We’re making it easier for you to uncover valuable insights about how your messages are performing. You can now choose from two Customer Engagement CSV reports:

• Detailed Stats: CSV report provides a detailed breakdown of all the users that received your messages
• Message Overview: CSV report that provides an overall aggregate stats view of a workspace’s outbound message along with auditing data

*The previous Customer Engagement CSV report is now called “Detailed Stats” CSV report. The additional field, ‘first_event’, was added to the receipts.csv file to allow customers to easily aggregate messaging data and metrics using the export.

See your Customer Engagement report here.

We just updated our Node SDK, released a new version of our API, and streamlined our technical documentation to make integrating with Intercom easier than ever.

We updated our Node SDK 🙌

We released several improvements - including coverage for our latest API - to make integrating with Intercom more developer-friendly. In addition to covering all the new endpoints in API v2.4, the new Node SDK v3.1.0 includes:

• New TypeScript type definitions and additional abstractions
• More modern patterns including Promises, Async, and Await
• Updates to legacy dependencies

Check out our migration guide to jumpstart your upgrade.

Version 2.4 of our API is live ⚙️

We made a number of improvements to our API, including:

• A new endpoint to update a company
• New fields for the Contact Model
• Improved conversation search
• A fix for source.author.type field in case of auto message from a team

Our technical documentation got an upgrade 📚

We updated the appearance of Intercom’s public documentation to make it easier to navigate and find the information you need.

This is just the start of a number of releases we have planned to make building on and integrating with Intercom easier, faster, and more secure. If you want to learn more about recent updates to our platform, and get a sneak peek at upcoming releases, register for our upcoming Developer webinar!

Introducing our latest email editor enhancements that give you the flexibility to easily design emails that match your brand. New features include:

• Match the look and feel of your brand with increased design customization options:

• Personalize your communications even more by easily accessing email templates.
• Speed up your design process by setting 3 new styling rules for your entire email with a click of a button:

Starting today we’re introducing five new permissions to keep your sensitive contact data secure👏! First, in Teammates Settings you can now control which teammates access the “Contacts” section of Intercom and export specific contact reports and data. There are four new permissions to help you do this: 1) Can access people, companies and account lists 2) Can access lead and user profile pages 3) Can export Outbound data and 4) Can export CSV. We are also introducing a new permission to control which teammates can set a Product Tour live.

To learn more visit our help center!

With previews of Answers in Resolution Bot you can now ensure that you have crafted your Answers correctly and view the end user's experience. This allows you to confirm that everything is set up properly and working as intended.

We have enhanced the Messenger even further by introducing Article Suggestions which can help boost your articles view rate by up to 135%.

Articles can play a crucial role in increasing customer self-serve rates and reducing inbound conversations especially for repetitive inquiries. Here is how you can maximize the value of your articles:

1. Ensure your help center is switched on for customers to browse articles
2. Provide customers the flexibility to search and browse for Articles directly within the Messenger
3. Take it a step further with Article Suggestions - Simplify customers’ search for help by providing suggestions to articles even before they start searching.

How do Article Suggestions Work?

• Your customers will see the top 3 suggested articles based on highest viewership in the last 7 days.
• Suggested articles will be tailored for visitors and users.
• You can also exclude certain articles from appearing in the suggested articles list.

With Article Suggestions, increase your articles view rate, guide customers to self-serve and reduce inbound conversations so that you and your team can focus on the more critical issues and VIP customers.

To learn more, visit the Help Center.

Now you can filter by company data attributes in your custom reports and charts for more powerful reporting.

To learn more, visit our help center.

In Resolution Bot you can now dismiss unanswered questions. Remove questions that are unnecessary or unable to be answered by a bot to help you cut through the noise and keep your Unanswered Questions page relevant and useful.

To learn more, visit our help center.

Keep your support team operating efficiently by automatically creating or updating Salesforce cases from your Intercom conversations! 🙌

Use Intercom rules, actions, and triggers to create an almost endless number of powerful workflows to automate how your cases are created or updated. This includes:

• Custom Bot and Resolution Bot actions
• Inbox automation rules
• The Conversation Closed / Open global triggers

This new update also lets you:

• Set a default Case Record Type, allowing you to control what Case Record Type to use when automatically creating a case.
• Use new mapping options to customize what attributes are automatically sent from conversations in Intercom to cases in Salesforce.
• Review failed sync attempts in the Sync Errors Tab area of the app settings panel to gain greater transparency on the status of your integration and better context to triage potential issues.

Here is a link to our help document that explains how to implement automatic case creation.

We now offer European data hosting – allowing your most important data to remain entirely in Europe! This 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

European data hosting is only available to European customers by creating a new workspace. At this time it is not possible to convert a US workspace to EU data hosting. Starting in Q1, we will be offering migration tools to help our customers who wish to move to EU data hosting.

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