Intake 1.5: issues from the conversation, emails in their thread and transcribed voice notes

With this release you get more done without leaving Intake, and your customers get more polished replies.

Send bugs to Linear, Jira, GitHub or Asana without leaving the conversation

Connect your tool in Settings › Integrations and choose which project issues go to. From the conversation panel you can create an issue or link one that already exists. When your team closes it, the conversation logs it in the thread and notifies you in the bell, so you can reply to the customer right away.

Reply to emails like you would in your email client

Every email in the thread shows in full, with who sent it and to whom, and your reply goes out in the same thread. You can change To and CC and add BCC. If you have several mailboxes, Intake knows which one the customer wrote to and replies from it, with its signature and variables. People who email you show up with their Gravatar photo or, if they don't have one, their company logo.

Photos, videos and voice notes that look and read right

Photos and videos arrive with their real shape, load faster and open full size in the original. Voice notes get their own player and are transcribed as soon as they arrive: you read them without pressing play, and the AI understands them too when it replies. To attach a file, drag it onto the composer or paste a screenshot.

Send GIFs from the inbox, macros and workflows

Search for a GIF or pick one from your team's library, where anyone can save the ones you use most. You can also add them to macros and workflow messages, and your customers can send them from the chat on your website. On WhatsApp, for now, only GIFs your team uploads to the library are sent.

Workflows with Shopify and an automatic follow-up you can edit

Workflows now have Shopify steps to look up an order, request a return, check stock and read customer details. Branches compare numbers ("is at least", "is less than"), the customer's phone number is a variable, and Send as can sign as whoever owns the conversation at that moment. Automatic follow-up is now a Customer unresponsive workflow: you adjust it like any other, it doesn't follow up on its own message, and it reaches people who wrote to you from your website chat by email.

Analyze tells you what to fix

Recommendations is a queue of fixes, each with its own button to apply it. Topics can be filtered and show in your dashboard language, and Trends explains what moved from one week to the next. The reviewer also flags when the AI contradicts itself or answers something nobody asked.

More security, and your data whenever you want it

Turn on two-step verification with an authenticator app. In Settings › Data you can export your whole workspace as a ZIP: conversations with their notes, contacts, companies, knowledge and Help Center. The owner can also delete the workspace from Settings. And in Developers, webhooks are now delivered, with seven events to choose from.

More improvements

• Numbered conversations: each one has its own number (#1234) and a due date you set by hand. In the chat on your website, customers can see whether their conversation is in review, in progress or resolved.

• AI agent: a page shows what changes in each version, and the unapplied changes notice appears on every screen.

• Operator: it can now also set up business hours, macros, teams, the data the AI collects, notifications for each role and your chat branding.

• Sound when closing: a short "ding" every time you close a conversation. Turn it off in Settings › Notifications.

• Installing the chat: Send to my developer emails the code to whoever installs it, and each channel shows its real status.

• Gmail: the forwarding confirmation code shows up in Settings › Email, so you don't have to go looking for it.

• Inbox: if the last message is an attachment, the list says "📷 Image", "🎥 Video" or "🎤 Audio" instead of the file name.

• Blocked contacts: what they write goes to Spam without notifying anyone.

• Bell: opening a conversation marks its notifications as read.

• WhatsApp: your customers' reactions are saved in the conversation.

• Reports: "resolved by AI" counts the same on every screen, and people who get the weekly report no longer also get the Monday summary.

Fixes

• The AI agent replies in the language the customer writes in, including workflow follow-ups.

• What your team writes now outweighs every other source, and the AI no longer treats something a source doesn't mention as a fact.

• If a payment fails, you have 15 days before your service is cut off.

• On annual plans, your conversation allowance is counted month by month.

• The weekly summary reaches every workspace, and opening its unsubscribe link no longer unsubscribes you.

• An SLA deadline that has already been met no longer comes back.

• Incoming email is read correctly even when it only comes as HTML, ignored addresses are respected, and auto-replies don't get a reply.

• We removed two agent settings that had no effect: the confidence threshold and the safety filter.

• In dark mode, borders look the same as in light mode.

If something doesn't work the way you expect, message us from the help chat.

The Intake team