Intercom Changelog & Release Notes | Product Updates

Fin for Sales can now book qualified meetings directly via Chili Piper, without the lead ever leaving the conversation. Chili Piper joins Calendly and Hubspot Meetings as a supported provider.

If you're already using Chili Piper, setup takes just a few clicks. Fin then shows live availability, collects any required information, and books the meeting directly in the conversation.

Until now, starting a conversation with Fin meant typing out your whole question. Now you can dictate your message by voice — in both the Messenger and Spotlight Messenger — and your speech is transcribed straight into the draft, so you can describe your issue naturally and hands-free.
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Tap the mic in the composer, start talking, and the transcription appears ready to review, edit, and send. No setup required.

Snoozed conversations slip out of view, and it's hard to know how long they sit parked or how much that inflates resolution time. Two new metrics in Custom Reports now measure it: the average length of a single snooze, and the total time a conversation spends snoozed across its entire history.

Break the numbers down by team, teammate, and time period to catch conversations being parked rather than closed, and to set clearer resolution targets. Worth leading with the median — a few conversations parked for days can pull the average up. Add either metric from the metric picker in any custom report.

You can now verify any business phone number you own, including numbers that can't be ported in, and use it as the caller ID your customers see on outbound calls.
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A single verified caller ID can be connected to multiple phone lines, and each phone line can use one caller ID at a time. To get started, add and verify your phone number in your calling settings.
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Reporting on phone calls used to mean building charts by hand, and the outcome numbers didn't always agree. Custom Reports now includes answered, missed, and abandoned call metrics — calculated consistently across every view, and correct for teammates with restricted access.

Every inbound call lands in one of three buckets: answered, abandoned, or voicemail. The prebuilt Calls report shows these as summary counters and a per-teammate breakdown, so you can start from the template and see results straight away.

Until now, protected wrap-up time only existed on phone. On chat and email, teammates were assigned the next conversation the moment they closed or replied — so the only way to finish their notes was to go fully Away and drop every live conversation at once.

Now you can extend wrap-up time to chat and email. When a teammate closes or hands off a conversation, that freed slot is held for a window you set, giving them time to finish their after-conversation work before new work lands. Their other conversations carry on as normal.

It's off by default and can be turned on per channel. Set it up under Settings → Inbox → Assignments → Workload management.

You can now add multiple SMS numbers in the same country and choose exactly which one each message sends from.

When messaging a customer individually, pick the number to send from. When bulk messaging, pick one number per country — Intercom filters your audience to match automatically.

Incoming replies can be routed by the number they arrived on, so regional teams stay organised without sharing a single queue.

Until now, Reporting graded every teammate's first response time against a single workspace-default schedule — even when a teammate's real hours were different, inflating their numbers. This affects any distributed team: a teammate in Sydney measured against New York hours, or someone on a shorter shift than the rest of their team.

Now you can assign an office-hours schedule to each teammate, and Reporting automatically measures their responsiveness against the right hours. It falls back from their own schedule to their team's, then the workspace default — so the right schedule always applies.

Assign schedules in bulk or individually from the new Teammate schedules tab in Office Hours settings. An Effective schedule column shows exactly which hours each teammate is measured against.

A single assignment limit used to apply to both channels, even though most teammates handle email and live chats at very different rates. Now you can set them separately.

• Per-channel limits: Set different assignment limits for email and Messenger to reflect how each channel actually works.
• Workspace defaults: Configure limits at the workspace level, then override for individual teammates where needed.
• Immediate effect: Limits apply to new assignments straight away, so workloads rebalance as conversations come in.

Until now, the Customer Portal only showed tickets, search matched only titles and IDs, and visibility was all-or-nothing. All three have changed.

• Conversations view: Customers can now revisit the live conversations they've had with your team, shown with status badges right alongside their tickets. They can open any conversation straight in the Messenger.
• Visibility rules: Restrict specific user segments to seeing only their own tickets and conversations, using attribute-based rules like email, name, or custom attributes. Preview who matches before you save.
• Full-content search: Search across every reply and message, not just the title, description, and ticket ID. Results include a snippet showing the match, who wrote it, and when.