You can now conditionally show specific attributes and attribute options based on the value of a previous attribute.
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This new capability improves data collection accuracy and creates a smoother experience for your teammates in the Inbox. For instance, if a teammate picks “Complaint” as the Category of the conversation, you can automatically display only attributes relevant to the Complaint category.
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Special notices just got a major upgrade.

Based on your feedback, we’ve introduced the ability to set and display special notices in multiple languages.

It also now supports text styling and hyperlinks for more personalization.

You can now display your company’s privacy policy at the start of each conversation, so your customers can easily access your data processing and protection policies.

The privacy policy notice supports multiple languages, text styling and hyperlinks for improved clarity and engagement.

We’ve introduced key changes to the Fin AI Agent experience in your Messenger.

• New answer card design: Fin AI Agent replies are easier to read thanks to improved formatting.
• Expandable Messenger: Customers can now expand the width of the Messenger, eliminating the need to scroll to view all of Fin’s answer.
• Improved handovers: We’ve made it easier to understand who is currently handling the conversation and whether it's been handed over from Fin AI Agent to teammate.
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Teammates can now filter tickets in their Inbox by ticket state category, so that they can get a quick overview of tasks in different stages of the process.

👉 To turn this feature on for your teammates, click here.

We’re expanding your reach! Regional phone numbers are now available in 15 new countries, including:

Mexico, Italy, Chile, Argentina, Poland, Czech Republic, Hungary, South Korea, Bulgaria, Puerto Rico, Colombia, Greece, Japan, Peru, and Romania.

Check out the full list of all supported local numbers here.

We’ve introduced new tools to give teammates and managers greater control and flexibility over phone conversations:

• 3-Way Calls: Add teammates or external numbers for quick collaboration.
• Warm Transfers: Share context before transferring calls for a smooth handoff. Find out more here.
• Call Listening: Managers can monitor live calls to provide real-time support. Find out more here.
• Call Blocking: Block spam with a custom blocked numbers list.
• Manual Call Assignment: Take calls from the queue before they’re auto-assigned.

We've just released Internal Report Sharing to Custom Reports.

This means you can:

• Share reports with specific teammates in your workspace
• Create private reports just for you
• Control view, edit and filtering access for each report

To try it out, navigate to Custom Reports and click the new "Share" button.

We'd love to hear your thoughts—please share your feedback with us through the survey on the page.

Now you can:

• Set up multiple custom Submitted states
• Move tickets back to any Submitted state from other stages

This flexibility helps you better align ticket states with your actual business processes.

If you often need to notify a group of people in notes, you can now save time by mentioning a whole team at once.

Simply create teams using Team Inboxes here, then type “@” in a conversation note to search for and mention your team.