June was about speed, reach and trust. The ticket board and lists were rebuilt to stay fast on large teams, the assistant became more interactive, and you can now send recordings and transcripts to Intract through a single API.
TL;DR
- Faster ticket board - A rebuilt Kanban board that stays quick on very large backlogs, with flexible grouping
- More interactive assistant - Attach files, edit drafted replies in the chat and steer it while it answers
- Ingestion API - One entry point to send transcripts or audio files to Intract from any system
- Microsoft Teams alerts - A Notify step posts to a Teams channel when a ticket matches your conditions
- Privacy and account protection - Two-factor authentication for every account and EU transcription by default
- Plus - bulk delete and grouping for customers, faster ticket pages, a floating table of contents in reports, a new app icon
Highlights
A faster, more flexible ticket board
The Kanban board has been rebuilt. Dragging a card is smoother, and changes now appear instantly without reloading the list. Each lane loads more tickets as you scroll, so the board and the ticket table stay quick even with a very large backlog. You can group tickets by fields such as urgency, sentiment or source, choose which lanes to show, filter by one or more customers, and pick how many rows the table shows per page. A right-click menu on any ticket lets you open its details or delete it.
A more interactive assistant
The assistant has a new look and new ways to work with you:
- Attach images, PDFs or text files to your question.
- When it drafts a reply to a customer, the draft appears in an editor right in the chat, so you can adjust it before using it.
- It can ask you a quick multiple-choice question when your request is ambiguous, and offer suggested next steps as cards you can click.
- You can keep typing while it answers to steer it in a new direction.
- You can choose how much thinking it puts into an answer, from quick to thorough.
One API for transcripts and audio files
The new Ingestion API is a single entry point for sending conversations to Intract from any system. Send a transcript and it is analysed right away, or upload an audio file directly and Intract transcribes it and creates the ticket. Every request can carry customer details and your own source label, so tickets are attributed correctly. Workspace API keys are created, shown once and revoked from Settings → Ingestion API, with optional request signing for extra protection. The same page includes a playground: drop in a recording or paste a transcript and follow it all the way to the finished ticket.
Workflow alerts in Microsoft Teams
Workflows can now act, not just compute. A new Notify step posts a message to a Microsoft Teams channel when a ticket matches your conditions, for example an urgent complaint or a high churn risk. Manage your Teams connections and send a test message from Settings → Notifications, where a delivery log shows every message sent and lets you resend a failed one in one click. You never get the same alert twice for the same ticket.
Privacy and account protection
Every account is now protected with two-factor authentication, and call transcription runs in the EU by default.
Also new & improved
- Customers page: select several customers and delete them in one go, group customers by a field of your choice, and browse a redesigned interaction timeline that loads more history as you scroll.
- The customer list and customer pages load page by page, so they stay fast as your customer base grows.
- When a translation is not available yet, Intract shows the original text for that field instead of a placeholder, and translations into several languages arrive faster.
- Reports have a new floating table of contents that expands when you hover over it.
- Dashboards update live while the assistant edits them, including when it removes a widget.
- Ticket pages, reports and workflow previews now open faster.
- When you rerun the analysis of a ticket, the buttons stay disabled until processing is finished, so you always know where it stands.
- A new app icon across browsers and devices.
Fixes & polish
- Dashboard filters now work on dashboards that combine ticket and workflow data.
- The processing monitor now shows steps for recent conversations straight away.
- Deleting a customer now refreshes the ticket list straight away.
- Long lists of active filters scroll horizontally instead of overflowing.
- Tooltips on the ticket filter buttons and clearer table styling.
Thanks for growing with us. Next month, we keep building on these foundations.