April was our biggest month yet. We introduced workspaces so different teams can work side by side in one account, and we added an AI assistant that does real work inside Intract: it filters, analyses, drafts replies and even builds workflows for you. We also added saved views, a first version of custom dashboards and a new sign-up flow.
TL;DR
- Workspaces - Several workspaces per account, each with its own tickets, customers, reports and members
- AI assistant - A chat panel on every page that filters, analyses, drafts replies and updates tickets
- Workflows by description - Ask the assistant to build a workflow and watch it take shape
- Saved views - Save filters as named views for tickets and customers, shared in your workspace
- Custom dashboards - A first look at drag-and-drop dashboards built on ticket and workflow data
- New sign-up flow - Create your account, pick a workspace address and land on it after confirming your email
- Plus - a Text API settings page, regrouped settings navigation, date range pickers, resizable sortable columns
Highlights
Workspaces for every team
Your Intract account can now hold several workspaces. Each one has its own tickets, customers, reports, members and integration settings, so a sales line and a support line no longer share one queue. You can create a workspace in a few clicks, give it its own name, icon or logo, and invite existing colleagues or new people straight away. Your filters, column choices and view preferences are remembered per workspace. In the interface, a team is now called a "workspace" and your company an "account".
An AI assistant built into the app
A new chat panel opens on the right of every page. Ask a question in plain language, or dictate it with your microphone, and the assistant answers using the page you are on. It can:
- Filter and sort the ticket and customer lists for you, and move you to the right page first.
- Update the status or urgency of many tickets at once, always showing you how many will change before applying anything.
- Explain a single ticket in depth, including the customer's recent history.
- Group tickets into themes ("what are the main complaints this week?") and find tickets similar to a given one.
- Draft a reply to a customer, in a tone you choose (professional, empathetic, concise or apologetic) and in another language if needed.
- Add notes to a ticket or re-run its AI analysis.
You can follow each step as it works, resize the panel and reopen past conversations from a history sidebar. It is available in English, French, Dutch and German.
Build workflows by describing them
Workflows are the no-code way to add your own AI columns to tickets. You can now ask the assistant to build one for you. It creates the workflow step by step, uses only fields that really exist on your tickets, explains each choice with a note on the canvas, and opens the editor so you can watch it take shape live. In the editor itself, a new Auto-arrange button tidies any workflow into a clean left-to-right layout, and nodes now animate in and out as you add or remove them.
Saved views for tickets and customers
Set up the filters you use every day once, save them as a named view, and reapply them in one click. A new Views button on the Tickets and Customers pages shows your recent views, and a side drawer lists all views shared in your workspace, with who created each one. The assistant can create and list saved views for you too.
A first look at custom dashboards
We started rolling out custom dashboards: build your own pages of charts on a drag-and-drop grid, using ticket data and the columns your workflows produce. Dashboards support bar charts with clear labels and legends, slicers with a dedicated filter pane to narrow every chart at once, and drag-to-swap widget placement. You can publish a dashboard for your workspace and see a history of changes.
Also new & improved
- A brand-new sign-up flow on its own page: create your account, pick your workspace address, and land on your own Intract address right after confirming your email.
- New Text API settings page, alongside Aircall and Vonage, with webhook links specific to each workspace.
- Settings navigation regrouped into clear sections: account and workspace, automation, and connections and operations.
- Date range pickers on the Tickets and Customers filters, plus a counter showing how many filters are active.
- Resizable, sortable columns on the customer, members, roles and workflow lists, with search and pagination where lists get long.
- A cleaner one-time-code entry when signing in with multi-factor authentication.
- Edit your full name directly from your profile.
Fixes & polish
- Switching back to the Intract tab no longer reloads the page, and moving between pages no longer causes a full refresh.
- If you try to leave the page while the assistant is still working, Intract now asks you to confirm first.
- The workflow canvas keeps your zoom and position while the assistant edits it.
- Loading states on sign-in and sign-up screens instead of blank pages.
- Visual refinements across tickets, customers, settings and navigation.
That is a lot for one month, and we would love to hear which of these makes the biggest difference for your team.