Intercom Changelog & Release Notes | Product Updates

Find and clear out the macros your team doesn't use

Macro libraries keep growing because it’s hard to tell which macros teammates still use. The new Usage tab in Macros settings shows how often each macro was used, by which teammates and teams, and in which conversations, over any time range you choose.

• Sort by usage count or last used to find stale macros, then delete them in bulk
• See who owns each macro and who uses it most
• Open a macro to see the conversations it was sent in, or export usage to CSV

Phone calls now ring the teammate with the right skill first. Inbound calls used to go to whoever had the fewest open conversations — whether or not they could actually help the caller. Now the skills your team already uses to route chats and emails apply to phone calls too, so a caller who picks French in your phone menu rings a French-speaking teammate first.

Teammates without the matching skill stay in the queue after the specialists, so calls still reach the rest of your team when every specialist is busy.

To set it up, enable skill-based routing for your team and add a step to your phone workflow that sets the skill attribute before the call is routed.

Forecast volume, build schedules and see where you're short-staffed, all inside Intercom.

Workforce Management is now available with the Pro add-on. It's built for support leads who plan staffing in a spreadsheet today;

• Forecast the work that reaches your team
• Build schedules once and reuse them
• Required vs. scheduled teammates shows where you're short
• Learn how the day went with Team Performance

If you used Workforce Management during the Beta, everything you’ve set up is still there - you’ll need the Pro add-on to keep using it.

Default permissions align with your existing settings

• Reporting access = default access to Workforce
• Can manage permissions = can manage Workforce Management

Permissions can be updated by admins per teammate here.

Previously, finding something you remembered reading in a long Messenger conversation meant scrolling through a long list of messages.

Now, you can Search conversation from the conversation menu to find text in the chat you’re viewing. Every match is highlighted, and you can move between results.

Find the answer or detail you need without losing your place, even in a long conversation with Fin.

Teammates can now speak their replies and notes instead of typing them. Click Dictate in the composer, talk for up to two minutes, and your words appear as text at your cursor, ready to edit before you send. Long answers get written faster, and nothing goes to the customer until you've checked it.

If you run multiple brands from one workspace, keeping SMS on-brand used to mean remembering which number belonged to which brand and picking it manually on every send. Now you assign your SMS numbers to a brand once, and Intercom sends from the matching number automatically whenever you pick that brand in the Inbox or Outbound composer.

Replies to a branded number are tagged with that brand automatically. And when Fin responds, it answers from the right brand’s Help Center — not your 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 address it can ship to. Your customer gets Shopify's order confirmation for the new address, and every replacement is recorded in the Shopify app's Auditing events.

Learn more →

Many teams keep a separate text-expansion tool just to personalize their replies. Macros can now include fill-in fields instead. When a teammate picks a macro, a short form asks for the details, and only the finished reply lands in the composer, ready to review and send.

• Text, long text and choice fields, each optional or required
• Optional sections teammates switch on or off
• A live preview that updates as they type

Teammates can create macros with filed In Settings > Macros, the macro editor has an Insert field control. Or from the inbox, through Cmd+K > Create macro > Using a macro with fill-in fields

When the same customer ends up with two profiles, their conversations, tickets, and notes are split across both — and teammates lose the full picture. You can now merge one user into another:

• Merge a duplicate straight from the conversation sidebar, with a preview of everything that will move before you confirm
• Control who can merge with a new teammate permission
• Developers can merge users through the REST API (Preview)