Intercom Changelog & Release Notes | Product Updates

You can create a more consistent experience for customers– and your team–when providing support on Facebook and Twitter. Previously, the support workflows that you set up for messaging, didn’t work the same with our social integrations, or were missing. But, that changes today:

1️⃣Any replies to Facebook or Twitter conversations closed for 5+ days, will start a new conversation. This enables your Inbox rules, SLAs, and reporting to work correctly.

2️⃣Reply times will now trigger on Facebook and Twitter as well, so that you can automatically set the right support expectations, wherever your customers are.

3️⃣You can also automatically collect CSAT on Facebook and Twitter, which helps you understand and benchmark the quality of your support across channels.

Sharing reply times and CSAT, Facebook and Twitter will use the same Task Bot that you have enabled for the Messenger. To learn more about providing support on social, see our Facebook and Twitter help articles.

You can now create webhooks as actions in Series. Use webhooks to trigger actions or workflows in other apps, for example:

• Keeping customer data up-to-date across your other systems
• Sending users to your ad delivery system when they’ve reached a specific point in a Series
• Passing data to advanced reporting/visualization tools for more in-depth analysis

To learn more, check out this article.

With new usage data, it’s easier for you to optimize and keep your macros organized. By seeing how many times a macro has been inserted over the last 30 days, you know which ones are ineffective and can be deleted from your library. Likewise, for heavily used macros, you can use that as a signal on which conversations can be better handled by your team, or even automated.

To see macros usage, visit your macros settings. If you need more info on how macros can improve your team’s efficiency, see our best practice guide.

You can now manage which teammates and roles can access inbox rules, which control workflows like automatic assignment, tagging, and more. With these new permissions, you can restrict who can change the configuration of their workspace.

To manage these permissions, navigate to your workspaces teammates or teams & roles settings.

To learn more, check out this article.

You can now keep your people data in sync with salesforce so your team has the context they need while talking to customers Customers with the Salesforce app access to use the following features:

Map people data in Intercom to leads and contacts in Salesforce (or vice versa) -so you have more data about your customers to use for more personalized conversations.

Reliably match records- Use user ID or email as a unique identifier when mapping your data so that Salesforce can be your single source of truth.

Leverage additional attribute mapping controls- this will allow you to reduce your risk of overwriting data.

Get more control over API usage - You can now view and set a limit for Intercom's usage of your Salesforce API allocation, so you don’t have to worry about hitting rate limits.

Make your outbound messages and bots more effective- Use lead and contact data from Salesforce to enhance your audience targeting.

Make sure to watch this space as we continue to release many more updates to our Salesforce integration over the coming months. For more information, visit our help center.

You can now report on conversations at the topic level when you export conversation data, allowing you to monitor topic performance over time. You can also filter the data export by topic using the dropdown menu beside the date filter, giving you even more control over what gets included in your data exports.

To get started, visit the Conversation Data Exports page, expand the ‘Conversation information’, and check the box for ‘Topic’.

With personal macros, you can now create macros that sound and work exactly how you do. These personal macros won’t be visible to anyone else in your Inbox or workspace settings.

To create your first personal macro, go here. Or to find more macros inspiration, read our best practices article.

You can now create nested lists within articles, giving you the ability to break down complex topics within your help docs.

To get started, select the bulleted list option in your tool bar, and hit “tab” to create sub-bullets. You can also drag and drop images into your lists, making them even more engaging for your users.

Click here to get started with nested lists!

With Article Search, you can now search for links within articles with keywords, making it even easier to update all of the content you already have on any given topic.

Simply type the keyword or phrase of your choice into the search bar, and any matching articles with that will appear in the list below. You can also use quotation marks around your keywords to search for exact phrases.

Get started with article search today!

With behaviors for Resolution Bot you can create customized support experiences for different customer segments.

For each customer segment, decide between bot only, one-time, looping, or disabled (bot free) customer experience. You can also customize bot intro’s for each behavior, or turn them off completely.

Get started with bot behaviors today!