New at Intercom
Beta
New feature
Fin

Create Guidance to improve Fin’s responses

Zoe avatar
Shared by Zoe • February 04, 2025

Fin Guidance lets you customize Fin’s responses to match your support policies and communication style. When Fin sends a message to your customer, it will take the guidance you’ve created into account.

Here are some ways you can guide Fin’s behavior:

  1. ✨ Ensure consistency in tone and language. Example: “Always answer in British English.”
  2. 🔍 Help Fin ask the right follow-up questions. Example: “If a user reports an error, always clarify if they are on iOS or Android—never assume.”
  3. 📢 Define when Fin should handover to a human agent. Example: “If a user asks about canceling their plan, escalate the conversation to a human.”

With Fin Guidance, you can fine-tune responses to improve accuracy, enhance customer experience, and streamline escalations.

Learn more about Fin Guidance in this help article and try it out today! 🚀

Tickets
Support
Feature update

Subject line in back office ticket emails and chats

Kim avatar
Shared by Kim • February 03, 2025

Customer conversations now include a subject line when linked to a back office ticket. By default, this subject matches the ticket title, but teammates can edit it before sending an email or chat. Adding a subject line aims to improve deliverability and increase the likelihood of your messages being read.

Reporting

Introducing a new reporting experience 📊

Francesca avatar
Shared by Francesca • January 31, 2025

Hi there,

12 new pre-built reports, highly customizable charts, deeper root-cause analysis and more. Get actionable support insights faster with our new and improved reporting capabilities.

Build powerful reports in minutes
Choose from 12 new pre-built templates or start from scratch. Drag, drop, resize, and apply filters to focus on what matters most—like response times, customer satisfaction, or team performance.

See the details behind your data
Understand the “why” behind your metrics and reveal the trends behind your data with advanced filtering options, transparent metrics and new chart drill-in tools.

Keep stakeholders informed
Instantly export your data to CSV for further analysis or share reports with your leadership team to help make informed decisions, faster.

Control access and stay organized
Use new folders and access controls to keep your reports organized, share new insights with your teams, and manage access to sensitive data.

👉 Check out all new reporting improvements here.

New feature
Support
Inbox

Conditional attributes are now available for conversations 🎉

Sze avatar
Shared by Sze • January 31, 2025

You can now conditionally show specific attributes and attribute options based on the value of a previous attribute.

This new capability improves data collection accuracy and creates a smoother experience for your teammates in the Inbox. For instance, if a teammate picks “Complaint” as the Category of the conversation, you can automatically display only attributes relevant to the Complaint category.

New
Messenger

Special Notice now available in all languages

Eve avatar
Shared by Eve • January 27, 2025

Special notices just got a major upgrade.

Based on your feedback, we’ve introduced the ability to set and display special notices in multiple languages.

It also now supports text styling and hyperlinks for more personalization.

New
Messenger

Display your privacy policy in the Messenger

Eve avatar
Shared by Eve • January 27, 2025

You can now display your company’s privacy policy at the start of each conversation, so your customers can easily access your data processing and protection policies.

The privacy policy notice supports multiple languages, text styling and hyperlinks for improved clarity and engagement.

New
Messenger

New UI for Fin answers and handover to teammates in the Messenger

Eve avatar
Shared by Eve • January 27, 2025

We’ve introduced key changes to the Fin AI Agent experience in your Messenger.

  • New answer card design: Fin AI Agent replies are easier to read thanks to improved formatting.
  • Expandable Messenger: Customers can now expand the width of the Messenger, eliminating the need to scroll to view all of Fin’s answer.
  • Improved handovers: We’ve made it easier to understand who is currently handling the conversation and whether it's been handed over from Fin AI Agent to teammate.
New feature
Tickets
Support

Filter by Ticket state in the Inbox 📥

Sze avatar
Shared by Sze • January 17, 2025

Teammates can now filter tickets in their Inbox by ticket state category, so that they can get a quick overview of tasks in different stages of the process.

👉 To turn this feature on for your teammates, click here.

Phone
Product update
Support

Phone: New International Phone Numbers

Peter avatar
Shared by Peter • January 07, 2025

We’re expanding your reach! Regional phone numbers are now available in 15 new countries, including:

Mexico, Italy, Chile, Argentina, Poland, Czech Republic, Hungary, South Korea, Bulgaria, Puerto Rico, Colombia, Greece, Japan, Peru, and Romania.

Check out the full list of all supported local numbers here.

Phone
Product update
Support

Phone: New Ways to Manage and Improve Your Calls

Peter avatar
Shared by Peter • January 07, 2025

We’ve introduced new tools to give teammates and managers greater control and flexibility over phone conversations:

  • 3-Way Calls: Add teammates or external numbers for quick collaboration.
  • Warm Transfers: Share context before transferring calls for a smooth handoff. Find out more here.
  • Call Listening: Managers can monitor live calls to provide real-time support. Find out more here.
  • Call Blocking: Block spam with a custom blocked numbers list.
  • Manual Call Assignment: Take calls from the queue before they’re auto-assigned.