New at Intercom
Security & Settings

Add trusted domains for inbound emails

Andrea avatar
Shared by Andrea • March 28, 2024

Teammates with permission to manage security settings can now add trusted domains for inbound emails. This allows teammates to open links from domains you trust without interruption, whilst still staying alert to potential malicious links.

To save you time - we automatically trust your trusted messenger domains, help center domains, link branding domain, and your verified email domains.

You can also now manage link warnings at a workspace level.

Support
Product update
Phone

Enhance your Phone IVR with Call Overflow and Call Rating options

Peter avatar
Shared by Peter • March 27, 2024

Introducing two new ways to improve your IVR Workflows on Intercom.

  1. Call Overflow - You can now automatically route calls to a secondary team or configure one of our call deflection options (e.g. forward a call, send call to voicemail) directly on Workflows.
  2. Call Rating - We've also introduced a call rating step you can add to your IVR Workflows to help you gather valuable team performance data and customer feedback.

Feature update
AI Chatbot
Support

Send a follow-up message when a user goes inactive in a Fin conversation 😴

Julia avatar
Shared by Julia • March 18, 2024

We have introduced a new inactivity setting where you can send your users a customized follow-up message when they go inactive after chatting to our AI Chatbot, Fin.

This allows you to re-engage users or remind them that you’re on hand for support if anything else is needed.

This is available in the “Let Fin answer” block in Workflows, and complements the existing auto-close settings where you can configure how long Fin should wait before a customer is considered inactive and a conversation is closed.

More easily monitor your Fin chatbot conversations with new inbox views 🔍

Julia avatar
Shared by Julia • March 12, 2024

The AI Chatbot inbox view has had a glow-up ✨

Now you can view your Fin chatbot conversations by resolution state – Resolved, Routed to team, and Abandoned.

This will make it easier for you to navigate and have greater visibility of your Fin chatbot conversations.

Support
New feature
Reporting

Export Your Chart Drill-In Data Directly to a CSV

Mark avatar
Shared by Mark • March 06, 2024

Following on from our new chart drill-in feature, we've now added the ability for users to export data from the drill-in table into a CSV file.

Advantages:

  • Enhanced data analysis with spreadsheets: Get even deeper insights from your data by exporting to a CSV file.
  • Streamline data extraction: Streamline the process of pulling your reporting data out of Intercom.

Tell us what you think & help us keep improving our reporting features – access the survey link directly within the feature.

Thanks,

Mark

Product update
AI Chatbot
Support

Easily surface related content within Fin’s Unresolved Questions report

Julia avatar
Shared by Julia • March 06, 2024

We’ve enhanced the newly created Unresolved Questions report for Fin to provide you with greater visibility and control over the chatbot.

We’ve introduced a “Related Content“ tab that surfaces any content source that Fin used in unresolved conversations, allowing you to pin-point what existing content warrants improvements.

This means you can more easily identify which content is being used by Fin for specific questions, which will help you identify the improvements needed to fine-tune Fin to answer more efficiently and accurately next time the question is asked.

Bots
Support
Feature update

Use the conversation rating to take action in Workflows

Mark avatar
Shared by Mark • March 04, 2024

Until now, Workflows would continue as soon as a Conversation rating (CSAT) survey was delivered—regardless of whether a customer had given a rating.

Now, you're able to Wait for customers to give a rating before continuing the Workflow—making it possible to branch your Workflows based on a customer's rating of the conversation.

With the new Wait for a conversation rating and the Conversation rating attribute, you can direct customers to different teams, request a review, or take various other steps, all based on their rating.

Mobile

Intercom Conversations mobile app now supports SAML SSO

Andrea avatar
Shared by Andrea • March 01, 2024

To help more teams check and respond to customer feedback on the go, we’ve enabled SAML SSO for the Intercom Conversations mobile app on iOS and Android.

This will work for your account if you have SAML SSO available on your current pricing plan, and a SAML provider (like Okta or OneLogin) configured on your Intercom Workspace.

Inbox

Sort items by when they were started in chat layout

Andrea avatar
Shared by Andrea • March 01, 2024

Sorting conversations and tickets in the order they started can now be done from chat layout with two new sort options – Started first, and Started last.

Previously only available in table layout, these sorting options will show a list of items that won't change position. That can make it easier for fast moving teams to keep track of which conversations they want to reply to first e.g. you can more easily take a 'first come first serve' approach.

Security & Settings
Inbox

Link tooltips in email conversations

Andrea avatar
Shared by Andrea • March 01, 2024

From today you will see tooltips for links in inbound emails to make it easier for you to preview them. Images will also contain a link icon to make it more obvious that they're linked.

Where links are trusted (Intercom owned domains) the link icon and tooltips will appear on a white background.

When untrusted, they’ll appear on an orange background, and you’ll see a warning icon instead of a link icon. You’ll also see an orange overlay on top of the image that will disappear on hover, allowing you to see the full image.

When clicking on an untrusted link, you’ll see a quick warning page. This page shows you the full URL of the link and ensures you’re able to review the full link before opening it.

These changes should make it easier to spot links in inbound emails and check for any malicious or phishing URLs.