We have updated our TLS/SSL configuration to reflect current industry best practices for securing customer data. All data sent through Intercom (with the exception of data from our mobile SDKs) is now sent over at least TLSv1.1.

There should be no disruption of service from this change, as all modern web browsers support this configuration. More information on our security practices is available here.

You can exclude non-office hours from your Inbox reports, giving you a clearer understanding of your team’s performance. This includes metrics for median response time, median first response time, median first response to leads and median close time.
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To exclude non-office hours in your response metrics, visit the Messenger Settings. Once selected, this setting applies to all teammates in your app.

We've revamped our APIs and webhooks to make it easier than ever to build on the Intercom platform and streamline your workflows. Our APIs are now backwards compatible – you can upgrade to the newest version whenever is best for you and have confidence that your apps will continue to function as normal in the meantime. Learn about our brand-new API version 1.1 on our API changelog, and upgrade your version right from the Developer Hub.

We've also redesigned our webhooks infrastructure to improve stability and scalability, and we've launched brand-new webhooks for snoozing and unsnoozing conversations and tagging and untagging leads. Plus, you can now easily select the webhook notifications you want to receive and request permissions for each directly in the Developer Hub.

Explore our developer docs and API changelog to learn more, or get started building an app.

Make your Help Center feel even more like an extension of your brand by customizing the text at the top of the landing page.

To change the header text that customers see, visit your Help Center Settings.

Now, you can use Custom Bots to proactively reach out to your existing users – in addition to targeting visitors and leads on your website. For example, automatically prompt current users to upgrade from a free to a paid plan or from one pricing tier to the next once they’ve met the right qualification criteria.

For more ideas on how to engage your users with Custom Bots, read this article.

We’ve improved how we calculate some of your key metrics for Inbox reports, so you can instantly see how your team is performing and identify areas for improvement. This update impacts the following metrics and reports:

• Median first time response will now measure the median time for a teammate’s first reply to a customer through inbound conversation, manual message or auto-message. This provides a more holistic view to your team’s efficiency.

• Across all reports, lead creation will now focus on new leads added via the Messenger only. Conversations started on Help Center articles will no longer be included. This lets you better understand the direct impact your team has on generating leads through the Messenger.

• Removing a teammate will no longer impact total conversations participated in on the Performance report, when you filter by ‘all teammates.’ This fixes a bug that caused different stats to show on the Summary and Performance reports.

• The heatmap for new conversations will now be a sum of all new inbound conversations, rather than average. This makes the calculation consistent with the conversations heatmap displayed on the Performance report.

To ensure a smooth transition, you will be able to view both the new and old reports until January 31, 2019. After that date, the old reports will be deprecated.

Keep better track of conversations that need the most attention by prioritizing them. Inbox prioritization lets you mark conversations as priority, so your most important ones always appear at the top of your list. You can:

• Mark a conversation as priority with one click. All teammates will see a conversation’s priority status, making it easier to collaborate as a team.
• Speed up your workflow with a new keyboard shortcut for prioritizing conversations. Just type p to add or remove priority.
• Sort the Inbox by priority so you can see all your important conversations together.

Inbox prioritization live now. See our help article to learn more, or head over to your Inbox to try it out.

📈 Track visitor interactions with your Messenger and measure how visitors who use the Messenger perform through the funnel. With the Google Analytics app, you can assess which messages, custom bots and apps have the greatest impact on conversions, so that you can optimize your funnel and maximize the impact of your Messenger on achieving your revenue goals.

Install the app from the Intercom App Store, or see our docs to learn more.

📆⚡️Our Get a Demo and Google Calendar apps enable leads to book demos and meetings right in the Messenger, so that you can focus on selling, not scheduling. With the latest improvements, you can further tailor both apps to your specific workflows.

Get a Demo App Updates

• Link directly to your calendar – on any online scheduling tool – so that VIP leads can book time with you right away.
• Customize and preview the text your leads will see when booking a demo through the app.

Google Calendar App Updates

• Define the duration of the meetings that leads can book through the Messenger.
• Copy your personalized and customizable public calendar link, so you can easily share your calendar outside of the Messenger, too.

Other scheduling updatesIn addition to using the Get a Demo and Google Calendar apps, you can now add your calendar to your Messenger profile and make it easy for VIP leads and customers to book meetings with you at any time. Simply input your calendar url into your Intercom public profile.

Learn more about the Get a Demo and Google Calendar apps in our docs, or install them from the Intercom App Store.

You can now combine the engagement and personality of video with the automation of Custom Bots. Best of all, when paired with our library of apps, it's easier than ever to drive more conversions like webinar sign-ups, newsletter subscriptions, booking meetings and tons more.

To send a Video Bot, create a new Custom Bot and click the video icon shown below: