Intercom Changelog & Release Notes | Product Updates

When your team handles sensitive requests over the phone — account changes, payments, anything that requires trust — you need to know the caller is who they say they are. Until now there was no built-in way to confirm that, so teams fell back on manual security questions.

You can now add a Verify phone with OTP step to any phone workflow. Intercom texts the caller a one-time passcode, they enter it during the call, and the workflow routes them based on the result — verified callers go straight to an agent, everyone else routes to voicemail or a follow-up path.

Callers on a landline who can't receive a text are verified by email instead, on the same call — so no one gets stuck.

Manage SLAs directly from settings — no workflow detour required

SLA definitions can now be edited in place from Settings > Helpdesk > SLA. Adjust target durations, pause rules, or the linked office hours schedule without creating a new SLA, updating workflows, and archiving the old one.

You can also create new SLAs from the same page — no more navigating away to workflows first.

Until now, a conversation was either a priority or it wasn't — a blunt yes/no choice. You can now set conversations to one of five levels: None, Low, Medium, High, or Urgent. That means your team can triage with far more precision and always work the most important conversations first.

• Set a level from the conversation header, list, bulk actions, or with a keyboard shortcut
• Filter and build views around the exact level that matters
• Set priority automatically with rules, workflows, and macros
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Until now, the Customer Portal only showed tickets — customers had no self-serve way to revisit the live conversations they'd had with your team. Now they can.

• A new Conversations view lists all a customer's conversations with status badges, right alongside their tickets
• Customers can search the full content of their conversations
• Choose whether each customer sees all their company's conversations or just their own
• Clicking a conversation opens it directly in the Messenger

Previously, outbound call satisfaction surveys could only be turned on or off for your entire workspace. Now you can choose which phone numbers send surveys — giving you more control over each line.

Each phone number has its own survey toggle that works alongside your workspace setting. New numbers automatically follow your workspace default, but you can override that for any individual number — and customise it with its own survey message and spoken language.

You can now trigger a Workflow when an SLA target is breached — or before it happens. Choose the target that matters (First Response Time, Next Response Time, Resolution Time, or Time to Close) and automate the right response either way.

• Before SLA breach — Set how much lead time you want, and the Workflow fires automatically before the target is due. Warn, reassign, or escalate with enough runway to avoid the miss.

• When SLA breaches — The Workflow fires the moment a target is missed. Notify the team, tag the conversation, or reassign — no manual triage needed.
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Keep large macro libraries tidy and easy to navigate.

You can now group macros into folders, right from Settings — no more scrolling through one long flat list to find the reply you need.

- Create folders and move your macros into them

- Search and sort the folder overview to find things fast

Set it up in Settings → Inbox → Macros

When you make an outbound call, it's not always obvious whether a real person picked up or you've reached a voicemail or answering machine.

Now you can switch on Answering machine detection for outbound calls. When a call reaches a voicemail or answering machine, Intercom shows you a notification during the call and labels the conversation "Voicemail detected" — so your team can see at a glance how each call ended, and report on it in Custom Reports.

Detection happens automatically and silently — there's no change for the person you're calling. It's heuristic, so it won't be right every time, which is why it's an option you control.

Turn it on in Settings → Channels → Phone.

Capturing explicit consent before recording a call is a legal requirement in two-party-consent markets like Germany, where a recording notice alone isn’t enough. Intercom Phone now makes it simple:

• Inbound and outbound consent — callers and customers press 1 to accept or 2 to decline recording before the call connects.
• Per-number control — turn consent on only for the numbers that need it.
• Your own audio — upload a consent recording so the prompt sounds natural in any language, instead of text-to-speech.

If consent is declined — or the customer doesn’t respond — the call continues without recording.

You can now create and publish content for your Help Center and Fin in the following new languages:

• Uzbek
• Filipino
• English (Australia)
• English (UK)
• English (Canada)
• English (Hong Kong)
• English (India)
• English (Ireland)
• English (Malaysia)
• English (New Zealand)
• English (Singapore)
• English (South Africa)
• English (USA)
• German (Austria)
• French (Switzerland)
• French (Belgium)
• Dutch (Belgium)
• Spanish (USA)