Get more control over Fin's behavior by customizing guidance for different audiences. When setting up guidance, you can now select Audiences to target specific customer segments. This ensures that Fin only uses guidance for users who match the selected audience, and ignores it for those who don’t—resulting in more accurate and tailored answers.

Head to Fin Guidance in your workspace to explore the latest improvements.

You can now manage the ‘Powered by Intercom’ link in the footer of your emails and Help Center articles from within Email settings.

This option used to be in Messenger settings, but it’s now in a more relevant place.

To switch it on or off, go to Email settings and look for the ‘Link to Intercom website’ toggle.

Note: This setting applies to both email footers and Help Center articles. It’s not currently possible to have the link switched on in one and off in the other.

You can now authenticate Data Connectors using third-party user tokens (like JWTs) managed by your customers. This new authentication type makes it easier to securely connect and verify users when triggering Data Connectors.
​

Fin now protects sensitive operations by verifying customers’ email addresses with a one-time passcode before retrieving or updating data in external systems. Fin sends a code to the customer’s email, and once entered in the conversation, completes the Data Connector — ensuring only users who verified their email can access or update information.

You can now:

• Bcc email addresses into email conversations, to aid internal communication and streamline workflows while ensuring privacy.
• See and control who is in the ‘To’, ‘Cc’ and ‘Bcc’ field of emails sent from the inbox.
• Put multiple people in each field.

Please note: Bcc’d addresses don’t count as conversation participants as they’re invisible to everyone else on the email, so won’t be included in any replies.

You can now track SLA performance across every ticket category including back-office and tracker tickets. Previously, SLA reports only covered customer tickets and conversations.
​
You can also filter, segment and view SLA metrics by ticket type, giving you more control and clarity in your reporting.
​

You can now sort your Inbox by any sortable Conversation or Ticket attribute — right alongside classic options like Last activity and Waiting since.
​

The status and sort buttons are also now more compact for a better fit on smaller screens, and switching sort order is easier with the new sort direction button.

Generic statuses may not accurately reflect the real reasons teammates are away. Now you can create, rename, and archive away reasons to match your team’s real workflows, so everyone stays aligned.

You can also require teammates to select a reason whenever they go away, and set away reasons for a teammate automatically via API to keep your systems and support team in sync.
​

Managing support just got easier with two new language options—Japanese and Italian. Your support teams can now use Intercom in their preferred language by changing it in their profile menu, helping them work with ease.

We just released a new version of the REST API 💻 .

• You can now create and manage custom object instances directly via the API.
• Need to delete a conversation or delete a ticket? There are now endpoints for both.
• With tickets, you can use the API to link a ticket to another ticket when it's created, and can use a new flag to skip notifying customers — great for if you are running large imports.

Learn more about all the updates in the Changelog.
​
➡️ Get started using API v2.13.
​