Recent releases from organizations and products in the CRM category.
AI translations are now generally available for messaging and chat, completing channel coverage. Voice AI agents gain a testing widget, full call recordings in Agent Workspace, and mid-call text/email messaging. Fixed a bug causing increased user token invalidation and logouts, plus web crawler limits raised to 50 per account.
Merging a duplicate lead into a user permanently deletes the lead profile, and until now teammates confirmed that merge without seeing what it would c...
Some customers' security policies require us to hold their data for less time than our default. You can now reduce a workspace's data-connector execut...
Until now, customers were notified about every ticket state change — teams with multi-step workflows told us this felt like notification spam. You can...
Until now, routing work by channel meant spinning up a separate inbox for each one — so teammates who focused on phone or email couldn't share a singl...
API tokens unused for more than 30 days auto-deactivate, and those deactivated for over 60 days are deleted. Enhanced session security rolled out to all accounts. Live call transcripts are now available in Agent Workspace for Voice and Contact Center customers. Also: callouts, tabs, and accordions render in article previews; web crawler limit increased to 50; Android SDK targets Android 17 with compileSdk 37.
The best support feels like talking to someone who knows you. Now Fin does.
Brian Donohue, VP of Product at Fin, sits down with David Brablec, Produc...
Copilot intelligent triage, which auto-classifies tickets by topic, sentiment, language, and entities, is now included at no extra cost in Suite and Support Professional plans and above. Views now auto-refresh every minute, authorized users can submit service catalog requests on behalf of others, and AI agents migration brings infrastructure changes for customers who purchased the add-on before March 10, 2026.
Your customers are already on Telegram — now your team can be too. Connect your Telegram bot to Intercom in a few clicks and manage Telegram conversat...
Clearing a large backlog used to mean selecting conversations one page at a time — scrolling, checking boxes, and repeating for thousands of rows. Now...
When converting a conversation into a ticket — or creating a linked back-office ticket — the form now opens pre-filled with details from the conversat...
Supervisors can now silently monitor and barge into agent calls. The Android SDK will require a minimum API level of 24 (Android 7.0) in its next major version. Also added auto-accept calls on PSTN lines, Jabra headset controls, browser notifications for voice calls, and agent log downloads.
Until now, if a Procedure depended on an external system — an identity check, a payment, a bank linking flow — Fin had no way to wait for it. It eithe...
Every click in the classic Help Center reloads the full page, and there's no easy way to move between collections — so customers spend longer finding ...
Until now, starting a conversation with Fin meant typing out your whole question. Now you can dictate your message by voice — in both the Messenger an...
Fin for Sales can now book qualified meetings directly via Chili Piper, without the lead ever leaving the conversation. Chili Piper joins Calendly and...
Snoozed conversations slip out of view, and it's hard to know how long they sit parked or how much that inflates resolution time. Two new metrics in C...
Contentful and Jira are now available as knowledge sources, and a conversational help center experience (EAP) launches with the Lisbon theme. Agents can now change incoming call ringtones and volume, and auto assist can generate suggestions from external sources and similar solved tickets.
You can now verify any business phone number you own, including numbers that can't be ported in, and use it as the caller ID your customers see on out...
Phone is where your hardest support conversations happen. It's live, it's personal, and there's no undo button.
Stephen, Senior Product Director at F...
