Intercom Changelog & Release Notes | Product Updates

Reporting on phone calls used to mean building charts by hand, and the outcome numbers didn't always agree. Custom Reports now includes answered, missed, and abandoned call metrics — calculated consistently across every view, and correct for teammates with restricted access.

Every inbound call lands in one of three buckets: answered, abandoned, or voicemail. The prebuilt Calls report shows these as summary counters and a per-teammate breakdown, so you can start from the template and see results straight away.

Until now, protected wrap-up time only existed on phone. On chat and email, teammates were assigned the next conversation the moment they closed or replied — so the only way to finish their notes was to go fully Away and drop every live conversation at once.

Now you can extend wrap-up time to chat and email. When a teammate closes or hands off a conversation, that freed slot is held for a window you set, giving them time to finish their after-conversation work before new work lands. Their other conversations carry on as normal.

It's off by default and can be turned on per channel. Set it up under Settings → Inbox → Assignments → Workload management.

You can now add multiple SMS numbers in the same country and choose exactly which one each message sends from.

When messaging a customer individually, pick the number to send from. When bulk messaging, pick one number per country — Intercom filters your audience to match automatically.

Incoming replies can be routed by the number they arrived on, so regional teams stay organised without sharing a single queue.

Until now, Reporting graded every teammate's first response time against a single workspace-default schedule — even when a teammate's real hours were different, inflating their numbers. This affects any distributed team: a teammate in Sydney measured against New York hours, or someone on a shorter shift than the rest of their team.

Now you can assign an office-hours schedule to each teammate, and Reporting automatically measures their responsiveness against the right hours. It falls back from their own schedule to their team's, then the workspace default — so the right schedule always applies.

Assign schedules in bulk or individually from the new Teammate schedules tab in Office Hours settings. An Effective schedule column shows exactly which hours each teammate is measured against.

A single assignment limit used to apply to both channels, even though most teammates handle email and live chats at very different rates. Now you can set them separately.

• Per-channel limits: Set different assignment limits for email and Messenger to reflect how each channel actually works.
• Workspace defaults: Configure limits at the workspace level, then override for individual teammates where needed.
• Immediate effect: Limits apply to new assignments straight away, so workloads rebalance as conversations come in.

Until now, the Customer Portal only showed tickets, search matched only titles and IDs, and visibility was all-or-nothing. All three have changed.

• Conversations view: Customers can now revisit the live conversations they've had with your team, shown with status badges right alongside their tickets. They can open any conversation straight in the Messenger.
• Visibility rules: Restrict specific user segments to seeing only their own tickets and conversations, using attribute-based rules like email, name, or custom attributes. Preview who matches before you save.
• Full-content search: Search across every reply and message, not just the title, description, and ticket ID. Results include a snippet showing the match, who wrote it, and when.

Callers on hold or waiting in a queue used to hear a fixed track — or nothing at all. Now you can upload your own.

Set one track as your workspace default in Call Settings, or override it for a specific queue in the Hold & Assign workflow step. If you don't upload anything, calls fall back to the existing default track — so nothing changes unless you want it to.

Until now, balanced assignment could distribute conversations fairly, but it couldn't account for a teammate's expertise.

Now admins can define skills — billing, product area, region, or anything relevant to your team — and enable skill-based routing in a team inbox. Conversations go to the best-matched available teammate, within your existing availability and assignment limits.

If no skill-matched teammate is available, the conversation falls back to standard load balancing — so it's never left unassigned.

You can now run Simulations to test Fin for Sales playbooks in bulk before going live - ensuring you can build real confidence in how Fin qualifies and routes leads before it ever talks to a live prospect.

Available in open beta.

You can now export the full content of your macros from Settings > Inbox > Macros. Click Export content and choose whether to export Shared macros (every macro visible to everyone or shared with a team) or Shared and personal macros (adds every teammate's personal macros). We'll email you a CSV containing each macro's body in plain text, Markdown, and HTML, alongside its visibility and timestamps — ideal for auditing, backing up, or reviewing your saved replies in bulk.