Intercom Changelog & Release Notes | Product Updates

When the same customer ends up with two profiles, their conversations, tickets, and notes are split across both — and teammates lose the full picture. You can now merge one user into another:

• Merge a duplicate straight from the conversation sidebar, with a preview of everything that will move before you confirm
• Control who can merge with a new teammate permission
• Developers can merge users through the REST API (Preview)

The default Tooltip icon is small — easy to miss, and difficult to tap for customers with low vision or limited hand movement. You can now set each Tooltip to Small, Medium, or Large.

The size applies to icons, animated beacons, and labels. Medium and Large meet the WCAG 2.2 minimum target size of 24×24 pixels, so your Tooltips work for more of your customers. Existing Tooltips stay the same until you change them.

Reports covers a lot of ground, but not every team's number is in the built-in set. A closure rate for email only, or a reopen rate on a single tag, wasn't something you could put on a chart. Now you can build it yourself — by applying your own filters to a built-in metric, or by dividing one metric by another with different filters on each side.

Intercom calculates the metric when a chart loads, so anything you create today covers your full history. Custom metrics appear in the metric picker of every chart in your workspace.

Open Reports, then Custom metrics, to build your first one.

Until now, an outbound call that didn't connect showed a generic result, so teammates couldn't tell whether the number was wrong, the line was busy, or the call was blocked.

Calls that don't connect now show a specific reason on the conversation: invalid number, line busy, declined by recipient, blocked by carrier, or region not permitted. If a call can't be placed at all, the teammate who dialled sees a message explaining why.

Your team knows straight away whether to fix the number, or retry later.

Teammates' avatars now appear on conversation rows in the inbox Table view, so you can see at a glance when a colleague is already handling a conversation and avoid duplicate replies.

Creating a ticket and applying a macro used to be two steps: create the ticket, reopen it, then apply the macro. Now you can do both at once.

The ticket-creation screen now has the full composer — Reply and Note panes, with macro support. Pick a saved macro (or type its shortcut) and its message drops into the ticket, with follow-up actions like assigning or closing staged and ready. Hit Create ticket and the message becomes the first reply or note while the actions run automatically.

Reading code in conversations just got easier. Code now renders in its own scrollable block, complete with syntax highlighting, line numbers, and a one-click copy button.

You can also enter a full-screen view to easily read longer snippets.

Until now, connecting Fin to your tools meant building a data connector yourself: configuring the technical details by hand. Data connector templates are now generally available, with ready-to-install templates across Stripe, Shopify and Statuspage.

Install a template from the data connector catalog in your workspace, customize it and make it available to Fin directly or add it to a Procedure.

Until now, the Data Connector health page showed HTTP status codes as a single snapshot — so you couldn't tell when a connector started failing or whether a fix held. Now status codes appear as a chart over time, right alongside the existing latency chart, on whatever time range you've already selected.

See exactly when errors started, which status codes came back, and confirm a fix actually worked.

Find it under Settings > Integrations > Data connectors, on any connector's Health tab.

Getting the current contents of a View out of Intercom meant rebuilding its filters in a report or copying rows by hand — and a report answers a different question anyway: what happened over a date range, not what matches right now.

Teammates can now export any saved Inbox View to CSV as a point-in-time snapshot, with the same columns, the same sort order, and a link back to every conversation. Slice it in a spreadsheet, share it with your team, or use the conversation links to act on it directly in Intercom.

Exports up to 25,000 cells download immediately; larger ones arrive by email.

Open a saved View in the Inbox and select Export as CSV.