The frozen record for July 2026. Anything Intercom has shipped since, plus the settings I'd change, lives in What's New in Intercom.
Intercom shipped 25 updates in July, and the changelog gives you all of them in one undifferentiated scroll with no sense of which ones change your day.
Routing releases decide who gets the conversation. They don't tell you how it went. Supportman posts every Intercom rating into Slack as it lands and scores the conversations nobody rates, so you can see CSAT by skill and channel after you change your setup.
Here's the full list, grouped by where it lands and dated, so you can scan the areas you own and skip the rest. Dates are as published on the Intercom changelog.
Fin
| Date | Release | What it does |
|---|---|---|
| Jul 8 | Salesforce integration | Template-based connector for Fin for Sales, no custom mapping |
| Jul 8 | Ecommerce revenue reporting | Revenue attribution for Fin on Shopify stores |
| Jul 9 | Zapier MCP Connector | Connect Zapier once, pick which actions Fin can execute |
| Jul 10 | Fin for Sales simulations | Bulk-test qualification playbooks before going live (open beta) |
| Jul 22 | Chili Piper booking | Fin books qualified meetings in-conversation, joining Calendly |
| Jul 24 | Wait for Webhook in Procedures | Fin pauses mid-Procedure for an external system, resumes on callback, escalates on timeout |
Wait for Webhook is the one with operational consequences. Everything else here widens Fin's reach; that one changes how long Fin can hold a conversation before a human sees it.
Inbox and routing
| Date | Release | What it does |
|---|---|---|
| Jul 8 | Side conversation translation | Auto-translates teammate-to-teammate messages |
| Jul 9 | Enhanced snooze | Snooze inside macros, bulk snooze, sort by return time |
| Jul 10 | Macro CSV export | Download macro content as text, Markdown or HTML |
| Jul 13 | Skill-based routing | Define skills; conversations only assign to teammates who hold them |
| Jul 16 | Per-channel assignment limits | Separate capacity for email and Messenger |
| Jul 17 | Wrap-up time for chat and email | Protected post-conversation time, previously phone only |
| Jul 17 | Per-teammate office hours | Individual schedules; reporting measures against the right hours |
| Jul 21 | Snooze reporting | Average snooze length and total time snoozed |
| Jul 27 | Ticket creation pre-fill | Carries title, description and matching attributes from the conversation |
| Jul 28 | Bulk actions across all search results | Acts on every match, not one page, processed in the background |
This is where the real work is. Four of these change how conversations reach people, which is why they get their own treatment in the current edition.
One to handle carefully: bulk actions across every search result. The ceiling on an accidental bulk-close went from one page to your entire matching set.
Phone and SMS
| Date | Release | What it does |
|---|---|---|
| Jul 8 | Away status persistence | Away and break status holds through a call |
| Jul 15 | Custom hold music | Upload your own audio for on-hold queues |
| Jul 17 | Phone reporting in Custom Reports | Answered, missed and abandoned call metrics |
| Jul 17 | Multiple SMS numbers | Send from country-specific numbers, replies route back by number |
| Jul 20 | Custom outbound caller ID | Verify and use your existing business numbers |
Abandoned call rate is the metric worth adding to a report here. If you run phone support without it, you're measuring the calls you answered and quietly ignoring the ones that hung up.
Channels and customer-facing
| Date | Release | What it does |
|---|---|---|
| Jul 16 | Customer Portal enhancements | Conversations view, visibility rules by contact attribute, full-content search |
| Jul 22 | Messenger voice transcription | Customers dictate; speech transcribed into the draft, editable before sending |
| Jul 23 | Modern Help Center | Persistent sidebar, instant page transitions, existing customisation preserved |
| Jul 28 | Telegram as a native channel | Full support for Fin, Workflows, files, voice notes, CSAT and ticket forms |
Which of these actually matter
Four, by my count: skill-based routing, per-channel assignment limits, wrap-up time for chat and email, and Wait for Webhook. Each one requires a decision from you, and each one silently keeps its default until you make it.
The rest either improve something you already do or add a surface you may not need. A new channel with no coverage plan is a liability, not a feature.
I've written up the settings I'd change and the numbers I'd start from in What's New in Intercom, which stays current as Intercom ships. For reading the CSAT that comes out the other side, see Intercom CSAT benchmarks.