What's new in Intercom

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

New
December 10, 2019

Three new updates to make using Intercom with Salesforce even easier

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.

Sílvia Coimbra
Product Manager
Michelle Fitzpatrick
Product Manager
Adam Hutchinson
Engineer
Davey Heuser
Engineer

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inbox
December 09, 2019

Set better expectations with your customers using Team Office Hours & Reply Times 🕔

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.

Learn more about Team Office Hours or Team Reply Times, available on our Inbox Premium plan.

Lauren Ottinger
Product Manager
Maddie Revill
Engineer
Jahde Eve
Engineer
Fan Guo
Designer
YinYin Guo
Engineer
Daniel Husar
Engineer
Nicolette
Engineer
Ben Lo
Engineer

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messages
December 02, 2019

Push message improvements: easier set-up and enhanced reporting 📱👷‍♀️📊

We’ve made several improvements to our mobile messaging experience, making it easier to:

  • Customize when you send push messages
  • Direct people to your app home, no URI input required
  • Understand how changes you’ve made to push messages impacts performance over time
  • Export granular .csv data to run in-depth analysis

1. Customize when you send push messages with our new visual delivery scheduler. To schedule your push message, click “Custom times” and select your delivery windows.

2. Direct people to your app home without having to manually input your app’s URI. Under “On tap, this will open”, select “Your app” to direct users to your app home. To send people to a specific page within your app, select “A deep link in your app” and input the specific URI.

3. See how changes you’ve made to your push messages impacts performance over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live push message and click on the “Sent”, “Opened”, or “Goals” tabs.

4. Run detailed analyses with granular .csv exports that now include separate files for opens, receipts, and goals.

Shwaytaj Raste
Product Manager
Lily Beauvilliers
Engineer
Pranav Singh
Engineer
Ferruccio Balestreri
Engineer
Ruairí Kenny
Engineer
Conor Maguire
Engineer
Peter McKenna
Engineer
Arindam Barman
Engineer
Liuting Du
Engineer

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inbox
November 26, 2019

Make it easier and faster for your team to categorize content by archiving unneeded tags

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.

Agnes Stenlund
Designer
Richard Livsey
Engineer
Emily Quill
Product Manager

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custom bots
November 25, 2019

See how changes made to Custom Bots affects performance 🤖📈

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.

Note:

  • We only show data as of October 2nd, 2019
  • Any changes that you save will result in a new version of the bot (e.g. changes to titles, audiences, wording, etc.)

Debby Shepard
Product Manager
Paula Lopez-Pozuelo
Engineer
Chatura Fernando
Designer

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New
November 19, 2019

Read and download conversations right from their reports

You can now read and download relevant conversations right from the conversation tags report with the new inbox report drill-down for conversation tags. Any filters you’ve added to your report will automatically be matched in these drill-downs.

For more information, visit this article.

Jess Bell
Engineer
Natalia Alvarez
Designer
Danny Fallon
Engineer

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