You can now combine 'and' & 'or' rules in your People and Company filters, so it's much easier and quicker to create refined customer segments 🎉

Combining 'and' & 'or' rules will be coming to other parts of Intercom soon - watch this space! You can read more about filtering using 'and/or' in our docs.

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We’ve made it easier to find and insert emojis in your messages by adding an emoji inserter to our composer! You can now quickly create more engaging, personalized messages with a variety of rich content options.

Greet your customers by name and tailor responses based the information you collect with Custom Bots to provide a more personalized customer experience.

When customers search your help center, they will see more accurate results because our algorithm now matches entire search phrases — rather than just individual terms — and accounts for keywords in the article heading. In addition, your customers will be able to quickly determine which article is most helpful, as each result listed includes a preview of the content with the search term highlighted.

Improved search for Articles is available for any help center with English content.

Sales meetings are a critical step in your funnel, but scheduling them takes time and adds friction to your sales cycle. The Outlook Calendar app makes it easier than ever for leads and customers to book meetings into your Outlook calendar, right from the Messenger.

Share the app in a chat conversation, or send it automatically to your best leads via chatbots. Plus, add your calendar to your Intercom profile, your email signature or anywhere you wish – with your personalized, customizable public calendar link. Eliminate the back-and-forth, so you can focus on selling, not scheduling.

Install the app from the Intercom App Store, or see our docs to learn more.

The new Accounts view helps you organize and manage target accounts and their owners in Intercom. When used with the Clearbit Reveal App, you can send personalized messages to target accounts as soon as they visit your website and route responses directly to their account owners.

To send a message to target accounts when they're on your website, use the following rule. When Clearbit detects the domain of a visitor based on their IP and it matches the domain of a target account, the message will send.

You can create new target accounts manually, or import them using our Salesforce app.

To get started, head to your Accounts list and check out this doc to learn more about account-based marketing and sales with Intercom.

You now have more granular insights into which specific links are driving the most engagement in your messages. With better click data, you can identify specific types of content that drive interest for your audience and improve message performance across all the campaigns you run.

When viewing message performance, you will now see a “Links” section under the "Clicked" tab that shows the unique click count driven by each link you include in a message.

Note: For existing messages, a Teammate will need to edit the message or open and save the message first to start collecting updated link data

SLA (service-level agreements) rules let you consistently provide specific types of customers with the support they expect. With SLA rules, you can seamlessly prioritize, reply to, and track the conversations that matter most to your business. Key benefits include:

• Manage internal or external SLAs: effortlessly monitor and report on different SLA targets for different customers, like first response time and next response time.
• Prevent SLA breaches: get a real-time view of what conversations need to be replied to and when — without leaving your Inbox.
• Adjusts to when you work: seamlessly integrates with your support team’s office hours, so you always know exactly when you need to reply.
• Optimize service delivery: see if performance goals are met and identify opportunities to improve workflows based on missed targets with SLA reports.

SLA rules are available now for Inbox Premium customers. To learn more about the feature, go here.

Now it's easier to see conversations that need a reply, by auto closing conversations started by Custom Bots where the customer didn't interact. This cleans up your inbox, allowing your team to work faster and focus on valuable conversations only.

By default this setting will be turned on, but you can turn it off in Operator Settings.

We've redesigned the Task Bots menu to make it easier to understand and manage the bots you set up for leads, users and teammates. You can also view a dynamic preview of each bot in the Messenger. Check it out.