You can now add multiple metrics to charts in Custom Reports, enabling you to:

• Efficiently compare several metrics within a single chart visualization.
• Draw quicker, more meaningful correlations and insights from your data.

To explore this new feature, navigate to the Chart Builder in Custom Reports or click the button below to learn more.

Our new chart definition tooltip in Custom Reports offers clearer insights into how each chart is built. It shows the date range, timezone, report-level filters, metrics with their filters, and descriptions.

To explore this feature, look for the info icon in your Custom Reports or click below to learn more.

We’ve made a change to how Custom Data Attributes (CDAs) can be created in Intercom.

CDAs can no longer be created via the following methods:

• Web Messenger API
• Android Messenger API
• iOS Messenger API

This change does not affect updates to existing CDAs, it only applies to CDAs in a messenger payload that don't yet exist in your workspace.

The methods available for creating CDAs in your workspace can be found by following this link.

This change will give you more control over what CDAs are created in your workspace.

Match your Help Desk with your computers theme with Match system! Match system will detect the theme you’re using on your computer and automatically match the Help Desk theme to it. To use Match system, click on your avatar in the bottom left corner of the screen, select ‘Theme’, and then select ‘Match system’.

You can now customize ticket states to help set clearer expectations for customers and improve internal collaboration for teammates. In ticket type settings, you can:

• Customize states for every ticket type
• Add additional states
• Assign different labels for customers and teammates

You can now customize which reports are visible to your teammates in the reporting menu and organize them into folders.

Simply click the 'Edit sidebar' button at the bottom of the menu, and you'll be able to customize which folders are shown. The three dots icon next to the folder's name will allow you to add and remove reports, including custom reports.

You can now choose which Inboxes are shown in the menu by pinning the Inboxes you need, and unpinning the ones you don’t. Simply click the Edit sidebar button at the bottom of the menu, and you’ll be able to customize which Inboxes are shown, alongside Folders and Custom Folders.

You can pin and unpin: Your inbox, Mentions, Created by you, All, and Unassigned

We've introduced a new Workflow action called “Resolution limit reached” that can be used to trigger a backup workflow once your Fin AI Agent usage limit has been reached. There are two ways to set this up:

Use case 1: Workflow branching

Create a workflow branch with the “Let Fin answer” step as one branch path, and the new “Resolution limit reached” action as the other path.

Use case 2: Audience targeting

Use the new action in the Audience panel. This workflow will trigger once the usage limit has been reached.

Note: this is available to customers with access to the Workflows product.

You can now control settings for all Intercom features in one place, enabling you to customize your workspace to fit your team’s needs.

Here’s what’s new:👇

• Access your Settings by clicking on the wheel icon in the left-hand navigation bar
• Effortlessly find specific settings or features using the Search bar
• See all your settings for workspace, channels, helpdesk and more in one unified view on the Home screen

Learn more about the new settings update in this article.

We have introduced new Email predicates so that you can better target your email automations:

• Email Recipient: use this predicate if you want to target any email address(es) users add to the "To" or "Cc" fields
• Email To: for targeting email addresses users add only to the “To” field
• Email Cc: for targeting email addresses users add only to the “Cc” field

With this, you can:

• Define the audience you want to target for your automation to ensure that your automations only trigger in the intended scenarios.
• Create branches within Workflows to trigger conditional logic

Here are some examples of how you can use this:

1. Ensure Fin only replies when your support team has been emailed directly, and not just Cc’d

2. When your support team has been cc’d to an Email, you can enable Fin to reply to these emails by using Email Cc in audience targeting; you can instruct Fin to wait for some time before replying to give your teammates a chance to reply first.

3. You can also use these predicates as branches within a workflow. In this example, Fin replies immediately if the support email address is present in the To field, but waits for one hour before replying if the address is only in Cc.