Customer messaging platform — live chat, helpdesk, product tours, and AI-powered support in one place.
Intercom is a customer messaging platform that combines live chat, a helpdesk, product tours, and AI-powered support into one tool. Engage customers with targeted messages, resolve support tickets with a shared inbox, onboard users with interactive product tours, and automate common queries with the Fin AI agent. Integrates with Salesforce, HubSpot, Zendesk, Slack, and hundreds more.
Used by teams of all sizes to drive engagement, reduce support volume, and deliver faster resolutions.
Pricing model: Paid
Common questions about Intercom
Intercom's customer portal now opens tickets and conversations on full-page screens where customers can read, reply, and share a link. Existing ticket links still work.
Search covers customer-visible messages and replies. A new Insights tab shows company support volume, requestors, and AI topics. Teammates control who can see it; the topics breakdown requires a Pro plan.
The portal requires a Help Center custom domain, Cookie Forwarding, and Identity Verification.…
You can now import a spreadsheet schedule into Intercom's Workforce Management with a CSV upload of up to 200 events.
The same file can mix teammates, activity types, and time zones. Imported events sync to connected Google Calendars.
Original source
Intercom's web Messenger now lets you choose Inter, Poppins, Montserrat, Roboto, Open Sans, Lato or Noto Sans.
The font applies to Home, conversations and help content, with an automatic fallback to the system font if it can't load.
This is available on your default brand. Set it under Settings Channels Messenger Widget Appearance.
Original source
Intercom admins can now create custom Inbox snooze options, such as “In 2 hours” or “Friday at 5pm”, and group them into lists for different teams.
Teammates see the list for the conversation's assigned team. If that team doesn't have its own list, they see the default options.
Original source
You can now follow an Intercom conversation or ticket without being assigned to it. Open its details panel and click Follow in the Followers section.
Followers get the same reply and note notifications as the assignee, controlled by the “Activity in anything assigned to you or that you follow” setting. A disabled desktop, mobile or email channel won't send follower notifications.
The new Followed by filter in Search and Views collects what you follow.…
You can now save an Intercom Inbox search as a View. Click Save next to the sort menu, and the current filters become a named View in your sidebar.
It lists the same conversations as the search. Date presets like "Last 30 days" keep rolling, so you don't have to keep adjusting the dates.
Original source
Intercom's new Usage tab in Macros settings shows which macros your team still uses. Choose a time range to see usage by teammate, team and conversation, along with each macro's owner and most frequent users.
You can sort by usage count or last used to find stale macros, then delete them in bulk. Open a macro to see the conversations it was sent in, or export usage to CSV.
Original source
Intercom Phone can now ring teammates with matching skills first, using the skills already set up for chat and email. Teammates without a match stay in the queue after the specialists, and availability takes priority over a skill match.
This requires the Expert plan and Balanced assignment. Enable skill-based routing for the team, switch on the skills to route by, and have the phone workflow set the skill attribute before routing.…
Intercom now has Workforce Management in its Pro add-on. You can forecast incoming work, build reusable schedules, and compare required staffing with scheduled teammates to spot gaps. Team Performance shows how the day went.
Setups from the Beta carry over, but you need the Pro add-on to keep using them.
Reporting access gives teammates default access to Workforce. The “Can manage permissions” permission lets them manage Workforce Management, and admins can adjust permissions per teammate.…
Customers can now search inside an open Intercom Messenger conversation, including Fin's answers.
Open the conversation's “…” menu and choose Search conversation. Matches are highlighted, and Next and Previous move between them. Search needs at least 2 characters, or 1 for Chinese, Japanese, Korean or an emoji.
Search covers message text in the loaded conversation, including answers Fin is still streaming.…
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