Intercom Release Notes

](https://www.intercom.com/changes/en/159577-send-shopify-replacement-orders-to-a-new-address)

Mohamed avatar

Shared by Mohamed • October 07, 2026

Customers move, mistype addresses, or want a replacement delivered to work. Teammates can now type a new shipping address right in the Shopify replacement order form in the Inbox, and pick the state or province from Shopify's own list, so the order reaches the warehouse with an address it can ship to. Your customer gets Shopify's order confirmation for the new address, and every replacement is recorded in the Shopify app's Auditing events.

Learn more →

New

Inbox

[

](https://www.intercom.com/changes/en/159404-fill-in-the-blanks-when-you-use-a-macro)

Baraa avatar

Shared by Baraa • October 06, 2026

Many teams keep a separate text-expansion tool just to personalize their replies. Macros can now include fill-in fields instead. When a teammate picks a macro, a short form asks for the details, and only the finished reply lands in the composer, ready to review and send.

• Text, long text and choice fields, each optional or required
• Optional sections teammates switch on or off
• A live preview that updates as they type

Teammates can create macros with filed In Settings > Macros, the macro editor has an Insert field control. Or from the inbox, through Cmd+K > Create macro > Using a macro with fill-in fields

New

Inbox

[

](https://www.intercom.com/changes/en/158536-merge-duplicate-users-into-one-profile)

Adisa avatar

Shared by Adisa • September 28, 2026

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)

Learn more

New feature

Outbound Messaging

[

](https://www.intercom.com/changes/en/158487-choose-bigger-tooltips-that-are-easier-to-see-and-click)

Yahor avatar

Shared by Yahor • September 28, 2026

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.

Learn more here …

](https://www.intercom.com/changes/en/158136-build-the-metric-you-need-across-your-full-history)

Fábio avatar

Shared by Fábio • September 23, 2026

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.

Learn more

New feature

Phone

[

](https://www.intercom.com/changes/en/157743-see-why-an-outbound-call-didn-t-connect)

Mohib avatar

Shared by Mohib • September 21, 2026

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.

Learn more

Inbox

New

[

](https://www.intercom.com/changes/en/157398-apply-a-macro-when-creating-a-ticket)

Sergi avatar

Shared by Sergi • September 16, 2026

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.

Learn more

Messenger

Inbox

[

](https://www.intercom.com/changes/en/155086-read-and-copy-code-snippets-more-easily-in-conversations)

Rosie avatar

Shared by Rosie • September 15, 2026

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.

Learn More

New feature

Data Connectors

[

](https://www.intercom.com/changes/en/156987-connect-fin-to-your-tools-without-building-a-connector-from-scratch)

Tobias avatar

Shared by Tobias • September 11, 2026

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.

](https://www.intercom.com/changes/en/156211-track-data-connector-health-over-time)

Tobias avatar

Shared by Tobias • September 10, 2026

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.

Learn more