Customize the design of collections in your Help Center to create a unique and distinct brand experience.

You can create a one-of-a-kind brand experience by:

• Choosing your favorite collection card templates to perfectly match your style.
• Customizing card styles and borders.
• Designing your collection card using icons and background images for that personal touch, or keep it minimalistic with a sleek image-free look.

👉 See the full list of what we shipped and what's coming next here.

Ever wondered, what if Fin could just learn from the conversations you're having with customers in the Inbox and then respond with similar answers in the future? Introducing: Conversation snippets for Fin beta!

It's easy:

1. Answer a question in the Inbox
2. Suggest the answer for Fin
3. Next time the question comes up, let Fin answer it

We've updated the "Let Fin answer' block in workflows to give you more control over it's behaviour and handover.

With this new block, you can:

• Create 'Fin-first' workflows
• Build more advanced handovers
• Tailor different Fin experiences for different workflows or branches
• Set specific auto-close behaviour for Fin
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Note: this new Fin block works independently from Fin profiles which will soon be deprecated. In the mean time, your Fin profiles and existing Fin blocks in workflows will continue to function normally. More info can be found here.

Fin is now streaming AI answers in the web Messenger!

This means customers don’t have to wait for the whole AI answer to generate before getting the support they need. Instead, Fin starts displaying a response the moment the first word comes in - reducing latency by 6 seconds on average!

What do you need to do? Absolutely nothing!

Fin's already on it 🫡

You can now direct conversations in workflows based on whether or not your team has the capacity to deal with them.

For example, if everyone within a team has a conversation assigned to them, you could direct Fin to automatically step in and help manage the workload.
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This can be applied as a filter on the workflow trigger or can be used in a branch to split conversations.

We're excited to announce some significant improvements to our Reporting Navigation, streamlining the process of finding and managing your reports. Here are the key enhancements:

• All Reports: We've unified all pre-built and custom reports into a single, comprehensive "All Reports" section for more straightforward navigation
• My Reports: Now offering a filtered view of reports exclusively created by the logged-in user
• My Favorites: This feature lets you save any pre-built or custom report as a favorite, allowing quick access from the favorites section in the side navigation
• New Workspace Folders: We've made it easier for customers to quickly access the most popular pre-built support reports directly from the side navigation
• Create New Report Quick Action: You can now access the "Create a new Custom report" button directly from the side navigation using the '+' symbol

Personalize your Help Center more by creating a unique style for individual collections.

For each collection, you'll be able to customize the icon colors, background colors, and utilize custom images to align your collections with your brand's identity.
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👉 See the full list of what we shipped and what's coming next here.

The new Fin Setup & preview page makes it easier for you to see Fin in action before you set it live to your users.

Now you can:

1. See which content sources Fin is using
2. Interact with the preview messenger and see how Fin answers questions with your support content

When you’re ready for Fin to start automatically answering customer questions — just create a Fin profile to set it live.

The new timezone setting for Custom Reports enables you to manage multiple distributed teams more effectively with the help of more precise reporting data.

This feature allows you to align your data with the actual working hours of each of your teams, no matter where they are in the world.

To use this feature, simply navigate to any of your Custom Reports and adjust the timezone settings as needed. For a more detailed guide on how to use this new feature, please visit our help centre.

When you migrate your articles to Intercom using our Zendesk migration tool – we'll now automatically create URL redirects from your previous URLs to your new Intercom articles.

This means your existing article links won't break, and your SEO score will stay intact.

For more information on how the migration process works visit this article.