Intercom Changelog & Release Notes | Product Updates

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)

Until now, refunding an order, issuing a gift card, or sending a replacement meant leaving the conversation and switching to Shopify Admin — slowing your team down and breaking their flow.

Now teammates can do all of it from the Shopify sidebar in the Inbox: process line-item refunds, issue gift cards, and create replacement orders — all at no cost. Refund amounts and tax are calculated automatically from the items selected, every action logs a reason from a standardized dropdown, and everything is captured in an auditing tab you can filter and export.

Available for customers using the Shopify app.

Until now, once you uploaded a teammate profile photo you could only replace it, never clear it. You can now remove a photo and return to the default avatar straight from the photo editor, and choose whether to clear it for a single workspace or your global profile.

When all your agents are busy, customers used to get no sign they were in line — so many sent repeated "anyone there?" messages while the clock ticked. Now customers waiting in the Messenger can see their live position ("#3 in queue") updating in real time as the line moves.
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They know they haven't been forgotten, and your team fields fewer anxious follow-ups. Available for teams using balanced assignment.

You can now create and clone SLAs directly from the SLA settings page, and see which workflows reference each SLA — no need to open the workflow builder.

Find it in Settings > Inbox > SLAs.