What Intercom shipped

November 2026 (11 updates)

Fin testing and staging tools, saved filters, bulk mention clearing, per-channel alert sounds, an attachments gallery, News RSS feeds, spam reasons, and order, product and billing support across comme

• November 6, 2026 · Choose a different alert sound for each channel

  Teammates can assign a different alert sound to each channel in Settings › Personal › Notifications, so they can tell what arrived before switching tabs.

• November 6, 2026 · Reuse your saved filters on Fin Performance

  Fin Performance now supports saved filters, so a segment's filters can be applied without rebuilding them each time the page is opened.

• November 5, 2026 · Fin Evals: Test every change to Fin before it reaches customers

  Evals is available to all Fin customers. It tests at scale how Fin handles realistic multi-turn conversations, so teams can check behavior before changes reach customers.

• November 5, 2026 · Make changes to Fin with confidence using Releases

  Fin changes can now be staged through Releases before going live, so teams can tune content, procedures and guidance with more confidence.

• November 4, 2026 · Clear your mentions in one go

  The Mentions inbox now supports clearing mentions in bulk: select some or all conversations and choose Mark as read.

• November 4, 2026 · See every attachment in one place

  A new attachments gallery in the Messenger lets users browse all photos, videos, and files from a conversation in one place instead of searching for them individually.

• November 3, 2026 · Your News site now has an RSS feed

  News sites that allow search engine indexing now publish an RSS feed of their 50 most recent updates.

• November 3, 2026 · Let Fin Manage Subscriptions in Stripe, Chargebee, Paddle and Recurly

  Fin can now handle billing requests in Stripe, Chargebee, Paddle and Recurly, including checking subscriptions, issuing refunds and changing plans.

• November 3, 2026 · Clear reasons and filters for emails in the Spam inbox

  Emails in the Spam inbox now show clear reasons for being flagged, with filters to help find legitimate messages.

• November 3, 2026 · Let Fin Handle Order and Product Questions in Shopify, WooCommerce and BigCommerce

  Fin can now answer customer questions about order status and product availability in Shopify, WooCommerce and BigCommerce.

• November 2, 2026 · Choose which ticket emails use your template

  Ticket replies can now be set to use either a branded email template or a plain, unbranded one, so messages from teammates and Fin can read like normal email.

October 2026 (15 updates)

October brought scheduling imports, portal and Messenger updates, custom snooze lists, conversation following, search and save-to-View tools, skill-based call routing, macro analytics and fill-ins, an

• October 29, 2026 · Import your schedule from a spreadsheet

  Shift plans can be imported from a CSV file of up to 200 activities rather than adding each activity by hand.

• October 29, 2026 · Customer Portal Improvements

  The customer support portal now presents conversations and tickets on their own full-page, shareable screens rather than in a floating view, working more like an inbox.

• October 27, 2026 · Match your Messenger font to your brand

  The Messenger font can now be set from a curated set of options instead of always using the system font.

• October 23, 2026 · Flexible Snooze Options

  Admins can create custom snooze options, group them into lists, and assign each list to specific teams.

• October 21, 2026 · Follow Conversations and Tickets

  Teammates can follow a conversation or ticket to stay updated without being assigned to it.

• October 19, 2026 · Turn any Inbox search into a View in one click

  A Save button next to an Inbox search turns it into a View in one click.

• October 16, 2026 · Route phone calls to the right teammate by skill

  Inbound phone calls now route first to the teammate with the matching skill, replacing the previous behavior of ringing whoever had the fewest open conversations.

• October 16, 2026 · Macro Usage Analytics

  A new Usage tab shows which macros teammates still use, so unused ones can be found and removed.

• October 15, 2026 · Search inside a Messenger conversation

  A search function in the Messenger lets people find messages within a long conversation instead of scrolling.

• October 15, 2026 · Plan your support team's staffing without the spreadsheet

  Workforce Management, available with the Pro add-on, lets teams forecast volume, build schedules and identify staffing gaps inside Intercom.

• October 14, 2026 · Dictate in the Inbox

  Teammates can dictate replies and notes for up to two minutes instead of typing them.

• October 13, 2026 · Text customers from the right brand, automatically

  SMS messages are sent from the matching brand number automatically when a workspace runs multiple brands.

• October 9, 2026 · Macro Admin Mode
• October 7, 2026 · Send Shopify replacement orders to a new address

  A new shipping address can be typed directly in the Shopify replacement order flow.

• October 6, 2026 · Fill in the blanks when you use a macro

  Macros can include fill-in fields that teammates complete when they apply the macro.

September 2026 (16 updates)

• September 28, 2026 · Choose bigger Tooltips that are easier to see and click

  Each Tooltip can be set to a larger size that is easier to see and tap.

• September 28, 2026 · Merge duplicate users into one profile

  Duplicate customer profiles can be merged so conversations, tickets and notes appear on a single profile.

• September 23, 2026 · Build the metric you need, across your full history

  Custom metrics can be built across the full history, including combinations such as email-only closure rate or reopen rate on one tag.

• September 21, 2026 · See why an outbound call didn't connect

  Outbound calls that don't connect now show the specific reason instead of a generic result.

• September 17, 2026 · See who's viewing a conversation, now in Table view
• September 16, 2026 · Apply a macro when creating a ticket

  A macro can now be applied at the same time a ticket is created, instead of creating the ticket and then reopening it to apply the macro.

• September 15, 2026 · Read and copy code snippets more easily in conversations

  Code in conversations now renders in a scrollable block with syntax highlighting, line numbers, and one-click copying.

• September 11, 2026 · Connect Fin to your tools without building a connector from scratch

  Data connector templates are now available, so connecting Fin to tools no longer requires building and configuring a connector from scratch.

• September 10, 2026 · Export a saved View exactly as you see it

  Saved Views can now be exported exactly as they appear, replacing the need to rebuild filters in a report or copy rows by hand.

• September 10, 2026 · Track data connector health over time

  The Data Connector health page now tracks HTTP status codes over time, showing when a connector started failing and whether a fix worked.

• September 8, 2026 · Fin can now query your Snowflake data warehouse

  Fin can now query data held in a Snowflake data warehouse, such as orders, subscriptions, usage, and billing.

• September 8, 2026 · See how long tickets spend with every team that touches them

  Ticket reports now count time against every team that touched a ticket, instead of only the team currently assigned.

• September 3, 2026 · Set more complex Series live, reliably

  Complex Series with many steps, rules, and email messages can be set live more reliably, reducing failures that occurred even when setup was correct.

• September 2, 2026 · Keep your integrations in sync with translated replies

  Two new webhook topics let integrations know when Intercom translates a teammate's reply, instead of polling the API.

• September 1, 2026 · Export teammate and activity log data to your own storage, on schedule

  Scheduled data exports now cover teammate and activity log data, not just conversations, so access reviews and audits no longer require manual pulls.

• September 1, 2026 · Configurable Unsnooze Controls

  Two new settings let internal notes and assignment changes leave a conversation snoozed until a customer replies or another condition is met.

August 2026 (11 updates)

• August 20, 2026 · Your whole phone operation on one screen

  A single screen now shows the state of the whole phone operation, instead of requiring individual calls to be opened one at a time.

• August 19, 2026 · Your hold music now plays on mid-call holds

  Hold music now plays when a teammate puts a caller on hold mid-call, rather than only to callers waiting in a queue.

• August 19, 2026 · Connect Fin for Sales directly to your HubSpot account

  Fin for Sales can be connected directly to a HubSpot account, with authentication and setup for a data connector in minutes.

• August 18, 2026 · Control which conversations teammates can take or drop

  Two new Inbox permissions let admins control whether teammates can take their own conversations or drop ones they don't want.

• August 17, 2026 · Catch customer incidents before they escalate
• August 13, 2026 · Fin now remembers past conversations

  Fin now retains context from past conversations, so returning customers don't have to repeat information and it carries across channels.

• August 11, 2026 · Integrate Fin for Sales with Marketo within minutes

  A template lets you connect Fin for Sales to Marketo and build a working data connector in minutes while keeping your existing Marketo account.

• August 6, 2026 · Preview contact merges before confirming them

  Contact merges can now be previewed before confirming, since merging permanently deletes the duplicate lead profile.

• August 4, 2026 · Configurable Data Connector Log Retention (7 or 14 days)

  Workspaces can now reduce data-connector execution-log retention to 7 or 14 days to meet security policies that require shorter data storage.

• August 3, 2026 · Choose which ticket state changes notify your customers

  Teams can now choose which ticket state changes notify customers, instead of customers being notified about every change.

• August 3, 2026 · Route work by channel without splitting your inbox

  Work can now be routed by channel within a single inbox, so teammates focused on phone or email no longer need separate inboxes.

July 2026 (8 updates)

• July 28, 2026 · Take bulk action on every conversation matching your search

  Bulk actions can now be taken on every conversation matching a search, rather than selecting conversations one page at a time.

• July 28, 2026 · Telegram is now a supported channel

  Telegram is now a supported channel; a Telegram bot can be connected in a few clicks and its conversations managed inside Intercom.

• July 27, 2026 · Conversation details now carry over to new tickets

  Conversation details now carry over to new tickets.

• July 24, 2026 · Let Fin wait for external systems before continuing

  Fin can now wait for external systems, such as identity checks, payments, or bank linking flows, before continuing a Procedure.

• July 23, 2026 · A faster, modern design for your Help Center

  The Help Center gets a faster modern design, replacing full-page reloads on every click and making it easier to move between collections.

• July 22, 2026 · Voice transcription in the Messenger

  Messages can be dictated by voice in both the Messenger and elsewhere, instead of typing out the whole question to start a conversation with Fin.

• July 22, 2026 · Fin for Sales now books meetings with Chili Piper

  Fin for Sales can now book meetings with Chili Piper.

• July 21, 2026 · See how much time conversations spend snoozed

  A new view shows how much time conversations spend snoozed.