Now you can prioritize inbound conversations even faster. Priority rules let you automatically mark conversations as important, making it easier for teammates to instantly see which ones need their attention first. When creating a priority rule, you can use any details about a lead, user or company that’s tracked in Intercom, along with info about the message.

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

When you select "Owner" in the "From" and "Replies assigned to" fields, you will also select a fallback teammate in case a recipient does not have an account owner. To learn more, check out this doc. This feature is only available on our Messages Premium plan.

You can now add video clips with captions to your visitor and user auto messages. Video clips will embed full-width in messages and autoplay muted when delivered to recipients. Video clips are great for increasing engagement and adding a personal touch to your messages.

To get started, head to your messages list and edit or create a new message and insert a video clip. Videos must be 40mb or less. To learn more about composing messages and using video clips, check out this doc.

Having your sales data across multiple tools means time wasted switching tabs or copying and pasting data. Now, you can seamlessly sync deals, leads and conversations between Intercom and Pipedrive, so you have the context you need to capture and convert more leads.

With the Pipedrive app, you can:

• Keep your CRM up to date by creating deals in Pipedrive with one click as you capture and qualify leads in Intercom
• Easily access the context you need for your conversations by viewing details about a lead's Pipedrive deal, stage and status without leaving your Intercom inbox
• Get a complete picture of all communications with your leads by automatically sending conversations in Intercom to leads' profiles in Pipedrive

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

With apps, you and your customers can seamlessly take action right in your conversation, like scheduling a meeting or starting a video call. Now, your team's most commonly used apps will automatically appear in the bottom of your composer, so you can insert them with just one click. Plus, you can now send apps in any conversation – whether the conversation is in the Messenger or over email.

We've also made it easier to get the most out of your apps right from the beginning. When you install an app, check out the "Getting Started" tab to learn where in Intercom you can use the app and how it works.

See our docs to learn more.

You can now choose to remove the two minute delay for Task Bots during office hours, allowing them to respond immediately, regardless of your typical response time.

This means Task Bots will trigger as soon as someone writes in via the Messenger. If you have lead qualification enabled, Task Bots will qualify leads immediately, so your team can prioritize responding to the highest value ones first 🤖⚡️

Intercom's web Messenger is now accessible and compliant with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, because business messaging should reach everyone, regardless of how they interact with the web.

To learn how to make your Messenger accessible, click here.

We have updated our TLS/SSL configuration to reflect current industry best practices for securing customer data. All data sent through Intercom (with the exception of data from our mobile SDKs) is now sent over at least TLSv1.1.

There should be no disruption of service from this change, as all modern web browsers support this configuration. More information on our security practices is available here.

You can exclude non-office hours from your Inbox reports, giving you a clearer understanding of your team’s performance. This includes metrics for median response time, median first response time, median first response to leads and median close time.
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To exclude non-office hours in your response metrics, visit the Messenger Settings. Once selected, this setting applies to all teammates in your app.

We've revamped our APIs and webhooks to make it easier than ever to build on the Intercom platform and streamline your workflows. Our APIs are now backwards compatible – you can upgrade to the newest version whenever is best for you and have confidence that your apps will continue to function as normal in the meantime. Learn about our brand-new API version 1.1 on our API changelog, and upgrade your version right from the Developer Hub.

We've also redesigned our webhooks infrastructure to improve stability and scalability, and we've launched brand-new webhooks for snoozing and unsnoozing conversations and tagging and untagging leads. Plus, you can now easily select the webhook notifications you want to receive and request permissions for each directly in the Developer Hub.

Explore our developer docs and API changelog to learn more, or get started building an app.