Intercom Changelog & Release Notes | Product Updates

You can now select a proxy region you want to use for syncing your website content into Fin.

We support 6 rotating proxies (US, Germany, France, UK, Czechia and Hungary) as well as 3 static proxies (US, EU & Australia).

Teammates can now zoom into customer-shared screenshots, receipts, and product photos directly in the conversation lightbox. Click to zoom in at 2x, pinch or scroll to zoom up to 5x, and drag to pan around the image. No more squinting at fine details or downloading images to inspect them.

Macros just got more powerful with two new actions.

• Open conversation lets you reliably reopen closed or snoozed conversations from a macro — no more workarounds when reassigning to the same team.
• Set ticket state lets you transition a linked ticket to any custom state as part of a macro, making it easy to standardize ticket workflows across your team. Both actions are available in the macro builder today.

Teammates can now choose the initial ticket state when converting a conversation to a ticket — no more creating in "Submitted" and then switching states manually. Pick the right state up front so tickets land exactly where they belong in your workflow from the start.

• Choose any available ticket state directly in the convert-to-ticket panel
• State options update automatically when you switch ticket types
• Also available via the public API for automated workflows

Your outbound calls now feed into CSAT — not just inbound.

When a teammate ends an outbound call, the customer hears a spoken prompt asking for a 1–5 rating, mirroring the experience you already have for inbound. Ratings flow straight into your existing CSAT reports, so you get a complete picture of call quality across every interaction.

Fin now runs inbound sales conversations end to end, allowing your reps to focus on the highest quality opportunities.

Fin can:

• Engage proactively when visitor intent is highest
• Guide discovery by answering product questions clearly and accurately
• Qualify leads intelligently and surface the strongest opportunities
• Move deals forward by booking meetings or connecting prospects to your team

Fin moves between selling and supporting based on the conversation, giving customers a unified experience without handoffs or repeated context.

Running multiple brands? You can now assign dedicated phone numbers — calling and SMS — to each brand in Intercom. When a customer calls or messages in, the conversation is automatically tagged with the correct brand, so routing, reporting, and personalisation just work.

The brand number picker shows calling and SMS numbers side by side, with channel type icons and filter toggles so admins can manage assignments at a glance.

• Assign one or more calling or SMS numbers to a brand from the Edit Brand sidebar
• Inbound calls and SMS are automatically tagged with the correct brand
• Filter by channel type in the number picker

You can now configure independent reply and reopen windows for tickets, separate from conversations.

Previously, a single setting controlled both, meaning long-running tickets like bug reports would get locked under the same short window as conversations, forcing customers to start fresh and lose context.

• Set different reply windows for tickets vs. conversations
• Configure separately for users and visitors

Head to Messenger Settings > Inbound Volume to set your ticket reply policies.

Sending a reply or note in the Inbox composer no longer clears what you've typed in the other pane. Reply and note drafts are now preserved independently, so you can freely switch between them without losing your work.

No changes to your setup are needed. This works automatically in the Inbox composer.

Measuring how long tickets take to resolve just got more accurate. Two new metrics are now available in the Tickets dataset for custom reports:

• Ticket time to resolve (office hours) — calculates resolution time using your workspace's default office hours schedule
• Ticket time to resolve (team office hours) — calculates resolution time using each assigned team's specific office hours schedule

No more inflated resolution times from nights and weekends. Find them under Reports → New custom report → Tickets dataset.