Intercom

Fin Memory gives the AI agent persistent context — past conversations and personal details carry forward across channels so customers never have to re-explain.

Fin handles complex flows without a human handoff. A new Wait for Webhook step lets Fin pause mid-procedure while a customer completes an action in an external system — a payment, identity check, or account link — then resume automatically once confirmation arrives. If the external system does not respond in time, Fin escalates to a teammate so the customer is never left waiting.

Telegram and voice input joined the channel roster. Customers can now reach support through Telegram, with text, photos, files, and voice notes routed straight into the inbox alongside every other channel. In the Messenger, customers can also dictate messages by voice — transcription drops into the composer for review before sending.

Phone operations got more control. Agents can verify caller identity with a one-time passcode mid-call, upload custom hold music per queue, and display a verified business number as the outgoing caller ID. Call coaching lets supervisors listen silently, whisper guidance, or join as an active participant. Answered, missed, and abandoned call counts now appear in Custom Reports alongside per-teammate breakdowns.

Routing and workload management became more granular. Skill-based routing matches conversations to the best-qualified available teammate; per-channel assignment limits set separate caps for email and Messenger; wrap-up time — previously phone-only — now applies to chat and email too.

Bulk inbox actions scale to any search result. Selecting all conversations matching a filter in one click, then closing, assigning, or changing ticket state across the entire set runs in the background with a completion notification.