We know that the Inbox is critical to helping your team deliver an efficient yet exceptional support experience. With powerful new rules and features, you can better manage conversations at scale.

• Automate 4x more manual tasks than before by triggering new rules for outbound messages, inactive teammates, after-hours questions, and more. Save even more time by completing multiple actions with a single rule.

• Get real-time oversight on conversations that need your team’s attention without jumping through multiple inboxes. With views, you can create a flexible list of conversations based on any criteria, like reply times, SLAs, or types of issues.

• Reduce inefficiencies by spotting duplicate conversations from the same customer. Task Bot now alerts you to a potential duplicate by posting an internal note in the conversation.

• Ensure that a conversation never falls through the cracks with our improved assignment property for Teams. Conversations can be assigned to both a Teammate and Team, so you have context on where it originated. And, if you’re in Away Mode, a conversation is now returned automatically to the right team.

For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.

By integrating powerful new conversation data across Intercom, you can create an end-to-end ticketing workflow to manage complex conversations more efficiently.

• Use bots to automatically collect upfront info from customers like topic and urgency — or whatever else your team needs to prioritize an issue — and route conversations to the right team based on that data.

• Surface conversation data in the inbox so that your team has the context they need to provide personalized responses quickly, without asking customers for more details.
• Edit data, add titles, and see unique IDs for conversations to make it easier to reference later on or share context when collaborating with others.

• Leverage conversation data in views and rules to create powerful workflows that automatically identify, categorize, and triage issues that can’t be answered immediately.

• Drill down into your reports by conversation data to see how different types of issues impact your team and support operations.

Ready to get started? Check out our guide on advanced workflows. For details on availability for your plan, please chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

Today, we released 20+ new features across Messenger, Inbox, and Reporting. These updates finally give you the power and flexibility to scale best-in-class support to more customers—all while improving team efficiency.

📥 Go beyond the simple questions – tackle the complex ones with new ticketing workflows

Create a ticketing workflow to manage complex conversations more efficiently by automatically collecting from customers info like topic and urgency — or whatever else your team needs to prioritize an issue — and using that data to route the conversation to the right team.

Read more about our new ticketing workflows

✅ Automate 4X as many tasks as before with powerful new rules

With robust and flexible new rules, your team can do more with less effort. For example, you can reroute requests if a teammate hasn’t replied. Or, you can use a single rule to complete multiple tasks, like marking a conversation as priority, applying an SLA, all in one go.

Read about rules and other Inbox enhancements

💬 Respond in real-time – or on your own time with a more flexible messenger

You can now deliver great asynchronous support, too. Show clear reply times and a self-serve icon when you’re not available, use bots to collect details for follow-up and make it easy for customers to continue a single conversation with your team for as long as it takes to reach a resolution.

Read more about our new Messenger features

📊 Robust new reporting tools, designed with you in mind

Our redesigned reporting gives you the insights needed to provide best-in-class support. We’ve added reports to monitor team performance and efficiency, as well as 12 new industry-standard metrics, like reopened conversations and closed on first contact. Plus, you can subscribe to the Conversations and Responsiveness reports by email too.

Read more about our new Reporting features

To see these features in the product, check out this tour.

To learn how to efficiently scale your support with all of these new features, see our help article.

We’ve made the Messenger more flexible so you can reply to customers in real time or later, increasing team efficiency while improving the customer experience.

• Set better expectations with your customers about when they’ll receive a response from your team. Reply times and previous conversations are now displayed more prominently so customers know what to expect and can easily pick up where they left off.
• Automatically collect information upfront about customer issues such as topic or urgency to triage conversations. When the right team jumps in, they’ll have the context to deliver efficient support right from the start.

• Let your customers know where they’ll receive a follow up from your team, making it easy for them to continue a single conversation for as long as it takes to reach a resolution.

To learn more, take a tour. For details on availability for your plan, chat with us via the Messenger.

Wanna see what else we’ve launched? Check out the roundup here.

We’ve completely redesigned our reporting experience, making it easier to get the insights you need to provide best-in-class support.

• Keep track of your support trends with our improved Conversations report, which includes new metrics for open, reopened, and snoozed conversations.

• Analyze how your team is handling and closing conversations with our new Effectiveness report. Plus, know how to make your support system more efficient by accessing new metrics like first contact resolution rate and average replies to close.
• Use our new Team performance report to monitor your team and benchmark individual performance. Help your team grow by seeing metrics like first reply time by team, conversations assigned by teammate and team, and more.

• Drill into your reports with new filters - including the new conversation data - so that you can understand what types of conversations are taking up your team’s time.
• Keep track of how your team’s doing and share your impact with others by downloading or subscribing to the Conversations and Responsiveness reports (beta). You can add other teammates to get a scheduled report, as well as customize the frequency, day, and time it’s sent.
• And, you can find all of your relevant reports in one place with our updated reporting navigation.

To see how it works, take a tour of our new Reporting features. For details on availability for your plan, chat with us via the messenger.

Wanna see what else we’ve launched? Check out the roundup here.

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.

For more information, visit our help doc.

Now you can install Intercom’s Messenger using Google Tag Manager, which is the easiest way to get the Messenger on your website or app – no code required.

Current customers do not need to reinstall the Messenger. To learn more, visit our help center.

The new Articles API enables you to automatically create, update, sync, and analyze help articles, even across multiple help centers or third-party knowledge bases.

Automatically manage and sync your help documents 🔄

Reduce the time it takes to manage your help documentation by programmatically creating, reading, updating, or deleting Intercom Articles, and then effortlessly sync them across custom-built CMSs, third-party knowledge bases, or multiple help centers.

Optimize your self-serve support and article performance ✅

Better understand and improve your help documents by easily exporting performance metrics - such as views, number of conversations created, and reactions - to analytics tools or data warehouses outside of Intercom.

Surface your articles in your app or website 💻

Improve self-service support by leveraging native Intercom features - such as the Article Inserter app - with articles from third-party or custom-built help centers.

Articles API is part of the new API v2.1, which also includes the ability to delete Companies, as well as archive and unarchive Contacts. Getting started is easy! Review our developer docs to see how.

Your mobile app just got a bigger stage with Mobile Carousels 🤩

You asked us for a way to mirror the Product Tour experience in your mobile app, so we built Mobile Carousels to do just that - and more.

With Mobile Carousels you can connect with your app users at every stage of the customer journey. Show them around, provide proactive support, and highlight features you know they’ll love - no code required.

• Show them around: Take new users on a personal tour with custom screens that match the look and feel of your app.
• Send the right message—at the right time: Share product announcements, special promotions, and more.
• Offer frame-by-frame support: Resolve common questions right in your app—before they ever reach your team.

Create your first Mobile Carousel today.

Prevent your customers from reopening conversations in your mobile app. If you've prevented customers from reopening conversations in your messenger settings, it will now also apply to conversations in your mobile app, not just on web.

To enable this in your mobile app, make sure you've prevented reopening in your Messenger settings and install version 7.1.0 or higher of Intercom's mobile SDKs.