Built for you: two-way texting, next-gen inbox, smarter bots and more

We started the summer off with a bang by hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS, Next-Gen Inbox, and Custom Actions and custom objects in bots.

If you joined us for New at Intercom last month, you might already have an idea of ​​what to expect on Built For You this month- ci (but if not, you can watch it on demand here). In addition to the exciting new products and features mentioned above, we've also released additional updates that we're excited to share with you. Let's dive in.

Connect, engage and activate with two-way SMS

Increase engagement and spur action with two-way text messages that connect you to your customers anytime, anywhere. Drive immediate engagement by allowing your customers to take action while you have their full attention. This two-way SMS solution allows customers to ask questions and provide feedback in the most convenient way, at the most convenient time. Giving your customers a direct line to your business makes them feel heard and you can stop missing crucial engagement opportunities. Find out what you can do with two-way texting, including sending promotional messages, re-engaging your customers, and more in our help center.

The fastest, most powerful inbox built to scale

Our all-new inbox is designed to handle the volume, speed and scale of internet activity. Designed for the people who use it the most, the new Inbox is packed with new features that streamline workflow and collaboration to increase productivity, efficiency, and team satisfaction. Visit our Help Center to watch a demo video and learn more about what's new.

Improve your support experience with custom actions and custom objects in bots

Improve the power of your bots so your customers get the help they need, faster. Custom actions and custom objects allow your bots to access and store live data from tools like your internal databases, Shopify, or Salesforce, and solve more queries than ever - no code required . Learn how to create your custom bot using custom actions here.

Increase email open rates with dynamic email subject lines

Now you can easily capture the attention of your different customer segments with dynamic subject lines. Simply set your audience rules, customize the subject line, and start sending highly targeted email campaigns which, in turn, will increase open rates. Learn more about creating dynamic email content here.

In addition to these exciting new features, we've also made a few improvements that will help you and your teams work more efficiently.

Make team management easier with more permissions for teammates

IT admins can grant support managers access to change another teammate's away status (when away from messenger or busy) without allowing full access to permissions and seats . This means they can manage the balance of conversations between their teammates as part of their day-to-day supervision, giving support managers flexibility while maintaining control. Learn more about teammate permissions in our Help Center.

New email settings for a more personalized support experience

You can now associate your sender address with the inbound address from which your customers contact you. For example, if a customer contacts you via support@companyname.com, your replies will also come from support@companyname.com. When your customers see a response from the familiar address they contacted, they'll be more likely to open your email...