Your multi-brand set-up just got a major upgrade: email.

You can now link each email address to a distinct brand and route all your email conversations to the right teammate.

Plus, assign logos and custom signatures per brand, ensuring every customer email reflects your unique brand identity.

How to set up multi-brand email

We’ve released improvements that simplify how you manage brands across Intercom—ensuring you deliver consistent, on-brand customer experiences.

You can now manage settings across multiple brands, product lines or companies from one dedicated workspace:

• Assign a unique logo
• Assign a default branded help center
• Assign a default email and custom signature

Note: If you’ve already created Messenger brands or styles, you’ll now see them represented under brand settings. Your current setup will continue to work, meaning no disruption to your customers.

How to set up multiple brands

Fin Guidance lets you customize Fin’s responses to match your support policies and communication style. When Fin sends a message to your customer, it will take the guidance you’ve created into account.

Here are some ways you can guide Fin’s behavior:

1. ✨ Ensure consistency in tone and language. Example: “Always answer in British English.”
2. 🔍 Help Fin ask the right follow-up questions. Example: “If a user reports an error, always clarify if they are on iOS or Android—never assume.”
3. 📢 Define when Fin should handover to a human agent. Example: “If a user asks about canceling their plan, escalate the conversation to a human.”

With Fin Guidance, you can fine-tune responses to improve accuracy, enhance customer experience, and streamline escalations.

Learn more about Fin Guidance in this help article and try it out today! 🚀

Customer conversations now include a subject line when linked to a back office ticket. By default, this subject matches the ticket title, but teammates can edit it before sending an email or chat. Adding a subject line aims to improve deliverability and increase the likelihood of your messages being read.

12 new pre-built reports, highly customizable charts, deeper root-cause analysis and more. Get actionable support insights faster with our new and improved reporting capabilities.

Build powerful reports in minutes
Choose from 12 new pre-built templates or start from scratch. Drag, drop, resize, and apply filters to focus on what matters most—like response times, customer satisfaction, or team performance.

See the details behind your data
Understand the “why” behind your metrics and reveal the trends behind your data with advanced filtering options, transparent metrics and new chart drill-in tools.

Keep stakeholders informed
Instantly export your data to CSV for further analysis or share reports with your leadership team to help make informed decisions, faster.

Control access and stay organized
Use new folders and access controls to keep your reports organized, share new insights with your teams, and manage access to sensitive data.

👉 Check out all new reporting improvements here.

You can now conditionally show specific attributes and attribute options based on the value of a previous attribute.
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This new capability improves data collection accuracy and creates a smoother experience for your teammates in the Inbox. For instance, if a teammate picks “Complaint” as the Category of the conversation, you can automatically display only attributes relevant to the Complaint category.
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Special notices just got a major upgrade.

Based on your feedback, we’ve introduced the ability to set and display special notices in multiple languages.

It also now supports text styling and hyperlinks for more personalization.

You can now display your company’s privacy policy at the start of each conversation, so your customers can easily access your data processing and protection policies.

The privacy policy notice supports multiple languages, text styling and hyperlinks for improved clarity and engagement.

We’ve introduced key changes to the Fin AI Agent experience in your Messenger.

• New answer card design: Fin AI Agent replies are easier to read thanks to improved formatting.
• Expandable Messenger: Customers can now expand the width of the Messenger, eliminating the need to scroll to view all of Fin’s answer.
• Improved handovers: We’ve made it easier to understand who is currently handling the conversation and whether it's been handed over from Fin AI Agent to teammate.
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Teammates can now filter tickets in their Inbox by ticket state category, so that they can get a quick overview of tasks in different stages of the process.

👉 To turn this feature on for your teammates, click here.