Intercom

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.