You can now duplicate a Custom Answer as a reusable workflow—making it faster than ever to build great automations.

To start, navigate to the Custom Answer you wish to duplicate. Click on More > Duplicate. You will then be prompted to select “Reusable workflow”.

Now you also have the option to utilize this reusable workflow in another Custom Answer or any other workflow of your choice.

Any change made to the reusable workflow will update wherever that workflow is being used—reducing time spent managing automations.

Learn more about reusable workflows here.

Our new 'Unresolved questions' report allows you to gain insight into the questions that are unresolved by Fin.

With this, you can see a high-level view of the questions, or zoom into individual conversations to pinpoint areas for improvement in your content or AI Chatbot setup.

Create a new piece of content (or edit an existing piece) that answers the unresolved question. Next time a user asks the same question, the chatbot will know the answer!

Automating ticket actions in Workflows helps your team save time and streamlines your ticket processes.

Here are some improvements we’ve made to ticket actions in Workflows:

1. Tracker tickets can now be used in Workflows, expanding their application beyond Back-office tickets and Customer tickets only.
2. More intuitive ticket workflow set up. You now have the ability to directly target Customer tickets, Back-office tickets, or Tracker tickets when configuring a trigger. This is easier than the previous method where conditions needed to be added to target a ticket category correctly.

Read more about Tickets and how to use them in Workflows here.
​

When a teammate assigns a conversation to team, you can now trigger a Workflow that automates follow-up tasks like adding a note 🗒️, applying an SLA ⏰, or summarizing the conversation using AI 🤖.

You can now see who created an outbound conversation or ticket in the details sidebar and in table layout, as well as filter views and search results by creator.

You’ll be able to:

• Search for items created by you or another teammate in search using the ‘Created by’ filter.
• Create views using the ‘Creator’ filter.
• See ‘Created by’ in the conversation attributes section of the details sidebar for conversations and customer tickets.
• Add ‘Created by’ as a column in table layout to see creators for outbound conversations and all tickets.
  ​

Read more about how it works here.

Your Intercom reporting data is now organized into various reporting datasets. Each dataset comprises a set of metrics and attributes, which you can utilize to create charts and reports.

Here's what's new in this release:

• We have restructured our reporting data into 9 datasets, providing you with a well-organized and thoroughly documented view of all reporting metrics and attributes.
• Several metrics now feature net new attributes for enhanced filtering and segmentation, as attributes within a dataset are now available to all its metrics.
• We've enriched our datasets by introducing 21 net new attributes, all accessible through our innovative chart drill-in feature.
• To simplify chart creation, we have updated the names of some existing attributes, making it easier for you to decide which ones to use

To learn more about this release, click on the button below.

Thanks,
Mark

In our ongoing effort to enhance the reporting capabilities available to our customers, we are excited to release our new chart drill-in feature. This is a step forward in our commitment to providing powerful, user-friendly tools that empower you to delve into your data with greater precision and clarity.

What's in it for you:

• Enhanced data exploration & root cause analysis: Dive deeper into your data without leaving the Intercom app and rapidly identify underlying issues or trends, creating a more effective analysis process.
• More transparency of data: The drill-in feature offers you a clearer view of the data sources and metrics used to create a chart, fostering a better understanding of the information presented.

Start exploring this new feature right away. Click on the below button to learn how to get started.

Share your thoughts – we've made it easier by incorporating a survey link directly within the feature. Your input on what you like and suggestions for improvement will be invaluable to us.

Thanks,
Mark

You can now link items in bulk to a Tracker ticket, instead of having to manually link them one by one. 💪

Linking related items to a Tracker ticket is useful for cases like bugs, feature requests and incidents. They help:

• Create a single source of truth by managing all conversations with a single ticket.
• Make collaboration easier by getting all teams to work from the same ticket, solving issues faster and ensuring no one misses an update.
• Close the loop with customers easily and save time by updating all affected customers simultaneously.

Read more about Tracker tickets and how they work here.
​

When a customer asks a vague, unclear, or ambiguous question—instead of making an educated guess and surfacing the most likely answer or articles—Fin now intelligently seeks clarification and gathers more information and context from the customer.

We’re already seeing a big impact on resolution rates—with some customers seeing up to 17pp improvements.

This is live now for all Fin users!

You can now choose how Fin shows up when a customer starts a conversation.

Teammate or Bot conversation header

Decide whether to show bot expectations or match to teammates, when the conversation starts with Fin.

Customise the "start conversation" button

If bot expectations are set, customise the ‘Start conversation’ button from a list of text options.

This is now available on Web, iOS (v16.5.0 and Android (v15.6.0).