With Switch, it’s not just possible, but easy to move inbound call volume to messaging — built to handle support at any scale, and reduce wait times for your customers.

Why Switch?

• It’s fast: Customers want answers fast, and using Switch means they don’t have to wait on hold—they can just seamlessly switch to messaging for quick answers
• It’s easy: Your customers can simply select the option to switch when they call
• It’s cost-effective: Moving calls to messaging is more cost-effective and more efficient for your team, so you can scale support without hiring more people
• It’s personal: You can provide a personalized experience when they reach the Messenger
• It works right away: Switch works with any phone provider, and is completely code-free

To learn more, visit our help center, or check out Switch in Settings.

Apply tags to Articles to help organize your content. New Article filters for tags also make finding Articles a breeze. With tags you can better manage your Articles content as you scale.

A new feature in messenger settings will prevent your customers from starting a new conversation if they already have one open. This change makes conversations more of a continuous thread, preventing customers from reaching out to your team multiple times, which saves your team time and effort. This feature is available on web and mobile.

With our latest release to Articles, you can now save a draft version of a published article and view past versions of an Article. With drafts of a published article, you can make necessary updates and share them for review without needing to unpublish an Article. You can also view previous versions of an Article, who made the update, and when the update was made to help with internal change management.

To learn more, visit the Help Center.

In Resolution Bot and Custom Bot you can now create paths based on conditions in addition to quick reply buttons. Conditional paths allow you to create more efficient bots, rather than creating multiple yet similar bots with different targeting. Your customers are also able to receive an answer faster, without needing to complete validation paths prior to being served an answer.

We’re making it easier for you to uncover valuable insights about how your messages are performing. You can now choose from two Customer Engagement CSV reports:

• Detailed Stats: CSV report provides a detailed breakdown of all the users that received your messages
• Message Overview: CSV report that provides an overall aggregate stats view of a workspace’s outbound message along with auditing data

*The previous Customer Engagement CSV report is now called “Detailed Stats” CSV report. The additional field, ‘first_event’, was added to the receipts.csv file to allow customers to easily aggregate messaging data and metrics using the export.

See your Customer Engagement report here.

We just updated our Node SDK, released a new version of our API, and streamlined our technical documentation to make integrating with Intercom easier than ever.

We updated our Node SDK 🙌

We released several improvements - including coverage for our latest API - to make integrating with Intercom more developer-friendly. In addition to covering all the new endpoints in API v2.4, the new Node SDK v3.1.0 includes:

• New TypeScript type definitions and additional abstractions
• More modern patterns including Promises, Async, and Await
• Updates to legacy dependencies

Check out our migration guide to jumpstart your upgrade.

Version 2.4 of our API is live ⚙️

We made a number of improvements to our API, including:

• A new endpoint to update a company
• New fields for the Contact Model
• Improved conversation search
• A fix for source.author.type field in case of auto message from a team

Our technical documentation got an upgrade 📚

We updated the appearance of Intercom’s public documentation to make it easier to navigate and find the information you need.

This is just the start of a number of releases we have planned to make building on and integrating with Intercom easier, faster, and more secure. If you want to learn more about recent updates to our platform, and get a sneak peek at upcoming releases, register for our upcoming Developer webinar!

Introducing our latest email editor enhancements that give you the flexibility to easily design emails that match your brand. New features include:

• Match the look and feel of your brand with increased design customization options:

• Personalize your communications even more by easily accessing email templates.
• Speed up your design process by setting 3 new styling rules for your entire email with a click of a button:

Starting today we’re introducing five new permissions to keep your sensitive contact data secure👏! First, in Teammates Settings you can now control which teammates access the “Contacts” section of Intercom and export specific contact reports and data. There are four new permissions to help you do this: 1) Can access people, companies and account lists 2) Can access lead and user profile pages 3) Can export Outbound data and 4) Can export CSV. We are also introducing a new permission to control which teammates can set a Product Tour live.

To learn more visit our help center!

With previews of Answers in Resolution Bot you can now ensure that you have crafted your Answers correctly and view the end user's experience. This allows you to confirm that everything is set up properly and working as intended.