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 🫡

You can now direct conversations in workflows based on whether or not your team has the capacity to deal with them.

For example, if everyone within a team has a conversation assigned to them, you could direct Fin to automatically step in and help manage the workload.
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This can be applied as a filter on the workflow trigger or can be used in a branch to split conversations.

We're excited to announce some significant improvements to our Reporting Navigation, streamlining the process of finding and managing your reports. Here are the key enhancements:

• All Reports: We've unified all pre-built and custom reports into a single, comprehensive "All Reports" section for more straightforward navigation
• My Reports: Now offering a filtered view of reports exclusively created by the logged-in user
• My Favorites: This feature lets you save any pre-built or custom report as a favorite, allowing quick access from the favorites section in the side navigation
• New Workspace Folders: We've made it easier for customers to quickly access the most popular pre-built support reports directly from the side navigation
• Create New Report Quick Action: You can now access the "Create a new Custom report" button directly from the side navigation using the '+' symbol