You can now choose which Inboxes are shown in the menu by pinning the Inboxes you need, and unpinning the ones you don’t. Simply click the Edit sidebar button at the bottom of the menu, and you’ll be able to customize which Inboxes are shown, alongside Folders and Custom Folders.

You can pin and unpin: Your inbox, Mentions, Created by you, All, and Unassigned

You can now control settings for all Intercom features in one place, enabling you to customize your workspace to fit your team’s needs.

Here’s what’s new:👇

• Access your Settings by clicking on the wheel icon in the left-hand navigation bar
• Effortlessly find specific settings or features using the Search bar
• See all your settings for workspace, channels, helpdesk and more in one unified view on the Home screen

Learn more about the new settings update in this article.

• New Customers Calling: Call customers who haven’t interacted with you yet. Use our new keypad to type in the phone number and start a new conversation.
• Existing Customers Calling: Start fresh outbound calls without reusing old conversations. You can use Search to call your existing contacts from the dialler.
• On-Call Keypad: Easily interact with IVR and Voicemail systems during calls.
• Calling entry points: Start outbound calls directly from the Inbox or the Contacts page.

Stop wasting time searching for answers across multiple sources and browser tabs. Fin AI Copilot is here to help, all from a single place in the Inbox:

• Get answers to customer questions based on your support content, including conversation history
• Figure out next steps using internal knowledge from Intercom, Guru, Confluence or Notion
• Dive into how agents are using Fin and monitor answer quality with dedicated reporting

Every teammate can now use Fin AI Copilot for free on 10 conversations or tickets per month. Learn More.

Introducing the Knowledge Hub: a modern, centralized knowledge management system that makes it easy to manage, optimize, and configure all of the content that powers human agents, AI Agents, and self-serve support.

​Inside the Knowledge Hub you can:

• Get complete oversight of every piece of support content powering Fin AI Agent, Fin AI Copilot and your help center.
• Sync or import your internal support content from external platforms such as Guru, Confluence and Notion in minutes.
• Create and publish articles; for your public help center and AI Agent, and internal articles which are only visible to employees and AI Copilot.
• Organise your support content into folders for ease of management.
• Configure exactly which content can be used by Fin AI Agent and Fin AI Copilot to generate answers.
• Use bulk actions to configure content for AI or your help center at scale, or as you publish new content.

Any customers using the content hub of Fin AI Agent to manage and configure content will have this information automatically transferred over to the Knowledge Hub.
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All customers now have access to Knowledge Hub regardless of the plan they are on!

As teammates now work alongside Fin AI Agent and Chatbots, measuring customer satisfaction across all forms of support is increasingly important.

With this update, you can collect and report on CSAT ratings for your Chatbots (Workflows), just as you can for your teammates and Fin AI Agent.

Collecting CSAT ratings for Chatbots will give you a comprehensive view of customer satisfaction, enabling you to track changes over time and pinpoint areas for improvement.

• You can now offer your customers the option to request a callback when your team is busy or out of the office.
• Customers can keep their place in the call queue without the need to stay on hold.
• Callbacks can be enabled directly in your IVR workflow.

This latest update is all about enhancing how you visualize and interpret your data.

• Heatmaps: Easily identify patterns and anomalies, and spot trends quickly with our color-coded heatmaps.

• Bar Charts: Quickly compare data points and visualize trends with our clear, easy-to-read bar charts.

Ready to explore these new features today? They are now available in your Custom Reports Chart Builder.

Tell us what you think & help us further improve our reporting features – access the survey link directly within the feature.

Introducing a new method to quickly get started with Intercom Messenger.

You can now install the Messenger on your website using our official NPM package which integrates with all common Javascript web frameworks, reducing your overall setup time. ✨
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View more information on the Developer Hub.

We've just released a small improvement to Tags in Workflows.

You can now use Conversation tag in the Audience Rule and Branches of Workflows. 💬

We've also added the Remove person tag action.