---
name: Intercom
slug: intercom
domain: fin.ai
description: Intercom is an AI-first customer service platform combining a help desk, an AI agent (Fin), proactive messaging, and a shared inbox.
category: crm
sources: 2
total_releases: 70
releases_last_30d: 32
avg_releases_per_week: 5.1
last_updated: 2026-07-20
tracking_since: 2025-12-22
canonical: https://releases.sh/intercom
overview_url: https://releases.sh/intercom/overview.md
aliases:
  - intercom.com
  - intercom.io
accounts:
  github: "intercom"
  x: "intercom"
  youtube: "Fin-Customer-Agent"
---

## Overview

Phone channels picked up identity verification, consent recording, and post-call automation in a concentrated update.

**Fin for Sales extended its meeting coverage.** HubSpot Meetings joined Calendly and Chili Piper as supported booking providers — Fin shows real-time availability, collects required questions, and books on the spot without the lead leaving the conversation.

**The phone channel got depth.** Callers can now verify their identity via OTP during inbound or outbound calls, with email fallback for landlines. Recording consent — configurable per number, with your own uploaded audio — satisfies two-party-consent requirements. Answering machine detection labels outbound calls that reached voicemail. Workflow triggers now fire during live calls (tagging, assignment, notes) and on call end based on whether the call was answered, abandoned, or missed. Per-number CSAT survey toggles replaced the workspace-wide switch.

**SLA management moved out of workflows.** SLAs can now be edited in place from Settings — adjust durations, pause rules, and linked office hours without creating a replacement. Workflow triggers fire before or when any SLA target is breached, with configurable lead time for the pre-breach path.

**Teammate QA consolidated into one platform.** AI scoring, Monitors for human review, and mixed scorecards now live in the inbox rather than a separate tool. Reporting connects QA scores with CSAT and handling times.

**Fin for Email and Human-in-the-Loop remain active.** Email handling reads PDF attachments, auto-follows up on quiet threads, and supports channel-specific guidance. Fin Procedures can pause mid-flow to request a teammate decision via inbox or Slack, then resume.

**Inbox and triage updates rounded out the window:** five-level conversation priority (None through Urgent), conversations in the Customer Portal alongside tickets, macro folders, Banners API for cross-surface targeting, and Help Center/Fin localized to 18 additional languages.

<Source name="Changelog" slug="intercom-changelog" type="scrape" releases="58" latest-date="2026-07-17T00:00:00.000Z" primary="true" url="https://releases.sh/intercom/intercom-changelog" />
<Source name="Fin Product Updates" slug="fin-product-updates" type="video" releases="12" latest-date="2026-07-17T13:37:39.000Z" url="https://releases.sh/intercom/fin-product-updates" />

## Recent Releases

_Summaries below — fetch the release's `canonical` URL for full content, or `url` for the original source._

<Release source="fin-product-updates" date="July 17, 2026" published="2026-07-17T13:37:39.000Z" url="https://www.youtube.com/watch?v=K6JOxFN2ou8" canonical="https://releases.sh/release/rel_EMrffEEf1xRILWmVqQK0c" truncated="true">
### Intercom Phone | Fin Product Updates

Phone is where your hardest support conversations happen. It's live, it's personal, and there's no undo button.

Stephen, Senior Product Director at F...
</Release>

<Release source="intercom-changelog" date="July 17, 2026" published="2026-07-17T00:00:00.000Z" url="https://www.intercom.com/changes/en/150655-send-sms-from-a-specific-number-in-each-country" canonical="https://releases.sh/release/rel_u5DYSIiSUyepZo6YxhHBB" truncated="true">
### Send SMS from a specific number in each country

You can now add multiple SMS numbers in the same country and choose exactly which one each message sends from.

When messaging a customer individually...
</Release>

<Release source="intercom-changelog" date="July 17, 2026" published="2026-07-17T00:00:00.000Z" url="https://www.intercom.com/changes/en/151688-per-teammate-office-hours-in-reporting" canonical="https://releases.sh/release/rel_Rl_8LGjgNdr1Wv80l733j" truncated="true">
### Per-teammate office hours in reporting

Until now, Reporting graded every teammate's first response time against a single workspace-default schedule — even when a teammate's real hours were ...
</Release>

<Release source="intercom-changelog" date="July 17, 2026" published="2026-07-17T00:00:00.000Z" url="https://www.intercom.com/changes/en/151684-give-teammates-time-to-wrap-up-on-chat-and-email" canonical="https://releases.sh/release/rel_Fux_1EUCXbF60_CZfKAL-" truncated="true">
### Give teammates time to wrap up on chat and email

Until now, protected wrap-up time only existed on phone. On chat and email, teammates were assigned the next conversation the moment they closed or re...
</Release>

<Release source="intercom-changelog" date="July 17, 2026" published="2026-07-17T00:00:00.000Z" url="https://www.intercom.com/changes/en/151691-see-answered-missed-and-abandoned-calls-in-custom-reports" canonical="https://releases.sh/release/rel_5GgEIBujahV2KcUR9MH1j" truncated="true">
### See answered, missed, and abandoned calls in Custom Reports

Reporting on phone calls used to mean building charts by hand, and the outcome numbers didn't always agree. Custom Reports now includes answered, miss...
</Release>

<Release source="fin-product-updates" date="July 16, 2026" published="2026-07-16T16:00:24.000Z" url="https://www.youtube.com/watch?v=jRY64ea6OHA" canonical="https://releases.sh/release/rel_9sJFb0u01BOHFUU9kgEw3" truncated="true">
### Fin Procedures: Wait for Webhook | Fin Product Updates

When a customer request depends on a third-party system, someone always had to step in and manage the handoff. Not anymore.

Fin's new Wait for Webhoo...
</Release>

<Release source="intercom-changelog" date="July 16, 2026" published="2026-07-16T00:00:00.000Z" url="https://www.intercom.com/changes/en/151511-smarter-visibility-and-full-content-search-in-the-customer-portal" canonical="https://releases.sh/release/rel_Hx8UHD7A5D7BFw3LpYuYg" truncated="true">
### Smarter visibility and full-content search in the Customer Portal

Until now, the Customer Portal only showed tickets, search matched only titles and IDs, and visibility was all-or-nothing. All three have changed.

* ...
</Release>

<Release source="intercom-changelog" date="July 16, 2026" published="2026-07-16T00:00:00.000Z" url="https://www.intercom.com/changes/en/151510-balance-teammate-workloads-across-email-and-messenger" canonical="https://releases.sh/release/rel_0yktHP7ZUtoLszHp1CEa9" truncated="true">
### Balance teammate workloads across email and Messenger

A single assignment limit used to apply to both channels, even though most teammates handle email and live chats at very different rates. Now you can ...
</Release>

<Release source="intercom-changelog" date="July 15, 2026" published="2026-07-15T00:00:00.000Z" url="https://www.intercom.com/changes/en/151433-play-your-own-hold-music-while-callers-wait" canonical="https://releases.sh/release/rel_iyz8DSfSqeif-RHImzjRc" truncated="true">
### Play your own hold music while callers wait

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

Set one track as your workspace de...
</Release>

<Release source="intercom-changelog" date="July 13, 2026" published="2026-07-13T00:00:00.000Z" url="https://www.intercom.com/changes/en/146670-route-conversations-to-the-best-qualified-teammate" canonical="https://releases.sh/release/rel_5exXQIvMKdJpDpIhCq1zM" truncated="true">
### Route conversations to the best-qualified teammate

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

Now admins can define skill...
</Release>

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