Import your schedule from a spreadsheet
Workforce Management now takes a CSV of up to 200 events across teammates, activity types and time zones, and syncs them to Google Calendar.
Every Intercom update in one feed — release notes, features and changes, straight from the source.
37 updates
Workforce Management now takes a CSV of up to 200 events across teammates, activity types and time zones, and syncs them to Google Calendar.
Intercom's customer portal gains an Insights tab and shareable full-page tickets, but it needs a Help Center custom domain and isn't available with Fin on other helpdesks.
Seven fonts are available for the web Messenger on the default brand, and it falls back to the system font if the chosen one fails to load.
Admins can build snooze option lists per team in the Inbox, and teams without a list of their own fall back to the default.
Followers get the same desktop, mobile and email alerts as the assignee, and a new Followed by filter collects everything in one view.
Saving an Inbox Search adds it to the sidebar as a View, and rolling date presets like "Last 30 days" keep it current.
Macros settings in Intercom's Inbox now show usage by teammate, team and conversation, with bulk delete and CSV export.
Intercom's skill-based routing now covers phone calls on the Expert plan, ringing matching teammates first while the rest of the team stays in the queue.
Customers can find text in an open Messenger chat, Fin's answers included, in the Classic web and Fullpage Messenger layouts.
Workforce Management needs the Pro add-on, and Beta setups carry over, with default permissions taken from existing reporting settings.
Teammates can speak for up to two minutes, with replies and notes appearing as editable text at the cursor.
Replies are tagged with the matching Brand, and Fin uses that Brand’s Help Center instead of the workspace default.
Teammates with permission to manage shared macros can now review, share or delete everyone’s personal macros in Macro settings.
Any teammate who can create replacements can use the option, but shipping to another country still requires Shopify.
A short form collects reply details, with optional sections and a live preview, before the finished message reaches the composer.
Teammates can merge a duplicate profile from the conversation sidebar with a preview first, gated by a new permission; developers get a Preview API.
Intercom Tooltips can now be set to Small, Medium, or Large, with Medium and Large meeting WCAG 2.2's 24×24px target size.
Reports now supports custom metrics built by filtering or dividing built-in ones, available on contracted Intercom plans.
Intercom's inbox now shows why an outbound call failed, from an invalid number to a carrier block, instead of a generic error.
Teammate avatars now show on rows in Intercom's inbox Table view, so colleagues can spot who's already replying.
Intercom's New Inbox lets teammates pick a macro on the ticket-creation screen, so the message and follow-up actions land in one step.
Intercom's Messenger and Inbox now show code in a scrollable, syntax-highlighted block with line numbers and a copy button.
Intercom's Fin can now connect to Stripe, Shopify and Statuspage via ready-made data connector templates instead of a custom build.
The Health tab now charts HTTP status codes over time next to the latency chart, so a fix can be confirmed instead of guessed at.
Exports keep the View's columns, sort order and conversation links, downloading instantly up to 25,000 cells or by email above that.
A new Ticket assignments dataset and Sankey chart, available on Intercom's VBP plans, show every team a ticket passed through.
Fin connects to a Snowflake MCP server inside your own account, respecting your existing roles and row-level access policies.
Complex Series — those with many steps, rules, and email messages — could sometimes fail to go live with an error, even when the Series was correctly…
Until now, when Intercom translated a teammate's reply, your integration had no way to know — it had to poll the API to catch up.
Internal notes and assignment changes no longer have to wake a snoozed conversation.