Intercom Changelog & Release Notes | Product Updates

Teammates often couldn’t tell whether Fin, a workflow, or a colleague had filled in a conversation attribute — so they second-guessed values or changed them without knowing if they were accurate. Now hovering over any attribute value in the inbox shows who last set it and when.

For values Fin detected, you’ll also see Fin’s explanation of why it picked that value. And conversations Fin handled now show a Fin state row with Fin’s outcome, right in the conversation details.

When a customer writes in more than once about the same thing, you used to merge those conversations one at a time. Now you can merge up to 100 into a single conversation in one step.

• From a conversation — open Merge into…, choose the primary conversation that stays open, then select any others to merge into it
• From your inbox — select the conversations you want to merge, choose Merge into…, then pick which one is the primary
• After merging — the primary conversation shows a single card listing every merged conversation, grouped by what the customer asked about

More customers are sending personal AI agents to contact businesses for them, and those conversations land in your Inbox alongside everyone else’s.

Every new web Messenger conversation now has a Personal agent involved attribute (Yes, Likely or No), so your team can:

• See which ones an agent probably started
• Find them in Inbox views
• Search, and use Audiences to route them to their own Procedures.

A new Personal agents report shows how Fin handles them, including resolution and escalation rates.

When the Inbox sits in a tab you’re not looking at, a ringing call is easy to miss. Now incoming calls reach you wherever you’re working:

• The tab title flashes “Incoming call” while a call rings
• Background alerts send a desktop notification the moment a call comes in — click it to jump straight back
• See the name of the line being called, like Support or Sales
• Collapse the ringing card to keep your current conversation in view

People tend to pick the first answer in a list, which can skew your survey results. You can now show the answers to a multiple choice or dropdown question in random order, so results reflect what people actually think.

Each respondent gets their own order and sees it consistently. To turn it on, select a question in the survey editor and set Option ordering to Random order.

When Balanced Assignment routes a conversation, it can be hard to tell why it went to that teammate — or why it hasn’t been picked up yet. You can now see the reasoning:

• Why it was assigned — expand an assignment event to see the teammate’s open conversations against their limits, their status and channels, required skills, and who was next in line
• Why it wasn’t assigned — ask Operator “why was this conversation stuck in the queue for 4 hours?” and get a plain-language answer: what blocked assignment, when it changed, and which setting to adjust

Cleaning up hundreds of macros used to mean guessing which ones still matter. In Settings > Macros > Usage, you can now open a macro’s insertions to read recent conversations in a side panel and check the macro’s text in the Content tab. A Type column, plus Type and Last used filters — for example, not used in 90 days or never used — make stale macros easy to spot.

Admins who can manage macros can also delete teammates’ personal macros in bulk. Use Export table to email yourself a CSV of the filtered table as you see it — including each macro’s content, owner, visibility, teams, and availability. Exporting requires the Export CSV and Manage macros permissions.

Checking how Fin is doing against a specific segment meant rebuilding the same filters every time you opened Fin Performance. Now you can apply any saved filter from your workspace in one click — your selected date range stays as it is.

Everyone on your team can check Fin against the same filters without setting them up again.

Teammates can now set a different alert sound for each channel — so you know what’s arrived before you switch tabs.

Go to Settings › Personal › Notifications, turn on Use different sounds per channel, and choose a sound for Chat / Messenger, Email, and Other channels. Choose None to keep the tab blinking without a sound.

As Fin takes on more of your support, you’re continuously tuning it: adding content, updating procedures, refining guidance. Until now, each change went live the moment you published it, and could affect how Fin handled conversations elsewhere. Releases give you a separate space to prepare, test and roll out changes to Fin, so nothing reaches customers until you decide it’s ready.

• Prepare safely: bundle related content, guidance, escalation guidance and procedures into one release, and review the complete change with your team without touching Main Fin
• Test before you trust: preview the release and run Evals against it, so you know your changes work and haven’t broken anything that worked before
• Build confidence gradually: roll out to a share of conversations or a specific audience and expand as results come in, or publish to everyone once you’re sure
• Prove the impact: run an A/B test against Main Fin to see whether your change moved the metrics you care about

Releases work with the Service agent, on the Intercom Helpdesk and on Fin for platforms.
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