The new Intercom Inbox is built to handle the volume, speed, and scale of internet business. Designed for the people who use it most, the new Inbox is packed with new features that streamline workflow and collaboration in order to increase team productivity, efficiency, and satisfaction.

Read more here.

Looking to increase your email open rates? Now, you can easily capture the attention of your different customer segments with dynamic subject lines.

Simply define your audience rules, personalize the subject line, and start sending highly targeted email campaigns.

Manage your Articles at scale with bulk actions! Simply select your Articles to publish or unpublish, move collections, or delete. And with new filters for status, language, tag, or collection you can quickly find the Articles needing your attention.

Since the release of Surveys in March, over 1.25 million users have been reached! We’re seeing Surveys helping our customers understand and get closer to their customers. To continue this momentum, we’ve built three new exciting Survey features.

Advanced Reporting for Surveys: Unlock powerful insights faster than ever before by slicing and dicing your survey responses using all your customer data within Intercom. Segment your NPS® scores by region, churn reasons by subscription type, and more - enabling you to better understand your customers and quickly take action.

• The days of exporting, formatting, and importing survey data are over - easily access all collected survey data in one place
• Run your NPS® surveys and follow-up workflows via Intercom. Plus, with our new NPS® reporting, drill-down even further to understand the scores
• Visualize and explore collected data with ease by customizing your time frame and filtering based on user and company attributes to unlock new customer insights
• Leverage insights alongside Intercom's rich customer data to automate targeted messages, tours, campaigns, and more

Read more here.

Branching Logic: Design responsive surveys - sending customers down different paths depending on their answers to previous questions.

• With simple if, then statements, change the flow of your survey based on a customers’ answers
• Experience higher response rates by showing questions that resonate more with your customers
• Respect your customers’ time - only ask questions that are important to them
• Encourage your customers to take action by displaying contextual and compelling thank you messages and next steps

Read more here.

Triggering Surveys via code in your mobile app: Launch surveys from a button anywhere in your mobile app. Choose where you want to engage with users easily and in-context to capture relevant feedback.

• Get in-context feedback from users wherever they are inside your mobile app
• Users can easily take the survey natively in your mobile app with a simple click of a button
• Persistent survey buttons enable users to choose when to take a survey
• Depending on your mobile app design and users’ journeys, choose where you would like the survey to be triggered in your mobile app

Read more here.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

In addition to other supported video hosting platforms, you can now embed YouTube Shorts in Articles. This video format is highly optimized for mobile video content consumption.

Move away from just using plain text in mobile push messages. Add images to make mobile push more contextual, personalized and engaging. 🎉

Available on both Android and iOS, you can now add images to your mobile push messages to make them more engaging and increase their open rates when delivered to the user’s device’s notification center.

You would need to upgrade to the latest mobile SDK to use this feature. To learn more about rich push messages, visit the Help Center.

We're excited to announce that we now offer Australian Data Hosting!

Following our launch of European Data Hosting, Australia is the latest location in our Regional Data Hosting program. This means that Australian businesses can now have their customer data processed locally when using Intercom’s platform.

The data that will remain in-region when being processed includes:

• All Visitor and Contact data collected by the Messenger for a workspace
• All the Conversation data that happens via the Messenger for a workspace
• All the data attributes or events a customer collects on their workspace

Our regional data hosting program aims to bring the same great Intercom experience, hosted closer to home.

Read more about data hosting and how our engineering team managed this infrastructure project on our blog.

Now you can handle your Instagram direct messages right from your Intercom Inbox, helping you deliver faster responses while maximizing convenience for both your team and your customers. And to keep your team efficient, Instagram works with all the same Inbox automations you rely on, such as macros, rules, SLAs, and more.

Install the Instagram app from our app store, or visit our help center to learn more.

Create tailored and personalized emails across the entire customer lifecycle - offering up the right content at the right time with our newest feature - Dynamic Content.

What are the benefits?

• Time savings: Reduce the time your team is spending creating tailored emails 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.

Check out this article to learn how to get started.

With our latest release we have improved the reporting available for Articles. A new section called “Search results” shows you what keywords your customers are searching for and how often, the click through rate and average number of articles returned for each keyword, and the performance of those articles. Improvements to the “Article engagement section” now show you the performance of an article over time, positive and neutral reactions in addition to negative reactions, and viewing improvements like filters and toggling between numbers or percentages.