In order to continue to deliver the best and most secure experience to our mobile customers, we are deprecating v5 and below of the Intercom mobile SDKs.
Beginning June 30th, 2020, v5 and below of the iOS and Android SDKs will become unsupported, meaning they will no longer function in your app. To continue to use Intercom in your Android and iOS apps, you’ll need to upgrade to v6, which supports Android API level 21 (v5) and iOS 10 and above, and is where you can expect to see new features and updates moving forward.
After you upgrade, any end users using an old version of your app (pre-v6 upgrade) after June 30th, 2020 will not be able to access Intercom within your app. We advise you to encourage your users to upgrade to the latest version of your app to prevent any issues after v5 is deprecated on June 30th, 2020.Read More
Today we launched the new and improved Salesforce app for Intercom, making it easier for you to provide a consistent support experience while using Service Cloud with Intercom.
Help your team be more efficient by eliminating the need to go back and forth between multiple tools to create support cases.
Gain context by seeing and linking to cases in Service Cloud that are associated with a contact or an account directly from your inbox, making it easier to transition support cases between different team members.
Automatically post a note in your conversations to make transitioning between different team members simpler, or add a link back to Intercom at the bottom of the case description in Salesforce.
For more information, visit this article.
Now you can set even better response time expectations with your customers. If you have multiple teams working across different time zones, or your Support and Sales teams have different hours, you can set team-specific Office Hours.
If different teams have different expectations of first response time, you can also set team-specific Reply Times.
You can now archive irrelevant tags so that they can no longer be applied to new conversations or users. Archiving the tag does not delete the data – it simply hides it from your list of tags. This means you can still use the tag to filter any messages, conversations or users. You can also access any reporting for the archived tag.
To learn more about managing your tags, check out our help article.
You can now see how any changes you’ve made to your Custom Bots impacts performance. Just navigate to the Path Analysis tab within any live Custom Bot and select the version you want to view. From there, you can see how changes you’ve made have impacted engagement and completion at each step of the bot. To learn more, check out this article.