Test your content readiness by seeing how Fin responds to actual customer queries. Review the sources and settings influencing its responses, and get suggested recommendations to enhance accuracy and performance, ensuring customers get the best possible responses every time!

We’ve made it easier to get up to speed on past calls—no need to sift through full transcripts! Our new AI-generated summaries automatically capture key details from call transcripts and post them to the conversation. This helps your team quickly understand past discussions and follow up with confidence.

To enable transcript summaries, head to Phone Settings and toggle on Summaries under Transcripts options. This feature is subject to Intercom’s Additional Product Terms.

When sending an email from the inbox you can now:

• See and control who is in the ‘To’ field and who is in the ‘Cc’ field, and
• Put multiple people in each field.

When replying to a customer email from the inbox, the sender of the last message will be in the 'To' field with all other participants Cc'ed. You can change these defaults pending your preferences.

You can now use 'Email Bcc' to trigger a workflow.

For example, if a support email address has been Bcc'd, it can be routed to a particular inbox.

Create custom views, review reports, and gain detailed insights for each of your brands. Now you can:

• Create a custom Inbox view using a brand attribute
• Filter by brand when creating or editing custom reports
• Add brand as a segment in report views
• Search by brand to see all related Messenger and email conversations

Learn more here

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.