Intercom Changelog & Release Notes | Product Updates

You can now use a template to connect Fin for Sales to Salesforce - creating a fully working data connector without the complexity.
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Keeping the CRM as your pipeline source of truth, you can enrich and write back leads to Salesforce with no technical support needed.

Fin for Ecommerce now shows you the revenue it's helping to drive for your store.

The new Revenue Attribution report helps you measure Fin's business impact by showing total attributed revenue, the average value of Fin-attributed orders alongside your store's own baseline, and how both trend over time.

Every attributed order links back to the customer conversation and the corresponding Shopify order, making it easy to analyze Fin's contribution.

Previously, any phone call reset a teammate's away status, so someone who set themselves to "Break" or "In a meeting" was back to "Active" the moment they took or made a call.

Now Intercom keeps your status across the whole call and restores it automatically once the call ends, including through wrap-up, calls that never connect, and call monitoring. Set it once and trust it's accurate, so you're not shown as available just because you picked up the phone.

Your workflows can now run during phone calls, using the same triggers available for chat, email, and other channels.

Automatically tag conversations, apply rules, assign calls to the right team, snooze follow up work, or add internal notes, all without interrupting the caller.

To get started, create a workflow, choose phone channel, and add your background actions.

A new Phone Call Ends trigger lets you automate what happens after inbound and outbound calls.

Build workflows based on how a call ended, such as answered, abandoned, or unanswered, then automatically assign conversations, set priority, add tags, close resolved calls, or route missed calls for follow up.

Add the When a phone call ends trigger in Workflows to get started.

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

Fin shows real-time availability, collects required questions, and books the slot on the spot - all setup within minutes.

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