60+ PRODUCT UPDATES Introducing Intercom 2 AI has fundamentally changed customer service. Intercom 2 brings AI and human support together in one helpdesk, with 60+ updates across workforce management, real-time issue detection, and AI and Human QA. Start free trial View Demo Play TRUSTED BY MORE THAN 25,000 LEADING BRANDS Over 60 improvements across the helpdesk WORKFORCE MANAGEMENT Forecast for a team of AI and humans Workforce management includes Fin volume and resolutions in your forecasts, so you can plan with a complete view of demand. Forecast, schedule, and track performance in one place. Request early access AI demand forecasting Predict conversation volume before it arrives. Uses AI signals and historical data to plan headcount accurately. Live performance tracking See how your team is actually performing in real time. Track attendance, handle time, and SLA adherence as it happens. Automated scheduling Build and manage agent shifts without spreadsheets. Shift templates, working hours, and PTO requests handled in one place. REAL-TIME ISSUE DETECTION Detect and fix issues as they form in real time. AI analyzes every conversation to detect emerging issues, groups them, and notifies your team, so customers get the right answer even mid-incident. Request early access Automatic issue grouping Related conversations are automatically grouped into a single issue. No manual tagging or guesswork. See the shape of a problem the moment it emerges. Contextual alerts with severity Your team gets notified with the context they need: what's happening, how many customers are affected, and how severe it is. Respond and update Fin in one place. Respond to affected customers directly, and create snippets so Fin delivers the right context to customers until the issue is resolved. MONITORS Measure and improve quality across AI and human support Monitors give you continuous visibility into every conversation's quality. Review 100% of conversations, define what good looks like, and catch issues before they become patterns. Request early access Automated review Review 100% of your support conversations, not just a sample. Define which conversations to prioritize by risk, volume, or channel, and Monitors surface them automatically. Custom scorecards Set your own quality criteria, including accuracy, tone, and policy adherence. Every conversation is graded against the same standard. Full AI + human coverage Evaluate both Fin and your human agents in one system, using the same scorecards, so you can improve quality across the board. PRODUCT IMPROVEMENTS Over 60 improvements to the helpdesk you use everyday The features you've been asking for and improvements you'll notice every day. Request early access Slack side conversations Collaborate in Slack without leaving the conversation. Start side conversations directly from the inbox to get input without switching tools. Delayed and undo send Add a short delay to every reply so you can review, edit, or cancel before it is sent. Edit notes Edit internal notes anytime. Fix mistakes or add context without deleting and rewriting. Explore the full list of improvements 20 UPDATES SHIPPED Inbox Composer drafts Translation quality feedback Side conversation notifications Edit sent notes Unassign unsnoozed conversations Auto-unassign when away SLA sorting (FRT, NRT, TTC, TTR) Skip away mode in Round Robin Company pop-over with ID, copy, and open Side conversations export Bulk edit admin statuses in Realtime Dashboard Delete user notes Channel indicators on conversations Search in Views Duplicate a View Inbox assignment limits Conversation events UI updates Slack side conversations Invite configuration for team inboxes Delay send / undo send 11 UPDATES SHIPPED Phone Call transfer to workflows Warm transfer to team CSAT for outbound calls Phone numbers for brands Recording consent (GDPR) Default outbound phone number Default outbound numbers for callbacks Quick reply stored on conversations Country-specific dial tones Enhanced call lifecycle and assignment visibility 11 new call metrics 10 UPDATES SHIPPED Data Foundations Data Connectors: pre-signed URLs Data Connectors: pre-configured OAuth providers Data Connectors: Execution Results API Data Connectors: health metrics Data Connectors: authentication improvements Data Connectors: action dependency observability Activity Log Event Types API Azure Blob Storage for conversation data export Shopify onboarding for new signups Public API v2.15 23 UPDATES SHIPPED And many more Split delete permissions (replies vs notes) Macros permissions (create, edit, delete) Inbox permissions (trigger data connectors, reassign when away) Teammate profile permissions (edit own, edit others) Conversation permissions (participants, merge, creation) BPO permission restrictions (GDPR visibility control) Select ticket state when converting Change ticket type after creation Require ticket attribute on close Track ticket state transitions in API Tickets Portal: restrict user visibility Push notification management per device Holiday office hours Attachments improvements (bulk upload, carousel, grid) AI titles in Messenger Email recipients status Native Discord integration with Fin Scheduled external reports (GA) Ticket time to resolve in office hours Workspace avatars Disable team mentions at workspace level New macro actions: re-open conversation & set ticket state Conversation auto deletion The helpdesk built for speed, stability and performance 87% Fewer issues reported by customers Over 2,500 issues resolved across the helpdesk. 6x Reduced inbox load times Switch between conversations up to 6x faster in the inbox. Load times reduced from nearly half a second to under 100 milliseconds. 2x Improving faster than ever We've doubled the number of product changes and deliver them 39% faster from idea to shipped. Learn about 2x COMING SOON Already in progress Copilot 2 A leap forward in the technology and capabilities of Copilot, making teammates more effective and efficient. New mobile app A completely rebuilt mobile experience — for agents who need the helpdesk wherever they are. New channels New integrations are on the way, including Telegram and Microsoft Teams, so you can bring every conversation into one place and support customers faster. See the new helpdesk in action Start free trial View demo