Built For You - New in Intercom

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

reporting
February 24, 2021

See the metrics you care about in one place with Custom Reports 📊

With custom reports, you can see all the metrics that matter to you, all in one place. You can measure exactly what’s relevant to your team, represented in a flexible way that’s right for your business.

  • Customize your own dashboards to fit your team’s unique needs
  • Build custom charts leveraging more of Intercom’s data–including user and conversation data attributes–for advanced reporting
  • Drill in to see the conversations behind charts to get more context for your metrics
  • Export custom charts to use the data wherever you need it

To learn more, visit our help center or take a tour.

Rati Zvirawa
Product Manager
Rob Clancy
Engineer
Adam Byrne
Engineer
Barry Murphy
Engineer
Colin Kennedy
Engineer
Guillaume Feliciano
Engineer
Matt Donnelly
Engineer
Matthew Murray
Engineer
Kesha Mykhailov
Engineer
Abhi Gangwar
Engineer
Gustavs Cirulis
Designer

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reporting
February 24, 2021

Uncover more insights from your reporting with Conversation Topics 📊

With conversation topics, you can now leverage ML to flexibly categorize your conversation data, helping you uncover insights, surface trends, and drive business decisions. Now, right from Intercom you can:

1) Learn exactly what their customers are talking about using an ML-generated report of the most common topics from customer conversations

2) Save time categorizing your conversations with topics that are automatically applied in the Inbox

3) Drive informed business decisions like product enhancements or support content creation through topic-level reporting

For more information on conversation topics, visit our help center or take a product tour.

David Cullinan
Product Manager
Conor Keating
Engineer
David Shuffelton
Engineer
Kostas Kolomeets
Engineer
Mark King
Engineer
Neil Peirce
Engineer
Tatiana Sívó
Designer
Mario Kostelac
Engineer
Fergal Reid
Engineer
Kevin
Engineer
Cathal Horan
Engineer
Gustavs Cirulis
Designer
Stephen Forbes
Product Manager
Jonathon Colman
Product Manager
Una Kehoe
Engineer
Annie Martens
Engineer

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Outbound messaging
February 23, 2021

Improve your email deliverability with custom return paths

Take control of your email reputation with new custom return paths. When sending emails with Intercom, you may already be using custom domains for the “from” and “reply to” addresses, but now you can have even more control over your email deliverability by using a custom domain for the return path address too.

All it takes is updating your Addresses & domains settings. To get started, check out this article.

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Outbound messaging
February 02, 2021

User lists for non-message blocks in Series

You can now see user lists for non-message blocks in Series. User lists were already available on message blocks (e.g. emails, posts, etc.), but we've now extended this reporting to non-message blocks as well.

Simply click any rules, wait, tag, or split test block within a Series, and you'll see a detailed breakdown about each user, including:

  • When they reached the block
  • How long they'll wait for 
  • When they left the block
  • If they met the rules or not

Eoin Nolan
Engineer

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Outbound messaging
February 02, 2021

Set Series-level goals based on company data

You can now set Series-level goals based on company data - not just individual data. Use this new feature to take a broader approach to your messaging goals.

Lily Beauvilliers
Engineer
Robbie Deane
Engineer

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mobile
January 28, 2021

Now supporting universal links for iOS

Universal links are Apple’s way to link to content in your iOS app or website, depending on their context.

From v9.3.0, the iOS SDK is able to handle the universal links that you use in articles, conversations, in-product messages (like Mobile Carousels and posts), and push notifications. This keeps customers in your app and lets you direct them to the right screen.

Need to ask your customers to update their account info, but aren’t sure whether they’ll see your message on the web or in your mobile app? No problem. Use a universal link and they’ll get to the right place in your app or website every time.

To use universal links in your iOS app, upgrade to v9.3.0 today and follow the instructions in our developer documentation to set it up.

If this update got you excited about using universal links for the first time, check out our Android documentation to do the same thing there as well 🥳

Mathew Cropper
Product Manager
Brian Boyle
Engineer

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