With apps, you and your customers can seamlessly take action right in your conversation, like scheduling a meeting or starting a video call. Now, your team's most commonly used apps will automatically appear in the bottom of your composer, so you can insert them with just one click. Plus, you can now send apps in any conversation – whether the conversation is in the Messenger or over email.

We've also made it easier to get the most out of your apps right from the beginning. When you install an app, check out the "Getting Started" tab to learn where in Intercom you can use the app and how it works.

See our docs to learn more.

You can now choose to remove the two minute delay for Task Bots during office hours, allowing them to respond immediately, regardless of your typical response time.

This means Task Bots will trigger as soon as someone writes in via the Messenger. If you have lead qualification enabled, Task Bots will qualify leads immediately, so your team can prioritize responding to the highest value ones first 🤖⚡️

Intercom's web Messenger is now accessible and compliant with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, because business messaging should reach everyone, regardless of how they interact with the web.

To learn how to make your Messenger accessible, click here.

We have updated our TLS/SSL configuration to reflect current industry best practices for securing customer data. All data sent through Intercom (with the exception of data from our mobile SDKs) is now sent over at least TLSv1.1.

There should be no disruption of service from this change, as all modern web browsers support this configuration. More information on our security practices is available here.

You can exclude non-office hours from your Inbox reports, giving you a clearer understanding of your team’s performance. This includes metrics for median response time, median first response time, median first response to leads and median close time.
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To exclude non-office hours in your response metrics, visit the Messenger Settings. Once selected, this setting applies to all teammates in your app.

We've revamped our APIs and webhooks to make it easier than ever to build on the Intercom platform and streamline your workflows. Our APIs are now backwards compatible – you can upgrade to the newest version whenever is best for you and have confidence that your apps will continue to function as normal in the meantime. Learn about our brand-new API version 1.1 on our API changelog, and upgrade your version right from the Developer Hub.

We've also redesigned our webhooks infrastructure to improve stability and scalability, and we've launched brand-new webhooks for snoozing and unsnoozing conversations and tagging and untagging leads. Plus, you can now easily select the webhook notifications you want to receive and request permissions for each directly in the Developer Hub.

Explore our developer docs and API changelog to learn more, or get started building an app.

Make your Help Center feel even more like an extension of your brand by customizing the text at the top of the landing page.

To change the header text that customers see, visit your Help Center Settings.

Now, you can use Custom Bots to proactively reach out to your existing users – in addition to targeting visitors and leads on your website. For example, automatically prompt current users to upgrade from a free to a paid plan or from one pricing tier to the next once they’ve met the right qualification criteria.

For more ideas on how to engage your users with Custom Bots, read this article.

We’ve improved how we calculate some of your key metrics for Inbox reports, so you can instantly see how your team is performing and identify areas for improvement. This update impacts the following metrics and reports:

• Median first time response will now measure the median time for a teammate’s first reply to a customer through inbound conversation, manual message or auto-message. This provides a more holistic view to your team’s efficiency.

• Across all reports, lead creation will now focus on new leads added via the Messenger only. Conversations started on Help Center articles will no longer be included. This lets you better understand the direct impact your team has on generating leads through the Messenger.

• Removing a teammate will no longer impact total conversations participated in on the Performance report, when you filter by ‘all teammates.’ This fixes a bug that caused different stats to show on the Summary and Performance reports.

• The heatmap for new conversations will now be a sum of all new inbound conversations, rather than average. This makes the calculation consistent with the conversations heatmap displayed on the Performance report.

To ensure a smooth transition, you will be able to view both the new and old reports until January 31, 2019. After that date, the old reports will be deprecated.

Keep better track of conversations that need the most attention by prioritizing them. Inbox prioritization lets you mark conversations as priority, so your most important ones always appear at the top of your list. You can:

• Mark a conversation as priority with one click. All teammates will see a conversation’s priority status, making it easier to collaborate as a team.
• Speed up your workflow with a new keyboard shortcut for prioritizing conversations. Just type p to add or remove priority.
• Sort the Inbox by priority so you can see all your important conversations together.

Inbox prioritization live now. See our help article to learn more, or head over to your Inbox to try it out.