Hey there,

Do you find lots of duplicate conversations appearing in the Inbox from the same user? You can now merge these together into one single primary conversation, and provide your customers with a single place to communicate with you.

Through Intercom’s partnership with Channeled, you can add Slack as a support channel managed alongside all other conversations in the Inbox. Use Channeled to easily configure escalation shortcuts, track performance metrics and customer sentiment, and manage your Slack support in one place.

The best part? Fin can now deliver instant, accurate answers on Slack—expanding your AI-first customer service to even more channels.

The Fin AI Agent report now provides you with deeper insights into customer satisfaction, resolution rates, and Fin’s overall impact on your support team.

Here’s what's changed:

• Monitor Fin’s impact with new involvement charts: See how many conversations Fin is handling, broken down by channel. Identify where Fin excels and where to expand its use.
• Measure resolution trends over time: Track how many conversations Fin successfully resolves and how that changes over time.
• Identify ways to improve your content: See which content drives the highest resolution rates and focus updates where they matter most.

👉 Check out your improved Fin report today.

Test your content readiness by seeing how Fin responds to actual customer queries. Review the sources and settings influencing its responses, and get suggested recommendations to enhance accuracy and performance, ensuring customers get the best possible responses every time!

We’ve made it easier to get up to speed on past calls—no need to sift through full transcripts! Our new AI-generated summaries automatically capture key details from call transcripts and post them to the conversation. This helps your team quickly understand past discussions and follow up with confidence.

To enable transcript summaries, head to Phone Settings and toggle on Summaries under Transcripts options. This feature is subject to Intercom’s Additional Product Terms.

**This feature is temporarily unavailable but will be re-enabled as soon as possible.**
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When sending an email from the inbox you can now:

• See and control who is in the ‘To’ field and who is in the ‘Cc’ field, and
• Put multiple people in each field.

When replying to a customer email from the inbox, the sender of the last message will be in the 'To' field with all other participants Cc'ed. You can change these defaults pending your preferences.

You can now use 'Email Bcc' to trigger a workflow.

For example, if a support email address has been Bcc'd, it can be routed to a particular inbox.

Create custom views, review reports, and gain detailed insights for each of your brands. Now you can:

• Create a custom Inbox view using a brand attribute
• Filter by brand when creating or editing custom reports
• Add brand as a segment in report views
• Search by brand to see all related Messenger and email conversations

Learn more here

Your multi-brand set-up just got a major upgrade: email.

You can now link each email address to a distinct brand and route all your email conversations to the right teammate.

Plus, assign logos and custom signatures per brand, ensuring every customer email reflects your unique brand identity.

How to set up multi-brand email

We’ve released improvements that simplify how you manage brands across Intercom—ensuring you deliver consistent, on-brand customer experiences.

You can now manage settings across multiple brands, product lines or companies from one dedicated workspace:

• Assign a unique logo
• Assign a default branded help center
• Assign a default email and custom signature

Note: If you’ve already created Messenger brands or styles, you’ll now see them represented under brand settings. Your current setup will continue to work, meaning no disruption to your customers.

How to set up multiple brands