Intercom Phone | Fin Product Updates

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 Fin, and Artem, one of the engineers who built it, walk through nine updates shipped to Intercom Phone. These give you more control over how calls are handled, more tools to support your team while they're live, and better data to understand how your phone channel is actually performing.

What's covered:

Caller verification: drop-in one-time passcode (OTP) verification step for your workflows that confirms a caller's identity before they reach an agent, plus the ability to capture account information and pass it directly to the agent before they pick up.

Custom hold music: Upload multiple audio files and control exactly what customers hear while they wait, shuffled and looped on your terms.

Call coaching: Listen silently on live calls, guide agents in real time without the customer hearing, or join as an active participant when a call needs a supervisor.

Performance management: CSAT collection on outbound calls, speed of answer SLA reporting, average handle time reporting, voicemail detection, and customer-controlled call recording consent.

All of it is live now.

Discover what Fin can do for your business.

🔎 Learn More Explore Fin → https://www.fin.ai

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