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Changes / Intercom
IntercomRelease

Phone calls route to teammates by skill

Inbound Intercom phone calls now ring the teammate with the matching skill first, reusing the skills already used to route chats and emails.

Receipt
intercom.com
ObservedHigh confidencePublished 16 Oct 2026
Intercom — official changelog
https://www.intercom.com/changes/en/160521-route-phone-calls-to-the-right-teammate-by-skill ↗
Read it on intercom.com ↗

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As of 6 Nov 2026