Intercom Changelog & Release Notes | Product Updates

Bring all your knowledge together; faster and easier than ever

Intercom now supports more knowledge base integrations and smarter importing tools, making it simple to connect and sync all your existing support content with Fin and Copilot.

What’s new:

• Freshdesk Importer: Import and sync Freshdesk knowledge base content directly into Intercom, with automatic re-sync to keep content up to date.
• Doc360 Integration: Seamlessly connect Doc360 as a content source so Fin and Copilot can use your existing documentation instantly.
• Website Import Improvements: Better URL validation, clearer sync review steps, and simplified advanced settings for a smoother setup experience.
• Live Sync Progress Updates: Real-time visibility into website import progress, showing pages discovered and imported every 15 seconds.

These updates remove setup friction, ensure Fin always has access to your latest knowledge, and make onboarding with Intercom faster, simpler, and more reliable, especially for enterprise teams managing multiple knowledge sources.

Workflows can now automatically translate chat messages and reply buttons into every language your workspace supports, helping you deliver consistent, localized experiences without manual setup.

What’s new:

• Automatic translation: Translate workflow content into all supported workspace languages with one toggle.
• Easy setup: Enable multilingual mode in the workflow’s trigger info panel—translations run automatically in the background.
• Language preview: View translations using the new language drop-down; your default language remains editable, while others are read-only.
• Localized experiences: Fin and Workflows automatically adapt to your customer’s language in Messenger.

With AI Inbox Translations, support teams can communicate seamlessly across languages, with smarter controls and more flexibility than ever before.

What’s new:

• All Languages option: Instantly support every language in your workspace.
• Glossary: Define your own translations for key words or phrases, so brand names, product terms, or industry language stay consistent.
• Teammate-level controls: Fluent teammates can opt out of automatic translation for specific languages.
• AI Inbox Translations now comes included with Copilot, helping teams deliver global support faster—without switching tools or losing context.

Manage every Shopify order directly from Intercom

Intercom’s Shopify integration now gives teams complete control of their ecommerce support; letting you view, edit, and manage orders across multiple stores, all without leaving the Inbox.

What’s new:

• Full order management in Inbox: Update shipping addresses, refund, cancel, or duplicate orders directly from the conversation sidebar; no tab switching or Shopify login required.
• Refunds made simple: Process full order refunds in one click, add refund reasons for documentation, manage restocks (cancel vs. return), and control customer notifications; all in Intercom. (Partial refunds coming soon.)
• Multi-store support: Connect and manage multiple Shopify stores from a single Intercom workspace. Each order clearly shows which store it belongs to, making it easier to support multiple brands or regions.
• EU data residency compliance: The Shopify integration is now fully supported on EU-hosted workspaces, ensuring all customer data remains within the EU and meeting regional compliance requirements.
• Enhanced Inbox experience: All order actions, details, and updates appear directly in the expanded sidebar view, giving teammates complete visibility and faster workflows.

These updates make retail and ecommerce support faster, more compliant, and fully integrated; helping teams resolve customer issues end-to-end without ever leaving Intercom.

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.