Fin can now automatically detect the attributes you define—like issue type, sentiment, or urgency—in every customer conversation.

By understanding what customers mean in real time, Fin can route issues, trigger workflows, and hand off to teammates automatically—replacing manual tagging and rigid button flows with a smarter, more responsive way to manage conversations.
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Set up Fin Attributes to turn natural language into structured data that reflects how your business actually works. Then, use them alongside other Fin features to create a smarter and more connected support experience:

• Workflows: Automatically route conversations based on what Fin detects—no menus or rigid paths. For example, route billing issues to Finance or flag negative sentiment for a specialist team.
• Escalation Rules: Use Fin Attributes alongside Escalation Rules to stay in complete control of when Fin hands off.
• Reporting: Analyze conversations by attributes (e.g., Billing, Negative sentiment, High urgency) to see which topics drive volume, how performance varies by issue type, and where escalations cluster. If multiple attributes are detected, each contributes to your view.

For Fin replies over email, Quick Reply buttons are now off by default.

Instead of showing predefined replies, Fin will follow up with a context-specific question to keep the conversation going - just like a human agent would. This works better for email, where natural back-and-forth is more effective than clicking buttons.

If your workflows depend on Quick Replies, you can turn them back on in settings.

You can now share news, product updates, or announcements across all customer Slack channels in a single Broadcast.

There's no need to manage separate conversations or threads, you can target one or multiple customers directly from Intercom and see replies all in one place.

Beta now available in your workspace.

Reach the right customer segment every time, with efficiency, confidence, and brand consistency.

(1) Reusable audiences: create once, reuse everywhere

Define customer segments once and use them across Content, Guidance, and Data Connectors—so every interaction stays consistent.

(2) Audit & test with confidence: know exactly what customers will see

See what each audience will experience before launch. Use filters and Batch Testing to validate targeting with confidence before going live.

(3) On-brand identities: distinct look & feel for every brand (available in Messenger)

Give each brand its own Fin avatar and name in Messenger, so customers instantly recognize who they’re engaging with. Pair with audience-specific Guidance to align tone of voice for a fully on-brand experience.

Coming soon: Preview, Workflows, Tasks, Simple Deploy, Content Suggestions, AI Insights Reports, and AI Agent Identities for Email.

📘 Learn how to set up Fin Audiences & Identities

Slack is now a native channel to Intercom, where Fin can resolve conversations.

You decide which messages trigger an Intercom conversation, and Fin and your teammates can respond seamlessly - straight from the Inbox.

Beta now available in your workspace.

You can now enable internal articles as a knowledge source for Fin.

This includes all internal knowledge articles — both those created natively in Intercom and those imported from Notion, Guru, and Confluence.

This update is live and available to all customers today.

With code blocks for Data connectors, you can transform and manipulate API responses using Python directly in the Data connector setup. Unstructured or oversized payloads from APIs can often increase the chances that AI agents, such as Fin, misinterpret or fail to deliver clear answers.
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Code blocks enable you to preprocess, filter, and reshape API responses before they reach Fin - all without backend changes.

When Fin replies over email, source links now appear right next to the relevant text — no more jumping to the bottom. This makes it faster to verify information, reduces visual clutter, and helps build trust in Fin’s responses.

What's new:

• Inline verification: See exactly where information comes from without breaking your reading flow.
• Cleaner layout: No more long footers — everything’s in context.
• Automatic update: Works for all email replies, no setup required.

Try it now

You can now control how Fin routes escalated conversations to your team using branching logic in Workflows. This new capability lets you create custom branches based on which piece of Handover and Escalation Guidance was applied - so every escalation goes to the right team, every time.

With Workflow branching, you can:

• Route escalations with precision, depending on the specific guidance Fin applied
• Mirror your support policies by creating branch-specific logic that aligns with your team structure and handover processes.
• Combine with other conversation attribute filters - like customer type, pricing plan or language - for even more precise routing.

This gives your team more flexibility and confidence when handling high-stakes or complex support scenarios with Fin.

Head to Fin Guidance in your workspace to explore the latest improvements.
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The Fin preview experience now lets you impersonate real users and see exactly how Fin will respond. Simulate real scenarios using live or dummy data, test automations like Fin Tasks, and validate every answer.

Get full visibility and control to refine responses and deploy with confidence.