What's new at Intake

This release helps your team handle more conversations with fewer clicks.

Work through your inbox in bulk and from the keyboard

Select up to 100 conversations and close, assign, snooze or move them to spam in one go, with Undo in case you get it wrong. Send and close (Ctrl+Shift+Enter) replies and closes in a single step, and Ctrl+K opens the command palette on any screen. There are two new views: Mentions, with the notes where someone @mentions you, and Spam, where neither the AI nor your workflows take action.

Go into away mode without leaving anyone waiting

Turn it on from your avatar menu or with Ctrl+Shift+A. While you're away, automatic assignment skips you, and with Reassign replies turned on, a conversation goes back to the queue if a customer replies to you. In Teammates, Team workload shows how many conversations each person has open and how many have their SLA at risk.

Create your own reports and get them by email

Start from a template or create a report from scratch. Filter by channel, team, agent or tag, compare with the previous period and click View details to open the conversations behind each number. Export to CSV or Excel, or have it emailed to you every day, week or month.

Edit Help Center articles as drafts and write what's missing

Articles save automatically to a draft your customers don't see until you click Publish or Update, and every published version is kept in History. Content gaps shows, grouped by topic, what people ask on your help center that your articles don't answer, and the AI writes you a draft of the missing article. Once you publish it, Intake checks whether it now answers those questions.

Set up the website chat for each customer and their language

Configure what visitors and users see separately, and choose who can start a conversation and on which pages. With Active languages you translate every text, including the agent's greeting, so each customer sees the chat in their own language.

More improvements

• Inbox on mobile: swipe a conversation to close or snooze it.

• WhatsApp: connect several numbers, each with its own team and business profile.

• Copilot: Catch me up summarizes the conversation and the customer's history, and Add to knowledge saves a reply as a Help Center draft.

• Hand over to a person: when the AI passes a conversation to your team, it leaves a summary of what the customer wants, what has been tried and what's still left to do.

• Undo when you delete: deleting tags, macros, articles or workflows no longer asks you to confirm, and you can undo it from the message that pops up.

• Shopify: its three tools (Check stock, Look up an order and Waiting list) can be turned on one by one, and the waiting list can email customers when an item is back in stock.

• Workflows: they can send emails even if you haven't verified a domain, from Intake and under your company's name.

• Desktop apps: the website chat now works inside apps built with Electron or Tauri.

• Notifications: the bell now has three tabs (For me, Alerts and Updates), and you can mute a conversation.

Fixes

• A snoozed conversation comes back to the inbox when the customer replies on any channel.

• While you write an internal note, the customer no longer sees you typing in the chat.

• Replying to a closed or snoozed conversation reopens it and sends your reply without an error.

• If a Settings screen fails to load, it shows the error and no longer overwrites your settings with the defaults.

• The AI agent replies in the language of the conversation, even when the customer's browser is set to another one.

• When you delete a workspace, its access to your integrations is deleted too.

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

The Intake team