Changelog

Until now, phone workflows had no way to capture information from callers — so your team had to ask for account numbers, case IDs, or anything else by hand once they picked up. The new Collect Data step handles that before the call even connects.

Add it to any phone workflow in Fin AI Agent > Workflows, choose what to ask for, and let callers respond by keypad or voice. The answer is saved to the conversation automatically, so your team has the context they need the moment they pick up.

Learn More

Teammates on the same team often saw different sidebar sections, in different orders, with no way for admins to standardize what should appear by default.

Admins can now define a default sidebar layout per role: choose which sections show up, the order they sit in, and whether teammates can rearrange them.

Every teammate with that role opens conversations to the same focused view, with no per-teammate setup.

Set it up in Settings → Teammates → Roles → Inbox.

Bad call quality used to be invisible until it was already a problem. Now it isn't.

Live quality indicators appear in the call window the moment your connection degrades — a warning banner flags it automatically, and you can expand it for a full health breakdown across network, microphone, and speaker.

See the problem, fix it, before the customer notices.

Learn More

Exporting conversations from the Inbox is no longer a one-at-a-time task. Select multiple conversations, open the actions menu, and export them all together — as a PDF or as plain text — in a single step.

No changes to your setup are needed. Just select the conversations you want, choose Export as PDF or Export as text from the actions menu, and your export is ready.

Admins and managers can now filter the Assignment Limits table by teammate availability — Active, Away, or Away & Reassigning. Whether you're balancing load across your active team or preparing for a shift handoff, you'll spend less time hunting through long teammate lists and more time on the adjustments that matter.

Learn more here

When you're supporting customers across different regions, it can be confusing when they describe when something happened — their "3:32 PM" might show as "2:32 PM" in your inbox.

Teammates can now opt in to view all conversation timestamps in the customer's local timezone with a single toggle in the conversation menu. Switch back to your own timezone at any time.

Internal notes are how your team passes context inside a conversation — handoffs, acknowledgements, quick questions. Now you can:

• React to a teammate's note with an emoji instead of replying with another note • Filter your Mentions inbox by Reactions to catch up on what your team's signaled on

Tap the smiley icon on any admin note to add a reaction, or tap an existing reaction badge to add yours.

You can now apply SLAs to inbound phone calls — so your team knows exactly what they're aiming for, and whether they're hitting it.

• Set targets in workflows — Add an Apply SLA step to any phone workflow and choose a speed-of-answer target. The timer starts the moment the Apply SLA step runs in your workflow and stops when a teammate answers the call.
• Track status in the inbox — Each phone conversation shows its SLA status, so your team can see immediately which calls are on track and which need attention.
• Measure performance in reporting — Phone SLA data appears in your existing SLA reports alongside chat and ticket SLAs — track met rates, miss rates, and performance over time.

Supervisors and team leads can now step into live calls — visibly or invisibly — with two new Intercom Phone tools.

Join call (Barge) — When your team needs backup, join the call instantly. Confirm, and you're on — already up to speed because you've been listening the whole time. No scrambling, no back-channel messages.

Coach (Whisper) — Prefer to guide without interrupting? Speak directly to your teammate while they're on a call — your voice reaches only them, the customer hears nothing. Switch in and out as needed, without disrupting the call.

When CSAT scores are visible in the inbox, they can subtly shape how teammates respond. Workspace Admins can now hide CSAT ratings from the conversation stream entirely.

All CSAT data continues flowing to reporting as normal — nothing is lost, just kept out of view.

Enable it in Settings → General.

Teammates can now record and send voice notes directly from the Intercom inbox when replying to WhatsApp conversations.

Record a message, preview it before sending, and your customer receives it as a native WhatsApp voice message — just like they'd get from any other WhatsApp contact.

Voice notes are automatically transcribed for search, export, and AI context.

Fin now acts like your very best store assistant, answering questions as customers shop, recommending exactly the right product, and guiding them to checkout.

Connect your Shopify store and Fin is live in minutes, ready to sell with full knowledge of your catalogue, pricing, and inventory.

Fin unifies shopping assistance and support, automatically recognizing what the conversation needs and moving seamlessly between both.

Average Adjusted Handling Time (AAHT) measures the time a teammate is actively handling a conversation, the clock runs from when they first open it, pauses whenever they switch to other work, and resumes when they come back. Each conversation's handling time now reflects time actually spent on that conversation.

• Pause on conversation switch: the clock stops when a teammate switches to a different conversation and resumes when they return.
• Optional pause on teammate away: Admins can also pause AAHT when a teammate is automatically set to away due to inactivity. This uses an inactivity toggle in Settings.
• Public API for handling events: A new endpoint that returns the underlying pause/resume events for a conversation along with pause reasons.

Our redesigned Data Connector experience brings together everything you need (setup, security, monitoring, versioning, APIs), so you can successfully configure data connectors.

• New configuration flow — The redesigned configuration experience simplifies API setup, data transformation, Fin configuration, and security controls, so you can reliably deliver the right data to Helpdesk and Fin.
• Security enhancements — Ensure every data connector is built secure by default. Your platform-wide authentication rules are applied by default, and potential security risks are surfaced clearly alongside practical recommendations on how to manage them.
• Reporting — Evaluate the impact and health of each data connector. A dedicated dashboard outlines usage, success rate, latency (Intercom vs. external), error types, and more. Monitor trends over time and dive into detailed execution logs to pinpoint opportunities for improvement.
• Versioning — Iterate on your data connectors without breaking workflows. Every change is captured, giving you visibility into when the change happened, who made the change, and why. If an update has unintended consequences, you can roll back in moments.
• Public APIs — Use the new Configuration API to manage data connectors programmatically, so you can rapidly implement changes. Or use the new Results API to pull detailed execution data, so you can build your own dashboards, integrate with your alerting systems, and more.

Admins can now choose a date range when exporting macro usage data — no more being limited to the last 30 days. Pick a preset like "Past 6 months" or select a custom date range to get exactly the data you need for quarterly reviews, adoption analysis, or historical comparisons.

• Choose from presets: Today, Past week, Past 4 weeks, Past 12 weeks, Past 6 months, and more
• Select a custom date range with the calendar picker — dates beyond 6 months are automatically disabled
• Exported CSV is emailed to you, just like before — now with your chosen date range as column headers