Topic Curation gives teams control over how AI-generated topics in the analyze panel are organized and labeled—so Insights, Reports, and Suggestions reflect the language your business actually uses, without manual tagging or model retraining.

What's new:

• Create new topics and subtopics
  Capture emerging themes the moment they appear, so similar conversations are grouped and analyzed automatically going forward.

• Rename, move, and merge subtopics
  Align AI-generated labels to your team’s terminology and structure. This improves signal quality and makes trends easier to understand and act on.

• Delete low-value or outdated subtopics
  Remove noise to keep Insights, Trending Topics, and Suggestions focused on the issues that matter most.

This update helps support teams focus on what matters—seeing the real drivers of volume, prioritizing fixes faster, and keeping reporting aligned to the business.

Intercom’s native integration enables you to support customers where they’re already active — in Slack.

What's new:

• Slack-native experience: Connect multiple Slack workspaces and manage them alongside all other channels in Intercom.
• Broadcasts: Send one-time outbound broadcast messages to Slack channels, notifying customers of important updates.
• Tickets: Create and manage Intercom tickets directly from Slack, with automatic status updates.
• Fin over Slack: Fin resolves questions instantly, with replies that stay threaded and feel native to Slack.

This update enables support teams to manage all customer conversations in one place, respond using the tools they already rely on, and deliver consistent experiences across every channel.

A cleaner, more conversational Fin experience in Messenger

Fin’s Messenger experience has been redesigned to feel more natural, modern, and human—making every conversation smoother and easier to follow.

What’s new:

• Fin Human Identity Improvements: Cleaner conversation UI with simplified sender names and metadata, reducing visual clutter and improving readability.
• Expanded Composer on Web: A larger message field encourages more natural, thoughtful responses and supports file attachments—creating more fluid, human-like interactions.
• Clearer Handover to Human: The Messenger UI now clearly shows when Fin hands over a conversation to a human teammate, reducing confusion and creating smoother transitions.

Together, these updates make Fin conversations feel more natural, less cluttered, and more human.

Intercom’s reporting capabilities are now more powerful than ever, giving you full access to the data behind every metric.

What’s new:

• Full dataset exports: Export all 13 reporting datasets, including every attribute used in Intercom reporting.
• Customizable exports: Choose specific columns and filters to tailor data to your needs.
• Export preview: See exactly what you’re exporting before download.
• Instant CSV downloads: Get up to 10,000 rows instantly, with larger exports automatically delivered by email.

These updates make it easier to replicate and analyze Intercom metrics in your own BI tools; ensuring your data is consistent, accurate, and always within reach.

You can now embed interactive Supademo content directly into your Help Center articles, bringing your product guides and tutorials to life.
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This update supports all Supademo formats, including mobile, HTML, screenshot, and showcase demos, so customers can learn through immersive, step-by-step experiences without leaving your Help Center.
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Simpler, smarter call management with Intercom Phone

We’ve made it easier to manage phone support at scale; streamlining number setup, routing, and IVR configuration for faster, more efficient operations.

What’s new:

• Reusable IVR Workflows: Build once, reuse anywhere. Shared IVR blocks can now be applied across multiple phone numbers or teams, reducing setup time and making updates simpler to maintain.
• Smarter call routing: Calls can now escalate directly into reusable workflows, giving you greater control over how and where customers are routed when they need human support.
• Bulk Number Porting: Port multiple phone numbers at once through a new, intuitive experience; saving time for both customers and teammates while eliminating manual steps.

These updates make phone workflows easier to manage, reduce repetitive setup, and help teams deliver faster, more consistent phone support.

Bring all your knowledge together; faster and easier than ever

Intercom now supports more knowledge base integrations and smarter importing tools, making it simple to connect and sync all your existing support content with Fin and Copilot.

What’s new:

• Freshdesk Importer: Import and sync Freshdesk knowledge base content directly into Intercom, with automatic re-sync to keep content up to date.
• Doc360 Integration: Seamlessly connect Doc360 as a content source so Fin and Copilot can use your existing documentation instantly.
• Website Import Improvements: Better URL validation, clearer sync review steps, and simplified advanced settings for a smoother setup experience.
• Live Sync Progress Updates: Real-time visibility into website import progress, showing pages discovered and imported every 15 seconds.

These updates remove setup friction, ensure Fin always has access to your latest knowledge, and make onboarding with Intercom faster, simpler, and more reliable, especially for enterprise teams managing multiple knowledge sources.

Workflows can now automatically translate chat messages and reply buttons into every language your workspace supports, helping you deliver consistent, localized experiences without manual setup.

What’s new:

• Automatic translation: Translate workflow content into all supported workspace languages with one toggle.
• Easy setup: Enable multilingual mode in the workflow’s trigger info panel—translations run automatically in the background.
• Language preview: View translations using the new language drop-down; your default language remains editable, while others are read-only.
• Localized experiences: Fin and Workflows automatically adapt to your customer’s language in Messenger.

With AI Inbox Translations, support teams can communicate seamlessly across languages, with smarter controls and more flexibility than ever before.

What’s new:

• All Languages option: Instantly support every language in your workspace.
• Glossary: Define your own translations for key words or phrases, so brand names, product terms, or industry language stay consistent.
• Teammate-level controls: Fluent teammates can opt out of automatic translation for specific languages.
• AI Inbox Translations now comes included with Copilot, helping teams deliver global support faster—without switching tools or losing context.

Manage every Shopify order directly from Intercom

Intercom’s Shopify integration now gives teams complete control of their ecommerce support; letting you view, edit, and manage orders across multiple stores, all without leaving the Inbox.

What’s new:

• Full order management in Inbox: Update shipping addresses, refund, cancel, or duplicate orders directly from the conversation sidebar; no tab switching or Shopify login required.
• Refunds made simple: Process full order refunds in one click, add refund reasons for documentation, manage restocks (cancel vs. return), and control customer notifications; all in Intercom. (Partial refunds coming soon.)
• Multi-store support: Connect and manage multiple Shopify stores from a single Intercom workspace. Each order clearly shows which store it belongs to, making it easier to support multiple brands or regions.
• EU data residency compliance: The Shopify integration is now fully supported on EU-hosted workspaces, ensuring all customer data remains within the EU and meeting regional compliance requirements.
• Enhanced Inbox experience: All order actions, details, and updates appear directly in the expanded sidebar view, giving teammates complete visibility and faster workflows.

These updates make retail and ecommerce support faster, more compliant, and fully integrated; helping teams resolve customer issues end-to-end without ever leaving Intercom.