You can now capture your audience’s attention at the top or bottom of your website or app with customized banner messages. Use Banners to:

• Share promotions, announcements, service outages and more
• Onboard new users by surfacing tips or directing them to a Product Tour
• Generate leads by capturing email addresses
• Proactively support your users by surfacing known issues or linking to a Help Article
• Gather sentiment about your app or specific features by asking users to react with emojis

Target users based on who they are, how they’ve engaged with your product, or how they’ve interacted with prior messages. You can even incorporate Banners into broader messaging campaigns with Series.

To learn more about Banners, check out this article, or create your first Banner here.

You can now use rules to automatically close conversations where a customer hasn’t replied in a specific time. This means less of your team’s time spent manually finding and closing conversations that have gone silent, and more time helping customers that actually need it.

To create this rule, select the event for “customer has been unresponsive”, set the time frame for triggering it, and add a “close conversation” action.

To make rules better fit your specific workflows, we’ve also added more flexibility to the existing “if a new conversation hasn’t been replied to” event. You can now choose a longer delay (up to 14 days) before the rule triggers.

For more info on how rules can save time for your team, check out this help article. 👉And, if you have questions or feedback about rules, drop by Interconnected.

Separate different sections of your articles by inserting a horizontal divider.

To use the divider, hover your mouse over the composer and select “insert divider.”

For more information, visit our help docs.

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With tables, you now have more flexibility when formatting your articles.

To add a table, simply click the icon in the composer.

From there you can customize your tables by adding images, embedding videos, inserting buttons, or adding in code.

For more information, visit our help docs.

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

Seamlessly deliver self-serve support in multiple languages

Lokalise for Articles - Automatically translate your help center articles to different languages and keep all versions in proper sync. You can also use Lokalise for Intercom for instant translation of inbound and outbound messages.

Provide better human support while improving team efficiency

DataScope - Capture and analyze key information about your business by creating forms to issue NPS and CSAT surveys, report incidents, and more.

Supportman - Better understand your team’s performance and customer satisfaction by surfacing metrics and ratings in Slack.

Easily sync data and trigger workflows between Intercom and other tools

Blaze Verify - Improve the deliverability of your email campaigns by connecting Intercom to your Blaze Verify account to validate and sync customer or prospect email addresses.

Census - Effortlessly import your customer data from external tools to use in Intercom - without the help of an engineer.

Pipedream - Connect the external tools your team uses to Intercom to create sophisticated, event-driven workflows.

Check out the Intercom App Store!

Explore these and the 250+ other apps available in the Intercom App Store! Is there an app or integration you'd like to see built? Let us know! 🍻

You can now create customized CSV exports by selecting conversation data attributes you want to include. To do so, simply select the filters you care about most like channels and team performance. You can also schedule recurring exports, and they'll be delivered directly to you via email.

To get started, click on the “Customer support” dropdown in the reports tab and select “Exports.”

With Series you can now drive action across the customer lifecycle with integrated onboarding flows, feature announcements, and re-engagement campaigns – all within a single tool.

Series lets you reach your customers inside and outside of your product, in an orchestrated and contextual way. Create customer engagement campaigns using all of Intercom’s messaging channels, from emails, to Mobile Carousels, to Product Tours - reaching your customers wherever they are.

Target your audience based on their behavior in your product, or how they’ve engaged with prior messages. Then use our intuitive drag-and-drop builder to create your ideal customer journey. Design multiple paths within a single series, implementing various message types, flexible waiting rules, and different tags based on how your customers react.

Create your first series today, or learn more here.

In addition to significant speed improvements, our completely revamped Shopify app more accurately syncs customer data, enables new order creation from the Inbox, surfaces detailed order information, and more!

Resolve order issues faster with improved customer data syncing and more order details in the Inbox 🔄

We surface tracking information, order confirmation links, product SKUs, and more inside the Inbox so your team doesn’t have to spend time manually searching for the relevant information.

Improved data syncing between Intercom and Shopify ensures your order and customer data are accurate and up to date. Now you can look up your customer’s profile using their order number or email address, even if it doesn’t match the one in Intercom.

Quickly create orders and share products or order status during conversations 🔗

Seamlessly create new orders, search for specific products, send product links, and share an order’s status right from the Inbox while you're chatting with your customers - no need to open Shopify.

Enable your customers to resolve their own questions 🙋🏾‍♀️

Enable multiple languages in the Shopify app on your Messenger home screen so your customers can self-serve support in their own language.

If you’re already using the Shopify app, explore the new features in our help docs. Visit the Intercom App Store to install the Shopify app.

With new tagging permissions, you can restrict the ability to create, edit, and archive conversation tags to specific teammates.

By default, any teammate who “Can manage workspace data” will be granted the new tagging permission as well. You can change this, or assign permission to others by going to Teammates’ Settings and editing each user.

Tagging permissions also works with Custom Roles, making it even easier and more efficient to ensure that different teammates have consistent access to the right privileges.

To learn more about managing conversation tags, read our help doc.

You can now streamline your list of SLAs by archiving and deleting ones that you no longer need.

What's the difference between archiving and deleting?

• Archiving an SLA target removes it from your SLA list, but maintains the historic data for use in reporting. You can only archive SLAs not being used in rules.
• Deleting an SLA removes it from your SLA list and conversations where the target is applied. It will no longer be visible in reports too. You can only delete archived SLAs.

To learn more about keeping your SLAs organized, read our help doc.