Loading post…
IntercomAnnouncement
Built for you: Inbox updates, customizable conversation assignment, and more! - The Intercom Blog
Summary
Intercom announced September 2022 updates to its customer support platform, focusing on operational efficiency and enhanced analytics. The next-generation Inbox, originally released in March, gained Spanish language support, keyboard shortcuts in five additional languages, pinning of frequently used actions in the composer, and a resizable sidebar for faster access to customer details. Conversation assignment via the Balanced Assignment feature became more customizable, allowing teams to reorder attributes such as conversation priority, wait time, and SLA target to control distribution. Bot management was centralized onto a single page in the Operator tab with a search bar, and new report functionality was added: a message-type filter in the Customer Engagement Overview report and a first response time filter in custom reports. Additionally, the iOS SDK was updated to version 13.0.0 for iOS 16 compatibility, and Intercom scheduled a virtual launch event for October 12th.
Takeaways
The next-gen Inbox added Spanish support, multilingual keyboard shortcuts, pinned actions, and a resizable sidebar.
The Balanced Assignment feature now allows reordering of attributes such as conversation priority, wait time, and SLA target to control conversation distribution.
New report filters enable breakdown of engagement by message type (Banners, Bots, emails) and filtering of custom reports by first response time.
FAQ
What new Inbox features were added?
The Inbox received Spanish language support, keyboard shortcuts in five new languages, the ability to pin frequently used actions to the composer, and a resizable sidebar for viewing customer details more quickly.
How can I customize conversation assignment?
In the Balanced Assignment feature, teams can now reorder attributes such as conversation priority, wait time, and SLA target to control how conversations are distributed among team members.
What report improvements were made?
A message type filter was added to the Customer Engagement Overview report to break down engagement by types like Banners, Bots, and emails. Custom reports can now be filtered by the first response time metric.
Source and freshness
- Source
- intercom.com
- Published
- Added to Yomu
Summaries are generated from the original by a language model. Check the original before relying on it.
Keep reading
Related reading
The Good Stuff
Paid picks we use ourselves. Links carry a referral code — a subscription through one earns us a commission at no extra cost to you.
The best engineering reads, once a week
One useful email. Unsubscribe anytime.