CRM

Releases give Fin a separate space to bundle content, guidance, and procedures, preview them, and run Evals before anything reaches customers. Changes can roll out to a share of conversations or a specific audience, and A/B tests compare results against Main Fin.

Evals is now available to every Fin customer, letting teams test how Fin handles realistic multi-turn conversations at scale before a customer sees it. AI plays the customer and acts as the judge, scoring each conversation against the checks you set, and saved scenarios can be rerun after any change.

Teammates can select conversations in the Mentions inbox, or select all, and choose Mark as read from the bulk actions menu to clear mentions. The action runs in the background and only clears the user's own mentions.

Every photo, video, and file from a conversation can now be browsed in one attachments gallery in the Messenger.

Every News site that allows search engine indexing now publishes an RSS feed of its 50 most recent updates, discoverable automatically by feed readers, browsers, and AI tools. It works on intercom.news and custom domains with no setup required.

Fin can now look up customer subscriptions, invoices, and payments and pause, resume, or cancel them with customer confirmation, using ready-made connectors for Stripe, Chargebee, Paddle, and Recurly from the template catalog. In Stripe, Fin can also change plans, apply a retention offer, and issue refunds.

Ready-made data connectors let Fin look up a customer's orders, shipments, refunds and payment history, and check discount codes and gift card balances. Fin can also cancel or update orders, issue refunds and coupons, and update marketing consent.

Every email in the Spam inbox now states in plain words why it was held, and emails can be filtered by reason, sender, or recipient. Marking an email Not spam reports whether the sender was added to Trusted Senders, and Fin AI Agent no longer marks verified Trusted Senders addresses as spam.

Workforce Management can now import a CSV of up to 200 events in one go, covering any mix of teammates, activity types, and time zones, replacing manual entry of each activity. Imported events sync to connected Google Calendars.

Conversations and tickets in the customer support portal now open on their own full-page, shareable screens instead of a floating widget, with ticket details alongside. A new Insights tab shows conversation volume, requestors, and AI topics for the company.