Intercom Changelog & Release Notes | Product Updates

“Where is my order?” and “do you have this in stock?” are two of the most common support questions — and two of the easiest for Fin to answer, once it’s connected to your store. Add ready-made data connectors for Shopify, WooCommerce, and BigCommerce from the template catalog, and Fin and your workflows can:

• Look up a customer’s orders, shipments, refunds, and payment history
• Search products, check discount codes and gift card balances
• Cancel or update orders, issue refunds and coupons, and update marketing consent

Until now, legitimate email could sit unanswered in Spam — with only a vague label to explain why, and limited options for finding it. Now every email in Spam says why it was held, in plain words, and you can filter by reason, sender, or recipient to track it down.

Marking an email Not spam now tells you whether the sender was added to your Trusted Senders list. It won’t trust a sender whose email failed verification, so a forged address can’t bypass your spam filter.

Fin AI Agent also stops marking email as spam when it comes from a verified Trusted Senders address — so those customers get an answer.

Billing requests — checking a subscription, issuing a refund, changing a plan — used to mean a teammate picking up the conversation. Now Fin can handle them directly, using ready-made connectors for Stripe, Chargebee, Paddle, and Recurly from the template catalog.

• Look up a customer’s subscriptions, invoices, and payments
• Pause, resume, or cancel a subscription, with the customer confirming first
• In Stripe: change plans, apply a retention offer, and issue refunds

Every News site that allows search engine indexing now publishes an RSS feed of its 50 most recent updates — so readers can follow your product updates without having to come back and check.

Feed readers, browsers, and AI tools can find it automatically and pull in new posts as you publish them. Works on both intercom.news and your own custom domain, with nothing to set up.

Some teams want replies from teammates and Fin to read like a normal email, not a branded one. You can now choose whether ticket replies use your ticket email template, while ticket status emails always keep it.

Find the new Ticket replies setting in Settings > Channels > Email > Notification emails. It's on by default, so nothing changes until you turn it off.

Your customers' support portal now works more like a real inbox. Conversations and tickets open on their own full-page, shareable screens instead of a floating widget, with ticket details alongside. A new Insights tab shows conversation volume, requestors, and AI topics for the company.

If you plan shifts in a spreadsheet, getting them into Workforce Management used to mean adding each activity by hand. You can now upload a CSV of up to 200 events in one go, for any mix of teammates, activity types, and time zones. Imported events sync to connected Google Calendars.

The Messenger has always used the system font — which can look out of place on sites with distinctive typography. You can now choose a font from a curated set, so your Messenger feels like part of your product rather than a widget on top of it.
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Choose from Inter, Poppins, Montserrat, Roboto, Open Sans, Lato, or Noto Sans. The font applies across the whole Messenger — Home, conversations, and help content — and falls back to the system font automatically if it can’t load.
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Available for the web Messenger on your default brand. Find it under Settings > Channels > Messenger > Widget > Appearance.

Admins can now create their own snooze options, like “In 2 hours” or “Friday at 5pm”, group them into lists, and choose which teams use each list.

Teammates see the options for the conversation’s assigned team, or the default list if that team has none.

Teammates can now follow a conversation or ticket to stay in the loop without being assigned to it.

• Follow from the Followers section in the conversation or ticket details panel — you’ll get the same desktop, mobile, and email notifications as the assignee.
• Notification behaviour is controlled by the “Activity in anything assigned to you or that you follow” setting, so teammates stay in control of what they hear about.
• A new Followed by filter in Search and Views lets you build a view of everything you follow.
• Conversations can have up to 100 followers, and followers carry over when conversations are merged.