Intercom Launches Two-Way SMS & New Bot Features

Published: June 27, 2022

Intercom, an engagement OS platform, released three new capabilities — Intercom SMS, Custom Actions and Custom Objects — to help businesses create powerful customer experiences and drive ongoing engagement.

Intercom SMS is a fully integrated, natively-built solution designed to provide sales, marketing and support teams with two-way SMS texting. The tool enables users to:

  • Respond to SMS messages within the Intercom inbox;
  • Send personalized and targeted outbound messages at scale; and
  • Automatically access SMS targeting, orchestration, message personalization, optimization, robust reporting and more.

Additionally, Custom Actions and Custom Objects connect Intercom’s Custom Bot and Resolution Bot with first-party data to present customers with real-time information during a conversation, like order status or payment details, and let them take actions such as updating their contact information or canceling bookings. 

“Intercom exists to help businesses provide better experiences for their customers,” said Jane Honey, Senior Product Director at Intercom, in a statement. “These new features help businesses make the most out of every opportunity they have to connect with a customer, whether it’s building stronger customer relationships through two-way conversations or leveraging automation for faster and better experiences for both their support teams and customers.” 

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