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.

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

Effortlessly escalate live chats to voice calls from the Messenger 📲

SnapCall - Boost sales conversions and deliver outstanding customer experiences by quickly initiating calls with prospects or customers from the Intercom Messenger.

Convert more leads to customers 🤑

Cue - Inform your website visitors of new customers or recent purchases, boosting trust and validation with your leads and increasing conversion rates.

Nethunt CRM - Maintain conversation history, create new leads from chats, and automatically link conversations with NetHunt’s Gmail CRM for sales and marketing teams.

Update teammates with customer alerts and system notifications 🔔

Nalia - Identify which customers are at risk and notify your team so they can prioritize and take action.

Troops - Monitor your key systems for changes, notify the right people, and present a list of actions for them to take.

Analyze your data outside of Intercom 📊

Actiondesk - Access, explore, and analyze all your live Intercom data in spreadsheets.

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

You can now disable the composer at the end of a Custom bot path, preventing end-users from starting a conversation and creating fully automated experiences. To do so, add 'Disable message composer' as a follow-up action to a specific bot path:

End-users that follow that specific path will now no longer be able to start a conversation:

To learn more, check out this article.

Introducing Notes in Series. You can now leave notes for yourself, or collaborate with teammates, directly within Series. Simply drag in a note from the right-hand toolbar and type your note.

We've introduced a number of new features to make Articles more flexible and easy to use for you and your customers. Here's a snapshot of all the new features you and your team now have access to:

1. With anchor links, you can now add links to multiple sections of articles in your Help Center, making it easier to direct customers to specific information.

2. With tables, you now have more flexibility with formatting your Articles to easily breakdown more complex information.

3. Now you can add alt text to images in Articles, which allows screen readers to have more access to help content. This change will make your content WCAG compliant.

4. Separate different sections of your articles by inserting a horizontal divider.

For more information, visit our help docs on tables, alt image text, dividers, and anchor links.

With anchor links, you can now add links to multiple sections of articles in your Help Center, making it easier to direct customers to specific information.

Simply copy the anchor link while you’re in the editor and paste it wherever you’d like - they can be used in-product, on your website, or even in other articles.

You can even use the article inserter to send customers to specific article sections in conversations.

Visit our help center to learn how to get started.

Introducing no-reply post messages! You can now set whether your Posts can be responded to with text or emoji reactions, or prevent replies altogether.

Setting your reply type to None will result in small or large Post messages messages that do not give your audience an option to respond. Use this format for product announcements, proactive support messages, and more, when a response isn’t needed.

To use this feature in your mobile app, you must have the latest version of our mobile SDKs.

To learn more about this feature, check out this article.

You can now test up to five different message types, message content, CTAs, timing, and more in Series. Simply add a split test block in a Series to get started.

From there, add a goal (this can be different from the broader Series or message goals) and choose how many people should go to each test.

Create the varying messages, and set your Series live ✅

When you accrue enough data to determine the most effective path, select the winner, and any new users that enter the Series will only flow through that winning path.

Get started with Series here or learn more about split testing in this article.

Remembering to update your iOS push certificates each year can be tricky. You can now switch to using a .p8 certificate instead, which doesn’t expire every 12 months. Once you make the switch, there’s no need to worry about upgrading again.

To learn more, check out this developer doc.

Starting today, you can keep sensitive information secure by limiting which conversations a teammate can access in the inbox.

You can set conversation access in two ways. First, at the teammate level by manually restricting conversations to a subset of teams or teammates. Or you can set this permission in bulk using Custom roles.

To learn more about customizing your permissions, see our help doc.