Today we launched the new and improved Salesforce app for Intercom, making it easier for you to provide a consistent support experience while using Service Cloud with Intercom.

Help your team be more efficient by eliminating the need to go back and forth between multiple tools to create support cases.

Gain context by seeing and linking to cases in Service Cloud that are associated with a contact or an account directly from your inbox, making it easier to transition support cases between different team members.

Automatically post a note in your conversations to make transitioning between different team members simpler, or add a link back to Intercom at the bottom of the case description in Salesforce.

For more information, visit this article.

Now you can set even better response time expectations with your customers. If you have multiple teams working across different time zones, or your Support and Sales teams have different hours, you can set team-specific Office Hours.

If different teams have different expectations of first response time, you can also set team-specific Reply Times.

Learn more about Team Office Hours or Team Reply Times, available on our Inbox Premium plan.

We’ve made several improvements to our mobile messaging experience, making it easier to:

• Customize when you send push messages
• Direct people to your app home, no URI input required
• Understand how changes you’ve made to push messages impacts performance over time
• Export granular .csv data to run in-depth analysis

1. Customize when you send push messages with our new visual delivery scheduler. To schedule your push message, click “Custom times” and select your delivery windows.

2. Direct people to your app home without having to manually input your app’s URI. Under “On tap, this will open”, select “Your app” to direct users to your app home. To send people to a specific page within your app, select “A deep link in your app” and input the specific URI.

3. See how changes you’ve made to your push messages impacts performance over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live push message and click on the “Sent”, “Opened”, or “Goals” tabs.

4. Run detailed analyses with granular .csv exports that now include separate files for opens, receipts, and goals.

You can now archive irrelevant tags so that they can no longer be applied to new conversations or users. Archiving the tag does not delete the data – it simply hides it from your list of tags. This means you can still use the tag to filter any messages, conversations or users. You can also access any reporting for the archived tag.

To learn more about managing your tags, check out our help article.

You can now see how any changes you’ve made to your Custom Bots impacts performance. Just navigate to the Path Analysis tab within any live Custom Bot and select the version you want to view. From there, you can see how changes you’ve made have impacted engagement and completion at each step of the bot. To learn more, check out this article.

Note:

• We only show data as of October 2nd, 2019
• Any changes that you save will result in a new version of the bot (e.g. changes to titles, audiences, wording, etc.)

You can now read and download relevant conversations right from the conversation tags report with the new inbox report drill-down for conversation tags. Any filters you’ve added to your report will automatically be matched in these drill-downs.

For more information, visit this article.

We’ve improved Settings to make it easier to manage teammates and their permissions. Now, you can:

– Invite multiple teammates at once.

– Bulk edit teammate permissions.

We’ve also created more granular permissions to give you greater control. The permission ‘Can Manage All Settings including Billing’ has been split into three distinct permissions:

– Access Product Settings

– Access Workspace Settings

– Access Billing

You can now see how people are flowing through your Custom Bots and where they’re dropping off to better understand performance. Use these new insights to make optimizations to further drive engagement. Just navigate to any live Custom Bot and click on the new Path Analysis tab. To learn more, check out this article.

Note:

• We only show data as of October 2nd, 2019
• If you save any edits to a live bot, the data will be refreshed
• Path Analysis stats are not real-time and unlike summary metrics (Sent, Engaged, and Completed), update over several minutes

We’re launching this alongside small improvements to our custom bot builder experience, making it easier to create more complex bots with numerous paths.

We’ve made several improvements to make message creation and organization more intuitive and consolidate Intercom's outbound channels. Check them out here.

Below is a quick overview of what's new. See our new docs page for full details.

- The “Messages” area of Intercom has been renamed to “Outbound” - Product Tours now live inside Outbound - Auto and Manual Messages are now called Ongoing and One-off Messages - To create what was previously called a Visitor Auto Message, now simply create an in-app message and set the targeting to visitors - Message folders have been replaced with tags - You can now filter your message list by people type, message state, sender or tag - Operator and Reporting have moved up ⬆️ alongside Inbox, Outbound, Articles and Platform - There are new email and in-app message templates to help you get started when creating a message

Note: for some customers, these changes may have been in place already, this notice is for the majority of our customers that are experiencing these changes for the first time today 😎

We've made several improvements to our HubSpot app, now you can:

- More accurately score and prioritize each lead by sending all qualification data you capture in Intercom to HubSpot

- Get more context for each conversation by seeing lead data from HubSpot including email, company, stage, and owner right in the Intercom Inbox

- Keep lead ownership in sync by automatically setting owners in HubSpot as they are in Intercom (note: we won’t overwrite existing owners if they are set in HubSpot)

- Improve lead attribution by saving HubSpot cookie data for new leads captured in Intercom. This allows you to keep your original lead sources (direct traffic, paid ads, etc.) and instead capture Intercom as the conversion point for these leads (bonus: you can then view all leads converted by Intercom and from which sources in HubSpot)

To enable these features with your existing HubSpot integration, head here. To learn more about the app or install it, visit the Intercom App Store and our updated documentation.