What's new in Intercom

Discover and learn about the latest Intercom features, improvements and more.

custom bots
August 07, 2019

See how people interact with your Custom Bots πŸ”ŽπŸ€–πŸ’¬

Now when you set a Custom Bot live, you can see how people are interacting with the bot and conversations the bot has started. Click on "Engaged" or "Completed" for any Custom Bot you have live to see this information.

Laura Wilson
Engineer
Paula Lopez-Pozuelo
Engineer
Jamie Davies
Engineer
Sabrina da Silva Leandro
Engineer

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custom bots
July 25, 2019

Reuse the same Custom Bot from a button across web pagesπŸ“πŸ€–

Now you can launch a Custom Bot from a button that appears across multiple website pages, such as a Contact Us button in your footer.

Jamie Davies
Engineer
Thomas Hourlier
Engineer
Yuriy Oparenko
Designer
Kelly O'Brien
Designer

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articles
July 19, 2019

Better discoverability for your articles with SEO and URL improvements πŸ”—πŸ‘€

To help customers easily find your help content organically, we've made three updates to Articles:

βœ… Ensured that your new URLs keep their previous ranking signals for search engines by moving from a temporary 302 redirect to a permanent 301 redirect

βœ… Adjusted redirects to include support for URL parameters, so that you can continue to track user behavior on your help content

βœ… Added support for non-ASCII characters in article URLs to make links more readable for your different customers

To learn more about Articles, see our FAQ.

Josh Djuric
Designer
Naomi Morton
Product Manager
Andy Walker
Engineer
Pip Taylor
Engineer
Danny Fallon
Engineer

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articles
July 18, 2019

Provide even faster real-time support by inserting articles into saved replies πŸ“„

You can now insert articles into saved replies so you can give comprehensive answers, faster. To add an article to a new or existing saved reply, click on the Article Inserter icon at the bottom of the editor.

We’ve also resolved an issue which prevented embedded articles from fully displaying in email. Now when you send an article in email, your customers can see the full article card before clicking.

To learn how articles can be shared with your visitors or users, go here.

Josh Djuric
Designer
Naomi Morton
Product Manager
Andy Walker
Engineer
Pip Taylor
Engineer

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custom bots
July 17, 2019

Triage more effectively by targeting inbound Custom Bots by URL 🎯

With our new URL targeting, you can surface different inbound Custom Bots on different pages, making it even easier for your team to provide a relevant support experience at scale. For example, you could build a specific Custom Bot that customers would only see on the billing page.

Learn more about triaging with Custom Bots in our help center.

Jamie Davies
Engineer

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inbox
July 16, 2019

Deliver the fast replies customers expect with more granular SLA targets for Inbox ⏱🎯

It’s now even easier to ensure your customers get the precise, fast responses they expect. With our latest update for SLA rules, you can set your support time targets as low as 30 seconds. To help you hit your targets, we’ve also added a timer that updates every 10 seconds for upcoming SLA breaches.

Learn more about SLA rules here.

Agnes Stenlund
Designer
Aidan Lynch
Engineer

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