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.

PDF uploads are a new file content source that can now be consumed by Fin to improve answer quality and coverage. 🎉

With Fin PDF Uploads:

• Use text content from existing PDF files in your Fin answers in a matter of minutes.
• Keep the file private - your customers will not see any references to the file in the Messenger when the content is used in an answer.

Achieve greater brand alignment in your Help Center with these 2 new features:

• Custom background color: Go dark or any shade you like by picking any color for your Help Center background. All pages will adapt to the background color, with guaranteed element visibility and text readability.
• Custom SVG icons for collections: You can now upload SVG format icons for your collections, which offer greater customization compared to PNG or JPG icons.

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

You can now export all of your customer conversations data to Amazon S3 with Data Export.

You'll be able to:

• Export all your conversations to Amazon S3 in JSON or JSON Lines format.
• Schedule further data updates on an hourly or daily basis (with the ability to skip empty exports).
• Simplify your data management process.

Hey there,

Snippets, a new content source specifically created for Fin to improve answer quality and coverage, allows you to quickly add content to Fin that might not be publicly available on your Help Center such as:

• Internal notes or content available in internal knowledge bases
• FAQs from the website
• Bug or issue details

To help you control your Fin spend, you can set up a reminder and get notified when your workspace exceeds a certain number of resolutions.

Note: Setting and receiving this reminder will not stop Fin from working. You can take proactive measures such as turning Fin off entirely or selectively enabling it for a subset of your customer support queries. Learn more about Fin customisation.

If you decide not to take any action, rest assured that Fin will continue to operate as usual.

Create a more personalized Help Center using custom fonts. Choose from a collection of 15 custom fonts which include:

• Bitter
• Inter Lato
• Lora
• Montserrat
• Open Sans
• Oswald
• Playfair Display
• Poppins
• Noto Sans
• Noto Serif
• Raleway
• Roboto
• Roboto Mono
• Roboto Slab

NOTE: We have also updated the default font in the Help Center from 'Proxima Nova' to 'System Default' fonts. For a font similar to Proxima Nova choose Montserrat or Open Sans.

Outbound has been updated. 🎉

We have exciting new changes to Outbound that makes it easier to find and manage your messages. Here are some of the highlights:

• New Navigation - An easier Outbound content navigation with improved search and filtering
• Outbound Views - A quick and easy way to save your most used filters and columns as a personalized view
• News Items - News Items has moved into Outbound and now in the “All content types” dropdown menu

AI is fundamentally changing the customer service industry—so we asked 1,000+ global support professionals how they’re making the most of this once-in-a-generation shift.

In this report, see the top 5 ways AI is transforming customer service, plus actionable tips and strategies to help your support team adapt to these exciting innovations. You’ll discover: 👇

• What support leaders are thinking about new AI opportunities—and how they plan to adapt
• How to use AI to boost support team efficiency and build a better customer experience
• Tips for preparing your support team to work with AI

Introducing 2 new features to make your Help Center homepage more personalized for end-users:

• Handpicked featured articles: now you have the flexibility to handpick specific articles to showcase on the Help Center home page. This enables your team to highlight the most relevant and important content.
• Personalized welcome message: greet each user with a unique welcome message using attributes like first name and country. This adds a personal touch that makes users feel valued and attended to.
• [Updated] Custom Fonts: You can now also choose from a collection of 15 custom fonts for your Help Center. More info here.

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