Now you can add alt text to images in Articles, which allows screen readers to have more access to help content. This change will make your content WCAG compliant.

For more information, visit our help doc.

Now you can install Intercom’s Messenger using Google Tag Manager, which is the easiest way to get the Messenger on your website or app – no code required.

Current customers do not need to reinstall the Messenger. To learn more, visit our help center.

The new Articles API enables you to automatically create, update, sync, and analyze help articles, even across multiple help centers or third-party knowledge bases.

Automatically manage and sync your help documents 🔄

Reduce the time it takes to manage your help documentation by programmatically creating, reading, updating, or deleting Intercom Articles, and then effortlessly sync them across custom-built CMSs, third-party knowledge bases, or multiple help centers.

Optimize your self-serve support and article performance ✅

Better understand and improve your help documents by easily exporting performance metrics - such as views, number of conversations created, and reactions - to analytics tools or data warehouses outside of Intercom.

Surface your articles in your app or website 💻

Improve self-service support by leveraging native Intercom features - such as the Article Inserter app - with articles from third-party or custom-built help centers.

Articles API is part of the new API v2.1, which also includes the ability to delete Companies, as well as archive and unarchive Contacts. Getting started is easy! Review our developer docs to see how.

Your mobile app just got a bigger stage with Mobile Carousels 🤩

You asked us for a way to mirror the Product Tour experience in your mobile app, so we built Mobile Carousels to do just that - and more.

With Mobile Carousels you can connect with your app users at every stage of the customer journey. Show them around, provide proactive support, and highlight features you know they’ll love - no code required.

• Show them around: Take new users on a personal tour with custom screens that match the look and feel of your app.
• Send the right message—at the right time: Share product announcements, special promotions, and more.
• Offer frame-by-frame support: Resolve common questions right in your app—before they ever reach your team.

Create your first Mobile Carousel today.

Prevent your customers from reopening conversations in your mobile app. If you've prevented customers from reopening conversations in your messenger settings, it will now also apply to conversations in your mobile app, not just on web.

To enable this in your mobile app, make sure you've prevented reopening in your Messenger settings and install version 7.1.0 or higher of Intercom's mobile SDKs.

Apps improve the Intercom experience for your customers and your team's efficiency — enabling actions in the Messenger, 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. 🎉

Understand how Intercom impacts user behavior

Heap - Analyze key Intercom conversation events in Heap to understand the effectiveness of Intercom messages Built by Heap

Extend self-serve support

Tribe - Improve self-serve support by enabling customers to search Tribe Community Platform content from the Intercom Messenger Built by Tribe Technologies

Collect and analyze customer feedback

Upvoty - Easily collect, manage, and track user feedback and feature voting from within Intercom Built by Upvoty

Acute Feedback - Seamlessly capture customer feedback from Intercom conversations and prioritize feature requests Built by Acute

Get context for complex support issues

LiveSession - Understand how users interact with your website by viewing replays of their sessions right from the Intercom conversion. Built by LiveSession

Explore the Intercom App Store!

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

Introducing message versioning for chats, posts, and push messages! 🎉 See how changes you’ve made to your messages impacts performance over time.

Any changes to the content, audience, goal, or schedule of a chat, post, or push message that are set live are now stored as their own version in Intercom, along with the name of the editor and the date/time the changes were made.

To see the version history of a message, simply click the version number at the top of any chat, post, or push message, and you’ll see all versions in the ‘Message history’ sidebar.

Selecting a version will populate the content and performance of that specific version.

Use this new data to understand what performs well, and what doesn’t, so you can continue to optimize your messages.

Note:

• Any time you edit the content, audience, goal, or schedule and set the message live, it will be stored as a new version
• Version history will not be retroactively applied to your existing messages. You will only be able to see versions for messages that are created or edited and set live after June 10th, 2020

To learn more, check out this article.

Now, you can customize the icon on the Messenger launcher to match your logo for brand consistency across your website or product.

When a custom logo is not in use, the Messenger launcher icon will now change based on whether a customer can start a conversation with your team. Customers who only have access to self-serve support, defined by targeting criteria or settings you've configured, will see a search icon instead of a chat icon on the launcher. This sets better customer expectations if they won’t be able to reach a teammate immediately.

Visit our help center to learn more.

Streamline workspace setup and teammate onboarding with new single sign-on (SSO) configurations, Okta and OneLogin integrations, Just-in-Time provisioning, and more!

Faster and simpler SAML SSO setup

New self-service settings make it easier for admins to configure SAML SSO and manage approved login methods for teammates. The new configuration works for most Identity Providers. We also built two out-of-the-box integrations for Okta and OneLogin to make configuration with those providers even easier.

Automate Intercom account creation and invites with Just-in-Time provisioning

If enabled during SAML SSO setup, teammates can create accounts and redeem workspace invites seamlessly and securely with one-click.

Visit our help doc to learn more about configuring SAML SSO or Just-in-Time provisioning.

Now you can pin a notice to your Messenger to help set response time expectations for your customers during COVID-19.

You can customize the message, but it cannot be localized.