Check out the latest updates to Resolution Bot!

• With four options to choose from, you can now customize the text of the quick reply buttons in Resolution Bot to tailor the experience to your audience
• During a conversation, if Resolution Bot is asked the same question multiple times, it will now acknowledge that it is showing the same answer, easing frustrations among your customers

To learn more, visit the Help Center.

Need to send transactional messages to your customers? Intercom has you covered. With event- and schedule-based messaging, granular email subscription settings, and our new transactional email deliverability feature, you can ensure your customers always receive business-critical messages, including:

• Account creation or verification
• Shipping or delivery confirmations
• Password resets
• Event reminders
• Credit card expiration reminders
• And more!

Unlike other tools, you’re not limited to email. So whether it’s in your app, via push—wherever—customers get the message right away.

To learn more, check out this article or this blog post.

Now starting outbound conversations from the Inbox–which lets you resolve complex issues faster–has even more functionality. Now you can:

• Set whether a macro should be available when your team composes replies, new conversations, or notes to ensure they only see macros that are relevant.
• Apply tags via a macro when starting conversations.
• Choose whether or not CSAT surveys should be sent at the end of outbound conversations.
• Enable inline attachments for files uploaded in outbound conversations.
• Move to the Inbox when sending a message from Contacts so you can use the more advanced composer.
• Send outbound conversations via an API and choose whether new conversations should appear in the Inbox (coming soon).

To learn more, visit our help center.

Now you can create Resolution Bot answers with 25 additional languages to choose from. Resolution Bot is now available in: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Англи хэл (Mongolian)

To learn more, visit the Help Center.

With our new email deliverability report, you can now easily track your aggregate email deliverability rates over time. You can find this new report in the Customer Engagement reports section of Intercom.

Now you can configure a one-time Resolution Bot to automatically close a conversation or route it to a teammate when a customer is inactive for 3 minutes, for a more consistent experience across one-time and looping mode.

To learn more, visit the Help Center.

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

Boost productivity when working in the Inbox 💪

Dialpad - Instantly launch AI-powered voice calls directly from Intercom’s business messenger, empowering your support and sales teams to increase customer engagement, satisfaction, and loyalty.

Probe - Display vital customer information like - LTV and MRR - right inside the Intercom Inbox to gain context and make better decisions.

Vidbix - Let your users record their screens when they start a conversation to give your team more context to triage and resolve support issues faster.

Linear - Quickly create new - or link to existing - Linear issues from the Intercom Inbox, making it easier to resolve problems and respond to customers.

Salesforce - You can now sync company and account data between Intercom and Salesforce, providing more context in the Inbox and unlocking more ways to use Salesforce data in Intercom.

Surface Intercom data wherever you are 📈

Workspace Automation - Create and view your Intercom contact details from inside your Google Workspace account.

Glances - Securely and proactively surface your Intercom data wherever you are - from Slack to your web browser - so you can focus on getting things done and not on finding information.

KPIBees - Pull data from Intercom and other tools, APIs, and databases into Google Sheets to analyze and build beautiful KPI dashboards.

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! Is there an app or integration you'd like to see built? Let us know! 🍻

Now you can ensure your team consistently categorizes conversations they have with your customers by making certain conversation data attributes required to fill in before closing a conversation. Capturing key information at the end of a conversation improves reporting while keeping workflows streamlined.

Additionally, you can now reorder conversation data attributes, and make some attributes only visible to certain teams. To learn more, visit our help center.

We recently made it easier to sync people attributes between Intercom and Salesforce and gave you even more control over your integration through mapping controls and usage limits.

With this update, you can sync company and account data between Intercom and Salesforce, ensuring both systems are always up to date and unlocking more ways to use your Salesforce data in Intercom 🙌

✅ Gain better context and increase team efficiency

See account data and company-specific details from Salesforce within Intercom, giving you even more context during customer conversations and removing the need to manually switch tabs.

🎯 Improve your proactive support and customer engagement campaigns

Your Salesforce data is updated in real-time, meaning you can use those attributes in your existing campaigns and automations in Intercom - from targeting specific types of customers with Resolution Bot to segmenting users for an onboarding campaign in Series.

🔄 Keep all your CRM data in sync

Sync attributes from Intercom to Salesforce or from Salesforce to Intercom to ensure all your customer data stays up to date.

If you're using the Salesforce app, you can configure your settings here. To learn more about the changes, visit our help center.

We’ve made changes to our Customer Engagement report to bring more valuable insights to your organization. Updates include:

• Filter by custom date ranges
• See the performance of all your messages sent with Intercom - including chats & posts, email, banners, mobile carousels, push, product tours, and custom bots
• A new CVS export format to provide you with even more data

To learn more, check out this article.