Introducing two new ways to improve your IVR Workflows on Intercom.

1. Call Overflow - You can now automatically route calls to a secondary team or configure one of our call deflection options (e.g. forward a call, send call to voicemail) directly on Workflows.
2. Call Rating - We've also introduced a call rating step you can add to your IVR Workflows to help you gather valuable team performance data and customer feedback.

We have introduced a new inactivity setting where you can send your users a customized follow-up message when they go inactive after chatting to our AI Chatbot, Fin.

This allows you to re-engage users or remind them that you’re on hand for support if anything else is needed.

This is available in the “Let Fin answer” block in Workflows, and complements the existing auto-close settings where you can configure how long Fin should wait before a customer is considered inactive and a conversation is closed.

The AI Chatbot inbox view has had a glow-up ✨

Now you can view your Fin chatbot conversations by resolution state – Resolved, Routed to team, and Abandoned.

This will make it easier for you to navigate and have greater visibility of your Fin chatbot conversations.

Following on from our new chart drill-in feature, we've now added the ability for users to export data from the drill-in table into a CSV file.

Advantages:

• Enhanced data analysis with spreadsheets: Get even deeper insights from your data by exporting to a CSV file.
• Streamline data extraction: Streamline the process of pulling your reporting data out of Intercom.

Tell us what you think & help us keep improving our reporting features – access the survey link directly within the feature.

Thanks,

Mark

We’ve enhanced the newly created Unresolved Questions report for Fin to provide you with greater visibility and control over the chatbot.

We’ve introduced a “Related Content“ tab that surfaces any content source that Fin used in unresolved conversations, allowing you to pin-point what existing content warrants improvements.

This means you can more easily identify which content is being used by Fin for specific questions, which will help you identify the improvements needed to fine-tune Fin to answer more efficiently and accurately next time the question is asked.

Until now, Workflows would continue as soon as a Conversation rating (CSAT) survey was delivered—regardless of whether a customer had given a rating.

Now, you're able to Wait for customers to give a rating before continuing the Workflow—making it possible to branch your Workflows based on a customer's rating of the conversation.

With the new Wait for a conversation rating and the Conversation rating attribute, you can direct customers to different teams, request a review, or take various other steps, all based on their rating.

To help more teams check and respond to customer feedback on the go, we’ve enabled SAML SSO for the Intercom Conversations mobile app on iOS and Android.

This will work for your account if you have SAML SSO available on your current pricing plan, and a SAML provider (like Okta or OneLogin) configured on your Intercom Workspace.

Sorting conversations and tickets in the order they started can now be done from chat layout with two new sort options – Started first, and Started last.

Previously only available in table layout, these sorting options will show a list of items that won't change position. That can make it easier for fast moving teams to keep track of which conversations they want to reply to first e.g. you can more easily take a 'first come first serve' approach.

From today you will see tooltips for links in inbound emails to make it easier for you to preview them. Images will also contain a link icon to make it more obvious that they're linked.

Where links are trusted (Intercom owned domains) the link icon and tooltips will appear on a white background.

When untrusted, they’ll appear on an orange background, and you’ll see a warning icon instead of a link icon. You’ll also see an orange overlay on top of the image that will disappear on hover, allowing you to see the full image.

When clicking on an untrusted link, you’ll see a quick warning page. This page shows you the full URL of the link and ensures you’re able to review the full link before opening it.

These changes should make it easier to spot links in inbound emails and check for any malicious or phishing URLs.

This latest update is all about enhancing how you visualize and interpret your data.

• Comparative Chart Types: Discover new insights with Donut, Area, and Relative Stacked Charts, enabling better comparison and understanding of complex data relationships.

• Advanced Tools for Comparative Insights: Upgrade your charts with Target Setting, Time Period Comparison, and Table Summary Rows, enabling richer, more focused comparisons across objectives and timeframes.

Ready to explore these new features today? 👇

Tell us what you think & help us further improve our reporting features – access the survey link directly within the feature.

Thanks,
Mark