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

We've introduced a new Workflow action called “Resolution limit reached” that can be used to trigger a backup workflow once your Fin AI Agent usage limit has been reached. There are two ways to set this up:

Use case 1: Workflow branching

Create a workflow branch with the “Let Fin answer” step as one branch path, and the new “Resolution limit reached” action as the other path.

Use case 2: Audience targeting

Use the new action in the Audience panel. This workflow will trigger once the usage limit has been reached.

Note: this is available to customers with access to the Workflows product.

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.

We have introduced new Email predicates so that you can better target your email automations:

• Email Recipient: use this predicate if you want to target any email address(es) users add to the "To" or "Cc" fields
• Email To: for targeting email addresses users add only to the “To” field
• Email Cc: for targeting email addresses users add only to the “Cc” field

With this, you can:

• Define the audience you want to target for your automation to ensure that your automations only trigger in the intended scenarios.
• Create branches within Workflows to trigger conditional logic

Here are some examples of how you can use this:

1. Ensure Fin only replies when your support team has been emailed directly, and not just Cc’d

2. When your support team has been cc’d to an Email, you can enable Fin to reply to these emails by using Email Cc in audience targeting; you can instruct Fin to wait for some time before replying to give your teammates a chance to reply first.

3. You can also use these predicates as branches within a workflow. In this example, Fin replies immediately if the support email address is present in the To field, but waits for one hour before replying if the address is only in Cc.

• 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!