News and Updates

Join us on October 7th for a day of industry-shaping dialogue, debate and learning. Be the first to hear our product leaders' vision for Fin, and see how CX leaders are transforming their organizations with AI.

Email is still one of the most important support channels, especially when it’s handled well. Join us for a practical walkthrough of Fin’s email capabilities and learn how to set up, deploy, and optimize Fin to handle customer conversations over email with accuracy and efficiency. We’ll cover the key steps to get started, from configuration to rollout, along with proven best practices to ensure Fin delivers helpful, on-brand responses at scale. Beyond email, we’ll zoom out to explore how Fin fits into a broader omnichannel strategy. You’ll learn how to manage conversations seamlessly across channels, maintain context, and create a consistent customer experience whether users reach out via email, chat, or beyond.                                                                                                                                                                                                                                 Register Here

Big news: Expand Fin to email is now live on Fin Academy!This course is for customers who've already launched Fin on live chat and are ready to unlock a whole new layer of resolution by extending that automation to email.It walks through training Fin's Guidance for the nuances of email (tone, pacing, and spam handling), setting escalation rules and Human-in-the-loop carve-outs for sensitive topics, and building a dedicated email workflow with the right disclosure and reply timing.It also covers launching with confidence (turning Fin on for all of your email volume from day one) and using the Analyze dashboards to track CX Score, close content gaps, and keep improving performance over time.Who is it for?Any customer already live with Fin on chat who wants to bring that same automation to email. If you're not live with Fin at all yet, check out Launch Fin first. 🔎~20 mins - Start Now 

Earn badges on Fin Academy! 🎓Every time you complete a course on Fin Academy, you'll now earn a digital badge you can add to your LinkedIn profile and share with your network.We've also retroactively awarded badges to everyone who's already completed a course — so if you've been learning with us, check your inbox.Four new badges are now available:Launch Fin Setting up your AI-first helpdesk Build Fin Procedures Fin for SalesReady to earn yours? Head to Fin Academy and start learning today  

We are launching Procedures and Data Connectors Meetup Office Hours - don’t miss this opportunity!This is a live, hands-on session designed to help you get real value from data connectors and procedures — faster.Join Top Community Experts (independent consultants with deep, practical experience) and Intercom Solutions Architects for a mentor-led, working session focused on getting you unblocked and live. Whether you’re just getting started, stuck mid-setup, or looking to improve what you’ve built, we’ll help you: Launch your first live procedure Turn draft connectors into production-ready setups Combine connectors + procedures to unlock more powerful automation Reduce escalations and improve Fin’s performance  You’ll also see how other customers are successfully using connectors and procedures in production. Bring your questions, drafts, or half-configured setups — and get personalised, hands-on support to move forward. No prep needed. Just drop in and leave with real progress.                                              Register Now  

Ready to take Fin further? This new Academy course (~25 mins) shows you how to use Procedures to handle more complex, multi-step customer queries using real data from your systems. You’ll learn how to:• Understand when and why to use Procedures• Map out your process before building• Set up clean, reliable data connectors• Write clear steps, logic, and conditions• Test everything with simulations before going live This course is for you if Fin is already live and you want it to do more than answer informational queries, things like looking up account information, processing requests, or troubleshooting issues that require multiple steps and real data from your systems. 👉 Get started hereAlready building? You can also jump into specific lessons based on what you need.Lessons:1. How Procedures work→ Use this to explain what Procedures are + when to use them (incl. key building blocks)2. How to map a procedure→ Use this when a customer isn’t clear on their process or jumping straight into the builder3. How to think about data connectors (clean data)→ How to avoid common pitfalls when setting up Data Connectors and clean and transform the4. Best practices for writing a procedure→ Use this when they’re building and need help structuring steps, logic, and branches5. Use simulations to test your procedure→ Use this when they’re close to going live and want to test edge cases properly  

Our 2026 Customer Service Transformation Report is out.We surveyed over 2,400 support teams across industries to find out how they’re using AI, where it’s working the best, and how support operations are changing around it.The report examines how AI is being used across support teams today, why adoption alone is no longer enough, and what deeper deployment looks like in practice for teams seeing stronger ROI and better customer experiences.Download the report

We’re excited to introduce our weekly Community Meetup Office Hours! This is your chance to connect live with Community Top Experts and peers to unlock the full potential of Fin and elevate your success with Intercom. What Makes It Different These sessions go beyond traditional webinars or product updates. Each meetup is an interactive, solution-driven experience where the community takes center stage.Bring your real challenges and questions — and work through them live with experts and peers who use Intercom and Fin every day.You'll experience practical, hands-on problem-solving in action, with opportunities for live Q&A, deep dives into key topics, product demos, group networking, and real-world insights you can immediately apply. Why Join Expert-led: Get practical, proven strategies from Community Top Experts and Intercom Consultants. Peer-powered: Hear how others are tackling similar challenges and driving success with Fin. Customer-focused: Leave with actionable steps you can put to work right away. Q&A-first: Bring your toughest questions — we’ll tackle them together.                                                 Register Here Event Host: ​@Nathan Sudds - Intercom Community Top Expert. Full profileSpeakers: ​@Milan ​@Conor ​@Julian Murray Additional Intercom Community Experts will also be joining to help you dive deeper and get the most out of every session.  

🚀 Introducing the Fin Expert Program  Calling all Fin Consultants, Service Partners, and passionate Fin users with deep knowledge of Fin and Helpdesk.  If you’re passionate about Fin, innovation, AI and automation, now’s your moment to shine.Share your expertise, grow your network, connect with Fin customers & the Fin team, learn from industry leaders — and be recognised as a Fin Expert. Program Rewards:🏅 Certified Fin Expert    🌟 Featured in Hire an Expert   💸 Exclusive access to the Fin Referral Program ​​​​ 🎁 Exclusive Branded Swag    🎓 Invitations to co-host events and earn the Mentor of the Year Certificate   ⚙️ Free testing account for work ​​​​​​ 🔓 Priority access to betas and product roadmap    🔈 Shape the future of Fin through Fin Voice of Expert Your Fin Expert Journey Progress through each rank to unlock the highest level 💡 Innovator Innovators kickstart their journey in the community. Here’s what you get:​​​​ Access to the Beta Group for early access to product betas Exclusive access to the Fin Referral User Group Featured Innovator badge on your profile to showcase your status​​ Share at least 1 Tip on using Fin To qualify: 100 points, 5 answers, 10 replies  🚀 Super User  Super Users lead discussions and support peers. Here’s what you get:​​​​​ All benefits of the Innovator level Invitation to be featured in the Community Spotlight To qualify: 1000 points, 25 answers, 50 replies  🥇 Expert User  Expert Users are our community's go-to authorities. Perks for this level include:​​​​​​Exclusive branded swag Fin Community Expert Certificate Priority access to betas and product roadmap Invitations to speak at Fin Community Events and beyond Shape the future of Fin through Fin Voice of Expert  To qualify: 3000 points, 50 answers, and 100 repliesShare at least one User Tip in the Tips from Expert Users  🎖️ Top Expert  Top Experts are the pinnacle of our community, unlocking exclusive benefits:​​​​​Certified Fin Expert: Badge and Certification Upon Exam Completion Feature in Hire an Expert Invitations to co-host events and earn the Mentor of the Year Certificate Free Fin testing account for work Distinguished Top Expert rank  To qualify: 6000 points, 100 answers, and 200 repliesSuccessfully pass the Certified Fin Expert exam Note: To enhance user experience, some criteria might be subject to change.Fin may withhold rewards in cases of suspicious activity.  🚀 Ready to get started? Submit your application to express your interest in joining the program. Interested in a 1:1 meeting with the Fin Community Lead? DM ​@Dianah Tripac     Start your journey: Answer product Q&A  to earn answers, engage in community conversations to earn replies and collect points with every contribution.   Track your progress: Fin Community → Profile icon (top right) → My Profile to view your points,answers and replies. 📩 Have questions? Drop them in the comments below.Let’s shape the future of Fin & AI — together!  

We just announced Fin Insights: a groundbreaking product that gives you complete visibility into every customer conversation, with AI-powered tools and suggestions that help you monitor, analyze, and instantly optimize your customer service quality.It’s made up of three connected parts: CX Score A breakthrough, AI-powered metric that gives you a complete view of your support quality across every customer conversation—no surveys required.   Topics Explorer Provides an unprecedented view into every customer conversation—organized by topic and sub-topic so you can easily spot patterns, track issues, and take action faster.   Optimize Dashboard A powerful new tool that highlights specific opportunities to improve Fin’s performance, with AI-powered Suggestions that you can instantly action. Check out the details of what we’ve released here 😀

Big day at Intercom. We've released lots of products and a slick new web page where you can learn more!Explore the Fin new releases, available now and in beta. You can also join the webinars to get a deeper look at Fin’s capabilities. Check out New Fin Releases and register for webinar

                             Customer Service Transformation Report Customer service is changing faster than ever. Why? AI has entered the chat – and it’s changing the way support teams work, the tools they use, and what customers expect.That’s why Intercom replaced its “Customer Service Trends Report” with something more fitting: The “2025 Customer Service Transformation Report.”This is your guide to navigating the AI-first era.We surveyed over 2,000 customer service professionals to find out how they’re navigating this transformation – here’s what stood out to me:82% of support teams are excited about working alongside AI. 89% say customer attitudes toward AI have changed in just the last year. Only 20% believe customers have a negative perception of AI. Customer expectations have skyrocketed – 91% of support teams say they’ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.If you’re rethinking how to deliver standout support in this new era, you’ll want to check out the full report.Check out the  2025 Customer Service Transformation Report now.        

If you haven’t already, make sure to request your access to the merge conversations & tickets beta! This is a great opportunity to get access to this most-requested beta and share your product feedback with our team. Why Join?Limited-Time Access: Hurry, access is limited!   Support from Our Product Team: Our product team will assist you in getting access and will actively collect your feedback to enhance the feature.   Community Support: The Intercom Community is here to help you gain access and shape this feature.Join over 200 customers who accessed the beta through the community—you could be next!More details here. 

A very special, limited-time only episode of our Off Script series is now live on YouTube! Two of the world’s most compelling cultural voices – musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry – come together to unpack the profound transformation AI is bringing to our world.From reshaping creativity to rethinking how we build tech, this conversation challenges what we think we know about the future. This unmissable episode of Off Script is only available to watch for 30 days, so be sure to watch it (and share it) while you can over on YouTube. Check out the trailer below: 👀 

 💡 Exciting News!Introducing the Expert Program in the Fin Community!  We are thrilled to announce the launch of our brand new Expert Program, designed for our most passionate and knowledgeable users.By joining, you'll have the opportunity to connect with other users, share your expertise, and gain recognition and earn rewards for your contributions. 🌟 🎁  Check out the rewards for each level 🎁 Join the Expert Program Hub now and start leveraging your knowledge to make a difference! Visit the Expert Program Hub to learn more 🤩   Submit your application to express your interest in joining the program 🚀   Join the Expert Program Welcome Party user group to get started 🥳 

💡 See the latest Product Updates: ✓ Find out how Fin AI Agent is performing in conversations and impacting your resolution rates. 👀 ✓ Changes to your EU/AU hosted workspace - We're expanding the availability of AI features by introducing new hosting infrastructure options tailored to our global customer base. ⚡️ ✓ How to target content at a specific audience, and ensure Fin is able to match content with the right customer. 🎯✓ All the new features and improvements to reporting. Check back here for the latest releases. 🤩 ✓ Automatically match your Help Desk with your computer theme.✨ 

💡 See the latest Product Updates: August Product Updates:✓ Changes to how Custom Data Attributes are created with Intercom  👀✓ Automatically match your Help Desk with your computer theme ✨✓ You can now customize ticket states to help set clearer expectations for customers and improve internal collaboration for teammates. 🤩✓ You can now customize which reports are visible to your teammates in the reporting menu and organize them into folders. 🎯 July Product Updates:✓ You can now choose which Inboxes are shown in the menu by pinning the Inboxes you need, and unpinning the ones you don’t. 📩 ✓ Set up a backup workflow when Fin AI Agent reaches a resolution limit🤩 ✓ You can now control settings for all Intercom features in one place, enabling you to customize your workspace to fit your team’s needs. ⚡️ ✓ We have introduced new Email predicates so that you can better target your email automations. 💪  ​    

💡 See the latest Product Updates: ✓ Gain deeper insights into your data with our new chart visualization options in Custom Reports 📊✓ We have introduced new Email predicates so that you can better target your email automations. 📌✓ Phone Outbound Calling: Now Even Better ☎️✓ Fin AI Copilot - your personal AI assistant for agents in the Inbox is now available for all 🚀 ✓ 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. 👀 ✓ All customers now have access to Fin over Email regardless of the plan they are on! 🤩 ✓ Measure customer satisfaction for Chatbots 🤖 ✓ With Fin AI Agent, you are now able to choose to collect more information when a customer asks to speak to the team. ✨​✓ We have made two new improvements to Custom Answers. 💪   ✓ We have introduced two new improvements to language detection for our automation products – Fin AI and Workflows. ⚡️ ✓Instant resolutions with Fin AI Agent — now on Email 📩 ✓Enhance your Phone customer experience with Callbacks 🎯

In our recent Built for you broadcast we unveiled Fin AI Agent over email, the fact that Fin AI Copilot is now available to all agents with added multilingual and reporting capabilities and the brand new Knowledge Hub. If you missed the broadcast, you can check out the recording here.  We also announced that every agent has free access to Fin AI Copilot in 10 conversations or tickets every month.  Try Fin AI Copilot for free today!  For more information on each of the releases discussed, check out these help center articles: Fin AI Agent over emailFin AI CopilotKnowledge Hub 

 Check out the new collection of AI-themed courses launched by Intercom Academy:The collection includes:Getting started with Fin AI Copilot - so your teammates can respond faster than ever   Getting started with Knowledge Hub - to make sure Fin, customers, and your team always has the right answers   Getting started with Fin AI Agent (updated) - to ensure the best AI experience for your customers                                                         Click here to find out more

Great News! Ticket custom states are now available in open beta! 🥳Get exclusive access to this beta via the Intercom Community and share your product feedback in the comment section below. With this beta, you can customize the names of your ticket states and add additional ones. Tailoring your ticket states allows you to better align with your internal processes, manage customer and teammate expectations more effectively, and create more targeted workflows and views. Request beta access nowFor more information, check out this help doc 💡 Note: Beta requests will be accepted for a limited time only. Don't miss out on this opportunity! 👍 Please allow a few days to get access to this beta after sending the request. You’ll get an email notification once you’ve been opted in. 

 Last time, we had over 5k attendees and incredible chats in the live comments. Register now to be part of the action. What’s in store? Major updates for Fin AI Agent  The latest on Fin AI Copilot  Revealing the new way to manage your content  Learn how Copilot is transforming customer experience The journey to the future of customer service continues 🚀Reserve your seat, grab your popcorn, and we’ll see you in the comments!

💡 See the latest Product Updates: ✓Gain deeper insights into your data with our new chart visualization options in Custom Reports 📊 ✓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. ✨​✓ Triage customers before Fin AI Agent with  this Workflow template💪   ✓Branch on Conversation tags and Remove person tags  ⚡️ ✓Even more Conversations data in API v 2.11 💬   ✓Customers can now find and rate recently closed conversations directly in the Messenger 📈

In our first Built for You broadcast, we unveiled our latest AI breakthrough, Fin AI Copilot. Fin gives every support agent a personal AI assistant in the inbox, that provides instant accurate answers so your team can stop wasting time and focus on what really matters: forging deeper relationships with customers! You can be one of the first to experience this breakthrough feature. Find out more about Fin AI Copilot here and join the waitlist automatically by clicking this link. To learn more about Fin AI Copilot, join the upcoming webinars.

Update 💡 The Merge Conversations & Tickets feature is now in Beta again and our product team is happy to help you get access to it 🤩Once opted in you should see an in app message appear in your workspace confirming you have access and linking to the relevant article outlining how the feature works today.Please feel free to share any feedback with our support team during the Beta; we’d love to hear how you’re getting on and if there are any improvements you’d like to see to this feature in future.Click the link below to request access now.Great News! Merge conversations & tickets feature is now available in beta! 🥳 That’s one of the most requested features in the Intercom Community—and now we are here to help you get access to it! If you’d like to get access to the Merge conversations & tickets beta, submit your details on the link below 👇Request beta access now💡 Note: Please allow a few days to get access to this beta after sending the request. In the meantime, to learn more about the merging tickets and conversations beta, check out this article.