We have made some enhancements to our filtering capabilities in Custom Reports in order to enable a deeper level of data granularity when creating charts.
Our AI assisted inbox features are now officially out of beta and generally available:
Understand how well your Fin conversations are performing with a Fin CSAT survey.
You'll be able to measure your customers’ satisfaction with every Fin conversation, and identify conversations and areas that are performing well or in need of improvement.
Along with a dedicated report, CSAT data is also directly available in the Inbox, providing agents with upfront context on how a customer is feeling before responding to their query.
These new updates are designed to enhance your multi-brand experience, enabling you to support Multi-Help Center on the Mobile SDK and improve your customers' experience.
📱Mobile SDK: Ensure your brand experience remains consistent across all platforms by enabling Multi-Help Center on the Mobile SDK.
📄 Article Inserters: Find a suitable article from the right Help Center to ensure your customers have the relevant brand support for outbound messages through Inbox, Messenger, and Workflows.
💻 API: The API has now been extended to support Multi-Help Center features to make it easier to add and manage your articles across multiple Help Centers with external tools. No setup required.
Support your customers with Fin in 8 languages—with no extra setup required.
In addition to English, Fin now supports conversations in Spanish, Portuguese, Brazilian Portuguese, French, German, Italian, Dutch and Swedish.
Join the beta today and increase the number of conversations Fin can get involved in and resolve.
Intercom now offers three ticket categories. Each uniquely designed for a specific use case.
Give your customers full transparency on ticket updates through improved ticket email notifications.
These will include all key ticket attributes that you've set as visible to customers, and will be collapsed when the information isn't relevant.
Ticket and conversation updates can also now be managed separately in email settings, giving you the flexibility in how you want to communicate.
Customize the design of collections in your Help Center to create a unique and distinct brand experience.
You can create a one-of-a-kind brand experience by:
👉 See the full list of what we shipped and what's coming next here.
Ever wondered, what if Fin could just learn from the conversations you're having with customers in the Inbox and then respond with similar answers in the future? Introducing: Conversation snippets for Fin beta!
We've updated the "Let Fin answer' block in workflows to give you more control over it's behaviour and handover.
With this new block, you can:
Note: this new Fin block works independently from Fin profiles which will soon be deprecated. In the mean time, your Fin profiles and existing Fin blocks in workflows will continue to function normally. More info can be found here.