Intercom

Several notable additions landed across phone support, inbox tooling, and Fin over the past few months.

Phone support grew a supervision layer. Supervisors can now barge into live calls to join directly or use whisper mode to coach teammates privately without the customer hearing.¹ SLAs extended to inbound phone calls too, with speed-of-answer targets set in workflows and status tracked per conversation in the inbox — phone SLA data feeds into existing SLA reports alongside chat and ticket metrics.²

Fin expanded into commerce and got a custom model. Fin now integrates with Shopify, answering product questions, recommending items, and guiding customers to checkout with live catalogue and inventory knowledge.³ Separately, Fin Apex 1.0 shipped as a purpose-built customer service model, alongside a CLI that lets AI coding agents set up Fin autonomously from install to live.⁴

Inbox and messaging picked up practical additions. Teammates can now record and send WhatsApp voice notes directly from the inbox; they are auto-transcribed for search and AI context.⁵ Conversation timestamps can be toggled to show in the customer's local timezone per conversation — useful for cross-region support teams.⁶ Admin notes gained emoji reactions, with a Reactions filter in the Mentions inbox so teams can scan what has been acknowledged.⁷

Reporting and data tools got more depth. Average Adjusted Handling Time tracks active work per conversation, pausing when a teammate switches away.⁸ The Data Connector experience was redesigned with clearer security defaults, per-connector reporting on latency and error types, and versioning support.⁹ Macro usage exports now support custom date ranges up to six months.¹⁰ Workspace admins also gained the ability to hide CSAT scores from the conversation stream while keeping all data flowing to reports.¹¹