Introducing the Knowledge Hub: a modern, centralized knowledge management system that makes it easy to manage, optimize, and configure all of the content that powers human agents, AI Agents, and self-serve support.

​Inside the Knowledge Hub you can:

• Get complete oversight of every piece of support content powering Fin AI Agent, Fin AI Copilot and your help center.
• Sync or import your internal support content from external platforms such as Guru, Confluence and Notion in minutes.
• Create and publish articles; for your public help center and AI Agent, and internal articles which are only visible to employees and AI Copilot.
• Organise your support content into folders for ease of management.
• Configure exactly which content can be used by Fin AI Agent and Fin AI Copilot to generate answers.
• Use bulk actions to configure content for AI or your help center at scale, or as you publish new content.

Any customers using the content hub of Fin AI Agent to manage and configure content will have this information automatically transferred over to the Knowledge Hub.
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All customers now have access to Knowledge Hub regardless of the plan they are on!

All customers now have access to Fin over Email regardless of the plan they are on!

With our latest update to Fin AI Agent, customers can now get instant responses to their emails, right to their inbox.

Resolve more conversations, spend less time answering emails, and increase customer satisfaction by providing your email customers with instant resolutions with Fin AI Agent. The seamless AI Agent-to-teammate handover will ensure that only more complex issues reach your agents.

As teammates now work alongside Fin AI Agent and Chatbots, measuring customer satisfaction across all forms of support is increasingly important.

With this update, you can collect and report on CSAT ratings for your Chatbots (Workflows), just as you can for your teammates and Fin AI Agent.

Collecting CSAT ratings for Chatbots will give you a comprehensive view of customer satisfaction, enabling you to track changes over time and pinpoint areas for improvement.

With Fin AI Agent, you are now able to choose to collect more information when a customer asks to speak to the team.

When collecting more information Fin may also provide an additional answer—increasing the likelihood of a self-serve resolution. The extra information will also provide more context when the conversation is handed off to a teammate—improving agent efficiency and effectiveness.

Insider knowledge 🔍 Before launch we tested this feature extensively—observing an increase in answer rate, confirmed resolutions, and CSAT.

We have made two new improvements to Custom Answers.

We have introduced a new answer ending type to Custom Answers — “End answer”, which allows you to simply end the Custom Answer, rather than passing the conversation to a teammate, creating a ticket or ending the conversation.

With this, you can:

• Seamlessly transition from a Custom Answer to an AI Answer (or another Custom Answer) if your customer has another question
• Add a reusable bot to the end Custom Answer, without having to use one of the existing Custom Answer ending options

Custom Answers are a great way of guiding your customers through troubleshooting. With this new improvement, you can enable Fin to do more complex troubleshooting for specific topics or issues.

We have also improved the matching system behind Custom Answers, meaning that Custom Answers only get triggered when needed. This has improved the precision of Custom Answers whilst increasing Fin’s AI Answer rate, resulting in a proved increase in the overall Resolution Rate for all customers using Custom Answers as a standalone or alongside AI Answers.

We have introduced two new improvements to language detection for our automation products – Fin AI and Workflows.

1. Fin can automatically detect the language your customers are speaking in to ensure they receive support in their desired language. Learn more
2. We’ve introduced a new no-code language override functionality that allows you to determine what language a specific customer should be spoken to in. Learn more

These improvements ensure your customers receive a consistent end-to-end support experience in the correct language.

Email support still dominates for a lot of customer service teams. It’s an essential channel but email conversations lead to slower resolutions for customers and increased workloads for teammates when compared with synchronous channels like Live Chat. With our latest update to Fin AI Agent, customers can now get instant responses to their emails, right to their inbox.

Resolve more conversations, spend less time answering emails, and increase customer satisfaction by providing your email customers with instant resolutions with Fin AI Agent. The seamless AI Agent-to-teammate handover will ensure that only more complex issues reach your agents.

• You can now offer your customers the option to request a callback when your team is busy or out of the office.
• Customers can keep their place in the call queue without the need to stay on hold.
• Callbacks can be enabled directly in your IVR workflow.

This latest update is all about enhancing how you visualize and interpret your data.

• Heatmaps: Easily identify patterns and anomalies, and spot trends quickly with our color-coded heatmaps.

• Bar Charts: Quickly compare data points and visualize trends with our clear, easy-to-read bar charts.

Ready to explore these new features today? They are now available in your Custom Reports Chart Builder.

Tell us what you think & help us further improve our reporting features – access the survey link directly within the feature.

Introducing a new method to quickly get started with Intercom Messenger.

You can now install the Messenger on your website using our official NPM package which integrates with all common Javascript web frameworks, reducing your overall setup time. ✨
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View more information on the Developer Hub.