When you select "Owner" in the "Author" field, you will also select a fallback teammate in case a recipient does not have an account owner. This feature is only available on our Messages Premium plan.

With audience targeting, you can keep your help content out of sight from visitors and competitors. Available on Articles Pro, this new feature lets you publish private articles for logged-in users and then seamlessly share it with them in product, on your Messenger, help center and more.

To learn more about audience targeting, check out this help article.

As your business grows, so can your inbound conversation volume. With workload management, you can help your sales and support teams keep response times fast, even as your customer base multiplies. Key benefits include:
​

✅Provide faster replies to customers by ensuring new conversations are only sent to available teammates.

✅Prevent team burnout by setting assignment limits and automatically disabling new conversations from starting when your team is already at capacity.

✅Quickly see what inboxes are approaching or hitting their assignment limits.
​

Workload management is available on Inbox Premium. To learn more about the feature, see our help article.

Now you can duplicate a tour in a single click. Whether you want to customize content or target different audiences, it’s now faster to create multiple versions of a tour.
​

You can now send new data from Intercom to Salesforce, including:

• Send the country and continent of leads you capture in Intercom, over to Salesforce (configure here under "Map data sent to Salesforce").

• Create unique lead sources for leads captured by Operator and different Custom Bots. This will give you more granular attribution data for Intercom in Salesforce.

• When a new lead is created in Salesforce via the Intercom Inbox, the owner in Salesforce will now default to the Intercom owner if one is set. (You can enable this here under "Maintain lead and account ownership").

To install our Salesforce integration, head here. To learn more about it, check out this page on our docs site.

Custom Bots can now be targeted specifically to your mobile app users! Whether your users are on the web or mobile, Custom Bots now work cross-platform to automate and accelerate growth.

Use our bots to provide better personalization at scale during critical moments of the customer lifecycle like when users first sign up for your app, or when they want to upgrade to a paid plan.

Note: To use Custom Bots on mobile you must upgrade your Mobile SDK to at least v5.3.0. Send the appropriate link to your mobile development team for SDK install instructions: iOS or Android.

For more details on how to use Custom Bots on mobile, see our docs here.

You can now combine 'and' & 'or' rules when defining the audience for your messages and campaign messages, making it much easier to target the exact people you want to reach.

This also makes it easier for you and your teammates to quickly see the audience rules for a particular message or campaign.

To learn more about targeting your messages, check out our docs. You can also learn about combining 'and' & 'or' rules in People and Company filters too.

With Product Tours you can guide customers through your product to turn new sign-ups into successful customers. Tours are perfect for product onboarding, feature announcements, and proactive support. See what Product Tours can do for you:

Improve product onboarding and adoption
Help customers discover everything they need to know about your product with interactive tours.

Code-free and super simple
Easily build beautiful, interactive multi-step tours without tying up engineering or design resources.

Video tours
Explain your product with video to maximize engagement and personalization.

Works across Intercom
Enhance your customer experience by surfacing tours with bots, embedding them in conversations and more.

Get started with Product Tours here, or learn more here.

🤖💾Now you can convert an existing Custom Bot to a different bot type, without starting over from scratch. For example, you could turn a Custom Bot for visitors into one for users, or a Custom Bot from a button.

Sales reps can now be notified via email, desktop, or mobile notification when leads from accounts they own revisit your website. This allows them to follow-up at the perfect time and know which accounts are actively evaluating your product. This is the latest addition to our set of account-based marketing features to help you convert more of your target accounts into customers. Check it out:

To get started, head to your accounts page and import accounts and owners from Salesforce. Then, sales reps can enable notifications here. If you need help, see our new collection of docs on ABM. Note: you will need to be on our Premium plans to use these new features, chat with us today if you're interested in using them.