Introducing new company priority settings in Series 🎉

You can now set whether your Series messages are sent to every user, regardless of how many companies they belong to (meaning one user can receive multiple of the same message - one message per company they belong to in Intercom), or whether Series messages are only sent once per user, regardless of how many companies they belong to.

Setting your Series to prioritize a single company means users belonging to multiple companies that match your rules will only receive messages for the highest priority matching company. Set priority based on company attributes to ensure you’re reaching your users at the ideal place.

To learn more, check out this article.

You can now target users in Series based on how they’ve engaged with other Series. Set rules based on if users have…

• Started a Series
• Completed a Series
• Disengaged from a series
• Exited a Series
• Hit a Series goal

To learn more about targeting in Series, check out this article.

With the latest versions of our iOS and Android apps, you can now tag conversations just like you can on the web. With this update you can also search tags, remove tags, and create new ones, giving you all the power of our web application, but on your mobile device.

To tag a conversation from the Intercom app, simply tap and hold the part of the conversation you want to tag, select “Tag this reply”, and select the tag of your choice. If you have permissions to create tags, you can also select “Create a new tag” to create a new one.

To get started, download the latest version of our app for iOS or Android.

With custom reports, you can see all the metrics that matter to you, all in one place. You can measure exactly what’s relevant to your team, represented in a flexible way that’s right for your business.

• Customize your own dashboards to fit your team’s unique needs
• Build custom charts leveraging more of Intercom’s data–including user and conversation data attributes–for advanced reporting
• Drill in to see the conversations behind charts to get more context for your metrics
• Export custom charts to use the data wherever you need it

To learn more, visit our help center or take a tour.

With conversation topics, you can now leverage ML to flexibly categorize your conversation data, helping you uncover insights, surface trends, and drive business decisions. Now, right from Intercom you can:

1) Learn exactly what their customers are talking about using an ML-generated report of the most common topics from customer conversations

2) Save time categorizing your conversations with topics that are automatically applied in the Inbox

3) Drive informed business decisions like product enhancements or support content creation through topic-level reporting

For more information on conversation topics, visit our help center or take a product tour.

Take control of your email reputation with new custom return paths. When sending emails with Intercom, you may already be using custom domains for the “from” and “reply to” addresses, but now you can have even more control over your email deliverability by using a custom domain for the return path address too.

All it takes is updating your Addresses & domains settings. To get started, check out this article.

You can now see user lists for non-message blocks in Series. User lists were already available on message blocks (e.g. emails, posts, etc.), but we've now extended this reporting to non-message blocks as well.

Simply click any rules, wait, tag, or split test block within a Series, and you'll see a detailed breakdown about each user, including:

• When they reached the block
• How long they'll wait for
• When they left the block
• If they met the rules or not

You can now set Series-level goals based on company data - not just individual data. Use this new feature to take a broader approach to your messaging goals.

Universal links are Apple’s way to link to content in your iOS app or website, depending on their context.

From v9.3.0, the iOS SDK is able to handle the universal links that you use in articles, conversations, in-product messages (like Mobile Carousels and posts), and push notifications. This keeps customers in your app and lets you direct them to the right screen.

Need to ask your customers to update their account info, but aren’t sure whether they’ll see your message on the web or in your mobile app? No problem. Use a universal link and they’ll get to the right place in your app or website every time.

To use universal links in your iOS app, upgrade to v9.3.0 today and follow the instructions in our developer documentation to set it up.

If this update got you excited about using universal links for the first time, check out our Android documentation to do the same thing there as well 🥳

On December 9th, we announced an open beta for new Resolution Bot features. These features are now permanently available to all Resolution Bot customers, and we're also introducing bot intro. Here is a snapshot of all the new features you and your team now have access to:

1. Resolve more conversations with looping- Resolution Bot will now attempt to answer multiple questions within the same conversation as the default setting for new customers. Your customers will still be able to connect with you by clicking the “Talk to a person” quick-reply button. Looping is available for desktop, mobile, and mobile SDKs, and can be managed in Operator settings.

2. Let Resolution Bot introduce itself with Bot Intro - You can now let customers know with more clarity that they’re talking to a bot while looping is enabled, which empowers them to ask clearer questions and helps to increase your resolution rate. This can be enabled in Operator settings.

3. Surface articles where answers don’t exist - Resolution Bot will automatically surface articles to your customers to help answer their questions. Article suggestions taskbot and looping must be turned on for this feature to work.

4. Auto-close option (looping only)- If a conversation has been inactive for 3 minutes or more, you can choose to either automatically close a conversation or route it to a team member. The default setting will be to route to a team member, but you can update this in Operator settings.

5. Understand your Resolution Bot performance with The Resolution Bot report for looping. - New reporting filters - You will now be able to see performance metrics for just looping, just one-time, or both.

- Updated reporting calculations for: - Sent: # of conversation where the answer has been served by the Resolution Bot - Resolved: Among "Sent", # of conversation that ended up with a "That helped" reply or soft resolution - Routed to team: Among "Sent", # of conversation that ended up being routed to the team

6. Let Resolution Bot take control with bot only mode- this will allow you to put customers into a self-serve support only mode if they choose to.

For more information on these features, visit our help center.