We’ve redesigned the entire Intercom web app to deliver an even better experience for you and your sales, marketing and support teams. You’ll find a cleaner and more efficient layout, simplified navigation, and brand-new features to help you work faster. Take a look at what’s new:
​

A few highlights of the new design:

• Consistent left-hand submenus for intuitive navigation
• More powerful platform search to find any user, lead or company
• Full-screen views when your in the platform or any of our products (Messages, Inbox or Articles)
• Customizable wallpapers to make the Inbox your own

For a complete list of everything that’s changed check out our help doc. And to learn more about our design process, read our blog post.

You can now set permissions so that only certain members of your team can reassign conversations that are already assigned to a teammate. This permission will prevent your team from worrying that a good lead, or an easy support request, will be taken from their inbox.

This permission only prevents reassigning conversations from an individual's inbox. All teammates will still be able to assign conversations that are currently unassigned, or in a team inbox. You can set permissions for your team here.

🔗📩
Now you can link directly to specific messages in conversations.

With these direct links you can bring someone's attention to a specific message in a conversation, eliminating the extra time it takes to explain which message you want them to see.

Now when you call the Intercom API, you can get a list of the data attributes that describe your leads, users and companies. This gives you a global view of all your customer data stored in Intercom—making it easier to build and maintain your custom integrations between Intercom and your CRM or customer database.

If you’re new to the Intercom API, custom data attributes allow you to store all kinds of relevant information about your customers, like their plan type, products purchased, signup date and more. With the new Data Attributes API, you can now:

• Get the global list of attributes for your Intercom app as well as the metadata (i.e. datatype and format) associated with each attribute
• See if the attribute can be updated from the user interface by a teammate
• View the options available in a list type of attribute

All this helps you keep your data mapped and in sync between your stack of products, so you can send more targeted messages using Intercom while keeping your preferred customer database updated along the way.

To get started, take a look at our developer docs (with example JSON scripts!) for more details.

You can now retrieve your Conversation Ratings through the API, making it easy to report on customer satisfaction and track ratings alongside other customer data.

Simply send Conversation Ratings to your data warehouse or reporting tools using the Conversations API. When you retrieve a conversation, the metadata will include the rating and any comments left, which customer gave the rating and when, and the teammate it was left for.

Learn more about our Conversations API in the developer hub.

Now when a lead or user visits a page on your website or in your web app with a UTM tag, that information will be added to their profile in Intercom.

With UTM data in Intercom you can:

• Trigger messages to people on your website and in your apps based on their UTM data
• Route conversations based on UTM data
• Export lead and user UTM data to attribute new leads and customers to specific marketing campaigns
• Automatically sync UTM data on leads to Salesforce

Head over to our docs to learn more about UTM tracking and our Salesforce integration.

Collaborate more easily with your team and keep things tidy with two extra /commands for the new Slack integration:

• Add an internal note to a conversation by typing /note in the channel. You can @mention your teammates in notes too - perfect if you're handing a conversation over 🎉

• Easily close conversations when you’re done by typing /closed. This archives the channel in Slack and closes the conversation in Intercom so everything is kept tidy 👌

You can set up the integration from your integrations hub or find out more in our docs.

Our bot Operator can already qualify leads on your website so you know who’s worth your time and who’s not. Now, Operator can also follow-up with your best leads to schedule sales meetings with them 24/7. Just set it up and Operator will book meetings with your best leads 'round the clock. No need to worry about being double-booked too, Operator will only recommend times when you or your teammates are available.

Meetings can be distributed round-robin style across a team or to a single teammate. To enable this feature, first sync your Google Calendar with Intercom, then add the meeting invite follow-up in Operator's Contact and qualify menu. Check out this quick doc if you need help.

If you use Intercom on your website to capture and convert new leads, but your support team works in a separate tool, our bot Operator can now automatically forward visitors who need support to the right channel:

To direct your customers to the right place for support, and prevent new requests from being created in Intercom, you can share an email, link, or phone number. You can set up this feature in the Conversation routing menu in Operator’s settings.

We've updated the names of our products to make Intercom simpler and easier to understand.
​

These new names are based on feedback from our customers and now better align with each product's core functionality.

In addition to new product names, we’ve also updated the names of our pricing plans:

• Lite is now called Essential
• Standard is now called Pro

There are no changes to functionality or price. Only the names are changing.