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IntercomAnnouncement
Our biggest releases of 2022: A next-generation Inbox, our most powerful Messenger yet, and the introduction of tickets - The Intercom Blog
Summary
Intercom’s 2022 releases include a fully customizable Messenger with no-code design, brand matching, and a News section for proactive announcements. The company introduced a messenger-first ticketing solution that allows teams to collaborate without switching tools, reducing costs and improving response times. The next-generation Inbox features faster load times, shortcuts, improved Smart Replies, dark mode, and a manager-specific view. A visual bot builder enables no-code creation of sophisticated automation flows, while Custom Actions and Custom Objects let bots access external data for higher self-solve rates. Other releases include Switch for moving phone calls to chat, in-product Surveys, and Instagram message management within the Inbox.
Context
The post is a year-end roundup of Intercom’s major product releases in 2022, highlighting new features like a customizable Messenger, ticketing, Inbox redesign, bot builder, and integrations. It’s aimed at existing customers and prospects.
Takeaways
Intercom’s new Messenger is fully customizable with no-code design, allowing brand matching and a News section for proactive announcements.
The messenger-first ticketing solution enables teams to collaborate without switching tools, reducing costs and improving response times.
The visual bot builder allows no-code creation of sophisticated automation flows, and Custom Actions/Objects let bots access external data for higher self-solve rates.
FAQ
How does the new Messenger customization work?
The Messenger offers no-code customization of fonts, colors, layout, and style (full size or compact) to match the brand. It also includes a News section for proactive announcements and tabs for personalized content.
What is the Switch feature and how does it work?
Switch allows customers to move their phone call query to the Messenger at the press of a button, reducing wait times and inbound call volume. It works with any phone provider, no code required.
How does the ticketing solution differ from traditional systems?
Intercom's ticketing is messenger-first, allowing teams to collaborate without switching tools. It aims to provide personal, in-context resolutions and improve efficiency and customer satisfaction compared to slow, disjointed traditional ticketing.
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.
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