Apps improve the Intercom experience for your customers and your team's efficiency — enabling actions in the Messenger, keeping data in-sync across your tech stack, and triggering workflows in other tools. Here are some of the newest apps in our App Store. 🎉

Understand how Intercom impacts user behavior

Heap - Analyze key Intercom conversation events in Heap to understand the effectiveness of Intercom messages Built by Heap

Extend self-serve support

Tribe - Improve self-serve support by enabling customers to search Tribe Community Platform content from the Intercom Messenger Built by Tribe Technologies

Collect and analyze customer feedback

Upvoty - Easily collect, manage, and track user feedback and feature voting from within Intercom Built by Upvoty

Acute Feedback - Seamlessly capture customer feedback from Intercom conversations and prioritize feature requests Built by Acute

Get context for complex support issues

LiveSession - Understand how users interact with your website by viewing replays of their sessions right from the Intercom conversion. Built by LiveSession

Explore the Intercom App Store!

Explore these and the 250+ other apps available in our App Store! Is there an app or integration you'd like to see built? Let us know! 🍻

Introducing message versioning for chats, posts, and push messages! 🎉 See how changes you’ve made to your messages impacts performance over time.

Any changes to the content, audience, goal, or schedule of a chat, post, or push message that are set live are now stored as their own version in Intercom, along with the name of the editor and the date/time the changes were made.

To see the version history of a message, simply click the version number at the top of any chat, post, or push message, and you’ll see all versions in the ‘Message history’ sidebar.

Selecting a version will populate the content and performance of that specific version.

Use this new data to understand what performs well, and what doesn’t, so you can continue to optimize your messages.

Note:

• Any time you edit the content, audience, goal, or schedule and set the message live, it will be stored as a new version
• Version history will not be retroactively applied to your existing messages. You will only be able to see versions for messages that are created or edited and set live after June 10th, 2020

To learn more, check out this article.

Now, you can customize the icon on the Messenger launcher to match your logo for brand consistency across your website or product.

When a custom logo is not in use, the Messenger launcher icon will now change based on whether a customer can start a conversation with your team. Customers who only have access to self-serve support, defined by targeting criteria or settings you've configured, will see a search icon instead of a chat icon on the launcher. This sets better customer expectations if they won’t be able to reach a teammate immediately.

Visit our help center to learn more.

Streamline workspace setup and teammate onboarding with new single sign-on (SSO) configurations, Okta and OneLogin integrations, Just-in-Time provisioning, and more!

Faster and simpler SAML SSO setup

New self-service settings make it easier for admins to configure SAML SSO and manage approved login methods for teammates. The new configuration works for most Identity Providers. We also built two out-of-the-box integrations for Okta and OneLogin to make configuration with those providers even easier.

Automate Intercom account creation and invites with Just-in-Time provisioning

If enabled during SAML SSO setup, teammates can create accounts and redeem workspace invites seamlessly and securely with one-click.

Visit our help doc to learn more about configuring SAML SSO or Just-in-Time provisioning.

Now you can pin a notice to your Messenger to help set response time expectations for your customers during COVID-19.

You can customize the message, but it cannot be localized.

Better insights lead to better support delivery and even better conversations with your customers. Our latest Inbox reporting improvements allow you to filter and drill down into conversation data by geography and channel type, making it easier to spot opportunities to optimize your support.

Capacity planning is simpler for customers with global businesses. Our New Conversations dashboard is equipped with geo filters so you can see where new conversations are coming from around the world. You can also customize the charts you see based on country or continent by clicking the settings icon.

The new channel filters are especially helpful if you use multiple channels for customer support. Use them to view a breakdown of new conversations started by chat, email, Android app, iOS app, Twitter, or Facebook. You can even filter, group, and compare response times by channel on the Responsiveness dashboard .

To learn more about these updates and their availability, see our help docs on the New Conversations and Performance reports.

Now you can customize the look and feel of your Messenger to match each distinct brand within your company, ensuring a consistent experience for your customers.

To learn more, visit our help center.

To help you to prioritize and manage your inbound volume, you now can specify who can start a conversation with your team in the Messenger. For example, during busy times you may want to limit new conversations and encourage self-serve support, but still allow your VIP customers to reach a teammate.

To learn more, visit our help center.

After a customer engages with your team, Intercom sends an email notification that includes the content of the conversation if they don’t see the message within two minutes. Now, you can choose to remove the content from the emails, and direct customers to continue the conversation in the Messenger. This delivers a better customer experience while protecting privacy.

To learn more, visit the help center.

To make Intercom more intuitive and easy to use, we’ve made several changes to Outbound messaging:

1. Outbound in-app messages have been broken down and replaced with Chats and Posts:

• Chats now have their own section under Outbound home

• Posts now have their own section under Outbound home. Here you can create and manage large and small posts (previously known as Notes)

2. We’ve also made changes to our Outbound message editor to make creating outbound messages more intuitive:

• Clearer follow-up actions: available follow-up actions now only include “Send auto reply”, “Trigger Operator’s qualification task bot”, and “Let Resolution Bot respond”

• Easily select Chats and Posts from the channel selector when creating a new outbound message

• Set more granular and time-bound goals to track message success in a more powerful way

• See how your outbound messages perform over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live message and click on the “Sent”, “Opened”, or “Goals” tabs

Please note that we're slowly rolling this out to our customers over the next month. If you don't see these changes now, you will soon 🙂