Intercom Changelog & Release Notes | Product Updates

Phone was the one channel you couldn't watch as a whole. You could open an individual call, but nothing showed you the state of the operation — so staffing and service-level problems only surfaced after customers had already waited.

The new Phone tab on the Inbox Dashboard puts it all in one place: callers waiting and for how long, which agents are available, on a call, or in wrap-up, who is listening in for coaching, live SLA compliance, and a per-team breakdown — all updating in real time.

Switch to Today for the day's call feed, outcomes, and speed-of-answer and abandonment histograms, or Weekly for seven-day trends, hourly heatmaps, and week-over-week comparisons.

You can now connect Fin for Sales directly to your HubSpot account and build a working data connector in minutes.
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Authenticate with HubSpot, and our AI generator inspects your instance to build a fully configured connector. Review the suggested mappings, make any changes, and add it to your setup.
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Fin can then pull live contact context into every sales conversation and sync qualified contacts back to HubSpot.
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Until now, your hold audio only played to callers waiting in a queue. When a teammate put a caller on hold mid-call, they heard generic stock music instead.

Now mid-call holds play your own audio: the same track callers hear in the queue by default, or a separate one you upload just for mid-call holds — so you can play an apology or an on-hold message instead of queue music.

Find it in Settings > Phone Calls, under In-call hold music.

Fair workload distribution breaks down when teammates can pick their own conversations or drop the ones they don't want. Two new Inbox permissions let you close that gap, configured per teammate:

• Can assign conversations to themselves: prevents teammates from grabbing work outside your routing rules
• Can remove themselves as the assignee: prevents teammates from dropping conversations they've been assigned

Automated routing, workflows, and round-robin or load-balanced assignment are unaffected.

Real Time Incident Detection surfaces emerging customer problems as they happen, so your team can respond before they escalate.

• Respond before incidents escalate: Get alerted in Slack or email the moment an incident starts forming, so you can act before it affects more customers.
• Understand the impact instantly: See what customers are experiencing, how severe the incident is, and how many conversations are affected, with full visibility into every related conversation.
• Resolve incidents faster: Use Operator to contact affected customers in bulk, close conversations, or update Fin with guidance so it can handle new conversations consistently while the incident is active.

Fin now remembers. Returning customers pick up where they left off, carry their context across channels, so they don't have to repeat what they've already told you.

• No more starting over: Fin remembers what's already been covered, so returning customers continue from the next step instead of the beginning. Faster resolution, less effort.
• Context follows the channel: The same memory travels with the customer from chat to email, so the experience stays joined up no matter how they get in touch.
• Responses that feel personal: Fin draws on what a customer has shared before, so answers feel like they come from a company that actually knows them.

You can now use a template to connect Fin for Sales to Marketo - creating a fully working data connector in minutes.

Keeping your existing Marketo account as your source of truth, you can enrich and write back person context to Marketo with no API knowledge, no code, and no manual field mapping.

Merging a duplicate lead into a user permanently deletes the lead profile, and until now teammates confirmed that merge without seeing what it would change.

Merge on a potential duplicate in the Inbox now opens a preview showing every attribute side by side, which value survives, and how many conversations, tickets, notes, tags, and phone calls move across. Nothing is written until you confirm, so your team can clear up duplicate contacts with confidence.

Some customers’ security policies require us to hold their data for less time than our default. You can now reduce a workspace’s data-connector execution-log retention (request and response bodies) to 7 days instead of the standard 14, so you can pass stricter procurement and risk reviews. Available today, just contact Intercom Support.

Until now, routing work by channel meant spinning up a separate inbox for each one — so teammates who focused on phone or email couldn't share a single, balanced queue.

Now each teammate chooses exactly which channels they handle: Email, Messenger, SMS, and Phone, in any combination.

Teammates can specialise in the channels they know best, while your team keeps one inbox with assignments balanced across all of them. Set your channels from your profile menu under Availability, or from the Inbox Dashboard Teammate View.