You now have more control over how you disclose to your customers that they’re receiving a message from an AI Agent, whether from the Fin Messenger, Zendesk Messaging or Tickets, or Salesforce cases.

AI Agent label on the Fin Messenger

In the Fin Messenger, you can choose whether to display an "AI Agent" label next to Fin (or your AI Agent)'s name on each message.

The toggle that controls this is in Fin identity settings and is:

• ON by default if you’re already using Fin.
• OFF by default if you’re not yet using Fin.

AI Agent disclaimer in Zendesk Tickets and Salesforce case emails

In Zendesk Tickets and Salesforce cases you can choose whether to display an "AI Agent" disclaimer in each Salesforce case or Zendesk Ticket email.

• The disclaimer reads: “This answer was composed by [AI Agent name], [Workspace name]’s AI Agent.”
• The toggle that controls this is in Fin’s email responses settings and is ON by default for all customers.

AI Agent introductory message

You can choose whether to enable Fin to introduce itself as an AI Agent at the start of conversations in the Fin Messenger, Zendesk Messaging and Salesforce cases.

The introductory message can be added as a message step immediately before the Fin answer step in workflows. It is also included by default in workflow templates.

In some regions, letting your customers know they’re speaking with an AI Agent may be a legal requirement.

You now have more control over how you disclose to your customers that they’re receiving an email from an AI Agent.

You can choose whether to:

Add an introductory sentence at the beginning of Fin (or your AI Agent name)'s first reply in an email conversation, letting the recipient know that the conversation is with an AI Agent. This is off by default but can be added via:

• The ‘Fin introduces itself’ step in Fin simple deployment for email.
• Adding a message step immediately before the Fin answer step in existing Fin over email workflows.
• Creating a new email workflow using the Fin over email workflow template, where a suggested, A/B tested introductory message is pre-populated.

Display an "AI Agent" footer below Fin (or your AI Agent name)'s signature on every email.

• The footer reads: “This answer was composed by [AI Agent name], [Workspace name]’s AI Agent.”
• The toggle that controls this is in Email Settings and is ON by default for all customers.

In some regions, letting your customers know they’re speaking with an AI Agent may be a legal requirement.
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You now have more control over how you disclose to your customers that they’re speaking with an AI Agent in the Messenger.
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You can choose whether to display an "AI Agent" label next to Fin (or your AI Agent)'s name on each message.

The toggle that controls this is in Fin Identity Settings and is:

• ON by default if you're already using Fin.
• OFF by default if you’re not yet using Fin.

When deploying Fin AI Agent on Messenger, you can also choose how Fin introduces itself. The new default message is:

• Hi there! You're speaking with Fin AI Agent. I'm well trained and ready to assist you today but you can ask for the team at any time.

The previous default message has been automatically updated, and reflects the name of your AI Agent if you have changed it from ‘Fin’. If you are using your own introductory message, you can edit it to mention AI Agent if you wish.
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In some regions, letting your customers know they’re speaking with an AI Agent may be a legal requirement.
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We’ve updated Fin’s Messenger experience to make conversations more natural, human, and effective.

• Quick reply buttons have been removed so Fin can respond more openly.
• Escalations are now conversational—Fin can offer to escalate or hand off immediately.
• Follow-ups: If there's no customer response, Fin will check back in (this is configurable by default).
• Source links now appear directly in replies, making information easier to trust and review.

These changes help Fin deliver more natural customer experiences and resolve more queries on its own—without impacting CSAT.

Your customers can now search, sort, and filter for tickets—helping them quickly find what they are looking for.

• Search by ticket title, description, or ID
• Sort by ticket ID, type, status, created date, or last updated
• Filter by type, creator, created date, or last updated

These improvements make it easier for your customers to stay organised and informed about the status of their tickets.
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You can now configure Fin to send email replies from a specified address within your company’s domain, e.g. fin@yourcompany.com or support@yourcompany.com

This provides greater flexibility in managing your email settings and means that, if you are using Fin over email, Teammate replies are no longer limited to being sent from the ‘inbound address’.

Please note that Fin’s email address must be verified and have automatic forwarding enabled, so that emails sent to this address are routed into Intercom, where Fin can read and reply to them.

Batch test now helps you check answers across brands, users, languages, and automations - so you know what to expect from Fin before you go live.

• User simulation: Test how Fin responds for different customers based on language, plan, or location.
• Test groups: Save and organize your test runs to easily revisit your work
• Language and translation settings: Set or update language preferences so Fin’s responses show up as expected.
• Automation visibility: See when Fin Tasks, Custom answers, or Data connectors would trigger - and make changes if needed.
• Multibrand testing: Run the same questions across multiple brands to spot brand-specific gaps.

We’ve introduced a new way to authenticate users in the Messenger, using JSON Web Tokens (JWTs).

This update replaces the previous Identity Verification (IdV) method with features designed to protect user data.

With JWTs, you benefit from:

✅ Data protection — Sign and protect both user ID and email, along with any other user attributes.

✅ Short-lived tokens — JWTs can be set to expire, reducing the risk of misuse for compromised tokens.

If you’re using Identity Verification, migrate to JWTs to benefit from these improvements. Identity Verification will continue to work, but is considered deprecated and will not receive future updates.

You’ll find the new JWT configuration in the Security tab within your Messenger settings.

Get more control over Fin's behavior by customizing guidance for different audiences. When setting up guidance, you can now select Audiences to target specific customer segments. This ensures that Fin only uses guidance for users who match the selected audience, and ignores it for those who don’t—resulting in more accurate and tailored answers.

Head to Fin Guidance in your workspace to explore the latest improvements.

You can now manage the ‘Powered by Intercom’ link in the footer of your emails and Help Center articles from within Email settings.

This option used to be in Messenger settings, but it’s now in a more relevant place.

To switch it on or off, go to Email settings and look for the ‘Link to Intercom website’ toggle.

Note: This setting applies to both email footers and Help Center articles. It’s not currently possible to have the link switched on in one and off in the other.