Now you can click to add a Lead's email address to their profile directly from a conversation. You can also add or edit an email address on a Lead’s profile.

Shared by Priyanka • November 23, 2015

.Update

Outbound Messaging

Inbox

Articles

Visitors to your website can now upload attachments via the Messenger. Attachments are also now supported when using the Messenger on mobile websites.

Shared by Priyanka • November 20, 2015

Inbox

You can now block users that send spam messages directly from the inbox. This deletes everything about the user including their messages and blocks them from being created as a user in your account again.

Shared by Priyanka • November 16, 2015

Inbox

We’ve just taken our newest product, Acquire, out of beta. We’ve also added three big new features to help you have more conversations with visitors to your website and help them become customers:

Shared by Priyanka • October 20, 2015

A friendlier and more engaging launcher for the Intercom Messenger
Auto Messaging visitors based on their behavior on your website (Pro)
Insights into conversation volume, visitor auto message performance, and how they benchmark against other Intercom customers’ (Pro)

Here is a quick video to show you how they work:

You can add Acquire to your existing account or learn more about the product here.

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Outbound Messaging

Inbox

When you reply to a user or contact's message and they're not on your site or in your app, they'll receive your response via email. We've standardized the look of email replies so they're consistent, casual, and personal. Here's how they look:

Shared by Priyanka • September 28, 2015

This new design will be used in all cases except for when a user replies to a plain email. In this case, the plain email template will be used for the admin's reply for consistency.

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Inbox

You can now see the last page a visitor or user viewed when replying to a conversation in the team inbox. This should provide more context and help you better address their questions.

Shared by Priyanka • September 25, 2015

Outbound Messaging

You can now organize your auto messages into folders. If you have a large number of messages, whether live, paused, or in draft, this should make finding the right message a lot faster. For example, you could create separate folders for your announcements, onboarding, or feedback messages.

Shared by Priyanka • September 08, 2015

Support Pro

Shared by Priyanka • August 27, 2015

For customers on our product, you can now automatically assign conversations to the right team or teammate with Assignment Rules.

Assignment Rules can be based on the content of the message and anything Intercom tracks about who it's coming from. This means you no longer need to waste time manually triaging messages, and your customers will get the best response, faster. Watch this quick video to see how it works, learn more in our docs, and create your first Assignment Rule.

.Update

Outbound Messaging

Inbox

We’ve made some improvements to the Intercom Messenger that make it more personal, and help manage your customers’ expectations around response times.

Shared by Priyanka • August 20, 2015

When a customer starts a new conversation they will now see the new App Profile Card which shows the last three active teammates from your company, and how recently they were last active.

During a conversation, sent messages are initially marked as ‘Not seen yet’. You can learn more about when we mark a message as ‘Seen’ in our docs.

Outbound Messaging

Engage package

Shared by Priyanka • August 12, 2015

For customers on our , Message Goals let you set any event, or change to a user, or company attribute as a goal for your email or in-app messages. Learn more here.