Create a seamless and unique brand experience in your help center with two new features:

• Footer templates: Choose your favorite footer template to match your style and needs.
• Custom font upload: You can further customize the look of your help center and articles by uploading your own font.

👉 See the full list of what we shipped and what's coming next here.

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.

What’s new:

• You can now do both AND and OR operator conditions when selecting multiple filters
• You can select multiple of the same filters at one time
• And we have added more advanced filter matching patterns for each data format

Our AI assisted inbox features are now officially out of beta and generally available:

• Expand or rephrase: Write shorthand customer responses in the Inbox and let the AI generate a complete suggested or rephrased message.
• Change tone: Be more casual/friendly or more formal depending on what suits your business or the situation.
• Summarize: Create an AI-generated summary of a customer conversation, helping you quickly get up to speed with conversations.

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.
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💻 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.

We’ve redesigned tickets to help your team solve any type of complex issue faster and more effectively than ever before.

Intercom now offers three ticket categories. Each uniquely designed for a specific use case.

• Customer tickets - When your team needs more time to work on issues, use Customer tickets to capture, track and automatically share progress with the customer.
• Back-office tickets - When a support agent needs to work with back-office teams to resolve an issue, create a linked Back-office ticket from a conversation for seamless collaboration.
• Tracker tickets - Streamline problems impacting many customers, such as bugs, service interruptions, and feature requests.

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:

• Choosing your favorite collection card templates to perfectly match your style.
• Customizing card styles and borders.
• Designing your collection card using icons and background images for that personal touch, or keep it minimalistic with a sleek image-free look.

👉 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!

It's easy:

1. Answer a question in the Inbox
2. Suggest the answer for Fin
3. Next time the question comes up, let Fin answer it

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:

• Create 'Fin-first' workflows
• Build more advanced handovers
• Tailor different Fin experiences for different workflows or branches
• Set specific auto-close behaviour for Fin
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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.

Fin is now streaming AI answers in the web Messenger!

This means customers don’t have to wait for the whole AI answer to generate before getting the support they need. Instead, Fin starts displaying a response the moment the first word comes in - reducing latency by 6 seconds on average!

What do you need to do? Absolutely nothing!

Fin's already on it 🫡