Intercom Changelog & Release Notes | Product Updates

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.

Callers on hold or waiting in a queue used to hear a fixed track — or nothing at all. Now you can upload your own.

Set one track as your workspace default in Call Settings, or override it for a specific queue in the Hold & Assign workflow step. If you don't upload anything, calls fall back to the existing default track — so nothing changes unless you want it to.

Until now, balanced assignment could distribute conversations fairly, but it couldn't account for a teammate's expertise.

Now admins can define skills — billing, product area, region, or anything relevant to your team — and enable skill-based routing in a team inbox. Conversations go to the best-matched available teammate, within your existing availability and assignment limits.

If no skill-matched teammate is available, the conversation falls back to standard load balancing — so it's never left unassigned.

You can now run Simulations to test Fin for Sales playbooks in bulk before going live - ensuring you can build real confidence in how Fin qualifies and routes leads before it ever talks to a live prospect.

Available in open beta.

You can now export the full content of your macros from Settings > Inbox > Macros. Click Export content and choose whether to export Shared macros (every macro visible to everyone or shared with a team) or Shared and personal macros (adds every teammate's personal macros). We'll email you a CSV containing each macro's body in plain text, Markdown, and HTML, alongside its visibility and timestamps — ideal for auditing, backing up, or reviewing your saved replies in bulk.

Until now, letting Fin take action in another tool meant a built-in integration or a custom action built for each one — so across parts of your stack, Fin could answer questions but not do the work.

Now you connect your Zapier account once, choose which actions Fin can use, and Fin runs them during the conversation — no custom code. Create a ticket, update a CRM record, send a Slack message — if Zapier supports it, Fin can do it. The same actions work as steps in Workflows and Procedures too.

To get started, connect Zapier under Settings → Data Connectors.
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Snooze helps you stay on top of follow-ups, snooze a conversation and it comes back to your inbox when it's time to act. You can now use custom snooze from more places, and see when your conversations are due to return.

• Snooze from a macro — add a custom snooze timeframe to any macro, so a saved reply also snoozes the conversation for the right amount of time (for example, 3 days).
• Snooze in bulk — select several conversations in the list, table, or search and snooze them all to a custom date and time at once
• Sort by snooze time — order your inbox by when snoozed conversations are due to come back, so you can see what's reopening next and plan your day around it.

Until now, looping in a supplier, vendor, or back-office team who spoke a different language meant translating your message by hand before you sent it.

Now you write the side conversation in your own language, pick the recipient's language, and Intercom translates it before it sends. The recipient reads it in theirs — so you can collaborate across languages without lifting a finger.

If you don't know their language yet, Intercom detects it from their first reply and translates automatically from there.