Intercom Adds Slack Side Conversations and Message Undo in Intercom 2 Rollout.

Intercom has rolled out Intercom 2, a major update to its customer support platform that includes more than 60 improvements across inbox management, automation, and team workflows.

The release centers on two standout features designed to address common pain points for support teams: the ability to run side conversations directly in Slack, and controls that let agents delay or undo messages before they reach customers.

The new Slack side conversations feature allows support agents to loop in colleagues from other departments without forcing them to switch tools. When an agent needs input from engineering, product, or another team, they can now initiate a threaded conversation in Slack while maintaining context within the Intercom inbox.

This addresses a persistent workflow challenge: support teams often need expertise from colleagues who don't actively use the support platform. Previously, this meant copying context into Slack manually, then transferring responses back to the customer conversation. The integration keeps all relevant discussion tied to the original ticket while letting specialists contribute from their preferred workspace.

The feature builds on Intercom's recent push to modernize support workflows with AI-first tooling and deeper integration capabilities.

The second highlighted feature gives agents the ability to delay outbound messages or retract them entirely before delivery. Support teams can now catch typos, incorrect information, or messages sent to the wrong customer thread before they become customer-facing problems.

This is particularly valuable in high-volume support environments where speed and accuracy must coexist. Agents can queue a response, review it one final time, and either let it send or pull it back if something looks off.

The Intercom 2 release also includes:

• Enhanced inbox views and filtering
• Workflow automation improvements
• Updated reporting and analytics tools
• Performance optimizations across the platform

Intercom has not provided a detailed breakdown of all 60 updates, but the company emphasized that the release reflects feedback from support teams managing increasingly complex customer interactions. The updates span both front-line agent tools and backend management capabilities for support leaders.

The announcement follows Intercom's broader strategy shift toward AI-augmented support. Earlier this year, the company introduced Fin for Sales, expanding its AI agent capabilities beyond traditional support use cases. The company has also launched real-time issue detection and AI agent building tools in recent months.

Intercom 2 is available now to all customers. The company has not disclosed whether any features are gated by pricing tier or require additional configuration.