The following updates to the Messenger are available to all customers from January 27, 2025.
The new Messenger design elevates your customers’ conversation experience by providing clear support that smoothly passes between Fin AI Agent, Workflow, and human teammate. These improvements also give more control over what you communicate with customers, such as multilingual special notices and privacy policy.
Key improvements
While we recommend you read the whole article, the following are the main improvements:
Redesigned Fin AI Agent answer cards.
Improved conversation headers and greetings.
Clear labels and Fin to teammate handover.
Introduction of privacy policy notice.
Special notices with multilingual support.
Redesigned reply time expectations.
Redesigned Fin AI Agent answer cards
Fin AI Agent answer cards have been redesigned with increased width, making it easier for customers to read the solution to their query. Customers can also choose to expand the Messenger on web from the top right corner.
Improved conversation headers and greetings
The conversation experience in the Messenger has been simplified to focus on the content:
Conversations with Fin show Fin’s name and avatar in the header and its first messages are the only element in the conversation.
Previous experience | New experience |
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Conversations with Workflows or no automation have been updated for a similar experience. However, you can still display a team introduction and special notice to set expectations with customers.
Previous experience | New experience |
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As the conversation progresses, displaying the team introduction and special notice will update in accordance with who/what the customer is interacting with at that time:
Interacting with Fin - team introduction and special notice will not be shown.
Interacting with a Workflow - team introduction and special notice will be shown.
Interacting with a human - team introduction and special notice will be shown.
Clear labels and handover
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. Whether it’s Fin, a workflow chatbot, or a human, your customer will know exactly who is providing a helping hand.
Fin AI Agent | Chatbot | Teammate |
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Responses from Fin AI Agent will be clearly labeled using your Fin identity. | Responses from chatbots in workflows will appear in a grey text bubble, with your bot identity and workspace name. | Responses from your human support team will be clearly identified with their profile name and avatar. |
Everything in the conversation experience remains the same (i.e. any Workflows you've set up will work as normal).
Redesigned reply time expectations
You can show reply times during office hours and indicate when your team will be back online outside office hours. You an also enable "Show office hours after team assignment" to only show your office hours after a conversation is assigned to a team. We recommend this option if you have set office hours at the team level.
If you've enabled “Share your typical reply time” in Simple automations, this information will now be displayed at the appropriate times above the composer. Once the handover information is no longer necessary, like when a teammate responds, it will disappear.
Note:
This is available on web and the latest Android SDK version (15.10.3) and iOS SDK version (18.5.0).
If the “Share your typical reply time” automation is not enabled, this handover information won't be shown.
Using the “Show expected reply time” action in a workflow will override the simple automation to avoid duplication.
The “Leave a 2 minute delay before triggering the following during office hours” setting in Simple automations is not honored by this handover notice.
Special notices with multilingual support
Special notices can now be customized in multiple languages supported by your workspace, ensuring customers see notices in their preferred language. You can also enhance special notices with links and text styling for improved clarity and engagement.
Introduction of privacy policy notice
A new privacy policy notice is now supported and can be configured through Settings > Messenger > General. The notice will appear at the start of each new conversation until the customer either sends a message or dismisses it.
The privacy policy notice supports multiple languages, text styling and hyperlinks and it's available on all platforms, including web and the latest versions of the iOS and Android SDKs.
Important changes for customers who were using the new Messenger beta:
Conversations will have a white background, prioritizing readability for your customers. You can still customize your Home space appearance (set background image or gradient etc.) however, the branded navigation bar from the new Messenger beta is no longer available.
The option to 'Show Help Center' as an icon in the Conversation space is no longer available. Instead, customers can access your Help Center from the Article search app or Help space (learn more).
The three dot menu to access previous conversations is no longer available. Previous conversations can be accessed from the Home or Conversation space.
FAQs
Do I need to use Fin AI Agent to use the new Messenger experience?
While the new Messenger experience is optimized for AI-first support with Fin AI Agent, you don’t need to use Fin to use the new Messenger. It works well for conversational human support and Workflow powered conversations too.
Does it cost extra to use the new Messenger experience?
No, the new Messenger experience is included in current pricing plans.
Can I still use Home space apps?
Yes, apps in the Messenger Home space are supported in the new Messenger experience.
Will my mobile apps get access to the Messenger improvements?
To ensure your customers benefit from these improvements in your mobile app, you must upgrade to the latest mobile SDK versions on iOS (version 18.5.0) and Android (version 15.13.0) and release an app update.
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