Outbound has been updated. 🎉

We have exciting new changes to Outbound that makes it easier to find and manage your messages. Here are some of the highlights:

• New Navigation - An easier Outbound content navigation with improved search and filtering
• Outbound Views - A quick and easy way to save your most used filters and columns as a personalized view
• News Items - News Items has moved into Outbound and now in the “All content types” dropdown menu

AI is fundamentally changing the customer service industry—so we asked 1,000+ global support professionals how they’re making the most of this once-in-a-generation shift.

In this report, see the top 5 ways AI is transforming customer service, plus actionable tips and strategies to help your support team adapt to these exciting innovations. You’ll discover: 👇

• What support leaders are thinking about new AI opportunities—and how they plan to adapt
• How to use AI to boost support team efficiency and build a better customer experience
• Tips for preparing your support team to work with AI

Introducing 2 new features to make your Help Center homepage more personalized for end-users:

• Handpicked featured articles: now you have the flexibility to handpick specific articles to showcase on the Help Center home page. This enables your team to highlight the most relevant and important content.
• Personalized welcome message: greet each user with a unique welcome message using attributes like first name and country. This adds a personal touch that makes users feel valued and attended to.
• [Updated] Custom Fonts: You can now also choose from a collection of 15 custom fonts for your Help Center. More info here.

👉 See the full list of what we shipped and what's coming next here.

We've added powerful new metrics in our Custom Reports solution to help Support Managers elevate their team's performance. Here's what's you can now do:

• Track your team's activity on Intercom to better manage schedules and workloads.
• Boost productivity by monitoring the volume of conversations your team handles.
• Enhance responsiveness by tracking your team's speed in replying to and resolving customer inquiries.

👉 See the full list of new metrics here.

We've just released 5 new exciting features to help make your Help Center align with your brand:

• Fade background: this slick new addition allows you to fade the background color of the header into page to create a consistent experience with the Messenger.
• Customise your icons: change the color and background to collection icons to create distinct variations that work for your brand.
• Set action colors (links and buttons): sprinkle your brand color throughout your Help Center by picking an action color to apply to buttons and links.
• Preview your Help Center on any device: you can visually see the Help Center with different resolutions: Actual size, Mobile, Tablet, and Desktop.
• Show/hide collection’s description: shorten or lengthen the amount of information you want your users to see.

👉 See the full list of what we shipped and what's coming next here.

Your customers can now easily refer to their ticket IDs when communicating with your support team. This helps agents quickly locate and access the relevant information about their specific issue, leading to faster and more personalized support.

Ticket ID is also valuable for your customers when encountering recurring issues or when seeking assistance with previous resolutions.

Note: customers can see the ticket ID in the Messenger and Email notifications.

Teammates can now see metadata [email headers] on all email conversations in the Inbox.

It allows for teammates to easily confirm the authenticity of emails, communicate with the intended recipient, and provide accurate information required for teammates to reply to emails. Particularly useful in the cases of:

• Forwarded messages where the from address is usually different the reply-to address.
• Identifying the sender addresses in teammate replies.
• Conversations with multiple participants.
  ​

To start using this feature, go to the Inbox and click on any email conversation with header to expand and see more details. 👀
​

We're excited to announce the launch of Related Articles, the feature that is designed to enhance your users' navigation and discovery experience within your Help Center.

📝 Automated content suggestion: 'Related Articles' recommends up to five relevant articles automatically, saving you time and effort in manual curation.

📖 Efficient knowledge discovery: users can easily find relevant content without the need for extensive searches.

The Related Articles feature is available for your Help Center website and in the Messenger. You can enable it in your Help Center settings ⚙️

Introducing the Jira for Tickets app on Intercom! Simplify your workflow and enhance integration between Intercom tickets and Jira issues with this new app.

Key features:

• Automatically create Jira issues from specified Intercom ticket types.
• Mirror Jira issue statuses to Intercom tickets.
• Sync notes and comments seamlessly.

Coming soon:

• Create new Jira issues or link to existing issues right from your Inbox.

Take your workflow to the next level 🚀

Meet Fin - a breakthrough AI bot powered by GPT-4, OpenAI's most advanced AI model. Fin solves complex problems and provides safer, more accurate answers than any AI bot on the market.

Using existing support content, Fin resolves up to 50% of questions in seconds - helping to reduce your team's conversation volume and resolution times.

We're rolling out Fin to our waitlist over the coming weeks - join the waitlist to get access soon: