News and Updates

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.

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. You’ll get an email notification once you’ve been opted in. In the meantime, to learn more about the merging tickets and conversations beta, check out this article. 👉  Join the Beta Group to keep up to date with available betas, get early access, and share product feedback.

💡 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 🤩  

💡 See the latest Product Updates:Control your Fin usage with usage notification emails 🤝 Simplified Outbound is now live! 🥳 The State of AI in Customer Service:2023 Report 🎯   Enhance your Help Center with custom fonts 👀 Introducing 2 New features to make your Help Center homepage more personalised 🔥 5 New features to better customise your Help Center 🎊 Enhance articles discovery with Related Articles ⚡️   New Teammate Performance Metrics are now available! 🚀 Customer-Facing Ticket ID: Your customers can now easily refer to their ticket IDs 🪄   Teammates can now see metadata [email headers] on all email conversations in the Inbox 📨 Jira for Tickets app is now available 🤩

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:Meet Fin : Intercom's breakthrough AI bot 🤖 7 new features to better customise your Help Center 🤩 CSV export for tickets is now live! 🥳   Enhance your article reading experience with our new Table of Contents feature More space to build your bots by expanding the visual builder 🤖 🖥️ You can now view potential duplicate users in the Inbox right-hand sidebar New email updates: Better readability & rich content! 🌟 💌   Validate phone numbers captured at source to improve data quality Read and interact with linked tickets more efficiently Easily manage your billing contacts   Improve your article organization with multi-level collections Automate and deflect more conversations over social media, Email and SMS Easily view linked ticket and conversation details in the new side-by-side view   

 🔓AI-powered Inbox features are in open beta for all customers. With a single click in the Inbox, AI-Assist features can summarize long conversations, rephrase responses (including making them friendlier), expand bullet points into full responses – and generate help article content Try them out for yourself – join the beta here Note: You’ll need access to general and security settings to opt-in.  Also, say hi to Fin: our breakthrough AI bot 🤖 Fin is already in production. Powered by Open AI’s GPT-4 and Intercom’s proprietary machine learning technology – Fin can:  Accurately and immediately answer your customers’ questions, helping you reduce support volume and resolution times. Understand complex queries, ask clarifying questions and hold complete conversations in plain English (and more languages soon!). Seamlessly pass more complex questions directly to your human support team.  A bot you can trust, it provides answers based on your help center content only, and links to the source materials it uses. The best part? It requires zero setup – just point it at your help center and turn it on.We’ll be recruiting beta customers soon. Join the waitlist hereLearn more about Fin 🤖  

Welcome to the Intercom Community! 👋  Here is a welcome message from Des, Co-founder of Intercom 🤩How to make the most of your membership?Access the Product Q&A -Ask questions and hear back from other users and the Intercom Team.   Discover useful tips and workarounds from expert users and the Intercom Team.   Join User Groups to connect with like-minded users.   Visit the “Product Wishlist” page to share ideas and upvotes.   Access the Fin Sub-Community to learn, share feedback and connect with Fin Users and the Intercom Team. What are the most popular User Groups to join?Tips, Tricks and Workarounds - Join the conversation to get inspired and ask for advice.   Connect with the Intercom Super Users - Ask Expert users for advice and feedback.    Fin User Group - Connect with Fin Users, learn, get advice and exchange feedback.   Beta Group - Keep up to date with available betas, get early access, and share product feedback. This is a private group for Intercom customers only.  Ready to join and unlock your free membership benefits?Join the Intercom Community Join the Welcome Party and introduce yourself

Finally - an interview with Support leaders, for Support leaders 🙌 Check out my first Response Time interview now live on on our blog where I ask the important questions no one else will....like which celebrity would be great at your job? What words make your skin crawl? And is a burger a sandwich? And if you fancy being featured in a future edition, just fill out this form and I'll be in touch 🙌

💡We are getting ready to migrate our current community to a brand-new and very shiny community platform in a few weeks' time! 🤩 There are a few important updates to expect over the next few days: The current community will be on read-only while we finalise the move. It means that you will still be able to access the platform but won't be able to post any new questions or content. More details about the exact dates to come. During the migration process, we will replace all our members' current user nicknames with first names only ( no surnames). You'll be able to change your profile details once we switch to the new platform. We aim to transfer all the users' reputation points so that you don't have to start it all over again.  We are super excited to take our Intercom Community to the next level! Also, we are super proud to have you all as part of our community! LET'S GO!!!  

You might have noticed changes in your Intercom Inbox as we’ve shipped lots of updates recently. We’ve refreshed our content on Intercom Academy to reflect this so you have all the knowledge you need to be a modern support expert. Introducing Provide a great customer support experience with Intercom, a three-part course that looks at:An overall introduction to IntercomAn overview of the InboxA deeper look at responding to conversations You can choose to take some or all three courses (this will take 60 minutes) by clicking ‘Get Started’ on Academy here. If you’re comfortable with the Intercom platform already, course three might be most helpful to you as we look at the new Inbox layout and shortcuts. If you complete the course, we’d love to know what you think! Feel free to start a new conversation with us on Academy. Know someone who would benefit from this course? They can get started by signing in here. 

Hey folks, missed our first Virtual User Group? Then feel free to watch the recording and stay up to date with product updates and some amazing insights from Logik Systems, TeleTracking Technologies, and Dental Intelligence 👀  Watch the recording 🔓

The Intercom Customer Service Trends Report is back! Join us on February 8th as we launch the Intercom Customer Service Trends Report 2023, where we’ll reveal the top 5 trends changing the support game this year. Plus, you’ll hear from customer service industry leaders on how they’re navigating the challenges and opportunities of the year ahead.  In addition to detailing how customer service is evolving, we'll cover investments and strategies for: Boosting customer service efficiency and support team morale with modern technologyMaking your support tech stack more cost-effective, efficient, and powerful to weather the economic stormMeeting customer expectations with frictionless, personalized support Register for EMEARegister for NAMERRegister for APAC 

Monthly Product Updates! 👀 📤 New Email Improvements 🎯 Filter your audience by CVS files ✅ Sync lead and contact data in bulk with our Salesforce app  🚀 Manage News items and feed on API 2.7 💡 The inbox of 💙 is now available in the Next-Gen Inbox  

You are invited to our first Virtual Intercom User Group event on Wednesday the 25th of January (10am-12pm PST)! This is your chance to connect with your community of Intercom users all across the US in real time and learn how to get the most out of Intercom while learning about new product releases and our plan for 2023.  Here’s what we have planned: 👀 First look at our latest product roadmap and our plans for 2023🎯 Deep dive into Intercom’s recent product releases: new Messenger, Tickets and Checklists💡 Customer-led breakout sessions on how to get the most out of Intercom’s Customer Support solutions Join the Virtual User Group event here