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.

Create and manage multiple Help Centers for your various brands from a single workspace, eliminating the need to use multiple workspaces.

With Multi Help Center, you can:

🎨 Create a seamless brand experience:

You can customise each Help Center to match the unique identity of each of your brands, enhancing customer engagement and brand recognition.

🗂️ Streamline content management:

Quickly share an article across multiple Help Centers and collections, helping you save time and effort duplicating content for each Help Center.

💬 Link Help Centers with Messenger brands:

Link your Messenger brand styles with dedicated Help Center content. Each messenger brand can provide Article suggestions from the linked Help Center.

Customize the left sidebar in your inbox in a way that works for you:

• Create custom folders to group different teams, teammates and views together.
• Reorder folders to monitor what's most important right up top.
• Pin and unpin folders to keep your sidebar focused.

Reduce duplicate conversations with updates that help you manage external participants and conversation history for emails.

Managing external participant replies

All new replies created (even from external participants like bcc'ed users) will be added to the same conversation thread.

Additionally, when external participants reply, teammates can add them as participants or ignore them thereby not changing the overall list of participants associated with a conversation.

When teammates have added someone as a participant, the reply will continue being tagged with an option to edit participants.
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Manage conversation history

Admins now have the ability to manage conversation history by visiting Settings > Email > Other settings > Remove conversation history from message threads.

When this setting is ON:

• Teammates will not be able to see conversation history in the composer.
• End users will not see historical context that gets added to the reply.

When this setting is OFF:

• Teammates will be able to see conversation history in the composer. They can delete the history for every reply they draft and send.
• End users will also be able to see the historical context of a teammate's reply, which will depend on whether the teammate has chosen to retain or delete it.

It’s easier than ever to stay ahead of your Fin spend with usage limits. Once a pre-defined resolution limit is reached Fin’s AI answers will be automatically disabled and your team will be notified in-app.

When this limit is reached Fin will follow your pre-defined handover preferences and, importantly, any Custom Answers for Fin will continue to work as normal.

This update complements our existing Fin usage notifications feature—released in June—which can be used alongside hard limits to trigger email notifications when limits are reached.