June was about context. Tickets are useful, but support teams also need to see the customer behind them and the trends across all of them. This month brought a Customers area, a new Home page, smarter AI outputs and a faster way to find anything.
TL;DR
- Customers area - Aircall contacts become customers automatically, with a filterable table, previews and full customer pages
- Home page - Key metrics and AI insights, each linking straight to the matching tickets
- AI action plans - Every new ticket gets a suggested action plan and a one-line impact summary
- Global search - Find tickets from anywhere in the app
- Filter drawer - Filters move to a side drawer, opened with Cmd+Shift+F (Ctrl+Shift+F on Windows)
- Plus - a full ticket page, category trends over time, a collapsible navigation bar
Highlights
Customers, not just tickets
Intract now has a dedicated Customers page. When a call comes in from Aircall with contact details, Intract creates or updates the matching customer automatically. Browse customers in a filterable table, open a quick preview with their ticket history, or go to a full customer page with charts of their tickets by sentiment and urgency.
A new Home page
The app now opens on a Home page with key metrics and AI insights about your tickets. Click a metric to jump straight to the matching tickets, and filtered views can be bookmarked and shared.
AI action plans and one-line impact summaries
Every new ticket now comes with a suggested action plan and a one-line summary of the customer impact, so your team knows at a glance what happened and what to do next. Urgency also gains a "Critical" level, and categories are now assigned by the AI from the content of each conversation instead of a fixed list.
Search everything
A new search window lets you find tickets from anywhere in the app.
Filters that stay out of your way
Filters now live in a side drawer, with a badge showing how many are active. Open it with Cmd+Shift+F (Ctrl+Shift+F on Windows). New filters cover date range, status, category and source.
Also new & improved
- A full ticket page with a layout that adapts to smaller screens.
- Category trends over time on the analytics panel.
- Ticket dates now show the full date and time.
- A collapsible navigation bar for more room on screen.
- Switch between companies from the profile menu, if you belong to more than one.
- Avatars with initials when no profile picture is set.
- Better recognition of automated speakers in transcripts, such as voicemail and phone menus, for a more accurate analysis.
- An event details view in settings, with the option to retry processing an individual call.
Fixes & polish
- Clearer messages when a call has no recording to analyse.
- Refreshed colours, an Aircall logo in settings, and cleaner charts.
Thanks to everyone who sent feedback this month. Keep it coming.