What's new, what's coming.

Inbound message handling in Intercom

Customer messages now go straight into Fin with tags applied, and origin details follow as a separate note, so Fin correctly detects the customer's language and internal context is never surfaced in chat.

Google Play star rating rules

Per-star-rating rules for Google Play Store reviews

• Choose relayed review scores
• Every rating is relayed unless you choose otherwise

Google Business Reviews

New reviews on your Google Business Profile listings flow into Intercom alongside the rest of your channels.

• Add business profiles from your Google Business Profile account
• Choose which reviews are relayed into your Intercom account by star rating
• Reply to Google Business Profile reviews directly from Intercom

Relaying bot and workflow responses

A new per-channel setting lets Intercom replies written by an Operator bot or workflow go back out to the social platform.

• Canned greetings and triage routing can now reach the customer
• Off by default
• Independent of the existing Fin AI setting

Quota top-ups

It is now possible to increase your message quota with top-ups.

• Buy bundles of extra messages on demand
• redit pooled across the whole workspace
• Oldest-expiry credit used first
• Alerts when credit runs out or is close to expiring

Your own X credentials

You can now add and manage your own X support providers.

• Add and update X providers from channel settings
• Credentials verified against X before they are saved
• No need to ask us to provision them

Message figures split out in analytics

Analytics now reports raw traffic, billable messages, and review invitations separately.

• Billable messages shown apart from total traffic
• Review invitations counted separately
• Messages split for platform limits no longer inflate your usage
• Historical figures backfilled

Origin channel visible in Intercom

Intercom contacts and conversations now record which channel the consumer originally contacted.

• New attribute on contacts and conversations
• Usable in Intercom views, rules, and reporting

Trustpilot Review Reference IDs

Trustpilot service and product reviews now relay the review's reference ID.

• Reference ID included on relayed reviews
• Easier to match a ticket back to the review in Trustpilot

Two-week review sync window for Apple App Store and Google Play Store

Apple App Store and Google Play now relay reviews from the last two weeks rather than the last day.

• Window increased from one day to two weeks
• Recent reviews picked up when a channel is first connected

Attachment-heavy replies

Replies carrying more than ten attachments now relay successfully

• Attachments split into batches of ten
• Message body sent with the first reply
• Every reply recorded against the ticket

Apple App Store reviews go live

App Store reviews now relay into Intercom, with replies posted back as your official developer response.

• Connect an app by uploading an App Store Connect private key (.p8 file) and customer reviews relay into Intercom as conversations.
• Conversations are tagged with the review's star rating.
• Replies from Intercom publish back to the App Store as your developer response, and later replies update the existing response.

Trustpilot review automation and a new analytics page

Review requests now match the context of each conversation, and a single analytics view brings every channel together.

• Trustpilot review templates: trigger a different Trustpilot invitation template depending on the Intercom CSAT score, so the review request matches the context.
• Trustpilot inbound filter: specify which reviews flow into Intercom for your team to interact with.
• Enhanced custom field mappings: more conversation field options, so incoming messages can carry extra context (for example, attaching a Trustpilot reference directly to the conversation).
• New analytics page: a single view of all your channels, inbound and outbound metrics, and ticket stats.
• Enhanced onboarding flow: a more guided experience when adding a new channel.
• Verified user flag: when a contact is created, we now flag whether they are verified on X or Instagram, including the verification type (for example, business).

Create contacts as leads

A new setting lets you choose whether new contacts are created as leads or users in your helpdesk.

Richer custom attributes

Custom attributes now carry descriptions and labels, so everyone on the team knows what each one is for.

Per-channel plans and a new billing tab

Pricing is now built around channels, each with its own tiers and volume discounts.

• Upgrade or downgrade each channel independently, with volume discounts applied automatically.
• A new billing tab gives a clearer view of your subscription, channels, and usage.
• The purchase page now warns you about per-channel limits before you check out.

Trustpilot product reviews go live

Product reviews now relay as a distinct conversation tag, so reporting can split product from service reviews.

AI reply guardrails

AI-generated replies in Intercom are no longer relayed by default. New per-channel setting controls the behaviour.

• New setting: allow_ai_responses (default false).
• Audit log entries for every blocked AI reply.
• Workspace-level kill switch in admin settings.

Free trial and unified subscription management

Try the platform for free, and manage your whole subscription from a single flow.

• Free trial on entry plans with up to 3 channels, no payment card required.
• One place to manage everything: upgrades apply immediately, downgrades are scheduled for your next billing period.

Self-service billing arrives

Full self-service billing with checkout, plan management, and add-on channels, plus new Trustpilot review tooling.

• Stripe checkout with plan management and add-on channels.
• Usage alerts at 50%, 75%, and 90% of your monthly message quota.
• Cancel, resume, upgrade, or downgrade your subscription at any time.
• Configure Trustpilot review invitations per account from a dedicated settings screen.
• Conversations are tagged automatically when Trustpilot reviews arrive.

Custom attributes and Google Play star ratings

Carry your own data on every conversation, and see star ratings on relayed Google Play reviews.

• Custom attributes for your ticket platforms, configurable from the settings page.
• Google Play reviews now display their star rating.

More context on relayed conversations

Relayed messages now arrive with the context your team needs to reply well.

• Facebook and Instagram comments include the original post they were left on.
• Instagram story replies include the story context.
• X (Twitter) videos and GIFs are now relayed.

Conversations re-open automatically

When a customer replies to a closed conversation, it now re-opens automatically so nothing slips through.

Image relay delay timer

A new configurable delay timer for image relay keeps multi-part messages arriving in the right order.

Dedicated settings for every channel

Facebook, Instagram, Google Play, and X each get their own settings card within a unified settings experience.

Relay pause and quote tweet options

More control over how and when your messages relay.

• Pause the entire relay system from your account settings.
• New quote tweet configuration option for X.

Attachments on relayed posts

Posts relayed into your helpdesk now include their attachments.

Instagram goes live

Full Instagram support: direct messages and comments relayed straight into your helpdesk.

Team invites and a new settings page

Bring your whole team on board and configure your integrations in one place.

• Invite teammates to your workspace with controlled access.
• New settings page for configuring your integrations.

X (Twitter) integration

X joins the channel line-up, alongside a refreshed look for every platform card.

• Full X integration: direct messages, posts, and account management.
• Redesigned platform cards with improved mobile layout.

Launch

Intercom, Facebook Pages, and Google Play integrations with a unified support dashboard. Hello world.