---
title: "What we shipped: 20 new features and counting - The Intercom Blog"
description: "Intercom shipped over 20 new features in the first half of 2017, reflecting its philosophy that shipping is the beginning of iteration. Support enhancements include office hours and away mode, an Articles autoresponder that guides customers to the help center while they wait with localization in 38 languages and a link back to the website, animated GIF support, and mobile app additions for articles, images, GIFs, and saved replies. Inbox improvements let teams sort by longest waiting, group conversations, and snooze conversations for follow-up, while integrations added Microsoft Teams and a new developer dashboard that puts everything in one place. The API added Leads and Companies to the Scroll API, and outbound messaging gained engagement-based targeting, the ability to stop a message once it starts sending, and mobile delivery windows for push notifications. These smaller improvements aim to make support more personal and scalable without requiring major announcements."
---

# What we shipped: 20 new features and counting - The Intercom Blog

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

**Type:** Announcement

## Summary

Intercom shipped over 20 new features in the first half of 2017, reflecting its philosophy that shipping is the beginning of iteration. Support enhancements include office hours and away mode, an Articles autoresponder that guides customers to the help center while they wait with localization in 38 languages and a link back to the website, animated GIF support, and mobile app additions for articles, images, GIFs, and saved replies. Inbox improvements let teams sort by longest waiting, group conversations, and snooze conversations for follow-up, while integrations added Microsoft Teams and a new developer dashboard that puts everything in one place. The API added Leads and Companies to the Scroll API, and outbound messaging gained engagement-based targeting, the ability to stop a message once it starts sending, and mobile delivery windows for push notifications. These smaller improvements aim to make support more personal and scalable without requiring major announcements.

## Takeaways

- Office hours and away mode let customers know when to expect a response, preventing them from being left hanging.
- The Articles autoresponder directs customers to the help center while they wait, and the help center supports 38 languages and a link back to the website.
- Outbound messaging added engagement-based targeting filters, the ability to stop a message after it starts sending, and delivery windows for push notifications to optimize mobile timing.

## FAQ

### How can I manage customer expectations for response times?

Intercom added office hours and away mode, which let customers know when to expect a response and ensure they aren't left hanging.

### How can I target users based on engagement?

You can now target users with filters for whether they opened or clicked links in your previous emails, making outbound messaging more targeted.

### What new integrations and developer tools were added?

Microsoft Teams was added to Intercom-built integrations, and a new developer dashboard was launched to provide all API building tools in one place.

**Tags:** [Customer Support](https://yomu.fyi/topic/customer-support), [Intercom](https://yomu.fyi/topic/intercom), [Messaging](https://yomu.fyi/topic/messaging), [Product Announcements](https://yomu.fyi/topic/product-announcements)

- Source: [Intercom](https://www.intercom.com/blog/what-we-shipped-20-new-features-and-counting)
- Source URL: https://www.intercom.com/blog/what-we-shipped-20-new-features-and-counting
- Ingested by Yomu: 2026-10-09T12:01:25.239Z

[Read original post](https://www.intercom.com/blog/what-we-shipped-20-new-features-and-counting)