Previously, balanced assignment only looked at each teammate’s overall capacity — not the complexity of the inbox the conversation came from.

Now, you can set separate assignment limits per inbox, giving you precise control over how work is distributed based on inbox complexity, customer segment, or team specialization.

For example, agents can handle more conversations from a general support inbox — and fewer from a high-priority VIP inbox.

The result? Faster response times, better prioritization, and no one overloaded by the wrong kind of work.

Each conversation in the Messenger now has an AI-generated title! This makes it much easier for customers to reference a specific conversation or quickly find past conversations in their list.

Titles are generated based on the customer’s message and are visible both in the Messenger conversation list and in the Inbox’s conversation attributes list, making it easier for teammates to understand context at a glance.

We’ve also made several UI improvements to the Conversation screen, including a cleaner layout, showing who sent the last message, and improved timestamps – you’ll no longer see confusing labels like “31 weeks ago”.

You can now verify a user's identity via email directly within your workflows.

The new "Verify email with OTP" step sends a one-time password to the user's email address and waits for them to enter it; with built-in success and failure branches to handle either outcome.

Teammates can now start and manage side conversations directly in Slack channels, in addition to the existing email option.

This brings the power of side conversations to where many teams already collaborate - Slack. Whether you need to loop in an expert from another team or coordinate with a partner, you can now do it without leaving the Intercom inbox.

Admins can now assign primary and secondary team inboxes directly during the teammate invite flow.

Inbox assignments are automatically applied when the invite is accepted, reducing manual setup and streamlining onboarding.

You can also view assigned inboxes in the pending invites list for full visibility.

We’ve made significant updates to CX Score making it more transparent, more representative, and more actionable.

What's new:

• Expanded CX signals with transparent reasons:
  CX Score now evaluates more criteria, including user effort, agent answer quality, emotion, and product & policy feedback, and clearly shows the reasons behind each score.

• Clearer CX summaries:
  Every scored conversation now includes a more detailed summary explaining what happened and why it received its rating.
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• Broader scoring coverage:
  Short or low-context conversations now receive ratings, giving you a fuller, more representative view of customer experience.

This update helps teams focus on what matters—seeing the real drivers behind customer experience and taking the right actions sooner.

Fin now speaks in a more conversational, natural tone across all channels, giving clearer and warmer responses. Fin is also more concise by default; answers and disambiguations are now 10% shorter on average.

Fin also sometimes asks follow-up questions instead of “Did that help?” to better understand what customers need.

These improvements have resulted in an increase in user-confirmed resolutions and end-user reported satisfaction.

These changes don’t impact Escalation Guidance behavior, and your general Guidance can still override this default behavior.

You can now control what teammates see with a new permission setting. By default, teammates only see the teams and inboxes they belong to - everything else appears as “Redacted.” This protects sensitive information while keeping cross-team workflows smooth.

Key updates:

• New permission: “Can view all teammate and team details” toggles between full and scoped visibility.
• Redaction applies consistently across Inbox, Conversation App, assignment pickers, and conversation history.
• Reporting automatically scopes data for restricted viewers, and disables external sharing.

Now it’s easier than ever to control the knowledge that powers your Fin AI Agent. The new Fin Content page brings all your articles, website syncs, and external knowledge sources together, so you can set up Fin with confidence and clarity.

• Work faster with a single, centralised workspace for all Fin content.
• Troubleshoot website syncs effortlessly with clearer statuses, error explanations, and selective re-syncing.
• Ensure accuracy with a new audience filter that shows exactly which content each Fin audience can see.

Feel confident and in control with full visibility into every configuration change. The Changelog provides a timestamped record of updates to Guidance, Tasks, and Content, showing who made each change. Helping your team stay in sync as updates are made to Fin.