Configure your Messenger to launch directly into a conversation, so customers creating a new issue get immediate access to support, and customers with an existing issue get straight back to it.

Customers can easily navigate back to other spaces such as help articles, previous conversations and tickets.

Manually adding list attribute options can be time consuming.
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Now, you can bulk-add up to 1000 options with a CSV upload - saving time and reducing errors. This works for both conversation and ticket attributes.
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Do you find lots of duplicate conversations appearing in the Inbox from the same user? You can now merge these together into one single primary conversation, and provide your customers with a single place to communicate with you.

Through Intercom’s partnership with Channeled, you can add Slack as a support channel managed alongside all other conversations in the Inbox. Use Channeled to easily configure escalation shortcuts, track performance metrics and customer sentiment, and manage your Slack support in one place.

The best part? Fin can now deliver instant, accurate answers on Slack—expanding your AI-first customer service to even more channels.

The Fin AI Agent report now provides you with deeper insights into customer satisfaction, resolution rates, and Fin’s overall impact on your support team.

Here’s what's changed:

• Monitor Fin’s impact with new involvement charts: See how many conversations Fin is handling, broken down by channel. Identify where Fin excels and where to expand its use.
• Measure resolution trends over time: Track how many conversations Fin successfully resolves and how that changes over time.
• Identify ways to improve your content: See which content drives the highest resolution rates and focus updates where they matter most.

👉 Check out your improved Fin report today.

Test your content readiness by seeing how Fin responds to actual customer queries. Review the sources and settings influencing its responses, and get suggested recommendations to enhance accuracy and performance, ensuring customers get the best possible responses every time!

We’ve made it easier to get up to speed on past calls—no need to sift through full transcripts! Our new AI-generated summaries automatically capture key details from call transcripts and post them to the conversation. This helps your team quickly understand past discussions and follow up with confidence.

To enable transcript summaries, head to Phone Settings and toggle on Summaries under Transcripts options. This feature is subject to Intercom’s Additional Product Terms.

When sending an email from the inbox you can now:

• See and control who is in the ‘To’ field and who is in the ‘Cc’ field, and
• Put multiple people in each field.

When replying to a customer email from the inbox, the sender of the last message will be in the 'To' field with all other participants Cc'ed. You can change these defaults pending your preferences.

You can now use 'Email Bcc' to trigger a workflow.

For example, if a support email address has been Bcc'd, it can be routed to a particular inbox.

Create custom views, review reports, and gain detailed insights for each of your brands. Now you can:

• Create a custom Inbox view using a brand attribute
• Filter by brand when creating or editing custom reports
• Add brand as a segment in report views
• Search by brand to see all related Messenger and email conversations

Learn more here