Intercom

Over the past month we've delivered complete control over your conversation quality in Monitors, launched the best-performing model for customer service in Fin Apex 1.0, shipped Fin CLI for autonomous setup through your Agents, updates to Procedures, Helpdesk, and more. Here's the full rundown, with real demos and why each change matters for your team and your customers. → Fin Apex 1.0 (1:00) - Our first custom model, purpose-built for customer service. Apex 1.0 outperforms every frontier model on resolution, hallucination, and speed. → Monitors (3:10) - AI-powered QA that automatically reviews @Fin_ai 's conversations so you catch issues before they reach more customers. → Fin CLI (6:21) - Brian shows how AI coding Agents can now set Intercom and Fin up autonomously, from install to live. → Procedures (8:43) - Introducing updates including versioning, rollbacks, and failure reporting. → Fin over Discord (10:45) - Built specifically for how support works in Discord. Public answers, private threads, and control over what Fin answers (or doesn’t) → Intercom Helpdesk updates (12:21) - Workflow version history, changing ticket types, and WhatsApp voice note replies. Everything shown is ready to use – watch Brian D and Brian S show you what’s new:

Watch the full Intercom 2 announcement here: intercom.com/intercom2

Last week we launched Intercom 2. Intercom 2 includes over 60 updates across the inbox, automation, and support team workflows. It’s hard to pick favorites, but here are two that make a real difference in our support team's day to day: You can now run side conversations in Slack, so you can loop in other teams you work with, in whichever tool they work in—like Slack. And if you ever hit send too soon (or send the wrong thing), you can delay or undo those messages before they reach the customer. Here, Brian and Laura walk through these updates, and why they matter.

Stay up to date on all of Fin's product updates here: fin.ai/updates

Support doesn’t live in one place anymore. Fin doesn’t either. More and more support conversations are happening inside community channels like @Discord, where conversations are public, fast-moving, and shared. Now, @Fin_ai is built to work natively in that environment, with control over when it steps in and the ability to move conversations to private threads when needed. Check it out below.

Learn more (and try Fin for Sales for yourself) here: fin.ai/sales

At the Fin x Attio event last week, Rat demoed @Fin_ai for Sales live on stage. In under three minutes, Fin engaged a prospect, guided them through product discovery, qualified them as a high-fit lead, and booked a meeting. Fin for Sales brings Fin to the very start of the customer journey, engaging buyers at the right moment and ensuring the best opportunities reach your team. It performs like your best rep, at scale: handling multiple conversations at once, 24/7, in every language. Watch Rati take a prospect from first question to booked meeting in a single conversation. Or go to the link in the comments and talk to Fin to experience it for yourself.

Learn more, and watch the full Intercom 2 announcement here: intercom.com/intercom2

Yesterday we launched Intercom 2. Intercom 2 is the helpdesk for the AI era, with 60+ updates including smarter workforce management, real-time issue detection, and seamless AI and human QA. Here Paul Adams, our CPO, explains it in 28 seconds.

SaaS is dead. Long live SaaS. In the age of AI and agents, most software companies are still clinging too tightly to their past. Their demise will come quick if they do not embrace and build the technologies that are destined to disrupt them. However those who have already done so must recognize the reality of the world we still live in today. That world still has the majority of its work done by humans who still need workflow tools and technology to get their work done. While we pivoted hard to AI and agents with Fin, which will become the majority of our business quite soon, we recognize the importance of the software our customers use and so have also decided to double down on our investment in Intercom, the world's best help desk and customer service system for how customer service is done at this age. We've reinvented it and rebuilt it to work perfectly alongside your new customer agent systems and we're announcing 60+ new customer features that comprise Intercom 2 today. intercom DOT com SLASH intercom2

Learn more about Fin for Sales here: fin.ai/sales

Getting started with AI in sales shouldn’t take months. Last week in London, @attio shared how they got @Fin_ai for Sales up and running fast: ➤ Playbooks created in minutes. ➤ Content synced right away. ➤ A working version ready to test within an hour. From there, it took just a few weeks to go from internal prototype to a fully live, customer-facing experience. That's when the real work started: refining, testing, and shaping it into a fully battle-tested version. Listen to Will Jones explain how they did it below, and see what it looks like to go from idea to production, fast.

Read the Sales Agent Blueprint here: fin.ai/blueprint/sale…

We just published The Sales Agent Blueprint. We wrote the original Service Agent Blueprint to give support teams a clear path forward with AI. Sales teams need the same thing now, so we made it. It’s a map for sales, revenue, and AI transformation leaders who want to deploy AI for inbound sales and prove value. Part 1, "Launch it," is live now. It covers: -> What a Sales Agent is and how it works -> How to build a business case and get buy-in -> A five-step evaluation framework -> A deployment plan to get live fast -> A repeatable process to improve performance after launch Part 2, "Scale it," is coming soon. Link in the replies 👇

Learn more at fin.ai/sales

4. Fin closes like your best sales rep Fin closes opportunities by guiding qualified buyers to the right next step — booking meetings, starting trials, or handing off to sales with full context.

Last week we announced @Fin_ai for Sales, the first new role for Fin. See the 🧵for 4 examples of what Fin for Sales can do 👇

Learn more about Monitors here: intercom.com/blog/announcin…

Manual QA is broken. It’s slow, reactive, and only ever looks at a small slice of your conversations. That’s why we built Monitors, an always on QA system that evaluates every conversation across @Fin_ai and your human team. It scores quality against your standards, with human review layered in where it matters. Learn more about it below 👇