Intercom Changelog & Release Notes | Product Updates

See what Fin filters as spam and tell it what counts

Spam Fin used to close silently now lands in a dedicated view you can review and control, and you can teach Fin what spam means for you.

1. Full visibility: Flagged conversations appear in a dedicated Spam view, each with a short note on why Fin flagged it.
2. You stay in control: Mark false positives as "Not spam" to re-engage Fin, or flag spam yourself from the conversation header.
3. Self-correcting: If a genuine customer follows up on a flagged thread, Fin re-evaluates and clears it automatically.
4. Your rules: Tell Fin in your own words what counts as spam, so its effort goes to real customers.

Test Fin's email replies before they go live

A way to test Fin's email responses that didn't exist on the platform until now. Compose a test email, watch Fin reply in a real threaded view, and tune your guidance before a single customer sees it.

1. Full compose flow: Test with To, From, subject, rich-text body, and attachments — just like a real email.
2. Real conversation view: See Fin's reply in a threaded stream and continue the exchange across multiple turns.
3. Preview as anyone: Test as a preview user, a specific user or lead, a new lead, or an audience segment.
4. Built for every workspace: Pick a brand on multi-brand setups, restart anytime, and preview across Content, Guidance, Workflows, Deploy, and more.

Give email its own guidance and escalation rules

Email, chat, and voice aren't the same, now your guidance doesn't have to treat them the same.

1. Target any channel: Apply a guideline or escalation rule to one channel, several, or all of them.
2. Email-only guidance: Write rules that apply to email alone, or mix channels however you need.
3. Clear at a glance: Each guideline shows exactly which channels it applies to.
4. Simpler to manage: A single unified view replaces the old split between separate tabs.

Until now, banners only appeared in the web Messenger, so if you run a native mobile app, a kiosk, or an embedded tool, you had no way to show the same targeted messages there.

The new Banners API lets you fetch the banners a contact matches and display them on any surface you build, using the same audience targeting that already powers your web banners. Dismissals stay in sync across surfaces, so a banner someone dismisses in your app also clears in the Messenger, and the reverse.

Call one endpoint to retrieve a contact's banners and another to record a dismissal, and you control how they render.

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.