Intercom Changelog & Release Notes | Product Updates

In addition to other supported video hosting platforms, you can now embed YouTube Shorts in Articles. This video format is highly optimized for mobile video content consumption.

Move away from just using plain text in mobile push messages. Add images to make mobile push more contextual, personalized and engaging. 🎉

Available on both Android and iOS, you can now add images to your mobile push messages to make them more engaging and increase their open rates when delivered to the user’s device’s notification center.

You would need to upgrade to the latest mobile SDK to use this feature. To learn more about rich push messages, visit the Help Center.

We're excited to announce that we now offer Australian Data Hosting!

Following our launch of European Data Hosting, Australia is the latest location in our Regional Data Hosting program. This means that Australian businesses can now have their customer data processed locally when using Intercom’s platform.

The data that will remain in-region when being processed includes:

• All Visitor and Contact data collected by the Messenger for a workspace
• All the Conversation data that happens via the Messenger for a workspace
• All the data attributes or events a customer collects on their workspace

Our regional data hosting program aims to bring the same great Intercom experience, hosted closer to home.

Read more about data hosting and how our engineering team managed this infrastructure project on our blog.

Now you can handle your Instagram direct messages right from your Intercom Inbox, helping you deliver faster responses while maximizing convenience for both your team and your customers. And to keep your team efficient, Instagram works with all the same Inbox automations you rely on, such as macros, rules, SLAs, and more.

Install the Instagram app from our app store, or visit our help center to learn more.

Create tailored and personalized emails across the entire customer lifecycle - offering up the right content at the right time with our newest feature - Dynamic Content.

What are the benefits?

• Time savings: Reduce the time your team is spending creating tailored emails with our scalable no-code solution.
• Strong targeting: Leverage your existing customer data in Intercom to create highly targeted rules- ensuring you’re sending the right information to the right audience at the right time.
• Personalized and engaging content: Create timely, relevant communications that your customers are more likely to engage with.

Check out this article to learn how to get started.

With our latest release we have improved the reporting available for Articles. A new section called “Search results” shows you what keywords your customers are searching for and how often, the click through rate and average number of articles returned for each keyword, and the performance of those articles. Improvements to the “Article engagement section” now show you the performance of an article over time, positive and neutral reactions in addition to negative reactions, and viewing improvements like filters and toggling between numbers or percentages.

Why was this change made?

The old version did not support exporting stats related to our new product Surveys as well as Product Tours and Series. With this new version, workspaces can export the performance of outbound messages, bots, and surveys!

What does this mean for me?

• You can now export all of your outbound messaging data for a given time period by using our new Message Content Data API endpoint - read the documentation to learn more.

Apply tags to Answers to help organize your Resolution Bot content. New filters for tags on the Answers list also make finding specific Answers a breeze. With tags you can better manage your Answers as you scale.

We have added Ukrainian as a supported end-user language for all customers. This includes support across customer-facing experiences provided by Messenger, Articles, and Resolution Bot, making it easier for businesses and organizations to communicate with people in Ukraine.

You can now enjoy the increased flexibility and simplicity of designing emails with our new multi-column email layouts and editor improvements.

• Design emails faster and with ease by inserting multicolumn layouts directly into your email via our editor - edit these layouts to best suit your needs.
• Preview how your email will look on web and mobile directly in the email editor.
• We’ve added an undo/redo button in the email editor as well.