Find Outbound content with ease using the new search & filter improvements.

New Outbound Search box

Search box is now front and centre of Outbound messages making it hard to miss.

Search Outbound messages using date filters

Not sure who created the message but know when it was created? You can now search for messages using date filters like created at , last updated at , or first set live at .

Search content tag with "tag (is not)"

Search for messages with or without a tag under the new "Tag (is not)" option.

Our new features are designed to streamline your onboarding process by making it easier for your customers to complete all necessary checklist steps.

⏰ Remind customers about checklists
Nudge customers to complete their checklists by sending timely automated reminders when they’re in the product at a cadence that makes sense for your use case (see image above).

✅ Auto-resolve steps based on company data
Set up auto-resolve of checklists steps based on company data that you're tracking in Intercom. Once a step has been finished by one person, it will be marked as completed for everyone who is part of the company. If you sell to businesses, this will make onboarding groups of team members easier, as they will be able to pick up checklists where others have left off.
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📮 See checklists progress from the Inbox
Give frontline teams context on how customers are progressing with their checklists in the Inbox to help them understand where they are in the onboarding journey so that they can offer them more support and guidance. To enable, just select Checklists from the list of apps available in the next-gen Inbox.

To learn more about Checklists, check out this article.
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The latest version of our Developer docs are here and we think you'll love them.

✨What’s new?

Versions 2.7, 2.8, & Unstable of Intercom Developer docs are now auto-generated from our Open API spec.

• The docs are interactive: you can make API calls directly from the reference docs.

• The docs are more reliable: reference docs are now auto-generated and not hand-written.

• We've also added Postman collections to support you while you explore our APIs.

👉 Get started using our new API reference docs.

All tickets now have title and description fields that are clearly surfaced while viewing a ticket in the inbox.

• Teammates will be prompted to add an optional title and description when creating a ticket.
• You can search by title and description in the inbox.
• By default the title and description of your tickets are not visible to your customers.
• But if you have the “Manage workspace data" permission you can visit
  Settings > Company data > Ticket types and change this setting.

We've made several important improvements to the Articles editing experience, to help you create self-service content efficiently.

• Auto-save articles: your articles will now auto-save while you're writing.
• Resize images: now you can resize images directly in the Articles editor.
• Highlight content with call-out blocks: add call-out block to emphasize an important part of your article.
• Align text: adapt the appearance of your articles text with the new text alignment feature.
• More headers: we have added two new H3 and H4 headers levels to help you create more granular sections.
• Attach files: attach any documents or files you want to your articles to help educate your customers.
• Embed videos from more sources: you can now embed videos from JWPlayers, Microsoft Stream, BrightCove, Synthesia.

Introducing our new Sync Articles with Zendesk feature, which allows you to seamlessly connect your Zendesk Guide Help Center with Intercom.

No more searching through different platforms or sending customers back and forth for information.
Synced articles can be used to power*:

• The Messenger: browse articles, search articles and article suggestions
• Resolution Bot, Custom Bots and Task Bots
• The Inbox and Next-Gen Inbox

To learn more about this feature and how to set it up, check out this Intercom article.

*If included in your plan.

You can now upload and view files associated with a ticket in the Inbox. Uploaded files are visible to other teammates, but cannot be seen by the customer whom the ticket is about.

To enable this feature, just add a File Upload attribute to any Ticket Type you’re using through the Ticket Type settings page.

All common file formats are supported. Learn more here.

Coming next 👀

Allow your customers to add file attachments when they submit a ticket through the Messenger. Sign up to get notified when this is available.

The latest version of our API is now available.

We've added:

• Team priority levels to the Admin model.
• Admin priority levels to the Team model.
• Webhook topics that fire when an open conversation is assigned.

Learn more about the API updates here.

👉 Get started using API v2.8.

Effortlessly onboard new users to your product and help them discover value as quickly as possible with personalized, in-context Checklists.

• Drive action: Automatically guide users to take key actions and hit activation milestones to deliver greater customer adoption, retention and satisfaction for your product.
• Delivered in-context: Make it easy for users to discover and complete the actions they need to take with Checklists delivered directly in your product through the Messenger
• No-code setup: Design and build delightful Checklists in minutes with our codeless builder

Plus integrate your existing help content, optimize with A/B testing, and mazimize completion rates with smart automation. Find out more here.

We've made improvements to Workload Management to give support teams greater control over how you assign conversations.

Teammate configurations

You'll see a new "Teammates" tab in Workload Management settings to customize workload per teammate. You can:

• Quickly audit and change teammates membership in team inboxes from one central page.
• Set different assignment limits for individual teammates that fits with their experience and expertise.
• Prioritize inboxes by defining primary and secondary team inboxes for every teammate. Teammates will receive conversations from their secondary inboxes once their primary inbox is empty.

Pull a conversation into the inbox

You can also control whether teammates can self-assign conversations when they've cleared their inboxes.

When enabled, teammates can click the “Pull conversation” button in the inbox to assign a new conversation to themselves.

Read more about workload management here.