Sending apps in messages, Intercom Inbox launch partner, customizable apps, more info about who submitted feedback, & more...
Send Messenger apps in Intercom messages 💌
You can now send our Messenger apps in Intercom messages. Use the power of Intercom targeting to capture feedback from the right users at the right time:
- Share your roadmap with your users (or certain segments)
- Proactively solicit feedback from a specific Intercom segment (e.g. beta testers, VIP customers, etc.)
- Gather feedback as part of your Intercom onboarding flows
Learn more at our help center.
View past feedback directly in Intercom Inbox 🔗
Have you ever reached out to a vendor about the same feature request multiple times? I know I have. Every time I do this, the customer success rep responds by asking me to "tell them a bit more" about my request. You know, as if I hadn't requested this feature 10 times already! Frustrating, right? It's like they're not even listening to you.
Even if they tracked your feedback the first time around, it probably lives in some third-party tool that they can't easily access in conversations.
To avoid this awful customer experience, check out our new Inbox app. This gives you full context about past feedback from a user and enables you to trigger actions in Userfeed right from Intercom – all without switching tabs.
If a user gives you more feedback on a past feature request, or if they seem like they're getting restless about the lack of progress, you can add that as a comment directly from Intercom:
Check out Intercom's blog post to learn more (there's a big feature on Userfeed 👍) or you head over to our help center article.
Customize the Messenger apps 📝
When you add an app to your Messenger or inside a message, you can customize it to your heart's desire 💌
Learn more about customizing apps in our help center article.
See which teammate submitted feedback 👀
Admins have always been able to submit feedback on behalf of a user directly from an Intercom conversation. Now, you can actually see which of your teammates submitted feedback on a user's behalf (and from which conversation) so you can more easily collaborate and follow up.
What's next?
We're reimagining how you can view and share posts from Userfeed, with the goal of making it even easier to capture feedback from users at the right time and place. Let us know if you'd like to learn more about this and share your input with us.
Want to see more updates like this? Let us know 👇