Average Adjusted Handling Time (AAHT) measures the time a teammate is actively handling a conversation, the clock runs from when they first open it, pauses whenever they switch to other work, and resumes when they come back. Each conversation's handling time now reflects time actually spent on that conversation.

• Pause on conversation switch: the clock stops when a teammate switches to a different conversation and resumes when they return.
• Optional pause on teammate away: Admins can also pause AAHT when a teammate is automatically set to away due to inactivity. This uses an inactivity toggle in Settings.
• Public API for handling events: A new endpoint that returns the underlying pause/resume events for a conversation along with pause reasons.

Our redesigned Data Connector experience brings together everything you need (setup, security, monitoring, versioning, APIs), so you can successfully configure data connectors.

• New configuration flow — The redesigned configuration experience simplifies API setup, data transformation, Fin configuration, and security controls, so you can reliably deliver the right data to Helpdesk and Fin.
• Security enhancements — Ensure every data connector is built secure by default. Your platform-wide authentication rules are applied by default, and potential security risks are surfaced clearly alongside practical recommendations on how to manage them.
• Reporting — Evaluate the impact and health of each data connector. A dedicated dashboard outlines usage, success rate, latency (Intercom vs. external), error types, and more. Monitor trends over time and dive into detailed execution logs to pinpoint opportunities for improvement.
• Versioning — Iterate on your data connectors without breaking workflows. Every change is captured, giving you visibility into when the change happened, who made the change, and why. If an update has unintended consequences, you can roll back in moments.
• Public APIs — Use the new Configuration API to manage data connectors programmatically, so you can rapidly implement changes. Or use the new Results API to pull detailed execution data, so you can build your own dashboards, integrate with your alerting systems, and more.

Admins can now choose a date range when exporting macro usage data — no more being limited to the last 30 days. Pick a preset like "Past 6 months" or select a custom date range to get exactly the data you need for quarterly reviews, adoption analysis, or historical comparisons.

• Choose from presets: Today, Past week, Past 4 weeks, Past 12 weeks, Past 6 months, and more
• Select a custom date range with the calendar picker — dates beyond 6 months are automatically disabled
• Exported CSV is emailed to you, just like before — now with your chosen date range as column headers

You can now track every change to your Fin Guidance rules with built-in version history. See who changed what and when, add notes to explain why, and restore a previous version if something goes wrong — all without leaving the Guidance editor.

Guidance version history now includes:

• Full version timeline showing each published version with author, timestamp, and live/paused status
• Version notes to document what changed and why, prompted when saving or enabling
• Rollback with one click restore to load any previous version into the editor for review before saving

Channel and audience snapshots are preserved with each version so you can see the full context of past configurations.

You can now select a proxy region you want to use for syncing your website content into Fin.

We support 6 rotating proxies (US, Germany, France, UK, Czechia and Hungary) as well as 3 static proxies (US, EU & Australia).

Teammates can now zoom into customer-shared screenshots, receipts, and product photos directly in the conversation lightbox. Click to zoom in at 2x, pinch or scroll to zoom up to 5x, and drag to pan around the image. No more squinting at fine details or downloading images to inspect them.

Macros just got more powerful with two new actions.

• Open conversation lets you reliably reopen closed or snoozed conversations from a macro — no more workarounds when reassigning to the same team.
• Set ticket state lets you transition a linked ticket to any custom state as part of a macro, making it easy to standardize ticket workflows across your team. Both actions are available in the macro builder today.

Teammates can now choose the initial ticket state when converting a conversation to a ticket — no more creating in "Submitted" and then switching states manually. Pick the right state up front so tickets land exactly where they belong in your workflow from the start.

• Choose any available ticket state directly in the convert-to-ticket panel
• State options update automatically when you switch ticket types
• Also available via the public API for automated workflows

Your outbound calls now feed into CSAT — not just inbound.

When a teammate ends an outbound call, the customer hears a spoken prompt asking for a 1–5 rating, mirroring the experience you already have for inbound. Ratings flow straight into your existing CSAT reports, so you get a complete picture of call quality across every interaction.

Fin now runs inbound sales conversations end to end, allowing your reps to focus on the highest quality opportunities.

Fin can:

• Engage proactively when visitor intent is highest
• Guide discovery by answering product questions clearly and accurately
• Qualify leads intelligently and surface the strongest opportunities
• Move deals forward by booking meetings or connecting prospects to your team

Fin moves between selling and supporting based on the conversation, giving customers a unified experience without handoffs or repeated context.