The new navigation provides a clear and intuitive view of Intercom’s platform, making it easy to explore and understand. You can quickly get up to speed and start leveraging key features within your trial or when you become a customer.
In addition to product navigation improvements, we're gradually rolling out workspace design updates between November 2024 and January 2025 to have a modern, clean, cohesive look in line with our brand. You may notice some colors in the navigation and UI elements have changed, but you'll still have access to the all same features and functionality.
Changes to navigation
New primary navigation
The primary navigation has been simplified and recategorized to make the grouping more intuitive:
Help Desk is now called Inbox.
AI & Automation are now combined. Find Fin AI Agent, Workflows, and Basics in this section.
Your Help Center articles are now within Knowledge. Create, edit, and manage your public articles from here.
You'll find all content together (including Help Center articles, internal articles, snippets, etc.)
You can filter this content by "Public article" or "Help Center collection" or "Help Center state is Published/Draft" if you only want to see your Help Center articles.
Learn how to organize your content into folders.
You'll still have access to all pre-existing Help Center functionality, except for some key changes:
Help Center collections and settings: These are configured from Settings > Help Center.
Performance Stats: These are visible on public articles in Knowledge, but they can only be viewed on the individual article and not in the table columns.
Views: This feature is not moving to Knowledge and will be deprecated soon.
Proactive Support is now called Outbound.
Other changes
The App Store is now accessible from Settings > Integrations > App Store and has been removed from the primary navigation.
Your account settings including your details, preferences, and notifications are now managed from Settings > Personal.
Pin/unpin primary navigation
The primary navigation menu will automatically open and collapse upon hover. If you'd like to keep it open, you can choose to pin it to the sidebar.
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