Today, we released 20+ new features across Messenger, Inbox, and Reporting. These updates finally give you the power and flexibility to scale best-in-class support to more customers—all while improving team efficiency.

📥 Go beyond the simple questions – tackle the complex ones with new ticketing workflows

Create a ticketing workflow to manage complex conversations more efficiently by automatically collecting from customers info like topic and urgency — or whatever else your team needs to prioritize an issue — and using that data to route the conversation to the right team.

Read more about our new ticketing workflows

✅ Automate 4X as many tasks as before with powerful new rules

With robust and flexible new rules, your team can do more with less effort. For example, you can reroute requests if a teammate hasn’t replied. Or, you can use a single rule to complete multiple tasks, like marking a conversation as priority, applying an SLA, all in one go.

Read about rules and other Inbox enhancements

💬 Respond in real-time – or on your own time with a more flexible messenger

You can now deliver great asynchronous support, too. Show clear reply times and a self-serve icon when you’re not available, use bots to collect details for follow-up and make it easy for customers to continue a single conversation with your team for as long as it takes to reach a resolution.

Read more about our new Messenger features

📊 Robust new reporting tools, designed with you in mind

Our redesigned reporting gives you the insights needed to provide best-in-class support. We’ve added reports to monitor team performance and efficiency, as well as 12 new industry-standard metrics, like reopened conversations and closed on first contact. Plus, you can subscribe to the Conversations and Responsiveness reports by email too.

Read more about our new Reporting features

To see these features in the product, check out this tour.

To learn how to efficiently scale your support with all of these new features, see our help article.

We’ve made the Messenger more flexible so you can reply to customers in real time or later, increasing team efficiency while improving the customer experience.

• Set better expectations with your customers about when they’ll receive a response from your team. Reply times and previous conversations are now displayed more prominently so customers know what to expect and can easily pick up where they left off.
• Automatically collect information upfront about customer issues such as topic or urgency to triage conversations. When the right team jumps in, they’ll have the context to deliver efficient support right from the start.

• Let your customers know where they’ll receive a follow up from your team, making it easy for them to continue a single conversation for as long as it takes to reach a resolution.

To learn more, take a tour. For details on availability for your plan, chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

We’ve completely redesigned our reporting experience, making it easier to get the insights you need to provide best-in-class support.

• Keep track of your support trends with our improved Conversations report, which includes new metrics for open, reopened, and snoozed conversations.

• Analyze how your team is handling and closing conversations with our new Effectiveness report. Plus, know how to make your support system more efficient by accessing new metrics like first contact resolution rate and average replies to close.
• Use our new Team performance report to monitor your team and benchmark individual performance. Help your team grow by seeing metrics like first reply time by team, conversations assigned by teammate and team, and more.

• Drill into your reports with new filters - including the new conversation data - so that you can understand what types of conversations are taking up your team’s time.
• Keep track of how your team’s doing and share your impact with others by downloading or subscribing to the Conversations and Responsiveness reports (beta). You can add other teammates to get a scheduled report, as well as customize the frequency, day, and time it’s sent.
• And, you can find all of your relevant reports in one place with our updated reporting navigation.

To see how it works, take a tour of our new Reporting features. For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Now you can add alt text to images in Articles, which allows screen readers to have more access to help content. This change will make your content WCAG compliant.

For more information, visit our help doc.

Now you can install Intercom’s Messenger using Google Tag Manager, which is the easiest way to get the Messenger on your website or app – no code required.

Current customers do not need to reinstall the Messenger. To learn more, visit our help center.

The new Articles API enables you to automatically create, update, sync, and analyze help articles, even across multiple help centers or third-party knowledge bases.

Automatically manage and sync your help documents 🔄

Reduce the time it takes to manage your help documentation by programmatically creating, reading, updating, or deleting Intercom Articles, and then effortlessly sync them across custom-built CMSs, third-party knowledge bases, or multiple help centers.

Optimize your self-serve support and article performance ✅

Better understand and improve your help documents by easily exporting performance metrics - such as views, number of conversations created, and reactions - to analytics tools or data warehouses outside of Intercom.

Surface your articles in your app or website 💻

Improve self-service support by leveraging native Intercom features - such as the Article Inserter app - with articles from third-party or custom-built help centers.

Articles API is part of the new API v2.1, which also includes the ability to delete Companies, as well as archive and unarchive Contacts. Getting started is easy! Review our developer docs to see how.

Your mobile app just got a bigger stage with Mobile Carousels 🤩

You asked us for a way to mirror the Product Tour experience in your mobile app, so we built Mobile Carousels to do just that - and more.

With Mobile Carousels you can connect with your app users at every stage of the customer journey. Show them around, provide proactive support, and highlight features you know they’ll love - no code required.

• Show them around: Take new users on a personal tour with custom screens that match the look and feel of your app.
• Send the right message—at the right time: Share product announcements, special promotions, and more.
• Offer frame-by-frame support: Resolve common questions right in your app—before they ever reach your team.

Create your first Mobile Carousel today.

Prevent your customers from reopening conversations in your mobile app. If you've prevented customers from reopening conversations in your messenger settings, it will now also apply to conversations in your mobile app, not just on web.

To enable this in your mobile app, make sure you've prevented reopening in your Messenger settings and install version 7.1.0 or higher of Intercom's mobile SDKs.

Apps improve the Intercom experience for your customers and your team's efficiency — enabling actions in the Messenger, 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. 🎉

Understand how Intercom impacts user behavior

Heap - Analyze key Intercom conversation events in Heap to understand the effectiveness of Intercom messages Built by Heap

Extend self-serve support

Tribe - Improve self-serve support by enabling customers to search Tribe Community Platform content from the Intercom Messenger Built by Tribe Technologies

Collect and analyze customer feedback

Upvoty - Easily collect, manage, and track user feedback and feature voting from within Intercom Built by Upvoty

Acute Feedback - Seamlessly capture customer feedback from Intercom conversations and prioritize feature requests Built by Acute

Get context for complex support issues

LiveSession - Understand how users interact with your website by viewing replays of their sessions right from the Intercom conversion. Built by LiveSession

Explore the Intercom App Store!

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

Introducing message versioning for chats, posts, and push messages! 🎉 See how changes you’ve made to your messages impacts performance over time.

Any changes to the content, audience, goal, or schedule of a chat, post, or push message that are set live are now stored as their own version in Intercom, along with the name of the editor and the date/time the changes were made.

To see the version history of a message, simply click the version number at the top of any chat, post, or push message, and you’ll see all versions in the ‘Message history’ sidebar.

Selecting a version will populate the content and performance of that specific version.

Use this new data to understand what performs well, and what doesn’t, so you can continue to optimize your messages.

Note:

• Any time you edit the content, audience, goal, or schedule and set the message live, it will be stored as a new version
• Version history will not be retroactively applied to your existing messages. You will only be able to see versions for messages that are created or edited and set live after June 10th, 2020

To learn more, check out this article.