Now, you can customize the icon on the Messenger launcher to match your logo for brand consistency across your website or product.

When a custom logo is not in use, the Messenger launcher icon will now change based on whether a customer can start a conversation with your team. Customers who only have access to self-serve support, defined by targeting criteria or settings you've configured, will see a search icon instead of a chat icon on the launcher. This sets better customer expectations if they won’t be able to reach a teammate immediately.

Visit our help center to learn more.

Streamline workspace setup and teammate onboarding with new single sign-on (SSO) configurations, Okta and OneLogin integrations, Just-in-Time provisioning, and more!

Faster and simpler SAML SSO setup

New self-service settings make it easier for admins to configure SAML SSO and manage approved login methods for teammates. The new configuration works for most Identity Providers. We also built two out-of-the-box integrations for Okta and OneLogin to make configuration with those providers even easier.

Automate Intercom account creation and invites with Just-in-Time provisioning

If enabled during SAML SSO setup, teammates can create accounts and redeem workspace invites seamlessly and securely with one-click.

Visit our help doc to learn more about configuring SAML SSO or Just-in-Time provisioning.

Now you can pin a notice to your Messenger to help set response time expectations for your customers during COVID-19.

You can customize the message, but it cannot be localized.

Better insights lead to better support delivery and even better conversations with your customers. Our latest Inbox reporting improvements allow you to filter and drill down into conversation data by geography and channel type, making it easier to spot opportunities to optimize your support.

Capacity planning is simpler for customers with global businesses. Our New Conversations dashboard is equipped with geo filters so you can see where new conversations are coming from around the world. You can also customize the charts you see based on country or continent by clicking the settings icon.

The new channel filters are especially helpful if you use multiple channels for customer support. Use them to view a breakdown of new conversations started by chat, email, Android app, iOS app, Twitter, or Facebook. You can even filter, group, and compare response times by channel on the Responsiveness dashboard .

To learn more about these updates and their availability, see our help docs on the New Conversations and Performance reports.

Now you can customize the look and feel of your Messenger to match each distinct brand within your company, ensuring a consistent experience for your customers.

To learn more, visit our help center.

To help you to prioritize and manage your inbound volume, you now can specify who can start a conversation with your team in the Messenger. For example, during busy times you may want to limit new conversations and encourage self-serve support, but still allow your VIP customers to reach a teammate.

To learn more, visit our help center.

After a customer engages with your team, Intercom sends an email notification that includes the content of the conversation if they don’t see the message within two minutes. Now, you can choose to remove the content from the emails, and direct customers to continue the conversation in the Messenger. This delivers a better customer experience while protecting privacy.

To learn more, visit the help center.

To make Intercom more intuitive and easy to use, we’ve made several changes to Outbound messaging:

1. Outbound in-app messages have been broken down and replaced with Chats and Posts:

• Chats now have their own section under Outbound home

• Posts now have their own section under Outbound home. Here you can create and manage large and small posts (previously known as Notes)

2. We’ve also made changes to our Outbound message editor to make creating outbound messages more intuitive:

• Clearer follow-up actions: available follow-up actions now only include “Send auto reply”, “Trigger Operator’s qualification task bot”, and “Let Resolution Bot respond”

• Easily select Chats and Posts from the channel selector when creating a new outbound message

• Set more granular and time-bound goals to track message success in a more powerful way

• See how your outbound messages perform over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live message and click on the “Sent”, “Opened”, or “Goals” tabs

Please note that we're slowly rolling this out to our customers over the next month. If you don't see these changes now, you will soon 🙂

To help you book more meetings and reduce no-shows, we’ve made several improvements to our Google Calendar and Microsoft Outlook apps:

1. Round robin lead assignment matches meeting assignment: both conversations and meetings will be assigned to the same person.

2. Book more meetings by sending calendar apps in Chats & Posts: now automatically send calendar availability via our Google Calendar and Microsoft Outlook apps through Chats, Posts, bots, or manually via Inbox.

3. Reduce confusion by showing local timezone in meeting confirmations: website visitors or customers will now see their local timezone in any meeting schedulers or confirmations, even if you’re based somewhere else ⏱

4. Time slots only show future dates: Google Calendar and Microsoft Outlook apps will only show future slots.

To learn more, check out this article.

Want to know your team’s average response time? Or see what’s the max length for closing a conversation? Starting today, you can easily answer those questions with our new flexible aggregations.

Across the Response Time, First Response Time and Time to Close charts you can now slice your conversation data in more ways so that it meets your exact reporting needs. Simply click on the Edit icon to change the default aggregation from the median to average, min or max.

To learn more about flexible aggregations and their availability, read our help article.