Keep your internal notes accurate without needing to delete and restart. Teammates can now edit notes they've already posted in a conversation — just click the edit icon, make your changes, and save.

• Edit your own notes directly from the conversation stream; across conversations, tickets, and side panels
• "Edited" indicator with timestamp keeps your team informed when a note has been updated
• Controlled by permissions; editing notes is managed through the "Can edit notes" teammate permission

Conversations that unsnooze no longer get stuck with teammates who are away. A new setting for Balanced assignment teams can automatically reassign unsnoozed conversations when the current assignee is set to Away or Away & Reassigning. Now they can be picked up by someone available, without manual triage.

Enable it in Settings → Inbox → Assignment → General settings.

You can now view the full version history of your workflows, preview past versions, and roll back to a previous version — all without leaving the workflow editor.

What's new:

• Version history panel: Browse all saved versions of a workflow, with details on who made each change and when.
• Preview past versions: Click any version to preview it directly in the editor alongside your current workflow.
• Rollback support: Restore any previous version for Live and Paused workflows. Rolling back doesn't overwrite your history - it creates a new draft based on the version you selected, so nothing is ever lost.

Your team can now pin a default outbound phone number, so every call and callback goes out from the right line — no more switching numbers before dialling.

Teammates can pin their own default directly in the dialler, and admins can set a workspace-wide fallback in Settings > Phone Calls. The system picks the best number automatically: teammate default first, then workspace default, then existing behaviour.

This also extends to callbacks. Enable "Use default outbound number for callbacks" in Settings, and callbacks will follow the same logic — so customers always see a consistent number, even when being called back by a different teammate.

You can now support your customers directly in Discord. Connect your Discord channels to Intercom and manage conversations from your inbox — messages from Discord automatically appear as conversations, so you can respond seamlessly, right from the Intercom Inbox.

Once connected, your team or Fin can reply to Discord conversations from the Intercom Inbox, keep context in threads, and create tickets — all in one place.

Not every team uses Away mode the same way.

Now you can choose whether Round Robin skips away teammates or includes them in the rotation.

Enable "Ignore activity status" in your Round Robin inbox settings to distribute conversations to all teammates regardless of availability status.

As tickets evolve, now their type can too. An investigation might turn into a confirmed bug, or a ticket may simply land in the wrong category.

You can now change a ticket's type after creation right from the Inbox ticket type dropdown.

The full conversation history and context carry over automatically, and any matching attributes (same name and type) have their values copied across for you.

No need to recreate the ticket or re-enter data.

Ensure every ticket is complete before being closed by an agent. You can now mark specific ticket attributes as "required to close" so that when an agent closes a ticket with missing fields, they'll be prompted to fill them in first.

• Configure in Settings - mark any custom ticket attribute as required to close
• Guided completion - agents see a clear prompt for missing fields at the point of closing
• Works everywhere - supports single and bulk close across customer tickets, back-office tickets, and trackers

Incoming messages are now automatically scanned and redacted before they're stored — so sensitive data never reaches your database or your teammates' screens.

What's new:

• Built-in rules for common identifiers — credit card numbers (last 4 digits preserved) and SSNs (fully masked), ready to enable out of the box.
• Custom regex rules — Create up to 10 rules to redact business-specific data like policy numbers or account IDs. Custom matches are fully masked.
• Works across channels — Web Messenger, mobile SDKs, inbound email, and call transcripts.

Redaction happens at ingest and is irreversible — matched content is overwritten before it's stored, so the original data is never retained.

Easily schedule the sharing of your Intercom reports with anyone - no login or seat needed.

Automatically send time-based snapshots of your reports, complete with all chart types to all key stakeholders via email (Intercom users & roles and external email recipients).

Recipients receive a single, public link that provides a view of your key metrics. Links are active for 30 days and then automatically expire.