What's new in Intercom

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

all products
March 26, 2020

Remove conversation content from email notifications 💬➡️✉️

After a customer engages with your team, Intercom sends an email notification that includes the content of the conversation if they don’t see the message within two minutes. Now, you can choose to remove the content from the emails, and direct customers to continue the conversation in the Messenger. This delivers a better customer experience while protecting privacy.

To learn more, visit the help center.

Alessandro Raffio
Engineer
Serena Fritsch
Engineer
Aidan Lynch
Engineer
Agnes Stenlund
Designer
Davey Heuser
Designer
Stephen Forbes
Product Manager

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messages
March 23, 2020

Updates to Outbound messaging: new editor, names, and insights! 📊

To make Intercom more intuitive and easy to use, we’ve made several changes to Outbound messaging:

1. Outbound in-app messages have been broken down and replaced with Chats and Posts:

  • Chats now have their own section under Outbound home
  • Posts now have their own section under Outbound home. Here you can create and manage large and small posts (previously known as Notes)

2. We’ve also made changes to our Outbound message editor to make creating outbound messages more intuitive:

  • Clearer follow-up actions: available follow-up actions now only include “Send auto reply”, “Trigger Operator’s qualification task bot”, and “Let Resolution Bot respond”
  • Easily select Chats and Posts from the channel selector when creating a new outbound message
  • Set more granular and time-bound goals to track message success in a more powerful way
  • See how your outbound messages perform over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live message and click on the “Sent”, “Opened”, or “Goals” tabs

Please note that we're slowly rolling this out to our customers over the next month. If you don't see these changes now, you will soon 🙂

Anna Parisi Ploumpi
Engineer
Arindam Barman
Engineer
Conor Maguire
Engineer
Eoin Nolan
Engineer
Julien Zmiro
Designer
Ketan Bhatt
Engineer
Lily Beauvilliers
Engineer
Lorcan Coyle
Engineer
Martin Pengelly-Phillips
Engineering Manager
Rati Zvirawa
Product Manager
Seán Smithers
Engineer
Shannen Jalal
QA
Paul Magrath
Engineer
Peter McKenna
Engineer
Prateek Ojha
Engineer

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apps
March 18, 2020

Include calendars in Chats & Posts messages, and more with our latest calendar app improvements 🙌

To help you book more meetings and reduce no-shows, we’ve made several improvements to our Google Calendar and Microsoft Outlook apps:

1. Round robin lead assignment matches meeting assignment: both conversations and meetings will be assigned to the same person.

2. Book more meetings by sending calendar apps in Chats & Posts: now automatically send calendar availability via our Google Calendar and Microsoft Outlook apps through Chats, Posts, bots, or manually via Inbox.

3. Reduce confusion by showing local timezone in meeting confirmations: website visitors or customers will now see their local timezone in any meeting schedulers or confirmations, even if you’re based somewhere else ⏱

4. Time slots only show future dates: Google Calendar and Microsoft Outlook apps will only show future slots.

To learn more, check out this article.

Sílvia Coimbra
Product Manager
Devin McGloin
Engineer
Henry Larkin
Engineer

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inbox
February 27, 2020

Customize how your metrics are calculated with flexible aggregations 📊

Want to know your team’s average response time? Or see what’s the max length for closing a conversation? Starting today, you can easily answer those questions with our new flexible aggregations.

Across the Response Time, First Response Time and Time to Close charts you can now slice your conversation data in more ways so that it meets your exact reporting needs. Simply click on the Edit icon to change the default aggregation from the median to average, min or max.

To learn more about flexible aggregations and their availability, read our help article.

Tanner Elvidge
Product Manager
Natalia Alvarez
Designer
Jess Bell
Engineer
Pericles Theodorou
Engineer
Guillaume Feliciano
Engineer
Adam Byrne
Engineer
Kostas Kolomeets
Engineer
Nuno Teixeira
Engineer
Andrey Sundiev
Designer
Ivan Bokii
Engineer

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New
Resolution Bot
February 25, 2020

Reduce inbound chat volume with Resolution Bot

Meet Resolution Bot — an upgrade to Answer Bot that's so big we gave it a new name.

Now you can:

1. Speed up self-service with Auto-suggest answers by surfacing relevant answers based on what customers are typing– before they even hit the enter key!

2. Resolution Bot now has multilingual capabilities, providing answers in Spanish, French, Italian, Brazilian Portuguese, Russian, and German- and can automatically detect which language is being used based on your customer’s browser settings.

3. Launched in Q3, answer targeting lets you decide who your chatbot engages with for each individual answer, and customize the answers it delivers based on targeting criteria you select like customer spend, contract type, and more.

4. Add Resolution Bot to the end of your Custom Bot paths to answer your most common questions automatically when they arise in other conversations.

5. This update will also introduce a separate bot inbox for your Resolution Bot and Custom Bot conversations, so you can focus on the conversations that need human attention.

6. You can also choose to exclude Bot inbox time from SLAs so they only start counting down after a conversation leaves that inbox

7. Resolution Bot gives clearer views into performance, so you know exactly how your bot is performing. You'll know what answers need to be optimized, as Resolution Bot will flag your underperforming answers. You'll also be able to see the exact impact bots are having on your conversation metrics by filtering reporting to include bot interactions

8. Create answers from existing conversations- Now you can take the answers you wrote in live chats and save them as Resolution Bot answers. That way you never have to answer the same question twice.

Get started with Resolution Bot, or click learn more about it. For more information on auto-suggest answers and bot inbox, visit our help articles.

Mario Kostelac
Engineer
Kevin
Cathal Horan
Engineer
Fergal Reid
Product Manager
Gavin Joyce
Engineer
Karim Frenn
Engineer
Ciaran Lee
Engineer
Patrick Mullen
Designer
Kelly O'Brien
Designer
Jamie Davies
Engineer
Chatura Fernando
Designer
Laura Wilson
Engineer
Thomas Hourlier
Engineer
Paula Lopez-Pozuelo
Engineer
Suresh Subramaniam
Engineer
Maddie Revill
Engineer
Daniel Husar
Engineer
Ben Lo
Engineer
Jahde Eve
Engineer
Steven Klein
Engineer
Lauren Ottinger
Product Manager
Debby Shepard
Product Manager

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inbox
February 21, 2020

It's now even easier to manage and create saved replies for faster, more consistent support

Saved replies are a powerful tool for shortening response times, all while keeping a support team's interactions consistent. But as your team and customer base grows, the number of saved replies can become unwieldy.

To help you empower your team to provide fast, consistent support, we’ve made it easier to manage, create and use saved replies.

  • Control who can create, edit or delete saved replies by giving specific teammates the "Manage workspace data and workload management" permission.
  • Streamline your workflow with a new settings page that lets you see, review and manage your entire library of saved replies.
  • Make it easy for your team to find the exact saved reply they need. Simply type #shortcut to see all saved replies that contain the keywords you typed.
  • Use one less click to preview the content of your saved reply. Simply hover over the title to verify it’s the right one to insert.

To learn more about saved replies, read this help article.

Agnes Stenlund
Designer
Emily Quill
Product Manager
Kath Smith
Engineer
Apoorv Parijat
Engineer

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