Our bot Operator can now qualify leads on your website for you, making it quicker to spot high value leads and letting you focus on the thing only humans can do: selling.
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Simply define the qualification data you want Operator to collect. Then, based on how a lead responds, Operator can automatically:

• Route the conversation to a team or teammate
• Tag the lead so they’re automatically added to your segments and campaigns
• Treate a new lead in Salesforce

Set up this new skill in your Operator settings, or find out more in our docs.
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In our biggest update ever, we’ve added a ton of new features to our Engage and Respond products to make Intercom the quickest way to get more leads from your website.
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Here are some of the highlights:

• Clearbit Reveal Integration: Trigger messages and choose who can see the messenger
• Operator Lead Qualification Skill: Auto-qualify and route leads with our bot
• Round Robin Assignment: Evenly distribute new leads across your team
• Qualification Profiles: Record and keep track of data about individual leads
• Leads Report: Measure the value of live chat with all-new reports
• Salesforce Integration: Automatically create leads from Intercom and sync data
• Messenger Visibility: Control who can see the messenger on your website
• Trigger Times: Send Auto Messages only when you’re available to respond

There are plenty more new features – check out this guide for the full run down on what’s new.

Or, read more about why we’ve built these new features on our blog.

New Qualification Profiles make it easy to standardize lead qualification across your team and keep track of new information you collect when chatting with a lead.
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These profiles are totally customizable - just define the data that’s important to your team and you’ll see it for every lead and user.
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And if you’re using Respond, you’ll see these profiles right in the inbox so your sales team will always ask the right questions to further qualify leads as a conversation progresses.
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You can set up Qualification Profiles in your app settings, or find out more in our docs.

Chat to more of the types of leads you want by only displaying the Messenger to specific visitors based on page, behavior, location, Clearbit Reveal data, and more.
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For example, you might only want to allow leads from large companies or leads showing signs of purchase intent to chat with you.
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Set up Messenger Visibility in your messenger settings or find out more in our docs.

You can now automatically assign conversations to available team members on a rotating basis, making it easy to fairly share leads or support queries between your team.
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You can choose Round Robin Assignment:

• for any existing or new assignment rules
• as a follow-up action for Operator’s Lead Qualification skill
• when routing replies to Auto or Manual Messages

Read our docs to find out more.

The all-new Leads Report makes it easy to see the impact of live chat for your business.
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In this new report you can see:

• The number of leads captured over time
• Which of your Visitor Auto Messages generate the most leads
• Your average first response time
• How many qualified leads you’ve sent to Salesforce

Find it in your Respond Reports, or take a look at our docs for more information.

You can now ask visitors to enter their email address in response to a Visitor Auto Message and take follow-up actions when they do.

For example, you can target specific visitors on your website and ask for their email address in exchange for content such as a webinar or coupon.
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Once a visitor enters their email address, you can choose to automatically:

• Send a reply, such as a thank you, download link or a coupon code
• Tag the lead so they’re automatically added to your message campaigns in Intercom
• Assign the conversation to a team or teammate
• Create a lead in Salesforce

Try it out in your next Visitor Auto Message, or find out more in our docs.

Choose specific trigger times for your Auto Messages so they only send when your team is able to reply. For example, you might only want to proactively message leads on your website during your business hours.

You can choose to trigger each User or Visitor Auto Message based on your team’s Office Hours or for any custom time period. Read more about how it works in our docs.

We've made Visitor Auto Messages more powerful to help you capture even more leads from your website.

You can now:

• Choose how much attention you want your message to grab with new Post and Note styles
• A/B test different versions of your messages so you can determine what’s most effective
• Trigger messages to visitors coming from specific sites with Referral URL targeting

Try these options when setting up your next Visitor Auto Message, or check out our docs for more on setting up effective messages.

We’ve completely rebuilt Insights for Respond. An all-new Reports section makes it easy to track your individual teammates, teams, and organizational performance, so you can see what’s happening and where you can improve.

A few highlights:

• Insights into customer happiness, conversation volume, and responsiveness
• Performance drill-down by team and teammate
• Filter by selected date range

Explore all of the new Reports here. Visit our docs for more details.

Note: Respond Reports replaces Respond Insights.