You can now:

• Bcc email addresses into email conversations, to aid internal communication and streamline workflows while ensuring privacy.
• See and control who is in the ‘To’, ‘Cc’ and ‘Bcc’ field of emails sent from the inbox.
• Put multiple people in each field.

Please note: Bcc’d addresses don’t count as conversation participants as they’re invisible to everyone else on the email, so won’t be included in any replies.

You can now track SLA performance across every ticket category including back-office and tracker tickets. Previously, SLA reports only covered customer tickets and conversations.
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You can also filter, segment and view SLA metrics by ticket type, giving you more control and clarity in your reporting.
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You can now sort your Inbox by any sortable Conversation or Ticket attribute — right alongside classic options like Last activity and Waiting since.
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The status and sort buttons are also now more compact for a better fit on smaller screens, and switching sort order is easier with the new sort direction button.

Generic statuses may not accurately reflect the real reasons teammates are away. Now you can create, rename, and archive away reasons to match your team’s real workflows, so everyone stays aligned.

You can also require teammates to select a reason whenever they go away, and set away reasons for a teammate automatically via API to keep your systems and support team in sync.
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Managing support just got easier with two new language options—Japanese and Italian. Your support teams can now use Intercom in their preferred language by changing it in their profile menu, helping them work with ease.

We just released a new version of the REST API 💻 .

• You can now create and manage custom object instances directly via the API.
• Need to delete a conversation or delete a ticket? There are now endpoints for both.
• With tickets, you can use the API to link a ticket to another ticket when it's created, and can use a new flag to skip notifying customers — great for if you are running large imports.

Learn more about all the updates in the Changelog.
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➡️ Get started using API v2.13.
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AI Inbox Translation means that your support team can now chat to all your customers, no matter what language they speak. It works automatically, directly in the conversation.
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Beta now available in your workspace.

You no longer need to duplicate your Workflows for every language you support. Multilingual Workflows instantly translate your chat messages and reply buttons into your customer's language.

We've redesigned Fin's navigation around four key areas — Analyze, Train, Test, and Deploy—making it easier to set up, monitor, and optimize your AI Agent.

This update improves how key sections of Fin are organized—without changing any of Fin’s functionality or settings. Everything you rely on is still here, just in a clearer, more intuitive layout.

Fine-tuning how Fin communicates is now easier than ever. With the latest updates to Fin Guidance, you can ensure every response aligns with your brand, support policies, and customer expectations—without complex setup or training.

What’s new:

✅ Faster setup – Get started instantly with ready-to-use templates.

✅ Smarter suggestions – AI-powered writing recommendations help you refine guidance.

✅ Deeper insights – New performance metrics show how guidance impacts responses.

✅ Effortless management – Easily enable or disable guidance with one click.

These updates give you more control over Fin’s behavior, so you can shape every interaction with precision. Head to Fin Guidance in your workspace to explore the latest improvements.
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