Email support still dominates for a lot of customer service teams. It’s an essential channel but email conversations lead to slower resolutions for customers and increased workloads for teammates when compared with synchronous channels like Live Chat. With our latest update to Fin AI Agent, customers can now get instant responses to their emails, right to their inbox.

Resolve more conversations, spend less time answering emails, and increase customer satisfaction by providing your email customers with instant resolutions with Fin AI Agent. The seamless AI Agent-to-teammate handover will ensure that only more complex issues reach your agents.

• You can now offer your customers the option to request a callback when your team is busy or out of the office.
• Customers can keep their place in the call queue without the need to stay on hold.
• Callbacks can be enabled directly in your IVR workflow.

This latest update is all about enhancing how you visualize and interpret your data.

• Heatmaps: Easily identify patterns and anomalies, and spot trends quickly with our color-coded heatmaps.

• Bar Charts: Quickly compare data points and visualize trends with our clear, easy-to-read bar charts.

Ready to explore these new features today? They are now available in your Custom Reports Chart Builder.

Tell us what you think & help us further improve our reporting features – access the survey link directly within the feature.

Introducing a new method to quickly get started with Intercom Messenger.

You can now install the Messenger on your website using our official NPM package which integrates with all common Javascript web frameworks, reducing your overall setup time. ✨
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View more information on the Developer Hub.

The “Triage customers before Fin” template makes it easier than ever to enable Fin to answer a customer's question while ensuring more complex queries—such as filing bug reports or requesting new features—get turned into a ticket for your team to action before Fin steps in.

How to get started

Start by creating a new workflow, and select the new template:

Click on "Use this template":

Your template will open in the Workflow builder where you can make any desired adjustments before setting Fin live.

We've just released a small improvement to Tags in Workflows.

You can now use Conversation tag in the Audience Rule and Branches of Workflows. 💬

We've also added the Remove person tag action.

The latest version of the Intercom API is live! Here's whats new:

• Enable data attributes to be updated through the Messenger with this flag
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• Access metadata about your AI Agent's performance, including sources used, ratings, resolution state and more
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• Define your own created timestamps for creating and replying to conversations

👉 Try out the API from the docs or Postman collection.

The Messenger home screen will now show conversations and tickets that were recently closed (up to 7 days ago).

This makes it easier for your customers to find all their recent conversations and tickets, and respond if a message is triggered after a conversation has been closed - such as when a CSAT survey is sent.

The release is aimed at helping you boost your CSAT response rate while improving the Messenger customer experience.

No action is required as the change will roll out automatically.

You now have more control over when and where Office Hours and Reply Times are displayed in the Messenger.

In addition to your existing option - displaying general office hours to customers before a conversation is assigned and team-specific times once a conversation is assigned, you can also now:

• Only show office hour and reply times after a conversation has been assigned to a team
• Hide office hours and reply times entirely

These additional options give you greater flexibility to display the right expectations across teams and ensure accuracy when communicating with your customers in the Messenger.

We have also made it easier for you to configure your office hours and reply times. We consolidated the UI to make sure it is easy to understand.

This is now available on Web, iOS (v16.5.0) and Android (v15.6.0).

Our API has received a glow-up ✨ The AI Agent conversation metadata is now available over the API, meaning that you can report on the performance of your AI Agent on your external tools of choice.

What data is included?

• Source that triggered the AI Agent
• Last answer type (AI Answer or Custom Answer)
• Resolution state
• AI Agent conversation rating and remarks
• Content sources used in the conversation (title, type, URL, and language)

View more information on the Developer Hub changelog.