What's new in Intercom

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

custom bots
inbox
October 11, 2019

3 updates to make tagging conversations more accurate and easier to manage

Starting today, it’s easier to draw better insights from your conversations through 3 new tagging updates, so you can improve your product and business.

The tags settings page is now the central location for you to view and manage your tags. This includes the ability to see how many times tags have been used.

We’re also introducing new rules to automatically tag new conversations. Tag rules reduces the manual effort required from your team while ensuring that your tag report are more accurate.

Finally, we are extending tagging to Custom Bots so that you can understand the content of those conversations. Now when you build a bot, you can automatically tag specific conversations as they’re triaged by your Custom Bot.

For more information, visit this article.

Karim Frenn
Engineer
Hugo Ribeira
Engineer
Jamie Davies
Engineer
Jack Ryan
Engineer
Aidan Lynch
Engineer
Richard Livsey
Engineer
Agnes Stenlund
Designer

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New
answer bot
October 10, 2019

Provide more relevant answers to your unique audience segments with Answer Bot targeting 🎯✨

You can now make responses to your customers even more personal with answer targeting! This will allow you to limit answers to specific audience segments when using Answer Bot, creating a more tailored experience for your customers.

To get started with answer targeting, add the unique criteria or set of attributes to each Answer you create.

You can start segmenting your responses now. For more information on Answer Bot, you can also visit these articles:

How does Answer Bot work? Answer Bot: How to create an effective answer When does Answer Bot send a message?

Fergal Reid
Product Manager
Mario Kostelac
Engineer
Eoin Nolan
Engineer

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messages
October 03, 2019

Start more conversations with leads you’re nurturing via email by sending them personalized messages on your website πŸ”—πŸ’‍♀️

Emails you send to leads in Intercom that contain links back to your website can now be used to identify visitors. This means when these leads visit your website by clicking links in your email and start a conversation, their real name or email will show up instead of "Purple teapot from New York". Even better, you can send personalized messages to start more conversations with valuable leads and create a tailored experience from email to your website. You can enable link tracking here.

To learn more about link tracking in Intercom, check out our docs page.

Adis Banda
Engineer
Davey Heuser
Designer
Michelle Fitzpatrick
Product Manager
Henry Larkin
Engineer

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product tours
September 30, 2019

Tag and message Product Tour recipients in bulk πŸ·πŸ“©

You can now tag and message groups of Product Tour recipients at once based on how they interacted with a certain tour. For example, you can easily select everyone who viewed, completed, hit the goal, or had an issue with a Product Tour and add a certain tag to their user profile to keep track of which tours they've taken or send them a targeted follow-up message. Here's how to get started:

Anna Parisi Ploumpi
Engineer
Prateek Ojha
Engineer
Peter McKenna
Engineer

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inbox
September 24, 2019

Understand your team’s performance better with granular reports for response and close times πŸ•‘ πŸ“Š

Our new reports give you an exact breakdown of how fast your team is responding to and closing conversations. Using these insights, you can instantly answer questions like β€œHow many of my conversations are closed in an hour?” and then optimize your performance, if it’s below target.

For each metric, you will see six distinct buckets of response or close times, and then a corresponding percentage of conversations. These views are pre-defined by default and data is refreshed and calculated every time the page is loaded. Learn more about our performance reports here.

Tanner Elvidge
Product Manager
Natalia Alvarez
Designer
Nuno Teixeira
Engineer
Jess Bell
Engineer

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custom bots
September 18, 2019

Ensure every new conversation is triaged first with inbound Custom Bots β©πŸ€–

You can now decide whether all visitors and users must go through triage before they can initiate a new conversation. This lets you collect helpful info for every conversation and route it to the right team or teammate.

For example, you can have users select between wanting to get in touch with support, sales, report a bug, or request a feature before they're able to compose and send their message. After their initial interaction with the Custom Bot, the message composer will re-appear. Here's how to enable this feature:

To learn more about triggering Custom Bots when visitors or users start a new conversation, check out this doc.

Yuriy Oparenko
Designer
Jamie Davies
Engineer

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