Intercom Changelog & Release Notes | Product Updates

Complex Series — those with many steps, rules, and email messages — could sometimes fail to go live with an error, even when the Series was correctly configured. Now activation runs in the background, so complex Series go live reliably.

You'll see progress as it activates and a confirmation once it's live. Customers start entering as soon as they match your entry rules.

Until now, when Intercom translated a teammate's reply, your integration had no way to know — it had to poll the API to catch up. Two new webhook topics now fire as soon as a translation is saved, delivering the translated text for every language alongside the original:

• conversation.admin.replied.translated
• ticket.admin.replied.translated

To use them, subscribe under Settings → Integrations → Webhooks and set your app to the Preview API version.

One thing to note: replies sent from the Inbox always trigger these topics. Replies created through the REST API only trigger them when the full body is wrapped in HTML block elements.

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Internal notes and assignment changes no longer have to wake a snoozed conversation. Turn on two new settings to keep it snoozed until a customer replies, the timer ends, or you reopen it yourself.

We've also moved the existing back-office ticket setting to sit alongside them, so all your unsnooze controls now live in one place.

Until now, scheduled data exports covered conversations only — so anyone reviewing workspace access or auditing changes had to pull that data by hand. You can now choose which data objects each scheduled export includes:

• Teammates — every teammate in your workspace, with their name, email address, and role.
• Teammate activity logs — a record of account activity such as logins, permission changes, and SSO changes.

Both are delivered to your cloud storage on the same schedule as your conversations, so your access and audit trail is already waiting when a compliance review comes around.

Phone was the one channel you couldn't watch as a whole. You could open an individual call, but nothing showed you the state of the operation — so staffing and service-level problems only surfaced after customers had already waited.

The new Phone tab on the Inbox Dashboard puts it all in one place: callers waiting and for how long, which agents are available, on a call, or in wrap-up, who is listening in for coaching, live SLA compliance, and a per-team breakdown — all updating in real time.

Switch to Today for the day's call feed, outcomes, and speed-of-answer and abandonment histograms, or Weekly for seven-day trends, hourly heatmaps, and week-over-week comparisons.

You can now connect Fin for Sales directly to your HubSpot account and build a working data connector in minutes.
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Authenticate with HubSpot, and our AI generator inspects your instance to build a fully configured connector. Review the suggested mappings, make any changes, and add it to your setup.
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Fin can then pull live contact context into every sales conversation and sync qualified contacts back to HubSpot.
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Until now, your hold audio only played to callers waiting in a queue. When a teammate put a caller on hold mid-call, they heard generic stock music instead.

Now mid-call holds play your own audio: the same track callers hear in the queue by default, or a separate one you upload just for mid-call holds — so you can play an apology or an on-hold message instead of queue music.

Find it in Settings > Phone Calls, under In-call hold music.

Fair workload distribution breaks down when teammates can pick their own conversations or drop the ones they don't want. Two new Inbox permissions let you close that gap, configured per teammate:

• Can assign conversations to themselves: prevents teammates from grabbing work outside your routing rules
• Can remove themselves as the assignee: prevents teammates from dropping conversations they've been assigned

Automated routing, workflows, and round-robin or load-balanced assignment are unaffected.

Real Time Incident Detection surfaces emerging customer problems as they happen, so your team can respond before they escalate.

• Respond before incidents escalate: Get alerted in Slack or email the moment an incident starts forming, so you can act before it affects more customers.
• Understand the impact instantly: See what customers are experiencing, how severe the incident is, and how many conversations are affected, with full visibility into every related conversation.
• Resolve incidents faster: Use Operator to contact affected customers in bulk, close conversations, or update Fin with guidance so it can handle new conversations consistently while the incident is active.

Fin now remembers. Returning customers pick up where they left off, carry their context across channels, so they don't have to repeat what they've already told you.

• No more starting over: Fin remembers what's already been covered, so returning customers continue from the next step instead of the beginning. Faster resolution, less effort.
• Context follows the channel: The same memory travels with the customer from chat to email, so the experience stays joined up no matter how they get in touch.
• Responses that feel personal: Fin draws on what a customer has shared before, so answers feel like they come from a company that actually knows them.