---
scope: org
organization: intercom
release_count: 11
last_release: 2026-10-09
generated: 2026-06-04
updated: 2026-10-13
canonical: https://releases.sh/intercom/overview.md
---

Recently shipped Fin Voice procedures and a batch of macro upgrades.

**Fin Voice procedures turn plain-language descriptions into working phone flows.** Operator, Fin's agent for customer operations, drafts the steps — including what happens when no order is found or a call needs a human — and you test and approve them before any caller reaches them. [Fin Voice Procedures](https://www.youtube.com/watch?v=24zLvJLwqB0) walks through the build and the call. Fin Memory still carries customer context across conversations.

**Macros absorbed the work teams used text expanders for.** Fill-in fields (text, long text, choice; optional or required) prompt for details and drop only the finished reply into the composer, with a live preview. Macros can now be applied while creating a ticket, so the message becomes the first reply or note and follow-up actions run automatically.

**Inbox hygiene got several fixes.**

- Duplicate user profiles merge from the conversation sidebar, with a preview of everything that moves and a new permission controlling who can merge; the REST API supports it in preview.
- Teammate avatars appear on rows in Table view to prevent duplicate replies.
- Code in conversations renders in a scrollable block with syntax highlighting, line numbers, and one-click copy.

**Phone and reporting gained visibility.** Outbound calls that don't connect now show a specific reason — invalid number, line busy, declined, blocked by carrier, or region not permitted. Reports' custom metrics let teams filter built-in metrics or divide one by another, calculated across full history. Tooltips can be sized Small, Medium, or Large for accessibility, and Shopify replacement orders can ship to a newly typed address from the inbox.