Every post, summarised

Oct 9, 2026

• Cloudflare

  Introducing on-demand CPU and memory profiling with flamegraphs for Workers and Durable Objects

  Cloudflare introduced on-demand CPU and memory profiling for Workers and Durable Objects, accessible via the CLI or the Dashboard’s Observability page. Users can generate interactive flamegraphs and download pprof files, with each rectangle’s width representing CPU time or memory usage over a chosen duration. Profiling the R2 binding Worker revealed that genericR2JsonReplacer, called by JSON.stringify, processed nested values multiple times; fixing it made the function 2.7x faster. A different Worker with P999 memory at 133 MB (above the 128 MB limit) was found to have a partially enabled Prometheus code path accounting for 66.7% of allocations; disabling it reduced P999 memory to 118 MB and eliminated out-of-memory errors. The profiling system locates the correct data center and isolate for the Worker or Durable Object, and continuous profiling is being developed to automatically capture samples without manual initiation.

• Cloudflare

  Deno is joining Cloudflare

  The Deno team is joining Cloudflare to merge workerd and celld, aiming to make self-hosting Workers and Durable Objects radically simpler for developers. Ryan Dahl, creator of Node.js and Deno, explains that Durable Objects provide a powerful abstraction: a distributed singleton with a SQLite database that scales by sharding state and WebSocket connections across machines. He started celld to run this model outside Cloudflare with a single Rust binary and object storage as its only external dependency. Kenton Varda counters the theory that Workers’ unique design creates lock-in, noting that workerd is open source and that celld provides an escape hatch for migration. The merged effort, led by Ryan and Bert Belder, will make self-hosting a first-class supported way to build and run apps using the Workers programming model.

• Intercom

  Building a developer economy around Intercom - The Intercom Blog

  The post compares building a developer ecosystem to creating a new country’s economy, requiring infrastructure, fair rules, and an efficient marketplace for trade. It cites a 2015 Deloitte report estimating Facebook’s 2014 platform effect at $29 billion and 660,000 jobs created by companies like King and BlaBlaCar, noting Facebook Platform launched in 2007. Intercom released its first developer APIs in June 2014 and has since added webhooks, OAuth, Bulk APIs, and SDKs for Ruby, PHP, Go, Java, Node, and Cordova. The company introduced new developer guidelines that emphasize innovation opportunities rather than restrictions, and built a new developer hub to simplify building integrations and apps. Intercom is exploring a marketplace to connect developers with customers who use Intercom, and over 50 integrations have been built; developers can join the Developer Program to get listed.

• Intercom

  Making it easier to build on Intercom - The Intercom Blog

  Intercom announced platform updates to make it easier for developers to build integrations and automate workflows, reflecting its commitment to supporting unexpected business use cases. The Acquire API now provides full API and webhooks support for logged-out users (Contacts), including creating, converting, and merging Contacts and Users. The Conversations API has been expanded to support initiating, replying, opening, closing, assigning conversations, and sending attachments. Intercom now maintains official client libraries for Ruby, Node.js, PHP, Java, and Go, with community-contributed clients for Haskell, Python, and Perl, downloaded approximately 300,000 times. Additional improvements also include a Stripe integration for syncing user data and live events, a fully asynchronous Bulk API for large operations, a WordPress plugin, and OAuth support initially in the Salesforce integration, while third-party apps like AskNicely, Gini, and Talkdesk have built on the platform for NPS tracking, reports, and phone call management.

• Intercom

  One Size Onboarding Does Not Fit All

  Differentiating user onboarding is essential because a one-size-fits-all approach fails to address varying learning styles and paces. Drawing from educational principles, the post advocates scaffolding through self-serve resources like documentation, videos, and blog posts to support different learning preferences. Live conversations via a support tool enable real-time clarification and uncover unanticipated questions, while personal demos and webinars provide one-on-one or group tutoring for deeper engagement. Data-driven messaging schedules, triggered by user events and attributes, ensure customers receive pertinent guidance just in time without being overwhelmed. This strategic variety helps users extract value efficiently, reducing churn and support load, and ultimately converting them into satisfied, paying customers.

• Intercom

  Automate and Integrate with Intercom's new APIs

  Intercom announced a new set of APIs designed to enable developers to integrate and automate interactions with its platform. The APIs include Conversations, Counts, Companies, Users, and Events; the Conversations API allows sending email and in-app manual messages to users, enabling innovative use of Intercom’s in-app messaging directly from a product. The Counts API provides summary counts of users, companies, and conversations, including open and closed conversations per admin, for monitoring and graphing. The Companies and Users APIs add the ability to manage custom attributes, filter by tags and segments, and for companies, create and update information and manage user memberships. The Events API tracks user actions in a product to trigger contextually relevant messages, and customers using event-triggered Auto Messages saw engagement rates increase by over 200%.

• Intercom

  Our biggest releases of 2022: A next-generation Inbox, our most powerful Messenger yet, and the introduction of tickets - The Intercom Blog

  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.

• Intercom

  Built for you: Inbox updates, customizable conversation assignment, and more! - The Intercom Blog

  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.

• Intercom

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

  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.

• Intercom

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

  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.

• Intercom

  Built for you: Powerful updates to Series, Banners, Resolution Bot, and more to help you stay personal at scale - The Intercom Blog

  Intercom announced powerful updates to Series, Banners, Resolution Bot, and other tools to help businesses scale personalized customer interactions. Series now enables split testing of up to five message variants, team annotations, company-level goals from company data, and tag removal to streamline workflows. Banners can be non-dismissible to ensure customers take action and trigger Product Tours from the banner for guided walkthroughs. Resolution Bot introduces looping mode to answer multiple questions, auto-closes conversations after three minutes of inactivity, includes a bot intro, and offers bot-only self-service with a configurable link. Additional updates include granular sidebar permissions to restrict inbox access, no-reply post messages, mobile carousel and article triggers from in-app buttons, iOS universal links, and API version 2.3 for exporting conversation data.

• Intercom

  Built for you: Banners, Series, and more features to create a conversational experience - The Intercom Blog

  Intercom introduced new features to unify conversational support, marketing, and engagement, including Banners, Series, and enhanced bots. Banners are an unobtrusive message type for announcements and promotions, with brand styling, personalization, and scheduling. Series is a visual campaign builder that orchestrates behavior-based messaging across channels with audience segmentation for activation, retention, or re-engagement. Custom Bots now include A/B testing with goal setting and retriggering rules for returning visitors, while email targeting can be based on website behavior with new reporting trendlines. Inbox management gains automatic conversation closure, tagging permissions, CSV export with field selection, and predictive answers in Resolution Bot, while API v2.2 adds conversation title viewing, assignment, redaction, and segment listing.

• Intercom

  Cultivating a robust app ecosystem - The Intercom Blog

  The post describes Intercom’s approach to maintaining app health in its App Store, inspired by a gardener tending individual plants in a Victorian garden. The main problem is that apps can become non-functional due to token expiration, third-party setting changes, or permission updates, all of which require customer action to fix. Intercom designed an app check system that requests the app’s status for each workspace, providing specific details about what is breaking and recommending two-click fixes to resolve the issue. Notifications to users with apps in unhealthy states are 2.5x more effective at generating active users than efforts to acquire entirely new app users. The key insight is that each app needs individual attention and tailored treatment, just as each plant in a garden requires unique care over time.

• Intercom

  6 Keys to Getting High-Quality & Useful Customer Feedback

  The post outlines six keys for collecting high-quality customer feedback: the type of customer, prompted vs. unprompted feedback, motivations, volume, repetition, and stakes. Loyal or heavy users provide more valuable feedback, and unprompted feedback often reveals unknown issues, while customers are motivated to give feedback when they have extreme experiences, leading to a J-curve distribution. Methods for collecting feedback include live chat, short surveys, and social media, and a seven-step analysis process categorizes feedback by type, theme, and code to prioritize insights. Volume protects against recency bias, repetition indicates unresolved basics, and high-stakes feedback like security loopholes requires immediate action. A case study of Albacross shows how using NPS surveys and automated follow-ups via Intercom doubled their NPS score from 12 to 30 and increased reviews on Capterra.

• Intercom

  Growing A Platform: Introducing API Versioning In Intercom

  Intercom introduced API versioning for their REST and Messenger Framework APIs, using their open-source Requisite library, enabling safe, frequent updates without breaking existing integrations. Previously, API changes required advance notice and coordinated migrations, which was unreliable and hindered iteration, so they conducted user research to identify friction points. The versioning system uses ‘version changes’ — single transformations that roll back a model change to a previous version, such as renaming user_id to customer_id, allowing controllers to always operate on the latest version and chain multiple changes. Developers can test isolated requests using a specific header and upgrade through the Developer Hub, with the ability to roll back immediately if something goes wrong. This design, inspired by Stripe’s approach, allows Intercom to ship changes more frequently and safely across REST API, Messenger Framework, and webhooks.

• Intercom

  3 Tips on Using Ngrok to Maximize Messenger Apps

  Ngrok is a tool that creates public URLs to expose a web server on a development machine, enabling developers to set webhook URLs while building Messenger Apps for Intercom without external infrastructure. To start, run ‘ngrok http 3000’ to tunnel a local server; the free version limits sessions to eight hours and generates a new address each run. The ngrok web interface at http://localhost:4040 allows inspection of HTTP traffic, showing request and response details. Developers can replay requests with the Replay button to avoid manually re-triggering endpoints during testing. The interface also validates JSON formatting in request and response bodies, highlighting errors like missing quotes for debugging.

• Intercom

  How We Spread Engineering Knowledge & Culture Across Intercom

  Large engineering organizations often face siloed knowledge and culture as teams focus on their own domains. Intercom addresses this with engineering tours, where engineers temporarily transfer to another team to work on a specific project, such as building a scalable solution for database performance issues. New engineers go on tour within their first few months, and all engineers are encouraged to tour at least once a year. Tours are designed with a mentor and can be feature-oriented, shipping a new product or tool with a demo at the weekly Show and Tell, or tech-debt oriented, fixing bugs or performance issues. Beyond code, tours build relationships and spread culture across offices in Dublin, London, and San Francisco, and the concept has expanded to other departments like Customer Support and Marketing; engineers bring back learnings to their home teams.

• Intercom

  What We Shipped: 7 New Data And Customization-driven Features

  Intercom released seven data and customization-driven features to help sales and marketing teams optimize their funnel and personalize customer experiences at scale. The updated Clearbit Reveal app uses Clearbit data for personalized auto messages, routing conversations by company size, and viewing company data in the Inbox. New Revenue Reports, powered by the Salesforce app, show opportunities, pipeline, revenue influenced, and which landing pages and messages generate the most opportunities and conversations. Sales Team Performance Reports provide leaderboards for largest deals closed, response times, and meetings booked. Control groups on the Messages Premium plan enable A/B testing by withholding messages from half the audience to validate performance, while other features include duplicating Custom Bots for experimentation, customizing Operator’s bot identity with a name, logo, and color scheme while keeping it clear it’s a bot, and advanced Messenger security options like blocking GIFs and attachments in emails, available on new Premium plans.

• Intercom

  8 New Features To Increase Conversions And Grow Your Business

  Intercom announced eight new features aimed at helping sales, support, and marketing teams manage volume and capacity more efficiently to increase conversions and grow their business. Custom Bots can qualify leads automatically, book meetings, and work 24/7 without code, connecting to the tech stack and accelerating sales cycles by delivering qualified leads when prospects are live. The new Intercom App Store offers over 100 apps for acquiring, engaging, and retaining customers, including Zoom Webinars, Content Showcase, Coda, and PieSync, along with a new Messenger framework and Developer Hub for building custom apps. Updated webhooks and APIs provide more flexibility to trigger actions based on conversation tags, check teammate availability with the Admins API, and run assignment rules at any point in a conversation. Other additions include downloadable conversation transcripts for both teammates and customers, and free developer workspaces for safe building and testing.

• Intercom

  An Upstanding Brand: How Team Values Influence How We Work

  Intercom’s Brand Studio defines core values to guide behavior and decision-making without micromanagement as the team scales. The values answer four fundamental questions about why the team exists, what it does, how it behaves, and how it will succeed, and are written as reflections of who the team wants to be, not platitudes. Key values include building trust through vulnerability and inclusivity, making each other better through accountability and learning from diversity, and loving kind and open-minded people who reject mediocrity and are always kind. The values also emphasize supporting the mission, seeking to understand problems and each other, balancing art and science, and encouraging experimentation with considered risks and acceptance of failure. They are woven into branding, hiring, leveling, process work, and performance reviews to define success in expected behavior, and are intended to be discussed and evolved to help the team do the best work of their careers.