Intercom Changelog & Release Notes | Product Updates

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.

Teammates can now rate translated messages directly in the Inbox. Hover over the translation toggle on any translated message to give a thumbs up or thumbs down.

Ratings can be updated anytime — tap the same thumb to remove, or the opposite to change your feedback.

Export any side conversation with all messages and timestamps included - no more copy-pasting workarounds or missing information.

Whether you need complete records for compliance, want to loop in stakeholders, or just need a full paper trail, you'll get the entire thread in one clean export.

Email notifications for side conversations now link directly to the parent conversation with the side conversation panel open; no more searching your Inbox to find the right thread.

Side conversations also update in real-time, so you'll always see the latest replies without refreshing.

Stop scrolling to find what's about to breach. You can now sort and filter your inbox by more SLA metrics, so it's easier to know which conversations need attention first.

• Sort by individual SLA metric: First Reply Time, Next Reply Time, Time to Close, or Time to Resolution
• Sort by combined Reply SLAs to surface whichever reply deadline is closest
• See timers at a glance; each conversation card and table column shows the relevant SLA timer, and the sidebar displays all active metrics together

Keep your internal notes accurate without needing to delete and restart. Teammates can now edit notes they've already posted in a conversation — just click the edit icon, make your changes, and save.

• Edit your own notes directly from the conversation stream; across conversations, tickets, and side panels
• "Edited" indicator with timestamp keeps your team informed when a note has been updated
• Controlled by permissions; editing notes is managed through the "Can edit notes" teammate permission

Conversations that unsnooze no longer get stuck with teammates who are away. A new setting for Balanced assignment teams can automatically reassign unsnoozed conversations when the current assignee is set to Away or Away & Reassigning. Now they can be picked up by someone available, without manual triage.

Enable it in Settings → Inbox → Assignment → General settings.