We’ve introduced key changes to the Fin AI Agent experience in your Messenger.

• New answer card design: Fin AI Agent replies are easier to read thanks to improved formatting.
• Expandable Messenger: Customers can now expand the width of the Messenger, eliminating the need to scroll to view all of Fin’s answer.
• Improved handovers: We’ve made it easier to understand who is currently handling the conversation and whether it's been handed over from Fin AI Agent to teammate.
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Teammates can now filter tickets in their Inbox by ticket state category, so that they can get a quick overview of tasks in different stages of the process.

👉 To turn this feature on for your teammates, click here.

We’re expanding your reach! Regional phone numbers are now available in 15 new countries, including:

Mexico, Italy, Chile, Argentina, Poland, Czech Republic, Hungary, South Korea, Bulgaria, Puerto Rico, Colombia, Greece, Japan, Peru, and Romania.

Check out the full list of all supported local numbers here.

We’ve introduced new tools to give teammates and managers greater control and flexibility over phone conversations:

• 3-Way Calls: Add teammates or external numbers for quick collaboration.
• Warm Transfers: Share context before transferring calls for a smooth handoff. Find out more here.
• Call Listening: Managers can monitor live calls to provide real-time support. Find out more here.
• Call Blocking: Block spam with a custom blocked numbers list.
• Manual Call Assignment: Take calls from the queue before they’re auto-assigned.

We've just released Internal Report Sharing to Custom Reports.

This means you can:

• Share reports with specific teammates in your workspace
• Create private reports just for you
• Control view, edit and filtering access for each report

To try it out, navigate to Custom Reports and click the new "Share" button.

We'd love to hear your thoughts—please share your feedback with us through the survey on the page.

Now you can:

• Set up multiple custom Submitted states
• Move tickets back to any Submitted state from other stages

This flexibility helps you better align ticket states with your actual business processes.

If you often need to notify a group of people in notes, you can now save time by mentioning a whole team at once.

Simply create teams using Team Inboxes here, then type “@” in a conversation note to search for and mention your team.

Gain visibility into the overall health of your entire support operation with a unified view of human and automated support in one comprehensive and detailed report. Our new Holistic Overview Report brings together the most critical support KPIs, allowing support leaders to:

• Monitor both Teammate and Fin AI Agent performance side-by-side
• Understand how conversation volume is distributed across different agents and resolution paths
• Identify top customer contact reasons and topics driving low CSAT
• Track key metrics like resolution rate, response time, and customer satisfaction

With this powerful new report, you can make data-driven decisions to improve your support efficiency and customer experience.

Learn more about the Holistic Overview Report

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We're excited to announce a new "Ticket time in all states" metric and four new ticket state attributes that you can now use in reporting.

This enables more in-depth analyses of your support processes. For instance, you can now report on how long tickets spend in each state.

We're excited to be a part of the Dev Starter Pack from Jam.dev — a comprehensive package of free and discounted tools essential to building a startup.

Not only does this stack include all the tools you need to develop a great product, it also includes tools you need to build AI-powered features.

Get access to Intercom, Cloudflare, LaunchDarkly, LogRocket, Prisma, Mixpanel, and even more ⬇️
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