Intercom Changelog & Release Notes | Product Updates

Merging a duplicate lead into a user permanently deletes the lead profile, and until now teammates confirmed that merge without seeing what it would change.

Merge on a potential duplicate in the Inbox now opens a preview showing every attribute side by side, which value survives, and how many conversations, tickets, notes, tags, and phone calls move across. Nothing is written until you confirm, so your team can clear up duplicate contacts with confidence.

Some customers’ security policies require us to hold their data for less time than our default. You can now reduce a workspace’s data-connector execution-log retention (request and response bodies) to 7 days instead of the standard 14, so you can pass stricter procurement and risk reviews. Available today, just contact Intercom Support.

Until now, routing work by channel meant spinning up a separate inbox for each one — so teammates who focused on phone or email couldn't share a single, balanced queue.

Now each teammate chooses exactly which channels they handle: Email, Messenger, SMS, and Phone, in any combination.

Teammates can specialise in the channels they know best, while your team keeps one inbox with assignments balanced across all of them. Set your channels from your profile menu under Availability, or from the Inbox Dashboard Teammate View.

Until now, customers were notified about every ticket state change — teams with multi-step workflows told us this felt like notification spam. You can now control notifications per ticket state: a "Notify customer" toggle on each state lets you keep the updates that matter (like "In progress" or "Resolved") and silence intermediate steps. Existing behaviour is unchanged by default — every state starts with notifications on.

Your customers are already on Telegram — now your team can be too. Connect your Telegram bot to Intercom in a few clicks and manage Telegram conversations right alongside every other channel in your inbox.

Send and receive text, photos, files, and voice notes, automate replies with Workflows, collect CSAT, share ticket forms, and let Fin resolve questions automatically.

Clearing a large backlog used to mean selecting conversations one page at a time — scrolling, checking boxes, and repeating for thousands of rows. Now you can select every conversation matching your current search or filter in a single click and apply one action to all of them.

• Close, reopen, assign, set priority, change ticket state, snooze, or send a reply across the whole set at once
• Large jobs run in the background with a notification when they finish, so you can keep working

When converting a conversation into a ticket — or creating a linked back-office ticket — the form now opens pre-filled with details from the conversation, rather than blank.

• Title and description: The title is copied from the conversation's subject or its AI title. The description comes from the AI conversation summary.
• Matching attributes: Any ticket attribute that matches one on the conversation is populated automatically, by name and type. Dropdowns match on option label.
• Your edits always win: Carry-over only fills the form. Change anything before you save, and your version is what gets created

Until now, if a Procedure depended on an external system — an identity check, a payment, a bank linking flow — Fin had no way to wait for it. It either had to hand off or leave the customer hanging.

Wait for Webhook changes that. Fin pauses mid-procedure while a third-party service does its work, then resumes automatically when it reports back — picking up exactly where it left off, with no manual handoff.

• Pause and resume — Fin holds at the right point in the Procedure, waits for the external system, and continues as soon as it gets the signal.
• Automatic escalation — If the external system doesn't respond in time, Fin escalates to a teammate automatically — so the customer is never left waiting.

Every click in the classic Help Center reloads the full page, and there's no easy way to move between collections — so customers spend longer finding answers than they should.
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The Modern Help Center fixes this with a persistent sidebar that keeps your collections and articles in view, breadcrumbs for easy navigation, and app-like page transitions that load instantly.
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The overall layout is cleaner and more docs-style, without changing any of your content, logo, colours, or fonts.
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The switch is opt-in per Help Center, and you can revert to the classic design at any time.

Fin for Sales can now book qualified meetings directly via Chili Piper, without the lead ever leaving the conversation. Chili Piper joins Calendly and Hubspot Meetings as a supported provider.

If you're already using Chili Piper, setup takes just a few clicks. Fin then shows live availability, collects any required information, and books the meeting directly in the conversation.