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

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

[Intercom](https://yomu.fyi/company/intercom) · Oct 9, 2026

**Type:** Announcement

## 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

- Custom Reports allows building custom dashboards and charts from user and conversation data attributes, with export capability.
- Conversation Topics uses machine learning to analyze conversations and visually present frequency and trends of topics, enabling proactive support.
- Macros automate Inbox actions like tagging, assigning, snoozing, and closing with one click, increasing efficiency by up to 43%.

## FAQ

### How do Macros increase inbox efficiency?

Macros automate common inbox actions like tagging, assigning, snoozing, and closing conversations with a single click, boosting efficiency by up to 43%.

### How does Conversation Topics surface trends?

It uses a machine-learning engine to analyze conversations and visually represent what customers talk about and how often, giving an at-a-glance view of top concerns.

### What targeting options were added to Series?

Series allows targeting users based on engagement (started, completed, exited) with other Series and includes split testing against a control group.

**Tags:** [Analytics](https://yomu.fyi/topic/analytics), [Automation](https://yomu.fyi/topic/automation), [Customer Support](https://yomu.fyi/topic/customer-support), [Intercom](https://yomu.fyi/topic/intercom), [Machine Learning](https://yomu.fyi/topic/machine-learning)

- Source: [Intercom](https://www.intercom.com/blog/what-we-built-may-2021)
- Source URL: https://www.intercom.com/blog/what-we-built-may-2021
- Ingested by Yomu: 2026-10-09T12:01:58.181Z

[Read original post](https://www.intercom.com/blog/what-we-built-may-2021)