You can turn more visitors into qualified leads and convert them into customers, at scale. Read on for more details on all new features: 

What you can do with the Intercom Platform 

With the free Intercom Platform you could already see who your leads are - now you can set up important data to help you qualify them too. 

Define the data you need to qualify your leads  

We’ve added a new customizable qualification section to your lead and user profiles, allowing you to capture key information about them, like company size, industry and more. 

You can choose exactly what’s included here. To choose the data that appears here, go to your qualification data settings and select ‘Add data.’ You can either:

What can you do with Inbox?

You could always chat to your website visitors and leads. Now, you can automatically qualify your leads, assign them ‘round robin style’, see your team’s progress, and more. 

Automatically qualify your leads with Operator 

Operator, our bot for better customer experiences, automatically captures the details you need to have meaningful conversations with your leads, which saves your team time. Just visit the 'Qualify leads' section of your ‘Operator settings’ and choose up to four pieces of data to collect. 

Then, when a lead gets in touch, Operator asks them for their qualification data.

You can also create follow up rules to assign qualified leads to a specific team, tag them so you can add them to campaigns and/or send them to Salesforce

Note: To create leads in Salesforce, you’ll need to connect your Salesforce account to Intercom. 

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Assign leads ‘round robin style’ among your team 

Once you select ‘Assign to’ you’ll see the option to assign to a specific team, like your VIP sales team, which is using round robin assignment. This ensures new leads are assigned evenly among the team. 

Note: 

Manually qualify your leads as you chat

As your sales team chats to your leads and gathers new qualification data about them, they can manually add it to each lead’s qualification profile in the inbox.

Your team can see each lead’s qualification status too. Teammates can add and edit any data they add - just click on the data in your lead's qualification profile. 

Nurture your leads faster by sharing apps 

You can book meetings, join video calls and more, by sharing apps with your leads as you chat.

With Messenger apps, it's easy for your leads to take key actions during conversations, so you can convert them into customers faster.  You can learn more about sharing apps in conversations here.

Track and optimize your sales team’s performance

New lead reports show you the value of live chat for your business, so you can prove and improve your ROI. 

You can see:

  • How many new leads your sales team has generated.
  • Which messages are most effective.
  • How many qualified leads you’ve sent to Salesforce and more. 

Quickly get context on your leads’ latest conversations 

You can also see the last 3 conversations a lead or user had with any of your teammates. This gives you faster context when answering questions. Just select a conversation to quickly view it in a lightbox.

What can you do with Messages?

With Messages you could already target visitors with visitor auto messages. Now we’ve added more options to optimize your messages, and help you capture higher quality leads. 

Send action-based visitor auto message as notes 

Before, each visitor auto message was sent as ‘chat’ style. Now you can send your messages as notes too, and add buttons for clearer call to actions

Send important visitor auto messages as posts 

And you can send important announcements for your visitors as posts to capture more attention. 

Capture visitor email addresses with visitor auto messages 

Now, it’s easy to capture visitor email addresses from targeted messages you send. When you create a visitor auto message, just select ‘email collector’ as your response type. 

Pro tip: To incentivize visitors to give their email, offer them something valuable in return. For example, a link to a webinar you’re hosting or other exclusive content, like an ebook. 

Note: The email collector is only available for ‘chat’ style messages sent in full. 

When someone enters their email you can send a thank you reply, tag them, and/or create a Salesforce lead. 

And, once you send a message, you can check your stats to see how many emails it collected. 

Target your visitor auto messages by referral URL

We’ve made it easy to target visitors who arrive on your website after clicking a link from a specific site. For example, if you’re offering people a discount on ProductHunt to try a new feature, you can send a message to anyone who arrives at your site from that link.

When choosing your audience, just select ‘Referral URL’ as your rule, then add your link. 

Optimize your visitor auto messages 

You can A/B test your visitor auto messages to help you fine tune your content to capture more leads. 

What can you do with Inbox and Messages? 

Choose who can see the Messenger for higher quality conversations

You can chat to more of the leads you want to by only displaying the Messenger to specific visitors based on page, behavior, location, Clearbit Reveal data and more. 

Just visit the ‘Messenger Launcher Visibility’ section of your Messenger settings and select ‘Visitor’. Then choose ‘Visitors who match certain data’ and choose which types of visitors you’d like to show the Messenger to. 

Note: You’ll need Inbox Pro or Messages Pro to control who can see the Messenger launcher.

Send qualified leads to Salesforce 

Our Salesforce integration already helped you capture, nurture and convert leads. Now you can send qualified leads to Salesforce and keep your data in sync. 

It’s easy to map your Intercom qualification data to specific Salesforce lead fields. Just visit your Salesforce integration settings page and select a Salesforce lead field for every piece of Intercom qualification data you’ve added. 

Note: To connect your Salesforce account you’ll need Messages Pro or Inbox Pro

Integrate with Clearbit Reveal to target high value prospects 

Once you connect your Clearbit Reveal account to Intercom, you’ll see powerful company data, like the number of employees in a visitor’s company, the amount they raised in funding, and more. You can use this data to:

Note: You’ll need a Clearbit Reveal API account and Inbox Pro or Messages Pro to set this up. 

What you can do with the Messenger?

You can capture and qualify leads faster by adding apps to your Messenger home.

For example, you can use the Get a Demo app to let visitors and leads request a demo with your sales team. You can also use the Content Showcase app to engage your visitors with a specific blog post or page.

You can learn more about customizing your Messenger here.

What’s next?

Get started with these new features: 

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