Now you can prevent closed email conversations from re-opening.

With this new messenger setting, customer replies to a closed email will open a new thread, rather than re-opening the existing one, so you can better manage your time-to-close performance. You can apply this to conversations with users, visitors, or both.

For more information, check out this article.

In order to continue to deliver the best and most secure experience to our mobile customers, we are deprecating v5 and below of the Intercom mobile SDKs.

Beginning June 30th, 2020, v5 and below of the iOS and Android SDKs will become unsupported, meaning they will no longer function in your app. To continue to use Intercom in your Android and iOS apps, you’ll need to upgrade to v6, which supports Android API level 21 (v5) and iOS 10 and above, and is where you can expect to see new features and updates moving forward.

After you upgrade, any end users using an old version of your app (pre-v6 upgrade) after June 30th, 2020 will not be able to access Intercom within your app. We advise you to encourage your users to upgrade to the latest version of your app to prevent any issues after v5 is deprecated on June 30th, 2020.

To get started with your upgrade, check out our documentation for Android and iOS.

Today we launched the new and improved Salesforce app for Intercom, making it easier for you to provide a consistent support experience while using Service Cloud with Intercom.

Help your team be more efficient by eliminating the need to go back and forth between multiple tools to create support cases.

Gain context by seeing and linking to cases in Service Cloud that are associated with a contact or an account directly from your inbox, making it easier to transition support cases between different team members.

Automatically post a note in your conversations to make transitioning between different team members simpler, or add a link back to Intercom at the bottom of the case description in Salesforce.

For more information, visit this article.

Now you can set even better response time expectations with your customers. If you have multiple teams working across different time zones, or your Support and Sales teams have different hours, you can set team-specific Office Hours.

If different teams have different expectations of first response time, you can also set team-specific Reply Times.

Learn more about Team Office Hours or Team Reply Times, available on our Inbox Premium plan.

We’ve made several improvements to our mobile messaging experience, making it easier to:

• Customize when you send push messages
• Direct people to your app home, no URI input required
• Understand how changes you’ve made to push messages impacts performance over time
• Export granular .csv data to run in-depth analysis

1. Customize when you send push messages with our new visual delivery scheduler. To schedule your push message, click “Custom times” and select your delivery windows.

2. Direct people to your app home without having to manually input your app’s URI. Under “On tap, this will open”, select “Your app” to direct users to your app home. To send people to a specific page within your app, select “A deep link in your app” and input the specific URI.

3. See how changes you’ve made to your push messages impacts performance over time. Use these new insights to make optimizations to further drive engagement. Just navigate to any live push message and click on the “Sent”, “Opened”, or “Goals” tabs.

4. Run detailed analyses with granular .csv exports that now include separate files for opens, receipts, and goals.

You can now archive irrelevant tags so that they can no longer be applied to new conversations or users. Archiving the tag does not delete the data – it simply hides it from your list of tags. This means you can still use the tag to filter any messages, conversations or users. You can also access any reporting for the archived tag.

To learn more about managing your tags, check out our help article.

You can now see how any changes you’ve made to your Custom Bots impacts performance. Just navigate to the Path Analysis tab within any live Custom Bot and select the version you want to view. From there, you can see how changes you’ve made have impacted engagement and completion at each step of the bot. To learn more, check out this article.

Note:

• We only show data as of October 2nd, 2019
• Any changes that you save will result in a new version of the bot (e.g. changes to titles, audiences, wording, etc.)

You can now read and download relevant conversations right from the conversation tags report with the new inbox report drill-down for conversation tags. Any filters you’ve added to your report will automatically be matched in these drill-downs.

For more information, visit this article.

We’ve improved Settings to make it easier to manage teammates and their permissions. Now, you can:

– Invite multiple teammates at once.

– Bulk edit teammate permissions.

We’ve also created more granular permissions to give you greater control. The permission ‘Can Manage All Settings including Billing’ has been split into three distinct permissions:

– Access Product Settings

– Access Workspace Settings

– Access Billing

You can now see how people are flowing through your Custom Bots and where they’re dropping off to better understand performance. Use these new insights to make optimizations to further drive engagement. Just navigate to any live Custom Bot and click on the new Path Analysis tab. To learn more, check out this article.

Note:

• We only show data as of October 2nd, 2019
• If you save any edits to a live bot, the data will be refreshed
• Path Analysis stats are not real-time and unlike summary metrics (Sent, Engaged, and Completed), update over several minutes

We’re launching this alongside small improvements to our custom bot builder experience, making it easier to create more complex bots with numerous paths.