When all your agents are busy, customers used to get no sign they were in line — so many sent repeated "anyone there?" messages while the clock ticked. Now customers waiting in the Messenger can see their live position ("#3 in queue") updating in real time as the line moves.
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They know they haven't been forgotten, and your team fields fewer anxious follow-ups. Available for teams using balanced assignment.

You can now create and clone SLAs directly from the SLA settings page, and see which workflows reference each SLA — no need to open the workflow builder.

Find it in Settings > Inbox > SLAs.

Previously, file uploads could only be turned on or off for everyone, making it difficult to enforce different security or compliance requirements across users

Now, you can restrict file and media uploads to specific users, depending on custom attributes such as roles, tiers, or subscriptions.

Give the right users access to uploads while preventing everyone else from uploading through the Messenger making it more secure.

Fin follows up over email so resolutions are confirmed

Fin now sends a follow-up email to customers who go quiet, so conversations end in a confirmed outcome.

1. Closes the loop: Fin checks whether the issue was resolved, confirming the outcome rather than assuming it.
2. Surfaces the unresolved: Customers whose issue wasn't really solved get a natural opening to speak up.
3. Fully configurable: Set the delay anywhere from 1 hour to 30 days (24 hours by default), or turn follow-ups off entirely.
4. Works where you work: Configure in Workflow Builder or Simple Deploy, across Email, Zendesk, Salesforce, Freshdesk, and HubSpot.

See what Fin filters as spam and tell it what counts

Spam Fin used to close silently now lands in a dedicated view you can review and control, and you can teach Fin what spam means for you.

1. Full visibility: Flagged conversations appear in a dedicated Spam view, each with a short note on why Fin flagged it.
2. You stay in control: Mark false positives as "Not spam" to re-engage Fin, or flag spam yourself from the conversation header.
3. Self-correcting: If a genuine customer follows up on a flagged thread, Fin re-evaluates and clears it automatically.
4. Your rules: Tell Fin in your own words what counts as spam, so its effort goes to real customers.

Test Fin's email replies before they go live

A way to test Fin's email responses that didn't exist on the platform until now. Compose a test email, watch Fin reply in a real threaded view, and tune your guidance before a single customer sees it.

1. Full compose flow: Test with To, From, subject, rich-text body, and attachments — just like a real email.
2. Real conversation view: See Fin's reply in a threaded stream and continue the exchange across multiple turns.
3. Preview as anyone: Test as a preview user, a specific user or lead, a new lead, or an audience segment.
4. Built for every workspace: Pick a brand on multi-brand setups, restart anytime, and preview across Content, Guidance, Workflows, Deploy, and more.

Give email its own guidance and escalation rules

Email, chat, and voice aren't the same, now your guidance doesn't have to treat them the same.

1. Target any channel: Apply a guideline or escalation rule to one channel, several, or all of them.
2. Email-only guidance: Write rules that apply to email alone, or mix channels however you need.
3. Clear at a glance: Each guideline shows exactly which channels it applies to.
4. Simpler to manage: A single unified view replaces the old split between separate tabs.

Until now, banners only appeared in the web Messenger, so if you run a native mobile app, a kiosk, or an embedded tool, you had no way to show the same targeted messages there.

The new Banners API lets you fetch the banners a contact matches and display them on any surface you build, using the same audience targeting that already powers your web banners. Dismissals stay in sync across surfaces, so a banner someone dismisses in your app also clears in the Messenger, and the reverse.

Call one endpoint to retrieve a contact's banners and another to record a dismissal, and you control how they render.

Control who Fin replies to on a crowded email thread

Multi-participant and CC'd threads are one of email's messiest situations. Now you set deterministic rules for exactly how Fin behaves.

1. Decide when Fin replies: On a multi-participant thread, Fin can respond by default or stay silent when it's only CC'd.
2. Decide who Fin replies to: When Fin does respond, it can reply to everyone or only to the sender.
3. Protects sensitive data: Keeps Fin focused on the intended customer and reduces the risk of data reaching the wrong inbox.
4. Safe by default: Your current setup is preserved, so nothing changes until you opt in. Available under Deploy → Email and the "Let Fin handle" workflow step.

When customers reach out via WhatsApp, SMS, Facebook Messenger, Instagram, or email, you can now send them a ticket form link directly in the conversation. Customers tap the link to open a branded web form where they fill in the required details — no need to leave the conversation or switch channels.

• Works across 5 channels — WhatsApp, SMS, Facebook Messenger, Instagram DMs, and email
• Same form experience as the Messenger — including conditional fields and file uploads
• Automatic status updates — customers receive ticket progress notifications in their original channel