We’ve made improvements to our Marketo integration to make it easier for you to use Intercom and Marketo together. Here's what’s new:

Sync valuable data across Intercom and Marketo:

• Now map any Intercom attributes to corresponding fields in Marketo when a new lead is created or when qualification data is added or updated (e.g. industry, company size, etc.)
• Automatically log all closed conversations in Intercom as activities in Marketo with detailed metadata (e.g. where the conversation with the lead was initiated)

Trigger Marketo Smart Campaigns:

• Define custom rules to add Intercom leads to Marketo Smart Campaigns after a specific criteria is met (e.g. lead engages with a specific bot path)

Check the health of your integration:

• Now easily check the health of your integration to identify any issues that may be preventing you from syncing data correctly or triggering Smart Campaigns effectively

For additional information, including how to enable these new features, check out this article.

You can now customize what types of Custom Bots conversations are automatically closed when customers don’t respond in a 3 minute window. Choose between users, visitors, or both in Operator settings tab.

Auto-close is now supported for Custom Bots from new conversations, and can be turned on and off by bot type, rather than enabling it for all conversations or none.

For more information, visit our Help Center.

Now adding new teammates and managing their permissions is more efficient and secure. Custom Roles ensure every teammate has the right permissions for their role. Simply create a role that's custom to your business, such as Customer Support Representative, and configure the corresponding permissions.

Learn more about Custom Roles, available on our Premium plan.

The data you store in Intercom can help drive decision-making, but only if it's accurate and accessible. Our new API version makes it easier than ever to pull, analyze, and update your Intercom customer and conversation data. With API v2.0, you can:

• Measure and improve your support team’s performance by easily analyzing conversation data with new out-of-the-box metrics and more granular timestamps
• Enhance your decision-making by exporting the exact customer and conversation data you need to the BI tools you use
• Gain context for more personalized conversations by systematically creating and updating custom data attributes and conversation tags

Learn more about API v2.0 in our developer docs, or update your API version in your Developer Hub.

You can now specify audiences for your help content with Articles Pro.

Create targeted articles based on criteria like name, location, and whether they’re a lead, user, or visitor. To get started, just select your targeting facets from the settings window.

Now you can prevent closed email conversations from re-opening.

With this new messenger setting, customer replies to a closed email will open a new thread, rather than re-opening the existing one, so you can better manage your time-to-close performance. You can apply this to conversations with users, visitors, or both.

For more information, check out this article.

In order to continue to deliver the best and most secure experience to our mobile customers, we are deprecating v5 and below of the Intercom mobile SDKs.

Beginning June 30th, 2020, v5 and below of the iOS and Android SDKs will become unsupported, meaning they will no longer function in your app. To continue to use Intercom in your Android and iOS apps, you’ll need to upgrade to v6, which supports Android API level 21 (v5) and iOS 10 and above, and is where you can expect to see new features and updates moving forward.

After you upgrade, any end users using an old version of your app (pre-v6 upgrade) after June 30th, 2020 will not be able to access Intercom within your app. We advise you to encourage your users to upgrade to the latest version of your app to prevent any issues after v5 is deprecated on June 30th, 2020.

To get started with your upgrade, check out our documentation for Android and iOS.

Today we launched the new and improved Salesforce app for Intercom, making it easier for you to provide a consistent support experience while using Service Cloud with Intercom.

Help your team be more efficient by eliminating the need to go back and forth between multiple tools to create support cases.

Gain context by seeing and linking to cases in Service Cloud that are associated with a contact or an account directly from your inbox, making it easier to transition support cases between different team members.

Automatically post a note in your conversations to make transitioning between different team members simpler, or add a link back to Intercom at the bottom of the case description in Salesforce.

For more information, visit this article.

Now you can set even better response time expectations with your customers. If you have multiple teams working across different time zones, or your Support and Sales teams have different hours, you can set team-specific Office Hours.

If different teams have different expectations of first response time, you can also set team-specific Reply Times.

Learn more about Team Office Hours or Team Reply Times, available on our Inbox Premium plan.

We’ve made several improvements to our mobile messaging experience, making it easier to:

• Customize when you send push messages
• Direct people to your app home, no URI input required
• Understand how changes you’ve made to push messages impacts performance over time
• Export granular .csv data to run in-depth analysis

1. Customize when you send push messages with our new visual delivery scheduler. To schedule your push message, click “Custom times” and select your delivery windows.

2. Direct people to your app home without having to manually input your app’s URI. Under “On tap, this will open”, select “Your app” to direct users to your app home. To send people to a specific page within your app, select “A deep link in your app” and input the specific URI.

3. See how changes you’ve made to your push messages impacts performance over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live push message and click on the “Sent”, “Opened”, or “Goals” tabs.

4. Run detailed analyses with granular .csv exports that now include separate files for opens, receipts, and goals.