Intercom Release Notes

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.

Until now, when Intercom translated a teammate's reply, your integration had no way to know — it had to poll the API to catch up. Two new webhook topics now fire as soon as a translation is saved, delivering the translated text for every language alongside the original:

• conversation.admin.replied.translated
• ticket.admin.replied.translated

To use them, subscribe under Settings → Integrations → Webhooks and set your app to the Preview API version.

One thing to note: replies sent from the Inbox always trigger these topics. Replies created through the REST API only trigger them when the full body is wrapped in HTML block elements.

View API Documentation

Until now, scheduled data exports covered conversations only — so anyone reviewing workspace access or auditing changes had to pull that data by hand. You can now choose which data objects each scheduled export includes:

• Teammates — every teammate in your workspace, with their name, email address, and role.
• Teammate activity logs — a record of account activity such as logins, permission changes, and SSO changes.

Both are delivered to your cloud storage on the same schedule as your conversations, so your access and audit trail is already waiting when a compliance review comes around.

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.

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.