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Intercom
Intercom releases major Fin updates: procedures, voice improvements, and Shopify integration
· releasefeatureapiintegration · intercom.com ↗

Procedures and Simulations for Complex Workflows

Intercom addressed a critical gap in AI customer service: handling complex, multi-step queries like billing refunds and business logic workflows. Teams can now write procedures in natural language, edit with structured hooks for live data and business logic, and add code for deterministic control where precision matters. Simulations serve as a full testing environment where teams define test cases, pass real conversation data, and observe Fin's reasoning at every step before production deployment.

Voice Quality and Pronunciation Control

Three major voice improvements shipped this month:

  • Pronunciation rules: Teams can now define how brand names, product terminology, and company-specific language should be pronounced, eliminating the jarring impact of mispronounced brands on customer calls
  • 11 new voices: Expanded voice options designed to match different brand tones, increasing the likelihood of finding a voice that matches company identity rather than sounding generic
  • Background noise reduction: Fin now continuously monitors and automatically adapts noise reduction based on environment (airports, offices, shops), requiring no manual configuration

Shopify Integration and E-Commerce Agent

Fin evolved from a support-only agent to a customer lifecycle agent. The new Shopify setup reduces integration time to under two minutes—connect store, install Messenger, deploy. Fin now searches product catalogs, reasons about customer needs, and provides personalized recommendations. A real customer example showed Fin detecting sale promotions in updated website copy and proactively recommending discounted items without additional configuration.

Helpdesk Operational Improvements

For teams using Intercom's native helpdesk, 19 improvements shipped in 2026. February highlights include 11 new call metrics (hold time, outbound dial time, missed/declined calls, terminating party) for detailed workload and quality analysis, and holiday office hours automation—the most-requested community feature—eliminating manual holiday scheduling.