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Announcement reads
Announcement posts on Yomu, summarised newest first.
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Announcement posts
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.
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.
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%.
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.
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.
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.
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.
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.
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.
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.
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.
Convert more leads with our new HubSpot and Marketo apps - The Intercom Blog
Intercom announced new HubSpot and Marketo apps that sync customer data to help sales and marketing teams nurture and convert more leads. The apps sync leads and conversations across tools, allowing teams to avoid switching tabs or losing sales opportunities. They integrate with Intercom’s Operator bot to automatically qualify and send leads to HubSpot, Marketo, or Salesforce, or manually send with one click. Users can view lead data from these tools by hovering over external profile links in Intercom Inbox, and basic information updates automatically. Every Intercom conversation is sent to the lead’s profile in HubSpot, Marketo, or Salesforce, providing a complete history of interactions for continued nurture campaigns.
5 new Intercom Messenger apps for seamless workflows
Intercom launched a Messenger apps framework in April 2018, opening its Messenger to third-party developers for the first time and enabling quick actions inside conversations. Over 600 companies are now in the early access program building apps, and nearly 100 apps are available in the Intercom App Store. The post highlights five new apps: Daily.co enables video calls with no downloads or account required, Pinpoint lets candidates apply for open roles from the Messenger homescreen, Sherlock uses engagement scores to send more targeted messages, JustCall Direct provides one-click phone calls logged in customer profiles, and Upscope offers one-click co-browsing with screen drawing. These apps integrate directly into the Messenger, reducing friction by bringing external tool actions into conversations, as 1 in 7 conversations already included links to other tools. Intercom encourages customers and partners to build their own apps using the Messenger framework, providing developer docs and early access.
Product thinking: behind our new Messenger home screen - The Intercom Blog
Intercom launched a new Messenger home screen that replaces the previous utilitarian conversation list with a customizable app-based interface. The idea originated from observing customers building their own front-desk solutions and from internal experiments with knowledge base links that showed strong traction. The redesign was further motivated by data showing that 95% of conversation interaction occurs within 24 hours, making the old conversation list less valuable for returning users. The home screen hosts apps for self-service, sales, and support—such as article search, demo booking, Mailchimp subscriptions, Shopify order tracking, and Statuspage updates—and can show different apps for visitors versus signed-in users to avoid hard sells. This app framework was originally built for in-conversation use but was extended to the home screen, allowing businesses to tailor the Messenger as a versatile front desk that can be updated in under a minute.
A new dawn for the business messenger - The Intercom Blog
Intercom released the biggest update to its Messenger, completely rethinking how a business messenger should work beyond chat. With over 500 million conversations per month, the company observed that in 1 in 7 conversations people shared links to other tools, prompting the redesign. The update introduces a customizable Home screen that acts as a front desk, directing prospective and existing customers to the best outcome, whether talking to a person or self-serving. Messenger apps integrate third-party tools like Stripe, Shopify, and Google Calendar directly into conversations, and businesses can build custom apps for their own workflows via a new App Store. Intercom believes messengers will become the primary communication channel for internet businesses, combining personal conversation with intelligent automation to scale communication, diverging from personal messengers in important ways.
Intercom on Marketing - the marketing book for startups
Intercom has released a new book, Intercom on Marketing, aimed at helping startups overcome marketing challenges. The book addresses the difficulty founders face in knowing where to start with marketing, especially without a background in it. It emphasizes that strong brand and go-to-market strategy can differentiate startups in a commoditized software landscape. The book collects lessons from Intercom’s own marketing team, which grew from one to over forty people. It covers 14 chapters including getting first customers, choosing tactics, aligning product and marketing, and launching products, and is available for free in PDF, Kindle, or epub formats with original illustrations.
Learn How To Nurture New Signups Beyond The Free Trial
The SaaS law of averages suggests 40-60% of free trial signups use the product once and never return, often due to lack of perceived value or mismatched expectations. The Nurture Starter Kit is a guide for designing messaging campaigns to convert these signups into paying customers through improved communication. It advocates behavior-based triggered messages over timed drips, tailored to each customer’s definition of success, and includes half a dozen example messages. The kit also provides advice on measuring campaign effectiveness through actions that lead to conversions, not just macro-level rates. The goal is to make becoming a paying customer the obvious choice, avoiding radio silence followed by a last-minute expiration email.
What we shipped: 20 new features and counting - The Intercom Blog
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.
Opening up the power of Intercom's platform - The Intercom Blog
Intercom announced the launch of its Developer Program, opening its platform for third-party integrations. The company positions Intercom as the single source of truth for customer data, with data flowing in and out to other tools. It emphasizes flexibility, acknowledging it cannot build every feature customers need, that it is naive to believe every customer uses the product the same way, and that it relies on a developer community to extend its capabilities. The program helps developers build successful integrations and helps customers discover quality tools, with approved members listed on the website alongside built-by-Intercom integrations like Slack, Facebook, and more. The first eight approved members include Aircall, AskNicely, ChargeDesk, FullStory, productboard, SatisMeter, Statbot, and Wootric, and Intercom plans further ecosystem support as the developer community grows.
Introducing Funke: Native HL7v2 Parsing on Databricks
HL7v2 is the dominant healthcare messaging standard but is difficult to parse due to its nested, delimiter-encoded structure. Existing workarounds like converting to FHIR or using third-party engines add cost and latency. Funke, the successor to the open-source Smolder library, is a new open-source Python and PySpark library under the Databricks License that parses HL7v2 messages directly into native Spark types, preserving the full hierarchy losslessly. It deploys as a Databricks Asset Bundle with a Declarative Pipeline that uses Auto Loader to ingest raw messages into a Unity Catalog volume, then parses them into structured silver tables following the medallion pattern. The library supports all HL7 message types and versions, includes accessor helpers for extracting fields by segment and component, and ships with a demo using synthetic ADT events to illustrate end-to-end ingestion and gold table creation, including a live census and bed utilization dashboard.
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