Intercom Changelog & Release Notes | Product Updates

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.

Until now, a ticket's time counted only against the team currently assigned — so once it handed off, the earlier team's time disappeared from your reports and the path it took couldn't be reported on at all.

You can now report on every assignment a ticket passes through. A new Ticket assignments dataset measures how long a ticket sits with each team and teammate, counts handoffs, and shows which team pairs pass work back and forth. A new Sankey chart draws the full path your tickets take. A prebuilt Tickets lifecycle report puts all of it on one page.

Find it in Reports, under the Tickets lifecycle template.

The data Fin needs most to resolve conversations, like orders, subscriptions, usage, and billing, often lives in Snowflake, and until now Fin couldn't reach it. With the Snowflake MCP Connector, Fin securely connects directly to an MCP server running inside your own Snowflake account.

Connect Snowflake from Settings > Data connectors, then choose which tools Fin can use. The connection runs under a Snowflake role you pick, so your existing permissions, masking, and row-level access policies apply automatically, and nothing is copied or synced out of Snowflake.

Complex Series — those with many steps, rules, and email messages — could sometimes fail to go live with an error, even when the Series was correctly configured. Now activation runs in the background, so complex Series go live reliably.

You'll see progress as it activates and a confirmation once it's live. Customers start entering as soon as they match your entry rules.