Release Date: 22-09-2021

Reduce customer inquiries for your team and provide faster resolutions for your customers – without sacrificing a great experience. We’ve redesigned our Messenger with an integrated help center experience that increases customer engagement by up to 3x to help you deliver the best self-serve support.

🚀 Enhancements

• A new article search card on your Messenger’s home screen.
• There are now two conversation cards, just as with our web Messenger; one for existing and one for new conversations. This gives more emphasis to existing conversations, reducing the chance of duplicates being created.
• Optionally require specific customers to attempt to self-serve to answer their question before they can reach out to a teammate.
• Place the article search card at the top of the Messenger home screen to give your self-serve content more prominence.
• Uncover insights and opportunities to optimize your self-serve support by using our updated Articles reporting.
• A number of improvements for accessibility features in the Messenger, with more coming in future updates.
• If you’ve set a custom icon for the Intercom launcher, that icon will now be used in your app as well.
• Support for iOS 15 is also included in this release.