We just launched the ability to trigger an Article or Mobile Carousel from an element inside your app 🎉

Have buttons open up an Article or Carousel, or have them trigger based on specific end-user actions. Examples include:

• Trigger an Article or Mobile Carousel when a payment is failed
• Surface an Article on your orders screen that outlines shipping and return policies
• Include a list of tutorials that open up individual Mobile Carousels

Simply insert the ID of the Article or Carousel you wish to open into your app’s code. You can get these IDs from specific Article’s URL or the “Trigger your carousel from code” section of the Carousel editor.

To learn more, check out this article on Articles, and this article on Mobile Carousels.

Note: You’ll need the latest version of the Intercom mobile SDK in order to use this new feature.

You can now remove tags in Series. Simply add a Tag block to your Series and specify which tags to add and/or remove when users reach this step.

With updates to Article Reports, you can now customize your report data to the timeframe of your choice.

You also have more visibility into the number of help center visits and article views within that time.

To experience the new reporting, click here.

You can now capture your audience’s attention at the top or bottom of your website or app with customized banner messages. Use Banners to:

• Share promotions, announcements, service outages and more
• Onboard new users by surfacing tips or directing them to a Product Tour
• Generate leads by capturing email addresses
• Proactively support your users by surfacing known issues or linking to a Help Article
• Gather sentiment about your app or specific features by asking users to react with emojis

Target users based on who they are, how they’ve engaged with your product, or how they’ve interacted with prior messages. You can even incorporate Banners into broader messaging campaigns with Series.

To learn more about Banners, check out this article, or create your first Banner here.

You can now use rules to automatically close conversations where a customer hasn’t replied in a specific time. This means less of your team’s time spent manually finding and closing conversations that have gone silent, and more time helping customers that actually need it.

To create this rule, select the event for “customer has been unresponsive”, set the time frame for triggering it, and add a “close conversation” action.

To make rules better fit your specific workflows, we’ve also added more flexibility to the existing “if a new conversation hasn’t been replied to” event. You can now choose a longer delay (up to 14 days) before the rule triggers.

For more info on how rules can save time for your team, check out this help article. 👉And, if you have questions or feedback about rules, drop by Interconnected.

Separate different sections of your articles by inserting a horizontal divider.

To use the divider, hover your mouse over the composer and select “insert divider.”

For more information, visit our help docs.

.

With tables, you now have more flexibility when formatting your articles.

To add a table, simply click the icon in the composer.

From there you can customize your tables by adding images, embedding videos, inserting buttons, or adding in code.

For more information, visit our help docs.

Apps improve your customers' experience and team's efficiency — enabling actions in the Messenger and the Inbox, keeping data in-sync across your tech stack, and triggering workflows in other tools. Here are some of the newest apps in our app store. 🎉

Seamlessly deliver self-serve support in multiple languages

Lokalise for Articles - Automatically translate your help center articles to different languages and keep all versions in proper sync. You can also use Lokalise for Intercom for instant translation of inbound and outbound messages.

Provide better human support while improving team efficiency

DataScope - Capture and analyze key information about your business by creating forms to issue NPS and CSAT surveys, report incidents, and more.

Supportman - Better understand your team’s performance and customer satisfaction by surfacing metrics and ratings in Slack.

Easily sync data and trigger workflows between Intercom and other tools

Blaze Verify - Improve the deliverability of your email campaigns by connecting Intercom to your Blaze Verify account to validate and sync customer or prospect email addresses.

Census - Effortlessly import your customer data from external tools to use in Intercom - without the help of an engineer.

Pipedream - Connect the external tools your team uses to Intercom to create sophisticated, event-driven workflows.

Check out the Intercom App Store!

Explore these and the 250+ other apps available in the Intercom App Store! Is there an app or integration you'd like to see built? Let us know! 🍻

You can now create customized CSV exports by selecting conversation data attributes you want to include. To do so, simply select the filters you care about most like channels and team performance. You can also schedule recurring exports, and they'll be delivered directly to you via email.

To get started, click on the “Customer support” dropdown in the reports tab and select “Exports.”

With Series you can now drive action across the customer lifecycle with integrated onboarding flows, feature announcements, and re-engagement campaigns – all within a single tool.

Series lets you reach your customers inside and outside of your product, in an orchestrated and contextual way. Create customer engagement campaigns using all of Intercom’s messaging channels, from emails, to Mobile Carousels, to Product Tours - reaching your customers wherever they are.

Target your audience based on their behavior in your product, or how they’ve engaged with prior messages. Then use our intuitive drag-and-drop builder to create your ideal customer journey. Design multiple paths within a single series, implementing various message types, flexible waiting rules, and different tags based on how your customers react.

Create your first series today, or learn more here.