Teammate QA | Fin Product Updates
QA shouldn't live in a separate tool. Now it doesn't have to.
Introducing Customer Service QA at scale: AI scoring and teammate reviews in one place....
CRM
Recent releases from organizations and products in the CRM category.
ThuJun 25, 20261 release
MonJun 22, 20261 release
IVR greeting repeat configurable; speaker diarization improved
Admins can now configure how many times an IVR greeting repeats (one to three) before routing to the default option, and the speaker diarization model used to label speakers in post-call transcripts has been improved. Also includes ten new App Marketplace integrations.
SunJun 21, 20261 release
Help Center and Fin now support even more languages!
You can now create and publish content for your Help Center and Fin in the following new languages:
- Uzbek
- Filipino
- English (Australia)
- Englis...
FriJun 19, 20261 release
Human-in-the-Loop for Fin Procedures | Fin Product Updates
Fin Procedures just got a major new capability - you can now loop a human or an agent into a Procedure mid-flow.
Procedures let you train Fin to han...
WedJun 17, 20262 releases
Fin Product Updates
2 updatesYou shouldn't need a separate agent for sales, another for service, and another for e-commerce.
In this Fin Product Update, Brian Donohue, VP of Prod...
Email is one of the most complex channels to get right with AI. Unlike Messenger, it's unpredictable, noisy, and customers expect something different:...
TueJun 16, 20262 releases
Handle Shopify refunds and compensation without leaving the Inbox
Until now, refunding an order, issuing a gift card, or sending a replacement meant leaving the conversation and switching to Shopify Admin — slowing y...
Introducing Fin for Sales: One AI Agent for the Entire Customer Lifecycle | Fin Product Updates
You shouldn't need a separate agent for sales, another for service, and another for e-commerce.
In this Fin Product Update, Brian Donohue, VP of Prod...
MonJun 15, 20261 release
Google Drive Connector & AI agent context added
New features for Zendesk include a Google Drive Connector for external knowledge sources, allowing content to sync automatically. AI agents can now receive natural-language context for procedures to guide execution. The release also includes updates to Copilot's intelligent triage, a new RAG agent architecture, Voice AI agent tagging capabilities, editable generative procedures, and new apps and themes in the App Marketplace.
SunJun 14, 20261 release
Reset a teammate photo back to the default avatar
Until now, once you uploaded a teammate profile photo you could only replace it, never clear it. You can now remove a photo and return to the default ...
ThuJun 11, 20262 releases
Changelog
2 updatesWhen all your agents are busy, customers used to get no sign they were in line — so many sent repeated "anyone there?" messages while the clock ticked...
You can now create and clone SLAs directly from the SLA settings page, and see which workflows reference each SLA — no need to open the workflow build...
TueJun 9, 20268 releases
Changelog
8 updatesControl who Fin replies to on a crowded email thread
Multi-participant and CC'd threads are one of email's messiest situations. Now you set de...
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 sam...
When customers reach out via WhatsApp, SMS, Facebook Messenger, Instagram, or email, you can now send them a ticket form link directly in the conversa...
Fin follows up over email so resolutions are confirmed
Fin now sends a follow-up email to customers who go quiet, so conversations end in a co...
Previously, file uploads could only be turned on or off for everyone, making it difficult to enforce different security or compliance requirements acr...
Test Fin's email replies before they go live
A way to test Fin's email responses that didn't exist on the platform until now. Compose a test e...
Give email its own guidance and escalation rules
Email, chat, and voice aren't the same, now your guidance doesn't have to treat them the same...
See what Fin filters as spam and tell it what counts
Spam Fin used to close silently now lands in a dedicated view you can review and control,...
