July was a big month: the chat assistant got a name and learned to draw charts, workflows can alert Microsoft Teams and fill several columns at once, and Intract can now learn about your business.
TL;DR
- Atlas, now with charts - The assistant, now called Atlas, answers with charts you can restyle and export
- Microsoft Teams alerts - A Notify step in workflows posts a card to a channel, group chat or person
- Multi-column workflows - One workflow fills several columns, with structured Ask AI answers and an Aggregate step
- Business Knowledge - Tell Intract about your company, products and vocabulary, drafted from your website
- Language as a ticket column - Filter, sort, group and export tickets by conversation language
- Plus - transcript timestamps, online status dots, multi-select and bulk actions, nested grouping
Highlights
Meet Atlas, now with charts
The AI chat assistant is now called Atlas. Ask it a question about your tickets and it can answer with a chart right in the conversation. You can enlarge the chart, switch it to another type that suits the data (bar, line, area, pie), pick a colour palette, and export the data as CSV, Markdown, Excel or a PNG image. Atlas also has a full-screen view, a one-click button to confirm the actions it proposes, and room to work through longer, more complex questions.
Workflow alerts in Microsoft Teams
A new Notify step in workflows posts a card to Microsoft Teams whenever a ticket matches your rules. You can send it to a channel, a group chat or a person. You write the message in a simple rich-text editor and insert ticket details by typing {, which brings up suggestions as you type. A live preview shows the card before it goes out, and you can send a test. You manage connections in a new Notifications page in Settings.
One workflow, many columns, structured answers
A single workflow can now fill several ticket columns. The Ask AI step can return structured answers, either single answers (for example, the product discussed) or repeated answers (a checklist where every item gets the same set of answers). A new Aggregate step turns those answers into scores, counts or percentages. Yes/no columns show as ✓/✗, and number columns align and sort numerically. Workflows can also branch on the detected language of the interaction. Creating a workflow now only asks for a name and description. You define the columns in the studio.
Business Knowledge
A new Business knowledge tab in your Account settings tells Intract about your company: an overview, your products, your vocabulary and your guidelines. Each workspace can add its own context on top. You don't have to start from scratch. Intract can draft this content from your website and any pages you point it to, and you approve each suggestion before it's saved. Product names, your company name and your vocabulary help transcripts spell things correctly and keep those terms intact in translations.
Language as a ticket column
Every ticket now shows the language of the conversation, with names displayed in your interface language. You can filter, sort and group tickets by language, save language filters, and include the language in exports. Language detection also improves for Greek, Chinese, Arabic, Estonian, Latvian, Norwegian and Malay, and several more languages are now recognised.
Also new & improved
- Transcript timestamps: each turn in a call transcript shows when it was said. Copying or exporting a transcript to PDF includes the timestamps too.
- See who's online: status dots on team avatars show who is online, away or offline. They appear in the navigation bar, on the tickets page and in team settings.
- Multi-select and bulk actions in the ticket and customer tables. Turn on selection mode with a toolbar button or a double-click. Selecting a group selects everything in it.
- Nested grouping: group tickets by several fields at once on both the board and the table.
- Saved filters can be renamed and get an automatic description of the filters they contain.
- Dashboards: richer hover tooltips on scatter, funnel and table widgets, plus "Copy as Markdown" for widget data.
- Workflow studio: select multiple nodes and act on them together from a context menu. Toolbars collapse on narrow screens.
- Workspace setup at sign-up: set your workspace name, description and icon while registering.
Fixes & polish
- Translations: a call in French viewed in a French interface now shows the translated summary and action plan, not the English original.
- Workflows:
- Drawers no longer lose unsaved edits.
- Deleting a step cleans up the columns that depended on it.
- Removed columns disappear from tickets and dashboards when you publish.
- Publishing now catches columns that aren't wired to anything.
- Customers: clearer messages when a customer can't be deleted. Customer analytics now cover their full ticket history, and the ticket timeline loads more smoothly.
- Tables and reports: pagination stays correct after deletions, and reports load cleanly.
- Charts: exported images now match dark mode.
Thanks for building with us. Keep the feedback coming, because it shapes what we ship next.