Intercom

Internal notes and assignment changes no longer have to wake a snoozed conversation. Turn on two new settings to keep it snoozed until a customer replies, the timer ends, or you reopen it yourself.

Phone was the one channel you couldn't watch as a whole. You could open an individual call, but nothing showed you the state of the operation — so staffing and service-level problems only surfaced after customers had already waited.

Until now, your hold audio only played to callers waiting in a queue. When a teammate put a caller on hold mid-call, they heard generic stock music instead.

You can now connect Fin for Sales directly to your HubSpot account and build a working data connector in minutes.

Fair workload distribution breaks down when teammates can pick their own conversations or drop the ones they don't want. Two new Inbox permissions let you close that gap, configured per teammate:

Real Time Incident Detection surfaces emerging customer problems as they happen, so your team can respond before they escalate.

Fin now remembers. Returning customers pick up where they left off, carry their context across channels, so they don't have to repeat what they've already told you.

You can now use a template to connect Fin for Sales to Marketo - creating a fully working data connector in minutes.

Merging a duplicate lead into a user permanently deletes the lead profile, and until now teammates confirmed that merge without seeing what it would change.

Some customers' security policies require us to hold their data for less time than our default. You can now reduce a workspace's data-connector execution-log retention (request and response bodies) to 7 days instead of the standard 14, so you can pass stricter procurement and…

Until now, customers were notified about every ticket state change — teams with multi-step workflows told us this felt like notification spam. You can now control notifications per ticket state: a "Notify customer" toggle on each state lets you keep the updates that matter (like…

Until now, routing work by channel meant spinning up a separate inbox for each one — so teammates who focused on phone or email couldn't share a single, balanced queue.

Your customers are already on Telegram — now your team can be too. Connect your Telegram bot to Intercom in a few clicks and manage Telegram conversations right alongside every other channel in your inbox.

Clearing a large backlog used to mean selecting conversations one page at a time — scrolling, checking boxes, and repeating for thousands of rows. Now you can select every conversation matching your current search or filter in a single click and apply one action to all of them.

When converting a conversation into a ticket — or creating a linked back-office ticket — the form now opens pre-filled with details from the conversation, rather than blank.