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.
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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.
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➡️ Get started using API v2.13.
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AI Inbox Translation means that your support team can now chat to all your customers, no matter what language they speak. It works automatically, directly in the conversation.
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Beta now available in your workspace.

You no longer need to duplicate your Workflows for every language you support. Multilingual Workflows instantly translate your chat messages and reply buttons into your customer's language.

We've redesigned Fin's navigation around four key areas — Analyze, Train, Test, and Deploy—making it easier to set up, monitor, and optimize your AI Agent.

This update improves how key sections of Fin are organized—without changing any of Fin’s functionality or settings. Everything you rely on is still here, just in a clearer, more intuitive layout.

Fine-tuning how Fin communicates is now easier than ever. With the latest updates to Fin Guidance, you can ensure every response aligns with your brand, support policies, and customer expectations—without complex setup or training.

What’s new:

✅ Faster setup – Get started instantly with ready-to-use templates.

✅ Smarter suggestions – AI-powered writing recommendations help you refine guidance.

✅ Deeper insights – New performance metrics show how guidance impacts responses.

✅ Effortless management – Easily enable or disable guidance with one click.

These updates give you more control over Fin’s behavior, so you can shape every interaction with precision. Head to Fin Guidance in your workspace to explore the latest improvements.
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Configure your Messenger to launch directly into a conversation, so customers creating a new issue get immediate access to support, and customers with an existing issue get straight back to it.

Customers can easily navigate back to other spaces such as help articles, previous conversations and tickets.

Manually adding list attribute options can be time consuming.
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Now, you can bulk-add up to 1000 options with a CSV upload - saving time and reducing errors. This works for both conversation and ticket attributes.
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Do you find lots of duplicate conversations appearing in the Inbox from the same user? You can now merge these together into one single primary conversation, and provide your customers with a single place to communicate with you.