Managers can now jump in and coach during live calls

Supervisors and team leads can now step into live calls — visibly or invisibly — with two new Intercom Phone tools.

Join call (Barge) — When your team needs backup, join the call instantly. Confirm, and you're on — already up to speed because you've been listening the whole time. No scrambling, no back-channel messages.

Coach (Whisper) — Prefer to guide without interrupting? Speak directly to your teammate while they're on a call — your voice reaches only them, the customer hears nothing. Switch in and out as needed, without disrupting the call.