IntroducingIntercom 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.
Over 60 improvements across the helpdesk
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.
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.
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.
Over 60 improvements to the helpdesk you use everyday
The features you've been asking for and improvements you'll notice every day.
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
Fewer issues reported by customers
Over 2,500 issues resolved across the helpdesk.
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.
Improving faster than ever
We've doubled the number of product changes and deliver them 39% faster from idea to shipped. Learn about 2x
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.
FAQs
Intercom 2 is a major update to Intercom, the helpdesk built by Fin, with over 60 improvements across the product. It brings AI and human support together in one helpdesk, adding workforce management, real-time issue detection, and quality monitors, alongside a natively integrated AI Agent, omnichannel inbox, AI-powered ticketing, and Copilot for agents.
Fin and Intercom are built together, so Fin and your human team work from the same customer record. Handoffs have full context, no one switches between tools, and every customer gets a consistent, seamless experience whether they're helped by Fin or a human agent.
Workforce management lets you forecast, schedule, and track performance for a team of AI and humans in one place. It includes Fin's volume and resolutions in your forecasts, so you can plan with a complete view of demand, build agent schedules, and track live performance. See how this connects to reporting and analytics.
Monitors review 100% of your conversations, not just a sample, scoring every AI and human conversation against your own custom standards, with instant alerts the moment quality drops. You evaluate Fin and your human agents in one system using the same scorecards, so you can improve quality across the board.
Intercom's AI analyzes every conversation to detect emerging issues as they form, automatically groups related conversations into a single issue, and notifies your team with context on what's happening, how many customers are affected, and how severe it is, so customers get the right answer even mid-incident.
Intercom brings every conversation across email, chat, phone, WhatsApp, and social apps into one inbox, so your team works from one place and every customer gets a consistent experience. New channels, including Telegram and Microsoft Teams, are on the way.
Start a free trial to set up Intercom in minutes, or view a demo to see the new helpdesk in action. For plan details, see Intercom pricing.
