You can now see what changes have been made to a Series, including what was changed, when it was changed, and who changed it.

Within a Series, simply click “Last edited” or “Changelog” under “More”, and the change history will display in the changelog panel.

You can now run even more advanced conversation analysis by including conversation data attributes in conversation data exports.

To include this data in your exports, visit the conversation export page, expand the conversation information, check/uncheck the conversation data attributes field, and export.

To learn more, check out this article.

Now you can see conversations where Resolution Bot couldn't give an answer when in looping mode. This additional data can help you improve the bot's performance by creating more answers or updating ones that are not resolving customer questions completely.

To learn more, visit our help center.

Now you can start an outbound support conversation right from your Inbox. This lets you resolve complex issues more efficiently when you need additional input from customers or external partners.

You can also now use macros when starting new conversations. Visit our help center to learn more.

Introducing Intercom’s React Native wrapper.

With our new wrapper for mobile apps built on React Native, all the latest features of our mobile SDKs are available to you in your app; the business Messenger, our newly upgraded Help Center, outbound messaging, push notifications, and more.

The React Native wrapper is regularly updated with new features and improvements, giving your customers the best experience and giving you peace of mind.

To get started, install the latest version of the React Native wrapper.

With our new granular email subscription settings, you can give your customers the ability to receive the types of emails they want, but unsubscribe from those they don’t.

You can now define your workspace’s email subscription types or use preset categories. When creating an email in Intercom, you can classify its subscription type, and any end users that have opted out of that specific subscription type will be automatically excluded from receiving the email.

To get started, navigate to the new subscription types section of your Outbound settings. From here, you can manage your workspace’s email subscription types - whether you want to use our presets, or create your own.

When creating an email, you can now apply a subscription type.

When a subscription type is applied to an email, end users will no longer see “Unsubscribe from our emails” in the footer. Instead, they’ll now see “Unsubscribe from this list”. Clicking this will unsubscribe them from that specific subscription type only.

To learn more, check out this article.

Reduce customer inquiries for your team and provide faster resolutions for your customers - without sacrificing a great experience - with our redesigned help center for mobile apps.

These new features allow you to:

• Build your own help center UI by dynamically surfacing specific article collections
• Encourage users to find answers themselves with our updated article search
• Create a delightful customer experience with predictive search, localization and accessibility features
• Open all help center links and articles natively, rather than in a web browser

To start using these features, install the latest version of the Intercom SDKs for iOS and Android.

Now there are new chart types in custom reports – stacked and multi-series line charts, tables, and grouped column charts – to help you better visualize and understand your data by comparing multiple attributes in a single view. We’ve also added more granular segmentation in charts for greater flexibility to report on team performance, and the ability to duplicate reports and charts.

To learn more, visit our help center.

You can now trigger messages in real-time whenever your customers take an action in your product that you’re tracking as an event in Intercom.

With this feature, you can choose whether your message should be sent to users only once, or every time the event is triggered and they match the audience rules. What’s more, you can incorporate the metadata from the event into the message to give it a personal touch.

Use this to send relevant and timely recurring messages such as:

• Account activity notifications like subscription renewals and password resets
• Purchase confirmations and status updates
• Inactivity reminders when you notice customers are slipping away
• Greetings to viewers of your pricing page, no matter how many times they visit
• ...and so much more

You can also choose to limit the resending frequency and the maximum number of times they can receive the message. By default, users will not be eligible to receive the same message more than once per hour.

To learn more, check out this article.

You can create a more consistent experience for customers– and your team–when providing support on Facebook and Twitter. Previously, the support workflows that you set up for messaging, didn’t work the same with our social integrations, or were missing. But, that changes today:

1️⃣Any replies to Facebook or Twitter conversations closed for 5+ days, will start a new conversation. This enables your Inbox rules, SLAs, and reporting to work correctly.

2️⃣Reply times will now trigger on Facebook and Twitter as well, so that you can automatically set the right support expectations, wherever your customers are.

3️⃣You can also automatically collect CSAT on Facebook and Twitter, which helps you understand and benchmark the quality of your support across channels.

Sharing reply times and CSAT, Facebook and Twitter will use the same Task Bot that you have enabled for the Messenger. To learn more about providing support on social, see our Facebook and Twitter help articles.