You can now choose how Fin shows up when a customer starts a conversation.

Teammate or Bot conversation header

Decide whether to show bot expectations or match to teammates, when the conversation starts with Fin.

Customise the "start conversation" button

If bot expectations are set, customise the ‘Start conversation’ button from a list of text options.

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

You can now include any reusable workflow as part of a Custom Answer—making it faster than ever to build great automations.

Any change made to a workflow will update wherever that workflow is being used—reducing time spent managing automations.

To start use reusable workflows, navigate to “Create your answer” and select the “Pass to reusable workflow” option in the menu.

Learn more about reusable workflows here.

Have a load of complex email queries that come through, that you just want to start off as a ticket? Now you can!

We've added a setting that allows you to automatically convert all inbound emails into a customer ticket type of your choice.

For further personalisation, or to enable all conversations to be auto-converted into tickets, we've also built a new 'convert to ticket' action in Workflows. Just choose your trigger and rules, and select the ticket type you want to convert to.
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Now you can see any tickets and outbound conversations you’ve created quickly and easily in the left hand side bar. This will help you:

• Save time searching for items you’ve created, even when they’re assigned to someone else.
• Have greater visibility over tickets or conversations you started.
• Follow up on any conversations that might still need your attention.

Read more about how it works here.

We’ve redesigned our Team performance report to give you a more comprehensive and accurate understanding of performance for both individual teammates and your team's inboxes.

What’s new:

• Enhanced Teammate Metrics: Our updated Teammate Performance report offers a more precise view of each member's contributions, focusing on the most relevant data.
• New Team Inbox Report: Discover your team's efficiency in handling customer queries with insights on response times, issue resolution, and inbox management.
• Improved Data Filters: Dive deeper into your data with new filtering options and more attributes.

We’ve improved path linking with a direct way to connect paths within Workflows. 🙌

You can now easily connect a path to new path or an existing path, without needing to resort to reply buttons or branches.

AI conversation summaries just got a lot more effortless: You can now automatically post AI summaries to conversations using Workflows!

SLAs now work for both conversations and customer tickets!

We've also made a bunch of SLA improvements that will help you and your team hit response and resolution time targets:

• New resolution metrics: You can now track ‘time to resolve’ SLA metrics for tickets and ‘time to close’ SLA metrics for conversations and tickets.

• Pausing SLAs: SLAs can now be paused on two states, ‘snoozed’ and ‘waiting on customer’, for more accurate timers and reporting.

• Overriding SLAs: You can now override an existing SLA and replace it with a new one using workflows.

We've also improved the visibility of all these new metrics in the Inbox and SLAs reporting, including custom reports!
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Say goodbye to laboriously typing out your ticket title and description and let Fin AI autofill do it for you. When creating a new ticket, Fin will use the context of the conversation to populate the ticket information.

Get started by enabling this feature from Settings > Fin AI copilot. Want to learn more about Fin AI Copilot?

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Personalising your replies just got a lot easier with our shiny new Fin AI Compose updates:

• Adjust replies to your own tone of voice
• Translate replies into other languages
• Fix grammar & spelling mistakes

Ready to speed up your response times? Enable Fin AI compose from Settings > Fin AI copilot. Want to learn more about Fin AI Copilot?