Changelog

Teammates can follow a conversation or ticket from the Followers section to receive the same desktop, mobile, and email notifications as the assignee, controlled by the "Activity in anything assigned to you or that you follow" setting. A new Followed by filter in Search and Views builds a view of everything followed, conversations support up to 100 followers, and followers carry over when conversations are merged.

Clicking Save next to the sort menu in Inbox Search turns the current filters into a named View in the sidebar, listing the same conversations and keeping date presets like "Last 30 days" rolling without upkeep. Replaces the need to rebuild filters each time or ask an admin to recreate them as a View.

New feature — Inbox

New — Phone

New product — Pro — Workforce Management

Search conversation in the conversation menu finds text within the chat being viewed, with every match highlighted and navigation between results. Previously, finding something in a long Messenger conversation meant scrolling through the message list.

Teammates can dictate replies and notes in the Inbox composer for up to two minutes, with the transcription appearing as text at the cursor for editing before sending.

Assigning SMS numbers to a brand makes Intercom automatically send from the matching number whenever that brand is selected in the Inbox or Outbound composer, instead of manually picking a number per send. Replies to a branded number are tagged with that brand, and Fin answers from the brand's Help Center rather than the workspace default.

Teammates with the Can manage shared macros permission can now view everyone's personal macros in Macro settings. From there they can convert a useful one to a shared macro, or delete one that's out of date. Your best replies get shared, and old ones don't pile up.

Customers move, mistype addresses, or want a replacement delivered to work. Teammates can now type a new shipping address right in the Shopify replacement order form in the Inbox, and pick the state or province from Shopify's own list, so the order reaches the warehouse with an…

New — Inbox

New — Inbox

Reports covers a lot of ground, but not every team's number is in the built-in set. A closure rate for email only, or a reopen rate on a single tag, wasn't something you could put on a chart. Now you can build it yourself — by applying your own filters to a built-in metric, or…

Until now, an outbound call that didn't connect showed a generic result, so teammates couldn't tell whether the number was wrong, the line was busy, or the call was blocked.

Teammates' avatars now appear on conversation rows in the inbox Table view, so you can see at a glance when a colleague is already handling a conversation and avoid duplicate replies.

Creating a ticket and applying a macro used to be two steps: create the ticket, reopen it, then apply the macro. Now you can do both at once.

Reading code in conversations just got easier. Code now renders in its own scrollable block, complete with syntax highlighting, line numbers, and a one-click copy button.

Until now, connecting Fin to your tools meant building a data connector yourself: configuring the technical details by hand. Data connector templates are now generally available, with ready-to-install templates across Stripe, Shopify and Statuspage.

Getting the current contents of a View out of Intercom meant rebuilding its filters in a report or copying rows by hand — and a report answers a different question anyway: what happened over a date range, not what matches right now.