Intercom Changelog & Release Notes | Product Updates

When converting a conversation into a ticket — or creating a linked back-office ticket — the form now opens pre-filled with details from the conversation, rather than blank.

• Title and description: The title is copied from the conversation's subject or its AI title. The description comes from the AI conversation summary.
• Matching attributes: Any ticket attribute that matches one on the conversation is populated automatically, by name and type. Dropdowns match on option label.
• Your edits always win: Carry-over only fills the form. Change anything before you save, and your version is what gets created

Until now, if a Procedure depended on an external system — an identity check, a payment, a bank linking flow — Fin had no way to wait for it. It either had to hand off or leave the customer hanging.

Wait for Webhook changes that. Fin pauses mid-procedure while a third-party service does its work, then resumes automatically when it reports back — picking up exactly where it left off, with no manual handoff.

• Pause and resume — Fin holds at the right point in the Procedure, waits for the external system, and continues as soon as it gets the signal.
• Automatic escalation — If the external system doesn't respond in time, Fin escalates to a teammate automatically — so the customer is never left waiting.

Every click in the classic Help Center reloads the full page, and there's no easy way to move between collections — so customers spend longer finding answers than they should.
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The Modern Help Center fixes this with a persistent sidebar that keeps your collections and articles in view, breadcrumbs for easy navigation, and app-like page transitions that load instantly.
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The overall layout is cleaner and more docs-style, without changing any of your content, logo, colours, or fonts.
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The switch is opt-in per Help Center, and you can revert to the classic design at any time.

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.