We shipped dozens of features to make Fin more powerful and easier to manage. From deeper CX Score insights to proactive trending alerts, these updates strengthen every part of the Fin Flywheel - the continuous improvement loop that makes Fin better the more you use it.
This video discusses notable features shipped this month, including:
CX Score Reasons
CX Score now has CX Score Reasons, to give you a signal into what's driving your CX scores at both the individual conversation level and rolled up into reports. You can see reasons like "high user effort" or "answer quality", plot them over time, and compare them to topics. CX Score moves from a measurement tool to an improvement system, helping CS leaders quickly identify what's working, what's broken, and what to prioritize.Trending Topics
Trends proactively surface spikes or dips in support volume, along with notable changes to involvement rate, resolution rate, or CX Score. You get automatic alerts on what's changing so you can investigate and take action, instead of manually hunting for issues.Fin over Slack
Fin resolves customer questions directly in any Slack workspace or Slack Connect channel. Replies stay threaded and feel native to Slack. You can also create tickets, initiate DMs, and send broadcasts - all without leaving Slack.Audience Control
Define your audiences once, then reuse them across content, guidance, workflows, procedures, and data connectors. Whether you're managing different marketplaces, multiple brands, regional variations, or support tiers, this system-level control gives you complete configurability with confidence that Fin behaves correctly for each audience.Content Experience
All your content in one place so you don't have to go clicking around the app. We've dramatically improved sync quality and visibility - see pages found, live, excluded, or failed, get actionable error reasons, and re-sync specific pages instead of entire sites.Fin Changelog
Full history of changes across your Fin deployments including guidance, tasks, procedures, deployments, and articles. Track every update in one place to diagnose issues, revisit specific changes, and maintain control as you continuously improve Fin.We also shipped a ton of other features that we didn’t have time to discuss, but still materially improve the Fin product and your experience:
- Fin Voice works in workflows
- Slack - Multiple Workspaces & Teammate Authentication
- Slack - Channel Management & Conversation Triggers
- New languages supported in AI Inbox Translations
- Multi-File Document Upload in Articles
- Automatic Language Detection in Articles
- File Size Upgrades in Articles
- More natural conversational Fin
- Translations Custom Tone
- Export Conversations and Tickets as PDFs
- Workflows Troubleshooting Tool
- Create Users & Leads from the company page
- GCS for Conversation Data Export
- DMARC Monitoring with Valimail
- Data Connector Execution Webhook
- Workflows Header Redesign
- Microsoft Azure Blob Storage for Conversation Data Export
- BPO permission restrictions: Can view all teammate and team details
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