Procedures and Simulations for Complex Workflows
Intercom addressed a critical pain point: most AI agents handle simple FAQs well but struggle with complex, multi-step customer queries. The new Procedures feature lets teams write complex workflows in natural language without engineering expertise. AI drafts the procedure from existing documentation, and teams can edit it with structured hooks for live data, business logic, and deterministic code where precision matters.
Simulations provide a testing environment where teams can define test cases, pass in real conversation data, and watch Fin work through each step with full transparency. This reduces deployment risk for high-stakes operations like billing refunds or multi-step transactions.
Voice Quality Improvements
Three substantial updates make Fin's voice more suitable for production customer calls:
- Pronunciation rules: Teams can now define custom pronunciation for brand names, product terms, and industry terminology. A demo showed Fin correcting both "IKEA" and product names after adding rules—critical since mispronouncing a brand name on the first call significantly damages customer perception.
- 11 new voices: New voice options better match different brand tones, increasing the likelihood of finding a voice that sounds native to your company rather than generic AI.
- Background noise reduction: Continuous monitoring automatically increases noise reduction when needed (airport calls, busy offices), requiring no manual configuration.
Simplified Shopify Integration
Intercom streamlined Shopify setup to three steps: connect your store, install Messenger in Shopify, and deploy Fin—all completed in under two minutes. This unlocks real-time product recommendations that reason about catalog attributes (e.g., recommending boards by height for beginners despite no "beginner" tag in the catalog). A customer example showed Fin proactively recommending sale items after detecting updated website copy promoting discounts, without additional configuration.
Helpdesk and Operational Enhancements
Intercom shipped 19 helpdesk improvements in 2026, including 11 new call metrics (hold time, outbound dial time, missed/declined calls, terminating party) and automated holiday office hours—the most upvoted community feature request. These additions improve team visibility into call quality and operational efficiency.