We’ve made significant updates to CX Score making it more transparent, more representative, and more actionable.

What's new:

• Expanded CX signals with transparent reasons:
  CX Score now evaluates more criteria, including user effort, agent answer quality, emotion, and product & policy feedback, and clearly shows the reasons behind each score.

• Clearer CX summaries:
  Every scored conversation now includes a more detailed summary explaining what happened and why it received its rating.
  ​
• Broader scoring coverage:
  Short or low-context conversations now receive ratings, giving you a fuller, more representative view of customer experience.

This update helps teams focus on what matters—seeing the real drivers behind customer experience and taking the right actions sooner.

Fin now speaks in a more conversational, natural tone across all channels, giving clearer and warmer responses. Fin is also more concise by default; answers and disambiguations are now 10% shorter on average.

Fin also sometimes asks follow-up questions instead of “Did that help?” to better understand what customers need.

These improvements have resulted in an increase in user-confirmed resolutions and end-user reported satisfaction.

These changes don’t impact Escalation Guidance behavior, and your general Guidance can still override this default behavior.

You can now control what teammates see with a new permission setting. By default, teammates only see the teams and inboxes they belong to - everything else appears as “Redacted.” This protects sensitive information while keeping cross-team workflows smooth.

Key updates:

• New permission: “Can view all teammate and team details” toggles between full and scoped visibility.
• Redaction applies consistently across Inbox, Conversation App, assignment pickers, and conversation history.
• Reporting automatically scopes data for restricted viewers, and disables external sharing.

Now it’s easier than ever to control the knowledge that powers your Fin AI Agent. The new Fin Content page brings all your articles, website syncs, and external knowledge sources together, so you can set up Fin with confidence and clarity.

• Work faster with a single, centralised workspace for all Fin content.
• Troubleshoot website syncs effortlessly with clearer statuses, error explanations, and selective re-syncing.
• Ensure accuracy with a new audience filter that shows exactly which content each Fin audience can see.

Feel confident and in control with full visibility into every configuration change. The Changelog provides a timestamped record of updates to Guidance, Tasks, and Content, showing who made each change. Helping your team stay in sync as updates are made to Fin.

Now you can automatically email time-based snapshots of your Intercom reports to anyone - no login required.

Just set a schedule, pick your audience (Intercom teammates or external emails), and we’ll send them a public link to the report. Every link is read-only, shows all chart types, and expires after 30 days.

Topic Curation gives teams control over how AI-generated topics in the analyze panel are organized and labeled—so Insights, Reports, and Suggestions reflect the language your business actually uses, without manual tagging or model retraining.

What's new:

• Create new topics and subtopics
  Capture emerging themes the moment they appear, so similar conversations are grouped and analyzed automatically going forward.

• Rename, move, and merge subtopics
  Align AI-generated labels to your team’s terminology and structure. This improves signal quality and makes trends easier to understand and act on.

• Delete low-value or outdated subtopics
  Remove noise to keep Insights, Trending Topics, and Suggestions focused on the issues that matter most.

This update helps support teams focus on what matters—seeing the real drivers of volume, prioritizing fixes faster, and keeping reporting aligned to the business.

Intercom’s native integration enables you to support customers where they’re already active — in Slack.

What's new:

• Slack-native experience: Connect multiple Slack workspaces and manage them alongside all other channels in Intercom.
• Broadcasts: Send one-time outbound broadcast messages to Slack channels, notifying customers of important updates.
• Tickets: Create and manage Intercom tickets directly from Slack, with automatic status updates.
• Fin over Slack: Fin resolves questions instantly, with replies that stay threaded and feel native to Slack.

This update enables support teams to manage all customer conversations in one place, respond using the tools they already rely on, and deliver consistent experiences across every channel.

A cleaner, more conversational Fin experience in Messenger

Fin’s Messenger experience has been redesigned to feel more natural, modern, and human—making every conversation smoother and easier to follow.

What’s new:

• Fin Human Identity Improvements: Cleaner conversation UI with simplified sender names and metadata, reducing visual clutter and improving readability.
• Expanded Composer on Web: A larger message field encourages more natural, thoughtful responses and supports file attachments—creating more fluid, human-like interactions.
• Clearer Handover to Human: The Messenger UI now clearly shows when Fin hands over a conversation to a human teammate, reducing confusion and creating smoother transitions.

Together, these updates make Fin conversations feel more natural, less cluttered, and more human.

Intercom’s reporting capabilities are now more powerful than ever, giving you full access to the data behind every metric.

What’s new:

• Full dataset exports: Export all 13 reporting datasets, including every attribute used in Intercom reporting.
• Customizable exports: Choose specific columns and filters to tailor data to your needs.
• Export preview: See exactly what you’re exporting before download.
• Instant CSV downloads: Get up to 10,000 rows instantly, with larger exports automatically delivered by email.

These updates make it easier to replicate and analyze Intercom metrics in your own BI tools; ensuring your data is consistent, accurate, and always within reach.