You can now make responses to your customers even more personal with answer targeting! This will allow you to limit answers to specific audience segments when using Answer Bot, creating a more tailored experience for your customers.

To get started with answer targeting, add the unique criteria or set of attributes to each Answer you create.

You can start segmenting your responses now. For more information on Answer Bot, you can also visit these articles:

How does Answer Bot work? Answer Bot: How to create an effective answer When does Answer Bot send a message?

Emails you send to leads in Intercom that contain links back to your website can now be used to identify visitors. This means when these leads visit your website by clicking links in your email and start a conversation, their real name or email will show up instead of "Purple teapot from New York". Even better, you can send personalized messages to start more conversations with valuable leads and create a tailored experience from email to your website. You can enable link tracking here.

To learn more about link tracking in Intercom, check out our docs page.

You can now tag and message groups of Product Tour recipients at once based on how they interacted with a certain tour. For example, you can easily select everyone who viewed, completed, hit the goal, or had an issue with a Product Tour and add a certain tag to their user profile to keep track of which tours they've taken or send them a targeted follow-up message. Here's how to get started:

Our new reports give you an exact breakdown of how fast your team is responding to and closing conversations. Using these insights, you can instantly answer questions like “How many of my conversations are closed in an hour?” and then optimize your performance, if it’s below target.

For each metric, you will see six distinct buckets of response or close times, and then a corresponding percentage of conversations. These views are pre-defined by default and data is refreshed and calculated every time the page is loaded. Learn more about our performance reports here.

You can now decide whether all visitors and users must go through triage before they can initiate a new conversation. This lets you collect helpful info for every conversation and route it to the right team or teammate.

For example, you can have users select between wanting to get in touch with support, sales, report a bug, or request a feature before they're able to compose and send their message. After their initial interaction with the Custom Bot, the message composer will re-appear. Here's how to enable this feature:

To learn more about triggering Custom Bots when visitors or users start a new conversation, check out this doc.

Now you can set display conditions for each app on your Messenger home screen for more granular targeting. For example, you could show specific apps based on:

• Page URL to highlight relevant apps in context.
• Locale or browser language so customers only see apps in their language.
• Attributes such as company size.

You can let Answer Bot automatically resolve even more questions by having it reply to new conversations from your auto messages.

When creating an in-app message, set a follow-up, and then select “Let Answer Bot respond.”

You can now set goals for Product Tours to understand their performance. A goal can be any event or change to a user attribute, enabling you to know how many people took a desired action after receiving your tour.

You can set a time limit for goal attribution as well, so you'll only count a goal being reached if it happens within 1 day, 3 days, 7 days or 30. Setting a shorter time limit for simpler goals will help you know the actual impact of the tour.

For more information, check out our new doc on Goals for Product Tours.

Now you can add actions at any point in your Custom Bot paths. For example, you can assign a lead to sales during a bot interaction, enabling sales to act faster and connect with more leads while they’re on your website.

Previously it was only possible to add actions like sending an app, assigning a conversation, or tagging a lead at the end of a path. Now you can have Custom Bots take an action as soon as you want. Check it out:

Our new report lets you easily drill down into the content of your conversations and spot emerging trends. Using the conversation tags report, you can:

✅See all tags by volume across inbound and outbound conversations, over time

✅Know how often tags are applied, compared to total conversation volume

✅Analyze multiple tags together, or further filter conversations by a specific date, user tag, teammate and source

If you need custom insights, you can also export a CSV of your conversation tags data. To learn more about the new report, read our help article.