The Intercom team has redesigned their Messenger to provide a more user-friendly experience for customers, making it easier for them to find answers and support on their own. The new embedded help center experience allows customers to search and browse articles directly within the Messenger, reducing friction and increasing engagement with self-serve support. This redesign aims to make self-serve support feel effortless, allowing customers to take care of simple issues themselves and freeing up support teams to focus on more complex queries. With features like a full-fledged Articles experience, self-serve first option, improved mobile app integration, and enhanced reporting, the new Messenger is designed to provide a seamless customer support experience that empowers customers to help themselves while still providing support when needed.