Our latest Inbox update ensures that you always have context to provide the right answer, fast. Say goodbye to searching for customer details outside of your Inbox, or worse, re-asking a customer or lead for info that’s already been shared. Here are three ways you can bring Intercom data into your conversation details panel for better, more efficient replies:

✅ Trace your customer’s journey with Recent page views, so you can know what they’ve already looked at before reaching out.

✅Provide better answers faster by seeing how your teammates have responded to related questions with Similar conversations.

✅ Know who you’re chatting with by viewing additional info from the user and company profile, including Company notes, Campaigns, Total events and more.

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

Our improved Salesforce app enables you to see more information from Salesforce right alongside conversations with customers and prospects. Now you can easily see the status of leads, their owner, key account and contact details, opportunity stage and value, close dates and more. For more information, read our updated documentation, and to get started, head to our App Store.

Now, you can take even more Trello actions directly in the Inbox. No more switching tabs to log or check the status of bugs, tasks, and feature requests.

With the Trello app, you can:

• Create a new card in Trello from the Inbox
• See existing cards that are attached to the user or conversation
• Search and view the board or status of existing Trello cards
• Attach data like an Intercom conversation or user to an existing Trello card

With a frictionless way for agents to add conversation data to Trello cards, the collaboration between your support and development teams is now more seamless than ever.

For more information, head to our App store or check out our docs.

With Quick Links your team can create powerful shortcuts to search for information in your admin tool, billing system, CRM or other tools in your stack, without additional code. Now teammates can find all of the context they need about leads or users in a single click so they can get back to the conversation faster.

To automate common search queries you can add custom attributes stored in Intercom such as user ID, account number, or company name to your links.

For more information, head to our App Store or check out our docs here.

Now your support team can view Shopify order details–including last 3 orders and their status–right from the Inbox, letting them handle inquiries quickly without clicking elsewhere for order information.

For more information, visit our help center.

Now you can view subscriber data and adjust subscriptions in Mailchimp right from Intercom. You can also send subscriptions forms in conversations to quickly capture new subscribers. Learn more by reading our updated documentation and to get started, head to our App Store.

No more switching tabs to find payment details or adjust a customer's plan. Now you can easily view Stripe data inside your Intercom Inbox like subscription plan, recent payments and account balance. You can even initiate subscription upgrades inside conversations with customers. Learn more by reading our updated documentation and to get started, head to our App Store.

Now you can preview Custom Bots on your website or in your app so you can test before setting them live.

Additionally, it's now possible to collect open-text replies without using a Custom Data Attribute. This allows you to ask open-ended questions and capture information that’s relevant to the conversation, such as a feature request or problem report.

We’ve centralized all of our reporting so that you have one, easy-to-access place to understand how Intercom is performing across every product you use. You’ll now see a dedicated tab for Reports in the main navigation bar.

In addition to housing our existing reports for Inbox, Messages, Articles, and Operator, we’re also introducing a new Overview report. View this report to get insights like:

• How many new leads and users you are tracking over time
• Which webpages, messages, and bots are driving the most conversations
• A snapshot into key metrics like median first response time and conversation ratings

For more information, check out our docs.

You can now change the order of steps in your tours by dragging and dropping in the editor, making it much easier to add in new steps, or change up the order as you build.

Learn more about Product Tours in our docs.