Intercom Release Notes

Fin now sends a follow-up email to customers who go quiet, so conversations end in a confirmed outcome.

1. Closes the loop: Fin checks whether the issue was resolved, confirming the outcome rather than assuming it.
2. Surfaces the unresolved: Customers whose issue wasn't really solved get a natural opening to speak up.
3. Fully configurable: Set the delay anywhere from 1 hour to 30 days (24 hours by default), or turn follow-ups off entirely.
4. Works where you work: Configure in Workflow Builder or Simple Deploy, across Email, Zendesk, Salesforce, Freshdesk, and HubSpot.

Spam Fin used to close silently now lands in a dedicated view you can review and control, and you can teach Fin what spam means for you.

1. Full visibility: Flagged conversations appear in a dedicated Spam view, each with a short note on why Fin flagged it.
2. You stay in control: Mark false positives as "Not spam" to re-engage Fin, or flag spam yourself from the conversation header.
3. Self-correcting: If a genuine customer follows up on a flagged thread, Fin re-evaluates and clears it automatically.
4. Your rules: Tell Fin in your own words what counts as spam, so its effort goes to real customers.

A way to test Fin's email responses that didn't exist on the platform until now. Compose a test email, watch Fin reply in a real threaded view, and tune your guidance before a single customer sees it.

1. Full compose flow: Test with To, From, subject, rich-text body, and attachments — just like a real email.
2. Real conversation view: See Fin's reply in a threaded stream and continue the exchange across multiple turns.
3. Preview as anyone: Test as a preview user, a specific user or lead, a new lead, or an audience segment.
4. Built for every workspace: Pick a brand on multi-brand setups, restart anytime, and preview across Content, Guidance, Workflows, Deploy, and more.

Until now, banners only appeared in the web Messenger, so if you run a native mobile app, a kiosk, or an embedded tool, you had no way to show the same targeted messages there.

The new Banners API lets you fetch the banners a contact matches and display them on any surface you build, using the same audience targeting that already powers your web banners. Dismissals stay in sync across surfaces, so a banner someone dismisses in your app also clears in the Messenger, and the reverse.

Call one endpoint to retrieve a contact's banners and another to record a dismissal, and you control how they render.

Multi-participant and CC'd threads are one of email's messiest situations. Now you set deterministic rules for exactly how Fin behaves.

1. Decide when Fin replies: On a multi-participant thread, Fin can respond by default or stay silent when it's only CC'd.
2. Decide who Fin replies to: When Fin does respond, it can reply to everyone or only to the sender.
3. Protects sensitive data: Keeps Fin focused on the intended customer and reduces the risk of data reaching the wrong inbox.
4. Safe by default: Your current setup is preserved, so nothing changes until you opt in. Available under Deploy → Email and the "Let Fin handle" workflow step.

When customers reach out via WhatsApp, SMS, Facebook Messenger, Instagram, or email, you can now send them a ticket form link directly in the conversation. Customers tap the link to open a branded web form where they fill in the required details — no need to leave the conversation or switch channels.

• Works across 5 channels — WhatsApp, SMS, Facebook Messenger, Instagram DMs, and email
• Same form experience as the Messenger — including conditional fields and file uploads
• Automatic status updates — customers receive ticket progress notifications in their original channel

Your workspace name often doubles as an internal label, carrying things like an environment suffix or a region code that aren't meant for customers. Until now the only way to change what customers saw was to rename the whole workspace, which changed it for your team too. Now you can set a separate customer-facing name that appears to customers in Messenger, emails, and SMS, while your team keeps seeing the internal name everywhere they work.

Set it in Settings > General, just below your workspace name, and leave it blank to fall back to the workspace name automatically.

Fin can be used as a Service Agent on top of HubSpot and Freshworks, meaning you can use the world’s best Agent without migrating off your helpdesk.

Today, we’re announcing that Fin can be used as a Service Agent on top of HubSpot and Freshworks, meaning you can use the world’s best Agent without migrating off your helpdesk.

Hubspot and Freshdesk customers can now:

• Get Fin live, integrated, and working seamlessly in less than an hour
• Delivering a 76% average resolution rate
• Across all customer channels (voice, email, chat, social, and more)
• Resolving complex queries that require reading and writing to third party systems
• With everything fully configurable to follow the unique policies of every individual business.

Our very visible commitment to being open

Today’s announcement is a deepening of our commitment to build an open platform that is customer first.

We’ve long known that businesses want flexibility in how they configure their customer-facing tech stack. Since the very beginning, we have built Fin as an open platform, with APIs, MCPs, CLI, and opening up access to Apex, our proprietary trained model that delivers best in class performance.

To make things easy for our customers, we have extensive public documentation of our product on our website, in our help center, and in our developer docs. We are the only Agent company in our space to do this, others hide most details behind sign-in screens, which we don’t believe is the right thing to do.

Open Agent platforms will win

We now believe our category has reached a stage where customers demand open platforms, that those who open up are more likely to win, and those who remain closed and protectionist will accelerate their demise.

We are operating in a fast changing world, and customers do not want to be locked into a single vendor or closed ecosystem. They want the ability to experiment, to swap things in and out, and move everything with ease, technically and commercially.

In an open world, the best product will win

In a world where businesses can easily swap vendors, the best product will win. We are happy to compete on that front, confident that Fin delivers the best customer experience and the highest performance.

If you are a Hubspot or Freshdesk customer, you can now have Fin integrated and live within an hour, without needing any help from us.

We’re here if you want us, but as part of our commitment to building an open platform, we’ve designed everything to be self-servable, and you can get started right here or watch a quick demo of how everything works below:

• Fin for Hubspot
• Fin for Freshdesk

You can now configure up to 10 additional translation languages in the Inbox (previously two), and translate conversations that are already in your workspace's own default language.

Translations for additional languages are now generated on demand — when a teammate who reads in that language opens the conversation — so you get far broader language coverage without translating every message into every language up front

A new Language menu in the conversation header lets teammates see all translations generated so far.

Announcing Fin Voice 2

Announcing Fin Voice 2, a major upgrade to Fin Voice with over 20 new features, and our first product built on Apex Flash.

When competing in business, you have two choices. Try to win the game your competitors have chosen to play, or play a different game.

In our category, which we call Customer Agents, our well-financed competitors have made generous use of fabricated demos, particularly when it comes to their voice technology. Voice is just extremely hard. And while we all know that the future of customer experiences will be Agent-driven voice, we’re not there yet today. How many times have you called a business and spoken with a modern AI Agent? The technology is not generally in the wild because it’s just not been ready. That changes today. And because we finally reached a level we’re proud of, we’re going to play a different game. No smoke or mirrors are required. We’re sharing a live demo of our tech for the world to see and it’s very, very good.

For those still reading let me give you some context on this new product and explain what makes it so special.

Yesterday we announced Apex Flash, our newest and fastest model yet, and one we built for the unique demands of low latency channels like voice. Today we’re announcing Fin Voice 2, a major upgrade to Fin Voice with over 20 new features, and our first product built on Apex Flash.

Here are three things you need to know:

First, thanks to Apex Flash, Fin Voice 2 is now the fastest, most natural Agent for phone, with higher resolution rates and customer satisfaction scores than ever before. Apex Flash is trained on millions of customer experience interactions, fine tuned for customer service, and can be configured to understand all your knowledge and follow all your policies. This means Apex Flash delivers higher resolution rates whilst being significantly faster, delivering the best of both worlds.

Fin Voice 2 is the fastest and most natural voice agent because it was built in a superior way. Most voice AI products are slow because they convert speech to text, send it to a general model, get a text answer, and then convert it back to speech. Fin Voice 2 was designed to work differently, separating the real time layer that handles speech processing, and the layer that generates answers. It is purpose built for the demands of customer service on voice.

Second, Fin Voice 2 can handle all your complex queries, for example taking actions in external systems, verifying callers’ identities, processing refunds, booking appointments, and so much more. Phone is a high stakes channel, and Fin can very naturally deal with customers in many different emotional states, adapting when their emotional state changes. Fin will clarify when needed, and confirm key details before taking action. Most of the time, Fin can resolve the query in full, and when it can’t, it seamlessly hands off to the human team, maintaining full customer context and history. Fin Voice 2 has multiple improvements to call quality, and can call proactively to follow up with people who have unresolved queries.

Third, Fin Voice 2 gives you total control, with the best tools in the industry to configure and manage how Fin behaves. We’ve shipped even more rich, detailed insights into areas like call behavior and quality, the most common topics of calls, and one-click recommendations to improve. As with everything in Fin, you can fully self-serve and then manage it all with ease, without requiring professional services. Other companies will only let you set up their voice agent under their supervision, meaning you need to contact them to change anything. With Fin, we give you everything you need.

If you’ve not yet tried the demo, go check it out. Or just wait a bit and you’ll likely end up speaking with it at your favorite brand soon.