Need to reach a specific user in a fast and direct way? You can now send 1:1 SMS conversations with your users from the Inbox.

Simply click the compose icon from the Inbox menu and select “Conversation”.

Then select SMS as the channel type, and draft your message.

To learn more, check out this article.

Now you can create Resolution Bot answers with 5 additional languages to choose from. Resolution Bot is now available in: Chinese (Simplified and Traditional), Japanese, Korean, and Vietnamese.

To learn more, visit the Help Center.

We’ve introduced two new survey features to improve the editing experience and drive completion rates.

First is live previewing: you can now preview how a survey will look in your product, app, or website by selecting preview survey from the editor.

Second is surveys in email: you can now embed the first question of your surveys in email. When a customer receives the email and selects an answer, the survey will open on the page you have set it to appear on, and their response to the first question will be automatically stored. All you need to do is generate an HTML snippet and copy it into an email.

To learn more, check out this article.

Manage your bots at scale with Custom Bots that are linked to other Custom Bots, making it easier and more efficient to maintain content that appears in multiple bots. With linkable bots, you can create re-usable bot flows that can be linked to from both inbound and outbound Custom Bots.

Learn more in the help center.

Create tailored and personalized chats across the entire customer lifecycle - use Dynamic Content to offer up the right content at the right time.

What are the benefits?

• Time savings: Reduce the time your team is spending creating tailored chats with our scalable no-code solution.
• Strong targeting: Leverage your existing customer data in Intercom to create highly targeted rules- ensuring you’re sending the right information to the right audience at the right time.
• Personalized and engaging content: Create timely, relevant communications that your customers are more likely to engage with.

Now, you can map your sender address to the inbound address your customers contact you from. With this option, if a customer contacts you through support@examply.com, then your replies will also come from support@examply.com.

This means your customers will experience:

• Better privacy and security - Protect your customers’ identity by replacing email addresses including their names with a standardized company email - your customers will enjoy this added level of protection and incoming emails will be less likely to look suspicious.
• More personalized support experiences - When your customers see a reply coming from the address they reached out to, they will be more likely to open your emails and will have immediate context on who is reaching out to them.

It’s as simple as 3 clicks to get started!

Learn how to update your settings here.

With Custom Actions and Custom Objects our bots just got a whole lot smarter - by letting you integrate and flexibly store more of your customer data you can now answer more questions entirely through Custom Bots and Resolution Bot. This means you can solve common queries that require data from other systems and use automation to answer questions like:

• I need to change my delivery date
• What's my latest gas meter reading?
• When will I get paid?

You'll benefit from quicker resolution times and shorter support queues, while your customers can more easily self-serve their query and avoid the frustrating wait for an agent.

Custom Actions: Build no-code integrations to show or take action on information in external systems, without needing to invest significant R&D resources.

Custom Objects: A flexible way to model your customer data in a way that makes sense for your business, helping you create more contextual and effective campaigns.

Learn more in the help center.

Engage, activate, and connect with customers like never before. Our two-way SMS lets you have back-and-forth customer conversations, and send real-time promotional offers, transactional messaging, and more.

Here’s why you’ll love Intercom SMS:

• Higher engagement: With a 98% average open rate, SMS is the perfect channel to actively engage with and connect to your customers—wherever they are.
• Conversational experience: The best thing about two-way SMS is having your customers’ full attention. Use it to chat with them directly from the Intercom Inbox.
• Personalized and targeted: We capture and store your customer and event data for you—giving you automatic access to powerful SMS targeting, message personalization, robust reporting, and more.
• One solution for all teams: Intercom SMS is designed to meet the needs of all your teams - from marketing to sales to support, all teams leveraging SMS to connect with their customers will see the immense benefits this channel can offer.
• Self-serve onboarding: It’s simple to get started with Intercom’s native SMS tool, and instantly reap the benefits of self-serve onboarding, text message reporting, consent management, keyword handling, and more.
• Omnichannel experiences: Create seamless omnichannel campaigns in our Series tool, and connect them across SMS, in-app messages, Product Tours, email, and more.

Check out SMS or visit our help center to learn more.

We’ve released a new and more granular permission for managing teammates’ away status called "Can change other teammates' status." This more specific permission allows a teammate to manage only the Active/Away status of other teammates without granting them access to the more expansive permission “Can manage teammates, seats and permissions” which allows for adding and removing teammates and seats.

To learn more visit our help center article on permissions!

The latest version of our API is packed with updates to improve data interoperability, streamline reporting, and enable more sophisticated workflows 💪

Easily export message data via the API 💬 Export message data in a given timeframe to analyze the performance of your campaigns. You can also combine these data with external tools to understand precisely how your messages are impacting customer behavior.

Automatically deflect phone calls to the Intercom Messenger 📞 We added an API for Switch, enabling you to reduce inbound call volume by deflecting incoming phone calls to the Intercom Messenger.

A number of improvements were made to our webhooks 🚀 We introduced versioning to payloads and topics, added new topics, and made updates to our Contact topics.

We now list Tag dependencies on deletion 🏷 If a Tag has dependencies and cannot be deleted, we now return an error message listing those dependent objects.

See a detailed description of the updates and get started using API v2.5 here.