February was a big release month. Vonage calls and the no-code workflow builder are now available, Reports turn hundreds of conversations into clear topics, and each company gets its own address for its workspace.
TL;DR
- Vonage is live - Vonage calls are transcribed, analysed and turned into tickets automatically
- Workflow builder - Build no-code ticket logic on a visual canvas and publish it as ticket columns
- Reports - See the main topics customers raised, with the interactions and tickets behind each one
- Your own workspace address - Each company gets its own address, with custom domains supported
- Plus - a "Rerun processing" button, a sortable ticket table, clearer transcripts
Highlights
Vonage is live
Teams on Vonage can now connect their account and have calls transcribed, analysed and turned into tickets automatically, just like Aircall.
The workflow builder is here
The no-code workflow builder we previewed in November is now available. Design your own ticket logic on a visual canvas, use AI classifier and AI prompt steps, preview results, and publish. Published workflows add their own columns to your tickets, and a new workflows menu lets you jump to an existing workflow or create one in a click. With custom logic now living in workflows, we retired the old fixed category charts to keep analytics focused.
Reports: recurring topics at a glance
A new Reports page lists your reports with their period, type and status. Open one to see the main topics customers raised, with a table of contents to move between them. Each topic shows the interactions behind it in a side panel, an urgency breakdown, and clickable ticket references so you can jump straight to the source conversation.
Your own workspace address
Each company now has its own workspace address (for example, yourcompany.intract.cx), and custom domains are supported too. Signing in is simpler: you no longer need to type your company name. Switching between companies takes you straight to the right workspace.
Also new & improved
- Rerun processing. A new "Rerun processing" button on a ticket re-analyses the conversation in place, without creating a duplicate ticket. Available in all four languages.
- Sortable ticket table. Click a column header to sort tickets.
- Clearer transcripts. Speakers are easier to tell apart, and customer initials no longer get cut off.
- Quick customer access. The customer's name in ticket details now links straight to their profile.
- Refreshed sentiment chart. The customer sentiment chart got a cleaner layout.
- New sign-in background. The sign-in screens now feature a subtle Intract logo pattern.
Fixes & polish
- Ticket history stays clean. Ticket history now only shows real changes.
- Fixed a blank screen that could appear right after sign-in.
That's a lot in one month. Try the new features and tell us what you think.