Intercom Changelog & Release Notes | Product Updates

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

Your workspace name often doubles as an internal label, carrying things like an environment suffix or a region code that aren't meant for customers. Until now the only way to change what customers saw was to rename the whole workspace, which changed it for your team too. Now you can set a separate customer-facing name that appears to customers in Messenger, emails, and SMS, while your team keeps seeing the internal name everywhere they work.

Set it in Settings > General, just below your workspace name, and leave it blank to fall back to the workspace name automatically.

You can now configure up to 10 additional translation languages in the Inbox (previously two), and translate conversations that are already in your workspace's own default language.

Translations for additional languages are now generated on demand — when a teammate who reads in that language opens the conversation — so you get far broader language coverage without translating every message into every language up front

A new Language menu in the conversation header lets teammates see all translations generated so far.

Teammates on the same team often saw different sidebar sections, in different orders, with no way for admins to standardize what should appear by default.

Admins can now define a default sidebar layout per role: choose which sections show up, the order they sit in, and whether teammates can rearrange them.

Every teammate with that role opens conversations to the same focused view, with no per-teammate setup.

Set it up in Settings → Teammates → Roles → Inbox.

Until now, phone workflows had no way to capture information from callers — so your team had to ask for account numbers, case IDs, or anything else by hand once they picked up. The new Collect Data step handles that before the call even connects.

Add it to any phone workflow in Fin AI Agent > Workflows, choose what to ask for, and let callers respond by keypad or voice. The answer is saved to the conversation automatically, so your team has the context they need the moment they pick up.

Bad call quality used to be invisible until it was already a problem. Now it isn't.

Live quality indicators appear in the call window the moment your connection degrades — a warning banner flags it automatically, and you can expand it for a full health breakdown across network, microphone, and speaker.

See the problem, fix it, before the customer notices.

Exporting conversations from the Inbox is no longer a one-at-a-time task. Select multiple conversations, open the actions menu, and export them all together — as a PDF or as plain text — in a single step.

No changes to your setup are needed. Just select the conversations you want, choose Export as PDF or Export as text from the actions menu, and your export is ready.

Admins and managers can now filter the Assignment Limits table by teammate availability — Active, Away, or Away & Reassigning. Whether you're balancing load across your active team or preparing for a shift handoff, you'll spend less time hunting through long teammate lists and more time on the adjustments that matter.

When you're supporting customers across different regions, it can be confusing when they describe when something happened — their "3:32 PM" might show as "2:32 PM" in your inbox.

Teammates can now opt in to view all conversation timestamps in the customer's local timezone with a single toggle in the conversation menu. Switch back to your own timezone at any time.