November was a big building month. Most of it went into a no-code workflow builder that lets each team add its own AI-computed fields to tickets. Alongside that, ticket details got easier to read and our translations got more dependable.
TL;DR
- Workflow builder preview - A no-code, drag-and-drop canvas to design your own ticket logic
- Configurable AI steps - AI classifier and AI prompt steps, previewable on real data in the editor
- Draft, publish and history - Draft and published versions, restore, last editor and execution logs
- Workflow results on tickets - Published workflows will add filterable columns to the ticket table
- Plus - formatted ticket details, Vonage settings progress, more reliable ticket translation
Highlights
Sneak peek: the workflow builder
We built a visual, drag-and-drop canvas where you design your own ticket logic without writing code. Every workflow runs from a Start step to an End step that produces one value, for example "Refund requested: yes/no" or a custom priority. Your work saves automatically as you go, errors included, so nothing gets lost. The builder is still being polished and will roll out to workspaces once it is ready.
AI steps you can configure
Two AI building blocks power the workflows. An AI classifier sorts a conversation into the labels you define, and an AI prompt step answers a question you write about the interaction. Both can be previewed right in the editor, so you can check the result on real data before going live. Workflows can also use the interaction's own fields as inputs.
Draft, publish and history
Workflows have a draft and a published version. You can see at a glance whether a workflow is "Published" or still has unpublished changes, restore the published version into your draft, and see who last edited it and when. Each workflow has its own page, and execution logs show what happened when a workflow ran on a ticket.
Workflow results on your tickets
Published workflows will run on incoming tickets and their results will appear as extra columns in the ticket table. You will be able to filter tickets by those values, too.
Also new & improved
- Formatted ticket details. Summaries and AI output in ticket details now render with proper formatting (headings, lists, bold) instead of plain text.
- Vonage progress. The upcoming Vonage integration gained its settings page, a one-click copy for the webhook address and translations in all four app languages.
- Preferred language on your profile. Your profile now picks up your primary language preference.
Fixes & polish
- More reliable translation of tickets, including better handling of the original language of a conversation.
- Cleaner dashboard and navigation bar layout.
- Fixed an issue where the workflow canvas could scroll endlessly.
We're excited to put workflows in your hands. Tell us which fields you'd build first.