The past year has seen significant developments in the Intercom platform, with a focus on enhancing customer experience and support capabilities. The company's most customizable Messenger yet was released, allowing teams to fully personalize their messaging experience. Additionally, tickets were introduced as a new way to use Intercom, providing a next-gen support solution for efficiency and speed. The Inbox was also transformed into a modern and intuitive tool with blazingly fast load times, collaborative features, and customization options. Furthermore, the visual bot builder was released, enabling teams to create sophisticated chatbots quickly without technical knowledge. Custom Actions and Custom Objects in bots were introduced to boost self-serve resolution rates by accessing information from other tools. The Switch feature allowed customers to switch between phone calls and messaging for support, while Intercom Surveys provided invaluable customer insights through automated workflows. Finally, the ability to manage Instagram messages directly within the Intercom Inbox was also made available. These updates demonstrate Intercom's commitment to improving its platform and providing a more delightful experience for its users.