We’ve shipped three major improvements to make Data Connectors easier to manage and more reliable at scale.
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​🔍 Action dependency visibility
You can now see exactly where each Data Connector action is used across workflows, procedures, tasks, macros, and custom answers — with a new “Used by” column for safer edits and cleanup.

📊 Built-in health monitoring
A new “Health” column shows whether each connector is Healthy, Degraded, or Unhealthy based on success rate and latency — with detailed metrics to help diagnose issues quickly.

🔑 Multiple tokens per connector
Data Connectors now support attaching multiple tokens, giving you more flexibility when authenticating with external systems.

Together, these updates give you greater control, safer automation management, and real-time insight into integration performance.

You can now control what end users see in the Tickets Portal.

Previously, users could view all tickets associated with their company. This new setting lets you restrict each user’s view to only the tickets they created.

This gives you greater control over the end-user experience and enables a more individual, user-focused Tickets Portal — ideal for teams that want clearer ownership, privacy, and simplicity for customers.

We’ve made two improvements to using Inbox views:

• Teammates can now duplicate existing Views with a single click. A new duplicate icon appears next to the edit/pin icons when hovering over a View in the left nav.

• Teammates can now also search within Views, without having to recreate view filters in order to narrow down search results

We’ve added 11 new call metrics to give you deeper visibility into teammate performance and call handling.

You can now report on metrics like hold time, outbound dial time, missed and declined calls, and call terminating party — across call, teammate, and team datasets.

These new metrics make it easier to understand call efficiency, workload distribution, and overall team performance.

Fin is now much better at understanding and following “don’t escalate” routing guidelines.

If your workspace already includes guidelines that prevent escalation, Fin will now more reliably continue the conversation without handing it off to a human.

No additional configuration required — existing “don’t escalate” rules will simply work better than before.

Customers can now attach images to their messages — with a much smoother experience.

What’s improved:

• Bulk upload: Attach up to 10 images or files at once — no more sending them one by one.
• Preview carousel: Review images before sending them to Fin or a teammate.
• Grid layout: Multiple images display in a clean, compact grid.
• Improved file UI: Different file types now have distinct icons and color coding for better visibility.

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.