It’s now even easier to ensure your customers get the precise, fast responses they expect. With our latest update for SLA rules, you can set your support time targets as low as 30 seconds. To help you hit your targets, we’ve also added a timer that updates every 10 seconds for upcoming SLA breaches.

Learn more about SLA rules here.

We’ve updated the search function in Inbox so that you can find relevant conversations easily and efficiently. You can now search your Inbox by keywords, tags, users, assignee and date range. Need something to drill down even more? You can also combine multiple tags and user filters.

Once your results appear, you can also sort conversations by newest, oldest or relevancy. This makes it even easier for you to spot trends and get context on an issue or customer you’re chatting with.

To learn more about Inbox search, go here.

Help your support team resolve customer issues faster by automatically triaging inbound conversations. With Custom Bots you can collect information up front, prioritize your most urgent issues, and route conversations to the right people.

Learn more about triaging with Custom Bots on web and mobile in our help center.

As your business expands into new markets, you’ll need to support customers across different languages and timezones. Using Articles Pro, you can provide support to customers 24/7 in 38 different languages – all without increasing your headcount.

In a few clicks, you can create and serve articles to customers in their native language, exactly where it’s needed, like your Messenger, messages, help center, Answer Bot and more.

And, because Articles is integrated with Inbox, teammates can insert multilingual articles in conversations too, making it easier to provide fast, consistent replies to any customers.

To learn more about multilingual articles, go here.

You can now see the results of Product Tours over time so you can track how changes you make impact performance. Once you set a Product Tour live, you can click the "Views", "Completed", and "Issues" tabs to see this information.

You can now create individual leads and users directly from the People list in Intercom. This is useful for when you just want to add a few contacts at a time, such as prospects you met at an event or a lead who reached out via social media.

Take a look at our docs for more details on manually creating leads and users. If you need to add multiple people at once, you can still use one of the existing import options (available in the same dropdown) or the API.

You can now combine 'and' & 'or' rules when choosing who sees your Product Tours and Custom Bots, so it's easier to target the specific audience you want to reach.

Read more about creating targeted audiences in our docs.

Now you can save the content of messages you send frequently, making it easy to reach out to customers with common requests, updates, and more.

🆕 Whether you’re in support or sales, you rely on context to create an amazing experience for customers. With our re-imagined Inbox, all of the relevant information and tools you need are right at your fingertips.

Our new conversation details panel is totally customizable. Every teammate can add, rearrange or even hide the customer information that appears beside every conversation. Plus, we’ve built ways for you to view more of your Intercom data inside Inbox. For instance, with Recent page views, you can instantly see the pages your customers visited before initiating a conversation.

We’ve also made it easier to bring the other tools you frequently use into Inbox. With today’s release come 19 powerful apps for Inbox, so you can perform actions in external tools or automatically sync data without needing to leave the Inbox. This includes new apps for Stripe, Madkudu, Zendesk, Statuspage, Salesforce, Jira, and many more.

You can start customizing your Inbox now. Or, to learn more, visit our help article.

Create the Inbox that works best for your team by integrating the systems and tools your support and sales reps use every day. Canvas Kit makes it simple and fast to build apps that show customer information alongside every conversation, trigger actions in external tools and sync data with your tech stack.

Plus, you can use Canvas Kit to build public apps for the Intercom App Store, too, and make your product an essential part of the Inbox, used by 30,000+ fast-growing businesses.

Learn more about Canvas Kit in our developer docs, or get started building an app.