Built for you: Improved reporting, integrations, mobile experience, and more - The Intercom Blog

Summary

Intercom announced product updates across reporting, integrations, mobile, and customer engagement, based on customer feedback. New reporting features include stacked and multi-series line charts and grouped column charts in Custom Reports, a Resolution Bot report that shows unanswered conversations to improve bot performance, macros usage data, and an email deliverability report. The Salesforce integration now syncs company and account data, a Dialpad app enables AI-powered voice calls from the Business Messenger, and webhooks in Series trigger actions in external tools. Mobile improvements include a new React Native wrapper for the latest SDK features and a redesigned help center with custom UI, native article viewing, and dynamic article collections. Customer engagement enhancements add granular email subscription settings to reduce unsubscribes and real-time event messages sent once or every time a customer action triggers them.

Takeaways

1. 1

   Intercom added stacked and multi-series line charts, tables, and grouped column charts to Custom Reports for better data visualization.

2. 2

   The new Resolution Bot report shows conversations where the bot could not provide an answer, helping teams improve bot performance.

3. 3

   Real-time event messages can be triggered by customer actions in the product, sent once or every time the event occurs.

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