Intercom

Recently shipped Fin Voice procedures and a batch of macro upgrades.

Fin Voice procedures turn plain-language descriptions into working phone flows. Operator, Fin's agent for customer operations, drafts the steps — including what happens when no order is found or a call needs a human — and you test and approve them before any caller reaches them.

walks through the build and the call. Fin Memory still carries customer context across conversations.

Macros absorbed the work teams used text expanders for. Fill-in fields (text, long text, choice; optional or required) prompt for details and drop only the finished reply into the composer, with a live preview. Macros can now be applied while creating a ticket, so the message becomes the first reply or note and follow-up actions run automatically.

Inbox hygiene got several fixes.

• Duplicate user profiles merge from the conversation sidebar, with a preview of everything that moves and a new permission controlling who can merge; the REST API supports it in preview.
• Teammate avatars appear on rows in Table view to prevent duplicate replies.
• Code in conversations renders in a scrollable block with syntax highlighting, line numbers, and one-click copy.

Phone and reporting gained visibility. Outbound calls that don't connect now show a specific reason — invalid number, line busy, declined, blocked by carrier, or region not permitted. Reports' custom metrics let teams filter built-in metrics or divide one by another, calculated across full history. Tooltips can be sized Small, Medium, or Large for accessibility, and Shopify replacement orders can ship to a newly typed address from the inbox.