To help you drive even more leads and engagement with your Custom Bots, we’re launching several new features 🎉

1. A/B test your bots and set goals to understand effectiveness

It’s now easier than ever to understand what bot content performs well with A/B testing and goal setting. A/B test what message content is most effective, and set goals to see which versions perform best. Then make optimizations based on this data to drive more leads for your business 💰

2. Send your Custom Bots more than once

Generate more leads by reengaging returning website visitors with the same bot. You can now use the same Custom Bot to engage your website visitors, regardless of if they’ve seen the bot before. Customize when you want your bot to be seen until: once per user, until it’s opened/dismissed, or until it’s engaged with.

Note: to use this specific feature in your mobile app, you must have the latest version of Intercom's mobile SDKs .

3. Manage all your outbound messages in one place📍

You now have the ability to manage your Custom Bots in the Outbound section of Intercom where all of your other outbound messages live (e.g. email, chats, posts, mobile push, etc.). Your bots will also continue to live within Operator, and we’ve merged bots for visitors and for users to make it easier for you to keep track of all your Custom Bots.

To get started, navigate to your Custom Bots in Intercom. To learn more about Custom Bots and how they can help you drive engagement on your website, check out this article.

The new version of our API gives you more powerful ways to manage and assign your customer conversations.

Gain greater control over conversations 💬

Automatically assign conversations to a team or a teammate, return the conversation title, and individually search for and display the admin and team assigned to a conversation.

Improve security with conversation redaction ❌

Redact specific parts of customer conversations, including the source message.

Enhanced contact and company reporting 📊

We've reintroduced the ability to list all segments associated with a contact or company, which will make it easier to report on what segments your contacts or companies are entering and leaving.

If you’re a developer with an app in our App Store, this new update also includes a health check endpoint to help you reduce churn by proactively reporting your app’s status to Intercom if it’s not working correctly. Review our developer docs to get started with API v2.2.

We just launched new features to enhance how you target email recipients and help you understand email performance.

1. Send emails based on users visiting a specific webpage: when setting up targeting for a specific email, you can now send based on visits to specific page URLs, or time on a specific page.

2. Visualize email performance over time: simply click the metrics you’re interested in (opened, clicked, etc.) to see trendlines. If versioning is in your plan, you’ll also be able to see the performance of each version.

To get started, navigate to your emails in Intercom.

You can now use Predictive Answers in Resolution Bot to answer your customer’s questions - in context and before they ever start typing in the messenger.

To start automatically suggesting answers for users and visitors, go to Operator > Settings > ‘Suggest relevant answers.’ Then, enable Resolution Bot to suggest answers Before customers start typing. This will allow Resolution bot to automatically your existing Answers as predictions.

If you’d like to exclude any answers from being used, you can set this on an individual answer basis by unchecking this box.

For more information, visit our help doc.

To help you understand how your Mobile Carousels are performing, and where your users are dropping off, we’ve introduced new reporting improvements 🎉

You can now see where users are dropping off within a given carousel with view stats for each screen:

You’ll only see stats related to your most recently saved version of that carousel unless you have message versioning in your plan.

If message versioning is in your plan, click the version number below the carousel name. Select the version you want to view in the right-hand sidebar, and the stats related to that specific version will be shown for each screen. Toggle between different versions to see how changes you’ve made have impacted performance.

To learn more about Mobile Carousels, check out this article.

We know that the Inbox is critical to helping your team deliver an efficient yet exceptional support experience. With powerful new rules and features, you can better manage conversations at scale.

• Automate 4x more manual tasks than before by triggering new rules for outbound messages, inactive teammates, after-hours questions, and more. Save even more time by completing multiple actions with a single rule.

• Get real-time oversight on conversations that need your team’s attention without jumping through multiple inboxes. With views, you can create a flexible list of conversations based on any criteria, like reply times, SLAs, or types of issues.

• Reduce inefficiencies by spotting duplicate conversations from the same customer. Task Bot now alerts you to a potential duplicate by posting an internal note in the conversation.

• Ensure that a conversation never falls through the cracks with our improved assignment property for Teams. Conversations can be assigned to both a Teammate and Team, so you have context on where it originated. And, if you’re in Away Mode, a conversation is now returned automatically to the right team.

For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.

By integrating powerful new conversation data across Intercom, you can create an end-to-end ticketing workflow to manage complex conversations more efficiently.

• Use bots to automatically collect upfront info from customers like topic and urgency — or whatever else your team needs to prioritize an issue — and route conversations to the right team based on that data.

• Surface conversation data in the inbox so that your team has the context they need to provide personalized responses quickly, without asking customers for more details.
• Edit data, add titles, and see unique IDs for conversations to make it easier to reference later on or share context when collaborating with others.

• Leverage conversation data in views and rules to create powerful workflows that automatically identify, categorize, and triage issues that can’t be answered immediately.

• Drill down into your reports by conversation data to see how different types of issues impact your team and support operations.

Ready to get started? Check out our guide on advanced workflows. For details on availability for your plan, please chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Today, we released 20+ new features across Messenger, Inbox, and Reporting. These updates finally give you the power and flexibility to scale best-in-class support to more customers—all while improving team efficiency.

📥 Go beyond the simple questions – tackle the complex ones with new ticketing workflows

Create a ticketing workflow to manage complex conversations more efficiently by automatically collecting from customers info like topic and urgency — or whatever else your team needs to prioritize an issue — and using that data to route the conversation to the right team.

Read more about our new ticketing workflows

✅ Automate 4X as many tasks as before with powerful new rules

With robust and flexible new rules, your team can do more with less effort. For example, you can reroute requests if a teammate hasn’t replied. Or, you can use a single rule to complete multiple tasks, like marking a conversation as priority, applying an SLA, all in one go.

Read about rules and other Inbox enhancements

💬 Respond in real-time – or on your own time with a more flexible messenger

You can now deliver great asynchronous support, too. Show clear reply times and a self-serve icon when you’re not available, use bots to collect details for follow-up and make it easy for customers to continue a single conversation with your team for as long as it takes to reach a resolution.

Read more about our new Messenger features

📊 Robust new reporting tools, designed with you in mind

Our redesigned reporting gives you the insights needed to provide best-in-class support. We’ve added reports to monitor team performance and efficiency, as well as 12 new industry-standard metrics, like reopened conversations and closed on first contact. Plus, you can subscribe to the Conversations and Responsiveness reports by email too.

Read more about our new Reporting features

To see these features in the product, check out this tour.

To learn how to efficiently scale your support with all of these new features, see our help article.

We’ve made the Messenger more flexible so you can reply to customers in real time or later, increasing team efficiency while improving the customer experience.

• Set better expectations with your customers about when they’ll receive a response from your team. Reply times and previous conversations are now displayed more prominently so customers know what to expect and can easily pick up where they left off.
• Automatically collect information upfront about customer issues such as topic or urgency to triage conversations. When the right team jumps in, they’ll have the context to deliver efficient support right from the start.

• Let your customers know where they’ll receive a follow up from your team, making it easy for them to continue a single conversation for as long as it takes to reach a resolution.

To learn more, take a tour. For details on availability for your plan, chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

We’ve completely redesigned our reporting experience, making it easier to get the insights you need to provide best-in-class support.

• Keep track of your support trends with our improved Conversations report, which includes new metrics for open, reopened, and snoozed conversations.

• Analyze how your team is handling and closing conversations with our new Effectiveness report. Plus, know how to make your support system more efficient by accessing new metrics like first contact resolution rate and average replies to close.
• Use our new Team performance report to monitor your team and benchmark individual performance. Help your team grow by seeing metrics like first reply time by team, conversations assigned by teammate and team, and more.

• Drill into your reports with new filters - including the new conversation data - so that you can understand what types of conversations are taking up your team’s time.
• Keep track of how your team’s doing and share your impact with others by downloading or subscribing to the Conversations and Responsiveness reports (beta). You can add other teammates to get a scheduled report, as well as customize the frequency, day, and time it’s sent.
• And, you can find all of your relevant reports in one place with our updated reporting navigation.

To see how it works, take a tour of our new Reporting features. For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.