Intercom Changelog & Release Notes | Product Updates

You can now automatically insert any Messenger app to close conversations with leads or users instead of the standard Intercom Customer Satisfaction (CSAT) application. This added control gives you more ways to customize how conversations end to provide better customer experiences, generate more leads, and close deals faster! 🚀

To customize your workflows:

1. Navigate to the Operator > Task Bots > For Users / For Leads area.
2. Go to the “Ask for conversation rating” section.
3. Click “Use your own app when closing conversations.”
4. Choose one from the list of installed applications, or explore the Intercom App Store to install a new app to use.

More information is available in our help docs, but here is some inspiration to get you started! 🙌

Book more meetings with prospective customers by triggering scheduling apps - like Calendly, Google Calendar, and Chili Piper - as soon as conversations close.

Track your team’s performance by automatically sending NPS surveys after support conversations using apps like InMoment, Delighted, Survicate, AskNicely, and more.

Generate more leads by automatically prompting visitors to subscribe to your newsletter or complete a form using apps like Mailchimp, HubSpot, Typeform, and more.

Give your customers a convenient way to reach you on WhatsApp – a channel they already know and love. Your team can handle conversations from WhatsApp directly in your Inbox, with the same rules and processes that help them stay efficient in Intercom today.

Your customers can also seamlessly move conversations started in the Messenger to WhatsApp if it’s their preferred channel for replies. And with reporting, you can see how WhatsApp compares to your other channels to help you optimize your omnichannel support.

Check out the app store to learn more, or visit our help center.

You can now build paths in Answers in Resolution Bot to allow more complicated questions to be self-served, increasing your self-serve rate and customer satisfaction. With guided paths in Answers, your customers can answer more of their questions on their own, creating less friction with the automated support experience and freeing up teammate’s time to work on more complex problems.

Introducing our latest Product Tour enhancements that help you drive more engagement of your tours by giving you more flexibility over the user experience. New features include:

• Allow users to snooze a tour so they can take it at a time that works best for them
• Allow users to restart a tour from the beginning, so they can take the tour again
• Customize the size and position of your pointer steps to ensure that the tour content is optimized for easy viewing
• Match your tours to the look and feel of your app with customizable button text and colors

...plus more!

To learn more, check out this article.

With the new Conversational Support Funnel report, you can see how proactive, self-serve, and human support are performing for your business so you can understand exactly where to invest your resources for maximum impact. With this new report, you can:

• Gain an all up view of how the funnel is performing to quickly see which support methods are resolving the most queries and delivering the biggest return on investment.
• Find out where you should invest your resources based on which parts of the funnel or specific channels are the highest performing.
• See how your current performance compares to the past so you can spot whether key metrics are trending in the right direction or if a specific part of the funnel needs attention.

To learn more about this new report, visit our help center.

Now you can see the average time teammates spend working on conversations to help you better understand performance and plan capacity and staffing needs. These new handling time metrics are in the team performance report and custom reports.

Visit our help center to learn more about how handling time is defined in the team performance report and custom reports.

We have made improvements to Suggested Answers in Resolution Bot, such as a new dedicated page for Unanswered Questions and deeper insights into how a suggestion has changed over time. The new Unanswered Question page allows you to view all Answer suggestions, making it easier than ever to create Answers to your customers commonly asked questions.

To learn more, visit our help center.

Now you can change the notification sound you hear in the Inbox when there is new activity in a conversation for greater control over your Intercom experience.

To learn more, visit our help center.

We have completely redesigned the Article Search App to be an integrated Help Center experience that helps drive better self-serve support by allowing your customers to search and browse your Articles directly from the Messenger.

1. Move the Article card to be more prominent at the top of your Messenger, helping your customers get answers faster

2. Require customers to search or browse for an answer before being presented with the option to chat with your team

3. View articles in an expanded window for easier reading while in the Messenger

4. Searching and browsing Articles is supported from SDK version 10.3.0 in iOS and 10.2.0 in Android

With the new Articles in Messenger, you can encourage your customers to help themselves first, leading to an up to 3X increase in Articles engagement.

To learn more, visit the Help Center.

Our newest permission allows you to control which roles or individual teammates can import customer data from the Contacts List or via our Mailchimp or Mixpanel apps.

To manage these permissions, navigate to your workspace’s teammates or teams & roles settings and simply toggle which teammates or roles should, or shouldn't, be able to import customer data in Intercom.

To learn more, visit the Help Center.