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New product navigation [beta]
New product navigation [beta]

A clear and intuitive view of Intercom’s platform, helping you find what you need faster, and accomplish tasks more efficiently.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated today

Customers who joined from October 21, 2024 will automatically have the new navigation and teammates can't opt in or out. Customers who joined Intercom before this date can choose to opt in now.

Navigation overview

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.

Customers who joined Intercom from October 21, 2024

No opt in is required for new customers who joined from October 21, 2024. You'll automatically experience the new navigation. 👍

Customers who joined Intercom before October 21, 2024

For our existing customers, we understand that change can be disruptive, and we don’t make updates lightly. Each improvement is made with your needs in mind, designed to enhance your experience and make Intercom even more user-friendly. The new navigation helps you find what you need faster, allowing you to accomplish your tasks more efficiently. With a cleaner layout and improved categorization, you can now focus on what matters most, with less clutter and more clarity. Try the new navigation out now by opting in. 👇

Opt in

For customers who joined before October 21, 2024, each teammate can choose whether to opt in or out and this won't affect other teammates on the same workspace. To opt in, simply click on your profile at the bottom of the main menu and then select Try our new navigation.


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:

  1. Help Center collections and settings: These are configured from Settings > Help Center.

  2. 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.

  3. Views: This feature is not moving to Knowledge and will be deprecated soon.

Proactive Support is now called Outbound.

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.


Opt out

Customers who joined Intercom before October 21, 2024 can currently opt in or out of the new navigation at any time. If a teammate wants to opt out, they simply need to select their profile at the bottom of the main menu and then choose Switch back to the old navigation.


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