Meet Resolution Bot — an upgrade to Answer Bot that's so big we gave it a new name.

Now you can:

1. Speed up self-service with Auto-suggest answers by surfacing relevant answers based on what customers are typing– before they even hit the enter key!

2. Resolution Bot now has multilingual capabilities, providing answers in Spanish, French, Italian, Brazilian Portuguese, Russian, and German- and can automatically detect which language is being used based on your customer’s browser settings.

3. Launched in Q3, answer targeting lets you decide who your chatbot engages with for each individual answer, and customize the answers it delivers based on targeting criteria you select like customer spend, contract type, and more.

4. Add Resolution Bot to the end of your Custom Bot paths to answer your most common questions automatically when they arise in other conversations.

5. This update will also introduce a separate bot inbox for your Resolution Bot and Custom Bot conversations, so you can focus on the conversations that need human attention.

6. You can also choose to exclude Bot inbox time from SLAs so they only start counting down after a conversation leaves that inbox

7. Resolution Bot gives clearer views into performance, so you know exactly how your bot is performing. You'll know what answers need to be optimized, as Resolution Bot will flag your underperforming answers. You'll also be able to see the exact impact bots are having on your conversation metrics by filtering reporting to include bot interactions

8. Create answers from existing conversations- Now you can take the answers you wrote in live chats and save them as Resolution Bot answers. That way you never have to answer the same question twice.

Get started with Resolution Bot, or click learn more about it. For more information on auto-suggest answers and bot inbox, visit our help articles.

Macros (formerly saved replies) are a powerful tool for shortening response times, all while keeping a support team's interactions consistent. But as your team and customer base grows, the number of macros can become unwieldy.

To help you empower your team to provide fast, consistent support, we’ve made it easier to manage, create and use macros.

• Control who can create, edit or delete saved replies by giving specific teammates the "Macros" permission.
• Streamline your workflow with a new settings page that lets you see, review and manage your entire library of macros.

• Make it easy for your team to find the exact macro they need. Simply type #shortcut to see all saved replies that contain the keywords you typed.
• Use one less click to preview the content of your macro. Simply hover over the title to verify it’s the right one to insert.

To learn more about macros, read this help article.

Apps improve both customer experience and team efficiency — enabling actions in the Business Messenger, keeping data in-sync across your tech stack, and triggering workflows in other tools — but sometimes it can be tricky to know how to get started using new apps. With our latest additions to app listings, you can now:

• Set up and start using apps faster by following step-by-step instructions
• Quickly resolve app issues by contacting app developers directly from the listing
• Make sure your teammates know about valuable apps by inviting them to use apps with one click

Many apps already have these features available — with more to come soon! Check them out in the listings for apps installed on your workspace.

We’ve made improvements to our Marketo integration to make it easier for you to use Intercom and Marketo together. Here's what’s new:

Sync valuable data across Intercom and Marketo:

• Now map any Intercom attributes to corresponding fields in Marketo when a new lead is created or when qualification data is added or updated (e.g. industry, company size, etc.)
• Automatically log all closed conversations in Intercom as activities in Marketo with detailed metadata (e.g. where the conversation with the lead was initiated)

Trigger Marketo Smart Campaigns:

• Define custom rules to add Intercom leads to Marketo Smart Campaigns after a specific criteria is met (e.g. lead engages with a specific bot path)

Check the health of your integration:

• Now easily check the health of your integration to identify any issues that may be preventing you from syncing data correctly or triggering Smart Campaigns effectively

For additional information, including how to enable these new features, check out this article.

You can now customize what types of Custom Bots conversations are automatically closed when customers don’t respond in a 3 minute window. Choose between users, visitors, or both in Operator settings tab.

Auto-close is now supported for Custom Bots from new conversations, and can be turned on and off by bot type, rather than enabling it for all conversations or none.

For more information, visit our Help Center.

Now adding new teammates and managing their permissions is more efficient and secure. Custom Roles ensure every teammate has the right permissions for their role. Simply create a role that's custom to your business, such as Customer Support Representative, and configure the corresponding permissions.

Learn more about Custom Roles, available on our Premium plan.

The data you store in Intercom can help drive decision-making, but only if it's accurate and accessible. Our new API version makes it easier than ever to pull, analyze, and update your Intercom customer and conversation data. With API v2.0, you can:

• Measure and improve your support team’s performance by easily analyzing conversation data with new out-of-the-box metrics and more granular timestamps
• Enhance your decision-making by exporting the exact customer and conversation data you need to the BI tools you use
• Gain context for more personalized conversations by systematically creating and updating custom data attributes and conversation tags

Learn more about API v2.0 in our developer docs, or update your API version in your Developer Hub.

You can now specify audiences for your help content with Articles Pro.

Create targeted articles based on criteria like name, location, and whether they’re a lead, user, or visitor. To get started, just select your targeting facets from the settings window.

Now you can prevent closed email conversations from re-opening.

With this new messenger setting, customer replies to a closed email will open a new thread, rather than re-opening the existing one, so you can better manage your time-to-close performance. You can apply this to conversations with users, visitors, or both.

For more information, check out this article.

In order to continue to deliver the best and most secure experience to our mobile customers, we are deprecating v5 and below of the Intercom mobile SDKs.

Beginning June 30th, 2020, v5 and below of the iOS and Android SDKs will become unsupported, meaning they will no longer function in your app. To continue to use Intercom in your Android and iOS apps, you’ll need to upgrade to v6, which supports Android API level 21 (v5) and iOS 10 and above, and is where you can expect to see new features and updates moving forward.

After you upgrade, any end users using an old version of your app (pre-v6 upgrade) after June 30th, 2020 will not be able to access Intercom within your app. We advise you to encourage your users to upgrade to the latest version of your app to prevent any issues after v5 is deprecated on June 30th, 2020.

To get started with your upgrade, check out our documentation for Android and iOS.