We have enhanced the Messenger even further by introducing Article Suggestions which can help boost your articles view rate by up to 135%.

Articles can play a crucial role in increasing customer self-serve rates and reducing inbound conversations especially for repetitive inquiries. Here is how you can maximize the value of your articles:

1. Ensure your help center is switched on for customers to browse articles
2. Provide customers the flexibility to search and browse for Articles directly within the Messenger
3. Take it a step further with Article Suggestions - Simplify customers’ search for help by providing suggestions to articles even before they start searching.

How do Article Suggestions Work?

• Your customers will see the top 3 suggested articles based on highest viewership in the last 7 days.
• Suggested articles will be tailored for visitors and users.
• You can also exclude certain articles from appearing in the suggested articles list.

With Article Suggestions, increase your articles view rate, guide customers to self-serve and reduce inbound conversations so that you and your team can focus on the more critical issues and VIP customers.

To learn more, visit the Help Center.

Now you can filter by company data attributes in your custom reports and charts for more powerful reporting.

To learn more, visit our help center.

In Resolution Bot you can now dismiss unanswered questions. Remove questions that are unnecessary or unable to be answered by a bot to help you cut through the noise and keep your Unanswered Questions page relevant and useful.

To learn more, visit our help center.

Keep your support team operating efficiently by automatically creating or updating Salesforce cases from your Intercom conversations! 🙌

Use Intercom rules, actions, and triggers to create an almost endless number of powerful workflows to automate how your cases are created or updated. This includes:

• Custom Bot and Resolution Bot actions
• Inbox automation rules
• The Conversation Closed / Open global triggers

This new update also lets you:

• Set a default Case Record Type, allowing you to control what Case Record Type to use when automatically creating a case.
• Use new mapping options to customize what attributes are automatically sent from conversations in Intercom to cases in Salesforce.
• Review failed sync attempts in the Sync Errors Tab area of the app settings panel to gain greater transparency on the status of your integration and better context to triage potential issues.

Here is a link to our help document that explains how to implement automatic case creation.

We now offer European data hosting – allowing your most important data to remain entirely in Europe! This includes:

- All Visitor and Contact data collected by the Messenger for a workspace

- All the Conversation data that happens via the Messenger for a workspace

- All the data attributes or events a customer collects on their workspace

European data hosting is only available to European customers by creating a new workspace. At this time it is not possible to convert a US workspace to EU data hosting. Starting in Q1, we will be offering migration tools to help our customers who wish to move to EU data hosting.

Read more about EU data hosting and how our engineering team managed this infrastructure project on our blog

Our two latest teammate management features help you better manage your teammates. From the Teammates page you can now export a CSV of all your teammates. Additionally, the new SCIM API allows for automated teammate provisioning.

To get started, visit our help center.

The real-time dashboard in the Inbox helps you better manage your day-to-day support operations so you can lead high-performing, productive teams. Monitor your current support volume, key KPIs like wait time, and team capacity so you can make adjustments in real time and allocate resources effectively.

To learn more, visit our help center.

In the Resolution Bot behaviors editor you can set up new handover processes to better route chatbot conversations to the correct team or individual. You can collect additional details & information, manage your customers expectations, and ensure their conversation is routed correctly.

Here are some of the newest apps in our app store. 🎉

Deliver seamless omnichannel support

WhatsApp - Route private messages from WhatsApp into your Intercom inbox — keeping all of your customer communications in one place — to give your customers the convenience they want without sacrificing teammate efficiency or reporting capabilities.

Yodel.io Phone System - Yodel is a business phone and text message solution for teams. The new integration lets you connect your phone line to your Intercom account to better engage with customers and prospects at the right time.

Easily collect and synthesize customer feedback

Delighted - Quickly gather and act on key customer feedback using Delighted's new integration with Intercom. The bidirectional connection lets you keep data in sync, trigger Delighted surveys based on customers entering Intercom segments, or use Delighted data to create more targeted campaigns in Intercom.

Zonka Feedback - Improve customer retention, LTV, and engagement by capturing NPS, CES, CSAT, and product feedback in real-time using the Zonka integration for Intercom.

Prodcamp - Build better products and turn customer feedback into revenue and operational efficiency using Intercom and ProdCamp. Easily collect feedback during a conversation, or enable customers to upvote features in the Messenger Home screen.

shipit - Convert feedback into product roadmap initiatives by capturing and categorizing customer insights from your conversations in Intercom. You can also create quarterly OKRs, prioritize and vote on items, automatically generate product requirements documents, and create epics in Jira.

Automatically keep data in sync

Import - Accurately migrate data from CSV files or another help desk into Intercom - without needing specialized training or professional services - from a single dashboard automatically.

Polytomic - Quickly sync and enrich your Intercom user and lead profiles with any data you want from app databases, data warehouses, or spreadsheets in minutes (and with no code required).

Check out the Intercom App Store!

Apps improve your customers' experience and team's efficiency — enabling actions in the Messenger and the Inbox, keeping data in sync across your tech stack, and triggering workflows in other tools.

Explore these and the 300+ other apps available in the Intercom App Store! 🍻

You can now automatically insert any Messenger app to close conversations with leads or users instead of the standard Intercom Customer Satisfaction (CSAT) application. This added control gives you more ways to customize how conversations end to provide better customer experiences, generate more leads, and close deals faster! 🚀

To customize your workflows:

1. Navigate to the Operator > Task Bots > For Users / For Leads area.
2. Go to the “Ask for conversation rating” section.
3. Click “Use your own app when closing conversations.”
4. Choose one from the list of installed applications, or explore the Intercom App Store to install a new app to use.

More information is available in our help docs, but here is some inspiration to get you started! 🙌

Book more meetings with prospective customers by triggering scheduling apps - like Calendly, Google Calendar, and Chili Piper - as soon as conversations close.

Track your team’s performance by automatically sending NPS surveys after support conversations using apps like InMoment, Delighted, Survicate, AskNicely, and more.

Generate more leads by automatically prompting visitors to subscribe to your newsletter or complete a form using apps like Mailchimp, HubSpot, Typeform, and more.