Intercom

Callers on hold or waiting in a queue used to hear a fixed track — or nothing at all. Now you can upload your own.

Until now, balanced assignment could distribute conversations fairly, but it couldn't account for a teammate's expertise.

You can now run Simulations to test Fin for Sales playbooks in bulk before going live - ensuring you can build real confidence in how Fin qualifies and routes leads before it ever talks to a live prospect.

You can now export the full content of your macros from Settings > Inbox > Macros. Click Export content and choose whether to export Shared macros (every macro visible to everyone or shared with a team) or Shared…

Snooze can now be triggered from macros to auto-snooze conversations for a custom timeframe alongside saved replies, applied in bulk to multiple conversations at once, and conversations can be sorted by snooze return time to plan around reopenings.

Fin can now execute Zapier actions during conversations without custom code — create tickets, update CRM records, send Slack messages, or any action Zapier supports. The same actions work as steps in Workflows and Procedures. Connect your Zapier account once under Settings → Data Connectors to enable.

Fin for Sales can now connect to Salesforce using a template, enabling users to create a working data connector without technical setup and enrich or write back leads to Salesforce directly.

Side conversations now automatically translate to the recipient's language before sending. If the recipient's language is unknown, Intercom detects it from their first reply and translates automatically.

Away status—such as "Break" or "In a meeting"—now persists through phone calls and is restored automatically after the call ends, including through wrap-up, failed connections, and call monitoring.

Fin for Ecommerce now includes a Revenue Attribution report that shows total attributed revenue, average value of Fin-attributed orders compared to store baseline, and trends over time. Attributed orders link back to customer conversations and corresponding Shopify orders for easy impact analysis.

Workflow triggers are now available for phone calls, allowing you to automatically tag conversations, apply rules, assign calls, snooze follow-up work, and add internal notes without interrupting the caller. Start by creating a workflow, selecting the phone channel, and configuring background actions.

Phone workflows can now include a verify step that texts callers a one-time passcode to confirm identity, routing verified callers to agents and others to voicemail or alternate paths. Landline callers who cannot receive texts are verified by email instead on the same call.

SLA definitions can now be edited in place from Settings > Helpdesk > SLA, allowing you to adjust target durations, pause rules, or linked office hours schedules without creating a new SLA and archiving the old one. New SLAs can also be created from the same page.

Fin can now book qualified sales meetings directly via HubSpot Meetings without the lead leaving the conversation, showing real-time availability and collecting required questions before booking.

A new Phone Call Ends trigger lets you automate actions after inbound and outbound calls based on how the call ended—answered, abandoned, or unanswered. You can automatically assign conversations, set priority, add tags, close resolved calls, or route missed calls for follow-up.

Conversations can now be set to one of five priority levels—None, Low, Medium, High, or Urgent—instead of a binary on/off choice. Priority can be set from the conversation header, list, bulk actions, or keyboard shortcut, and filtered or automated via rules, workflows, and macros.

Previously, outbound call satisfaction surveys could only be turned on or off for your entire workspace. Now you can choose which phone numbers send surveys — giving you more control over each line.

Until now, the Customer Portal only showed tickets — customers had no self-serve way to revisit the live conversations they'd had with your team. Now they can.