Built for you: Custom Reports, Conversation Topics, Macros, and more to personalize customer communication - The Intercom Blog

Summary

Intercom launched a suite of new features including Custom Reports, Conversation Topics, and Macros to help teams balance personal and efficient customer communication at scale. Custom Reports lets teams tailor dashboards in just a few simple steps by building custom charts from user and conversation data attributes and exporting them. Conversation Topics provides a machine-learning powered engine that visually represents what customers are talking about and how often, giving teams an at-a-glance view of top concerns. Macros automate common inbox actions like tagging, assigning, snoozing, and closing conversations with a single click, boosting efficiency by up to 43%. Additional updates include Series targeting and split testing, enhanced Articles, mobile app tagging, permissions, and custom return paths for email deliverability.

Takeaways

1. 1

   Custom Reports allows building custom dashboards and charts from user and conversation data attributes, with export capability.

2. 2

   Conversation Topics uses machine learning to analyze conversations and visually present frequency and trends of topics, enabling proactive support.

3. 3

   Macros automate Inbox actions like tagging, assigning, snoozing, and closing with one click, increasing efficiency by up to 43%.

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