You can now report on conversations at the topic level when you export conversation data, allowing you to monitor topic performance over time. You can also filter the data export by topic using the dropdown menu beside the date filter, giving you even more control over what gets included in your data exports.

To get started, visit the Conversation Data Exports page, expand the ‘Conversation information’, and check the box for ‘Topic’.

With personal macros, you can now create macros that sound and work exactly how you do. These personal macros won’t be visible to anyone else in your Inbox or workspace settings.

To create your first personal macro, go here. Or to find more macros inspiration, read our best practices article.

You can now create nested lists within articles, giving you the ability to break down complex topics within your help docs.

To get started, select the bulleted list option in your tool bar, and hit “tab” to create sub-bullets. You can also drag and drop images into your lists, making them even more engaging for your users.

Click here to get started with nested lists!

With Article Search, you can now search for links within articles with keywords, making it even easier to update all of the content you already have on any given topic.

Simply type the keyword or phrase of your choice into the search bar, and any matching articles with that will appear in the list below. You can also use quotation marks around your keywords to search for exact phrases.

Get started with article search today!

With behaviors for Resolution Bot you can create customized support experiences for different customer segments.

For each customer segment, decide between bot only, one-time, looping, or disabled (bot free) customer experience. You can also customize bot intro’s for each behavior, or turn them off completely.

Get started with bot behaviors today!

Here are some of the newest apps in our app store. 🎉

Use video to resolve complex support issues faster 📹

RemoteHQ - Reduce resolution times for complex support issues and improve customer experience by transitioning from live chat to a real-time, collaborative co-browsing session with embedded video chat

VideoSupport - Allow your customers to record and submit videos directly to your team through the Intercom Messenger to troubleshoot technical problems faster

Hyper-personalize customer interactions 🎯

Targeting with Heap - Automatically sync your Heap behavioral segments to Intercom to improve targeting and personalization across all Intercom messaging channels

VideoAsk by Typeform - Embed asynchronous, face-to-face video chats into Intercom conversations to make interactions more personal and build stronger relationships with your customers and prospects

Turn conversations into product insights 💡

Fibery - Seamlessly link your customer conversations to product insights and feature requests to make better-informed product decisions

Check out the Intercom App Store!

Apps improve your customers' experience and team's efficiency — enabling actions in the Messenger and the Inbox, keeping data in sync across your tech stack, and triggering workflows in other tools.

Explore these and the 300+ other apps available in the Intercom App Store! Is there an app or integration you'd like to see built? Let us know! 🍻

Admins in Intercom can now set message targeting rules based specific roles. Use these new settings to ensure your team is only messaging the right audiences.

As an admin, create a new role or edit an existing one within your team & roles settings to set permissions.

Teammates that have been given specific default rules will see them whenever creating a new outbound message.

To learn more, check out this article.

You can now see which of your teammates created and edited your topic definitions and when in teammate activity logs.

To get started, simply select ‘General’ under the settings page. From there, select ‘Teammate Activity Logs’.

Introducing reporting permissions! Control which roles or individual teammates can access reports in Intercom.

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, have access to reporting in Intercom.

To learn more, check out this article.

We’ve made saved replies into an even bigger efficiency driver for your team– so much so that we’ve given it a new name.

With macros (formerly known as saved replies), you can apply not just pre-written responses but common Inbox actions too. This significantly reduces the manual steps your team needs to complete while ensuring customers get the fast, consistent support they expect. It’s a win-win.

👉Speed up resolution time by completing multiple actions at once. With macros you can group common actions together– like tag, assign, snooze, close, add a conversation data attribute– and apply them with one click in conversations or internal notes. To save even more time, you can bulk apply macros too

👉Enhance your team’s experience by eliminating tedious tasks. You can reduce the number of manual actions your team needs to do for every conversation. With all that time and energy saved, teammates can better focus on what they love most– solving problems and helping customers.

👉Ensure great, consistent support across your team by standardizing workflows. When you create macros for common workflows, you make it easier for teammates to always take the right actions, at the right time. To keep your macros organized– and ensure they can be discovered quickly– you will be able to restrict access by team, or make them private (coming soon).

Ready to get started with macros? Hop on over to your inbox to try it now. If you’re looking for more inspiration, read our best practices article, or share your own on Interconnected.