Turn AI Insights suggestions into published help center articles in just a few clicks. When AI Insights recommends new content based on conversation trends, you can now create a full article and publish it directly to your preferred Help Center and collection.
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Previously, suggestions could only be saved as snippets, requiring extra steps to publish content. This update streamlines your workflow so you can act on insights faster.
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End users can now send messages simply by speaking. With Voice Transcriptions in Web Messenger and WhatsApp, spoken messages are instantly converted to text; making conversations faster and more natural.

What’s new:

• One-tap recording: Users can record voice messages directly in Messenger using the new microphone icon.
• Instant transcription: On Messenger Web, transcribed text appears in the composer for review and editing before sending. On WhatsApp, transcriptions are sent directly into the chat, creating a faster, more seamless experience.
• Fin-ready: Fin can understand and respond to these transcribed messages naturally—just like any other typed query.

This update makes conversations smoother and more intuitive across platforms—meeting the modern expectation for voice input while keeping privacy, accuracy, and control front and center.

New API releases make it easier than ever to extend, automate, and integrate Intercom into your systems and workflows.

What’s new:

• Intercom API v2.14: Major update introducing new capabilities across calls, tickets, and messaging, including call data retrieval, ticket workflow improvements, and support for multiple message recipients (to/cc/bcc).
• Reporting Dataset Export API: Export full reporting datasets via API (v2.14+) to programmatically replicate metrics from Intercom reports in your BI tools.
• Macros API: Access your team’s saved replies programmatically for the first time, which is ideal for QA, documentation exports, and analytics at scale.

These API enhancements make it simpler to build, automate, and integrate; helping developers and partners extend Intercom’s platform capabilities with confidence.

Customers can now choose between light, dark, or system-matched themes for Messenger, making support experiences more accessible and on-brand.

What’s new:

• Theme options: Choose light, dark, or system-match.
• Brand customization: Configure brand colors and Fin’s avatar for each mode.
• Smarter color system: A new semantic color framework improves visual consistency and scalability across Messenger.

Dark Mode reduces eye strain, improves accessibility, and ensures Messenger feels native to every customer experience.

Fin can now automatically detect the attributes you define—like issue type, sentiment, or urgency—in every customer conversation.

By understanding what customers mean in real time, Fin can route issues, trigger workflows, and hand off to teammates automatically—replacing manual tagging and rigid button flows with a smarter, more responsive way to manage conversations.
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Set up Fin Attributes to turn natural language into structured data that reflects how your business actually works. Then, use them alongside other Fin features to create a smarter and more connected support experience:

• Workflows: Automatically route conversations based on what Fin detects—no menus or rigid paths. For example, route billing issues to Finance or flag negative sentiment for a specialist team.
• Escalation Rules: Use Fin Attributes alongside Escalation Rules to stay in complete control of when Fin hands off.
• Reporting: Analyze conversations by attributes (e.g., Billing, Negative sentiment, High urgency) to see which topics drive volume, how performance varies by issue type, and where escalations cluster. If multiple attributes are detected, each contributes to your view.

For Fin replies over email, Quick Reply buttons are now off by default.

Instead of showing predefined replies, Fin will follow up with a context-specific question to keep the conversation going - just like a human agent would. This works better for email, where natural back-and-forth is more effective than clicking buttons.

If your workflows depend on Quick Replies, you can turn them back on in settings.

You can now share news, product updates, or announcements across all customer Slack channels in a single Broadcast.

There's no need to manage separate conversations or threads, you can target one or multiple customers directly from Intercom and see replies all in one place.

Beta now available in your workspace.

Reach the right customer segment every time, with efficiency, confidence, and brand consistency.

(1) Reusable audiences: create once, reuse everywhere

Define customer segments once and use them across Content, Guidance, and Data Connectors—so every interaction stays consistent.

(2) Audit & test with confidence: know exactly what customers will see

See what each audience will experience before launch. Use filters and Batch Testing to validate targeting with confidence before going live.

(3) On-brand identities: distinct look & feel for every brand (available in Messenger)

Give each brand its own Fin avatar and name in Messenger, so customers instantly recognize who they’re engaging with. Pair with audience-specific Guidance to align tone of voice for a fully on-brand experience.

Coming soon: Preview, Workflows, Tasks, Simple Deploy, Content Suggestions, AI Insights Reports, and AI Agent Identities for Email.

📘 Learn how to set up Fin Audiences & Identities

Slack is now a native channel to Intercom, where Fin can resolve conversations.

You decide which messages trigger an Intercom conversation, and Fin and your teammates can respond seamlessly - straight from the Inbox.

Beta now available in your workspace.

You can now enable internal articles as a knowledge source for Fin.

This includes all internal knowledge articles — both those created natively in Intercom and those imported from Notion, Guru, and Confluence.

This update is live and available to all customers today.