We have made improvements to Suggested Answers in Resolution Bot, such as a new dedicated page for Unanswered Questions and deeper insights into how a suggestion has changed over time. The new Unanswered Question page allows you to view all Answer suggestions, making it easier than ever to create Answers to your customers commonly asked questions.

To learn more, visit our help center.

Now you can change the notification sound you hear in the Inbox when there is new activity in a conversation for greater control over your Intercom experience.

To learn more, visit our help center.

We have completely redesigned the Article Search App to be an integrated Help Center experience that helps drive better self-serve support by allowing your customers to search and browse your Articles directly from the Messenger.

1. Move the Article card to be more prominent at the top of your Messenger, helping your customers get answers faster

2. Require customers to search or browse for an answer before being presented with the option to chat with your team

3. View articles in an expanded window for easier reading while in the Messenger

4. Searching and browsing Articles is supported from SDK version 10.3.0 in iOS and 10.2.0 in Android

With the new Articles in Messenger, you can encourage your customers to help themselves first, leading to an up to 3X increase in Articles engagement.

To learn more, visit the Help Center.

Our newest permission allows you to control which roles or individual teammates can import customer data from the Contacts List or via our Mailchimp or Mixpanel apps.

To manage these permissions, navigate to your workspace’s teammates or teams & roles settings and simply toggle which teammates or roles should, or shouldn't, be able to import customer data in Intercom.

To learn more, visit the Help Center.

We just updated our Salesforce App with several improvements to streamline team workflows, simplify configuration, and improve data accuracy.

Create and view Salesforce cases using your existing record types without leaving the Intercom Inbox 📥

Take advantage of pre-existing layouts, default values, and required fields to ensure the right data is available to work cases and use in your Salesforce workflows.

To use Salesforce case record types in Intercom, you need to enable access in your Salesforce app settings area. You can also first test the configuration using your Intercom test workspace and Salesforce sandbox. Additional information can be found in this help document.

Check the status of your Salesforce configuration ✅

We added a status that indicates the last time your Salesforce Account, Lead, and Contact data successfully synched with Intercom. This will help you to more easily monitor and troubleshoot potential issues with your Intercom and Salesforce configuration. Check the status in your Salesforce app settings area.

Improve your configuration with recommended mapping fields 🔁

When possible, we use recently updated Intercom and Salesforce records to recommend the optimal field to map your Accounts in Salesforce with Companies in Intercom, making your configuration more accurate and easier to set up.

You can review or update your mapping settings here.

Check out the latest updates to Resolution Bot!

• With four options to choose from, you can now customize the text of the quick reply buttons in Resolution Bot to tailor the experience to your audience
• During a conversation, if Resolution Bot is asked the same question multiple times, it will now acknowledge that it is showing the same answer, easing frustrations among your customers

To learn more, visit the Help Center.

Need to send transactional messages to your customers? Intercom has you covered. With event- and schedule-based messaging, granular email subscription settings, and our new transactional email deliverability feature, you can ensure your customers always receive business-critical messages, including:

• Account creation or verification
• Shipping or delivery confirmations
• Password resets
• Event reminders
• Credit card expiration reminders
• And more!

Unlike other tools, you’re not limited to email. So whether it’s in your app, via push—wherever—customers get the message right away.

To learn more, check out this article or this blog post.

Now starting outbound conversations from the Inbox–which lets you resolve complex issues faster–has even more functionality. Now you can:

• Set whether a macro should be available when your team composes replies, new conversations, or notes to ensure they only see macros that are relevant.
• Apply tags via a macro when starting conversations.
• Choose whether or not CSAT surveys should be sent at the end of outbound conversations.
• Enable inline attachments for files uploaded in outbound conversations.
• Move to the Inbox when sending a message from Contacts so you can use the more advanced composer.
• Send outbound conversations via an API and choose whether new conversations should appear in the Inbox (coming soon).

To learn more, visit our help center.

Now you can create Resolution Bot answers with 25 additional languages to choose from. Resolution Bot is now available in: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Англи хэл (Mongolian)

To learn more, visit the Help Center.

With our new email deliverability report, you can now easily track your aggregate email deliverability rates over time. You can find this new report in the Customer Engagement reports section of Intercom.