News and Updates

                             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 Intercom 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. 🌟 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.

💡 See the latest Product Updates: ✓Boost your chatbot resolutions with our new report 📈 Our new 'Unresolved questions' report allows you to gain insight into the questions that are unresolved by Fin. 💪   ✓ You can now duplicate a Custom Answer as a reusable workflow—making it faster than ever to build great automations. ⚡️ ✓Fin now supports your customers in 45 languages  🪄 ✓Unlock new levels of customization & insights with enhanced chart features in Custom Reports 📊  💡 Check out the 2023 Look Back - top product releases & updates

💡 See the latest Product Updates:✓See who created conversations and tickets 👀✓ Trigger a Workflow on conversation assignment changes✨✓ Tracker tickets can now be used in Workflows and a more intuitive ticket workflow set-up 💡 ✓Your Intercom reporting data is now organized into various reporting datasets.  🚀✓You can now link items in bulk to a Tracker ticket, instead of having to manually link them one by one. 💪   ✓Introducing a New Chart Drill-In Feature for Enhanced Analysis Help Center Settings navigation has been updated!⚡️✓ Fin now asks smarter clarifying questions in customer conversations 🎯✓ You can now choose how Fin shows up when a customer starts a conversation 🎉 ✓You can now include any reusable workflow as part of a Custom Answer—making it faster than ever to build great automations.  🪄✓Automatically convert your conversations into tickets 🎟️  

 👀 See the latest Product Updates: ✓ Quickly find tickets and conversations you created 🔍 Now you can see any tickets and outbound conversations you’ve created quickly and easily in the left-hand side bar. This will help you:Save time searching for items you’ve created, even when they’re assigned to someone else. Have greater visibility over tickets or conversations you started. Follow up on any conversations that might still need your attention.Read more about how it works here ✓ Boost productivity with better insights through our new Team Performance Reports!⚡️ We’ve redesigned our Team performance report to give you a more comprehensive and accurate understanding of performance for both individual teammates and your team's inboxes. What’s new:Enhanced Teammate Metrics: Our updated Teammate Performance report offers a more precise view of each member's contributions, focusing on the most relevant data. New Team Inbox Report: Discover your team's efficiency in handling customer queries with insights on response times, issue resolution, and inbox management. Improved Data Filters: Dive deeper into your data with new filtering options and more attributes.Take a look 👀   

 Our 2023 look back is here, a recap of the top product releases this year 👉 Beyond launching Fin, our game-changing AI chatbot, we made some huge updates to ensure Intercom delivers as your complete customer service platform. We’ve made big changes to the help center, innovated and upgraded tickets, and also re-imagined automation with the launch of workflows. Let’s dive in below. 2023 Look Back- top product releases and updates:Fin AI Chatbot — Meet Fin — a breakthrough AI Chatbot.Fin is our breakthrough AI chatbot. Fin automatically solves customer issues with safe, accurate, and conversational answers based on your support content. Resolve up to 50% of support volume instantly, unlock 24/7 support, and deliver CSAT-boosting service—fast. Fin AI in the inbox — your team’s new AI assistant. Fin AI in the inbox empowers your team to summarize conversations, compose personalized replies, and automate tasks instantly – so they can provide fast, consistent, personalized customer experiences. Tickets — Better tickets for your team and your customers. Resolve tickets more efficiently with a redesigned ticketing system optimized for team collaboration and real-time customer updates. Workflows — Automate repetitive tasks at scale with Workflows. Build powerful automations for customers and teammates with no-code building blocks such as bots, triggers, conditions, rules, and Fin. Help Center & Articles — Help your customers help themselves. Deliver help content to customers – and scale your support – with our integrated and highly customizable help center. What's changed in Articles? We've added 40+ new customization abilities and tools for your Help Center and knowledge management.  

💡 See the latest Product Updates: ✓ Improved path linking in Workflows 🙌✓ You can now automatically post AI summaries to conversations using Workflows!⚡️ ✓SLAs now work for both conversations and customer tickets! Hit your resolution time targets with  new SLA updates 🎯✓ Say goodbye to laboriously typing out your ticket title and description and let Fin AI autofill do it for you 🎉 ✓Make it your tone, translate and spell it right with Fin AI Compose  🪄✓Support your customers with Fin in 45 languages- join the open beta 🤩  

If you missed “The Evolution of Ticketing in an AI-First World” event, you can now watch the recording! 🤗Join us as we dive into: AI’s impact on the function of tickets in customer support The next era of ticketing systems   Strategies for categorizing and navigating diverse ticket types How to build a seamless ticketing experience for your organization Plus, hear how Culture Amp transformed their approach to customer support by shifting to this new paradigm of ticketing from Jared Ellis, Global Director of Product Support at Culture Amp.

💡 See the latest Product Updates:✓ Automate Jira Issue creation using Workflows & Actions ✨✓ Start a conversation with external partners from within the context of a conversation or ticket 🚀✓ Give your customers a  centralized view of their tickets with the tickets portal 💪  ✓ Help Center Settings navigation has been updated!⚡️✓The Manage Redirects feature in the help center has been improved to give you full control over your redirects 🎯✓ Automate GitHub Issue creation using Workflows & Actions 🎉 ✓Customize the Start Conversation button in your Messenger  🪄✓Style your Help Center with new customization features- footer templates and custom font upload 🤩  

Now you can visit the Fin Community to join events, share Fin feedback and tips, connect with peers & the Intercom team and more!Check out the NEW Fin Community

💡 See the latest Product Updates:✓ Generate more accurate insights with advanced filtering in Custom Reports ✨✓ Speed up your response times using  AI assist in the inbox 🚀✓ Measure your customers’ satisfaction with Fin conversations 💪  ✓ Enhance brand experience with new Multi-Help Center updates ⚡️✓ Support your customers with Fin in 8 more languages—with no extra setup required. Join the open beta 🎯✓ Better tickets for your team and your customers  🎉 ✓ Give your customers full transparency on ticket updates through improved ticket email notifications. 🪄✓ Enhance your Help Center's appearance with new templates for collections.!🤩  

💡 See the latest Product Updates: Increase Fin resolutions with conversation snippets 📥   Unlock the power of workflows for Fin . We've updated the "Let Fin answer' block in workflows to give you more control over it's behaviour and handover. 💪    Tailor workflows based on team's capacity. You can now direct conversations in workflows based on whether or not your team has the capacity to deal with them ⚡️    Fin is now streaming AI answers in the web Messenger! With the AI answer streaming, Fin got a whole lot faster 🚀   Reporting Navigation has been updated   🎉   Personalize your Help Center more by creating a unique style for individual collections 🪄   Now you can Demo Fin before you set it live with the new Fin Setup & preview page feature!🤩    

💡 See the latest Product Updates: Manage your global teams more effectively with the New timezone setting for Custom Reports 🥳   Automatically redirect URLs with Zendesk Articles migration 🎯   With Multi Help Center-  you can now create and manage multiple Help Centers for your various brands from a single workspace, eliminating the need to use multiple workspaces 👀   Get organised with flexible inbox sidebar folders 💡   Reduce duplicate conversations with updates that help you manage external participants and conversation history for emails 📨   Introducing Fin PDF Uploads  🎉   Set hard limits for Fin resolutions 🚀   Customize your Help Center further with 2 new features🪄   You can now export all of your customer conversations data to Amazon S3 with Data Export ⚡️   Introducing Snippets – a new text content source for Fin 🤩