Understand which content is contributing most to your AI resolutions and use these insights to make data driven content decisions.

What's new:

• Fin content performance reporting has moved to the AI Agent and AI Copilot reporting sections.
• You can track which content was involved in an AI Answer and if it resulted in a resolution.

• You can sort by involvements or resolutions to understand which content is having the most or least impact on resolutions.

We have introduced audience targeting and past conversation attribute matching for Fin AI Copilot, allowing you to:

• Target certain content to specific Fin AI Copilot audiences using people company and conversation data
• Select specific attributes to match past conversations to the current conversation you're working on for Fin AI Copilot to use

You can now add multiple metrics to charts in Custom Reports, enabling you to:

• Efficiently compare several metrics within a single chart visualization.
• Draw quicker, more meaningful correlations and insights from your data.

To explore this new feature, navigate to the Chart Builder in Custom Reports or click the button below to learn more.

Match your Help Desk with your computers theme with Match system! Match system will detect the theme you’re using on your computer and automatically match the Help Desk theme to it. To use Match system, click on your avatar in the bottom left corner of the screen, select ‘Theme’, and then select ‘Match system’.

You can now customize ticket states to help set clearer expectations for customers and improve internal collaboration for teammates. In ticket type settings, you can:

• Customize states for every ticket type
• Add additional states
• Assign different labels for customers and teammates

You can now customize which reports are visible to your teammates in the reporting menu and organize them into folders.

Simply click the 'Edit sidebar' button at the bottom of the menu, and you'll be able to customize which folders are shown. The three dots icon next to the folder's name will allow you to add and remove reports, including custom reports.

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.