G’day hunters–me again, with what’s perhaps Intercom’s biggest release ever. No joke. Today we launched the all-new Intercom Messenger. And it’s incredible.
We’ve reimagined what a Business Messenger should be, going beyond just chat and opening up a platform that helps businesses accelerate growth across the entire customer lifecycle – acquisition, engagement, and support. Here’s what’s new:
1. Customizable home screen: Like the perfect front desk for your website or app - create tailored experiences for leads and customers when they open the Messenger.
2. Messenger apps: Complete actions in the Messenger seamlessly with a growing library of apps for Stripe, Statuspage, Shopify, Google Meet, Aircall, Product Hunt and more.
3. Extensible platform: Create your own Messenger apps to suit your unique workflows – and enable entirely new ones.
Plus, there are new customization options, sounds and more. Best of all, the new Messenger and new apps are 100% free to use with existing Intercom subscriptions.
Head over to our website to learn more - www.intercom.com/messenger - or watch our live event - https://www.intercom.com/webinars/the-future - hosted by our VP of Product Paul Adams, today at 9:30 am PT. We’d love to know what you think!
@mattnhodges Hi Matt, love the new messenger! Just wondering, when you say they're free to use "with existing Intercom subscriptions", does that mean new customers will have to pay more?
@benkingntu thanks Ben! Good question. There are no changes to pricing, for new or existing customers, with this release.
@mattnhodges amazing update to a great product. I use intercom more then email, WhatsApp & messenger. Now was hoping for some PH special jump the queue link here but looks like I just have to wait until its rolled out?
@imrat 🙏🏻 I’ll see what I can do
@mattnhodges This looks awesome! Is there a certain order that the update is rolled out in, or is it just random? Can’t wait to try it out! 👍
@imrat what website/app are you using Intercom on?
@mattnhodges have 3 businesses that use intercom, but here is one of them: launchpal.com - app id y7zfkbb1
@mattnhodges does this mean more conversational bots can be created for intercom? Does this also mean that Intercom should have it's own sub-directory on BotList?
@imrat roger. We’ll get you sorted, mate
@sethlouey it’s certainly a big step towards that. Stay tuned!
@mattnhodges Looks like a pretty amazing update - any thoughts/case studies on using for ecommerce?
Jeroen Corthout ☕
@mattnhodges Awesome update! Looking forward to using it at Salesflare. 😎
@airjoshb we're so keen to see how our customers, across all industries, make use of the new Messenger. We're keeping a close eye on that now that the new Messenger out there for people to use and make their own!
I still can't for the life of me figure out intercom's pricing.
Inbox (flat pricing) says "Manage, reply, and resolve conversations with leads and customers as a team"
Messages (elastic pricing) says "Leads and customers who received a message from you, sent a message to you, or have logged into your app or website, in the past 30 days."
If someone sent a message to you or you replied to a message, how is that messages and not Inbox?
What does inbox do if it isn't send or receive conversations/messages?
@christian_vanderbeck happy to help clear things up if you want to mail me directly - email@example.com
Looks cool! Background music in the video was a little too loud though.
@ashfame thanks Anish! We hear you. Will see what we can do there.
We've had a great time building an app for the new Messenger that we use internally. Intercom uses a really interesting take on app integrations that I haven't seen before. It works surprisingly well and is easy to develop for. Definitely lots of opportunities for companies to speed up their workflow here with little effort.
@zemaj thanks so much, James! We're super impressed with the app you all built for ChargeDesk. 🙌🏻
This is a brilliant move. Intercom's hit the level of scale where they can support an app ecosystem and if done right, we'll see a ton of makers and companies build apps for their Messenger.
We're happy to be a launch partner (thanks to @imkmf's work). The first app allows you to display your PH product post inside Messenger (GIF how-to above) but we'd also like to build more apps that makers might find useful. Ideas/feedback!? 😊
@imkmf @rrhoover thanks so much for supporting us! We absolutely love your app. So much so we’re using it on our own home screen over at intercom.com 🙌🏻
@imkmf @mattnhodges brilliant 👏🏼
@imkmf @rrhoover Thank you. ❤️
Anderson Faria Santos
@imkmf @rrhoover @mattnhodges Just wish you guys support multi language help centers... waiting for more then a year for this....
This looks great! Just waiting for this to be rolled out globally. Can’t wait for it to be rolled out to our app, hope we come soon! 🤞
Åke Brattberg 🇸🇪
Looks awesome! Congrats on the launch! 🎉
@akebrattberg thanks mate!
Pooran Prasad Rajanna
This is really cool... especially checking order status, reordering cards, requesting demo.. way to go
Looks like awesome!
I both like it and am cautious of it. It's sure a great way to get your product updates out, interact with customers at a deeper level, etc. So definitely great for businesses. But for customers it's a layer of extra noise. Intercom is installed on so many websites that i doubt that leads (and even retained users) will check out product updates, or sign up for newsletters via Intercom. Just imagine every other website pour so much information on you within just one tiny widget.
I like the approach. It reminds me of WeChat's 'app in an app' eco-system and facilitates the most important actions in a messenger-like interface. Some messaging companies out there should take a close look at this product imo
I don't understand pricing. Is it another product or just some addition? How much does it cost to have this messenger?
@ariel_jedrzejczak the Messenger is included with all paid subscriptions
So simple and so mind-blowing. This basically kills our current stack - Smooch, Elevio (knowledge base), Front. Thank you Intercom for bringing all the essential tools required for supporting our members at Feeld.
You guys are on fire! Coincidentally, we're actually rolling out Intercom on our site (knottytie.com) today, so this is extra exciting news for us. Hoping we get the new features soon!
Great Job!! 😊Will check it out ! Is this having an Wordpress plugin to use it
Will this roll out for iOS/Android chat?
@samelliottsam you can upgrade your mobile apps today! https://twitter.com/intercomeng/status/988809099650400257?s=21
@samelliottsam yesterday's SDK updates make all messenger apps work perfectly with our SDKs. We'll include the homescreen in an upcoming release!
As an Intercom integration partner (Statuspage), we're big fans of the new Messenger and can't wait to see customers using it to support their users during downtime. Would love any early feedback from customers using the app!
Love the new Messenger! We’re thrilled to add an app to the marketplace - allowing visitors to start an audio call with you directly through their Messenger window. We know that’s just the beginning and can’t wait to see the ecosystem develop.
The Intercom team provided an easy to use framework and were highly responsive (and fun to work with!) throughout development. It’s been hard to keep it quiet :)
Here’s a quick look at Aircall Now on Intercom Messenger: https://aircall.io/aircall-now/
I understand Intercom is trying to move upmarket into inbound sales. Unfortunately, I don't see many improvements for those of us that use Intercom as a simple customer support channel.
@toddgower1 Hey Todd! We’ve built several Messenger apps that can definitely help support teams better serve prospective and existing customers, including:
1. Article Search app
It's like an embedded help center on your website and in your app.
Avoid inbound support requests when your app or website is down and allows them to subscribe to updates via email or text so they can know when service is restored.
Allow customers to look up order details on their own instead of writing in and asking.
Quickly hop on a call to talk your customers through issues they’re facing so you can resolve them together, faster.
5. Google Meet
Walk your customers through a solution face-to-face (optional of course) or using their screen sharing functionality to show how something works/troubleshoot.
And of course, we're just getting started. We’re already working on additional apps that will further help support teams as well as marketing and sales teams. Watch this space!
@mattnhodges thanks for the response. I'll take a look at your suggestions.
This looks incredible! A total game changer for the way people use messaging with customers and clients. I am excited to see what apps are developed 👏🏻
Not cool. Good artists copy. Great artists steal? https://www.kayako.com/live-chat-software
@planetabhi What am i missing?
@planetabhi You've got to remember that Intercom's probably been working on this for quite some time. I've liked Kayako for a while, and check it out from time-to-time, only now have I seen that "home screen" section. It's possible it's just a coincidence.
@jmedwards Yeah for this size of an update for Intercom, it's probably been in the works for longer than that.