Intercom Changelog & Release Notes | Product Updates

Teammates with the Can manage shared macros permission can now view everyone’s personal macros in Macro settings. From there they can convert a useful one to a shared macro, or delete one that’s out of date. Your best replies get shared, and old ones don’t pile up.

Customers move, mistype addresses, or want a replacement delivered to work. Teammates can now type a new shipping address right in the Shopify replacement order form in the Inbox, and pick the state or province from Shopify's own list, so the order reaches the warehouse with an address it can ship to. Your customer gets Shopify's order confirmation for the new address, and every replacement is recorded in the Shopify app's Auditing events.

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Many teams keep a separate text-expansion tool just to personalize their replies. Macros can now include fill-in fields instead. When a teammate picks a macro, a short form asks for the details, and only the finished reply lands in the composer, ready to review and send.

• Text, long text and choice fields, each optional or required
• Optional sections teammates switch on or off
• A live preview that updates as they type

Teammates can create macros with filed In Settings > Macros, the macro editor has an Insert field control. Or from the inbox, through Cmd+K > Create macro > Using a macro with fill-in fields

When the same customer ends up with two profiles, their conversations, tickets, and notes are split across both — and teammates lose the full picture. You can now merge one user into another:

• Merge a duplicate straight from the conversation sidebar, with a preview of everything that will move before you confirm
• Control who can merge with a new teammate permission
• Developers can merge users through the REST API (Preview)

The default Tooltip icon is small — easy to miss, and difficult to tap for customers with low vision or limited hand movement. You can now set each Tooltip to Small, Medium, or Large.

The size applies to icons, animated beacons, and labels. Medium and Large meet the WCAG 2.2 minimum target size of 24×24 pixels, so your Tooltips work for more of your customers. Existing Tooltips stay the same until you change them.

Reports covers a lot of ground, but not every team's number is in the built-in set. A closure rate for email only, or a reopen rate on a single tag, wasn't something you could put on a chart. Now you can build it yourself — by applying your own filters to a built-in metric, or by dividing one metric by another with different filters on each side.

Intercom calculates the metric when a chart loads, so anything you create today covers your full history. Custom metrics appear in the metric picker of every chart in your workspace.

Open Reports, then Custom metrics, to build your first one.

Until now, an outbound call that didn't connect showed a generic result, so teammates couldn't tell whether the number was wrong, the line was busy, or the call was blocked.

Calls that don't connect now show a specific reason on the conversation: invalid number, line busy, declined by recipient, blocked by carrier, or region not permitted. If a call can't be placed at all, the teammate who dialled sees a message explaining why.

Your team knows straight away whether to fix the number, or retry later.

Teammates' avatars now appear on conversation rows in the inbox Table view, so you can see at a glance when a colleague is already handling a conversation and avoid duplicate replies.

Creating a ticket and applying a macro used to be two steps: create the ticket, reopen it, then apply the macro. Now you can do both at once.

The ticket-creation screen now has the full composer — Reply and Note panes, with macro support. Pick a saved macro (or type its shortcut) and its message drops into the ticket, with follow-up actions like assigning or closing staged and ready. Hit Create ticket and the message becomes the first reply or note while the actions run automatically.

Reading code in conversations just got easier. Code now renders in its own scrollable block, complete with syntax highlighting, line numbers, and a one-click copy button.

You can also enter a full-screen view to easily read longer snippets.