Intercom Changelog & Release Notes | Product Updates

Your customers' support portal now works more like a real inbox. Conversations and tickets open on their own full-page, shareable screens instead of a floating widget, with ticket details alongside. A new Insights tab shows conversation volume, requestors, and AI topics for the company.

If you plan shifts in a spreadsheet, getting them into Workforce Management used to mean adding each activity by hand. You can now upload a CSV of up to 200 events in one go, for any mix of teammates, activity types, and time zones. Imported events sync to connected Google Calendars.

The Messenger has always used the system font — which can look out of place on sites with distinctive typography. You can now choose a font from a curated set, so your Messenger feels like part of your product rather than a widget on top of it.
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Choose from Inter, Poppins, Montserrat, Roboto, Open Sans, Lato, or Noto Sans. The font applies across the whole Messenger — Home, conversations, and help content — and falls back to the system font automatically if it can’t load.
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Available for the web Messenger on your default brand. Find it under Settings > Channels > Messenger > Widget > Appearance.

Admins can now create their own snooze options, like “In 2 hours” or “Friday at 5pm”, group them into lists, and choose which teams use each list.

Teammates see the options for the conversation’s assigned team, or the default list if that team has none.

Teammates can now follow a conversation or ticket to stay in the loop without being assigned to it.

• Follow from the Followers section in the conversation or ticket details panel — you’ll get the same desktop, mobile, and email notifications as the assignee.
• Notification behaviour is controlled by the “Activity in anything assigned to you or that you follow” setting, so teammates stay in control of what they hear about.
• A new Followed by filter in Search and Views lets you build a view of everything you follow.
• Conversations can have up to 100 followers, and followers carry over when conversations are merged.

Teammates who rely on the same search every day had to rebuild its filters each time, or ask an admin to recreate them as a View. Now you can click Save next to the sort menu in Inbox Search, and your filters become a View in your sidebar, named and ready to use. The View lists the same conversations as your search, and date presets like "Last 30 days" keep rolling, so it stays current without any upkeep.

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.