Changelog

Onboarding redesign

Everything now happens on the dashboard, with no change of screen: the Intercom connection opens over the dashboard, which is revealed once your conversations are imported and then explained to you. The fixed-length loading animation and the profile questions are gone, and the connection step spells out three guarantees about access to your data.

A waiting screen that tells the truth

During the first import, the bar shows a real percentage, computed from the total reported by Intercom. Topics appear as the import progresses. If the sync fails, the screen says so and offers to restart it instead of spinning forever.

Guided tour on your data

Once the import is done, a short tour comments on your metrics where they are displayed, names your most frequent topic and takes you to the Objectives screen. A metric that rests on too few conversations is not commented on.

Objectives suggested from your own numbers

The objectives form is pre-filled with what your team already achieves over 90 days and a slightly tighter target. Each field states its source: "Currently 13 min, measured on 1,240 conversations" or "Common benchmark, not a measurement of your account".

Clearer per-teammate objectives

The table shows handled volume and first reply time (median and p90). An objective with no data no longer shows a "behind" or "met" status.

Waiting screen stuck on accounts already imported

Accounts whose history was already imported stayed behind the waiting screen, sometimes with an inconsistent counter stuck at 99%. Fixed, along with a double import that slowed down the first sync.

Password rules at sign-up and invitation

Complexity rules are shown before submitting on the sign-up, invitation and reset forms, instead of an error afterwards.

Sentiment: opening and outcome, separately

A conversation now shows two readings instead of one: the customer's tone at the opening and how the exchange ended. A request opened in anger and then resolved no longer counts as negative. The customer's phrases behind each classification are shown on hover.

Dissatisfaction rate backed by customer ratings

The former negative sentiment rate is replaced by a dissatisfaction rate. The customer's rating always wins: a conversation rated 4 or 5 never counts as negative. The change from the previous period is shown in points, and the Quality page states how reliable our reading is against your ratings.

At-risk accounts: facts instead of a score

The risk score out of 100 is gone. Each account lists what was observed: the departure phrase the customer wrote, a plan change, a drop in seats or MRR, inactivity, reopenings, silence after a bad experience, emails no longer opened, a main contact who stopped replying. Every signal is dated and quantified.

Departure signal visible immediately

A customer who writes "I'm cancelling" is flagged as soon as the conversation is imported, on every plan and without using credits, with the exact phrase on hover. Refund requests get their own badge and no longer inflate the departure rate.

Correct a verdict in two clicks

On a conversation, a pencil next to the opening tone, the outcome or the departure intent lets you correct our reading. The original verdict stays visible, struck through, next to your correction.

Your team's answers that worked

Opening a recurring topic now shows first the answers your team already gave that were well rated, with how often they were used and their best customer rating, before the list of conversations.

Review a quality score with the full conversation

In Quality, a row opens the full case without leaving the table: score, criticism, customer rating and the whole thread. A review mode chains the conversations left to decide, from the keyboard. The table column now says what the conversation was about.

Fin cards on the Quality page

The signal provided by Intercom counts an identification form as a Fin answer. The cards were therefore measuring something other than Fin's performance: we removed them rather than display a wrong number.

Documentation module

It replaces Knowledge gaps (the old address redirects). A documentation coverage rate, a work queue sorted by impact and five tabs: action items, articles, traffic, duplicates and staleness. Each article opens a panel with its views, why it is flagged, outdated passages and linked conversations. Documentation coverage also becomes an objective in the Objectives module.

A balance expressed in conversations

The balance screen shows how many conversations you have left out of how many, the renewal date and each feature's share of your usage.

Settings reorganised

The seven tabs become ten pages grouped into Organisation, Billing and Account. Each screen has its own address, which you can share or get back to with the back button.

Organisation language

In Settings → General, choose the language of emails addressed to the organisation rather than to a person: invitations and balance alerts.

Delete an organisation

From Settings → General, delete an organisation and all its data. You retype the organisation's name to confirm, and the subscription is cancelled before deletion.

Subscription, promo codes and budget alerts

A subscription taken out or changed from the payment portal now activates the plan and starts the analysis of your history. The promo code field appears at checkout. The Budget & alerts screen no longer crashes when you tick a threshold.

Emails readable on a phone

Welcome, invitation, balance alert and password reset emails adapt to small screens.

Sign in with Google

Sign up or sign in with your Google account. An existing account can be linked to Google from Settings → Account.

Forgotten password

A reset link valid for one hour is sent by email. Every open session is signed out after the change.

Status page

The live state of the four service components and 90 days of uptime history, at /status.

Terms of service acceptance

Sign-up records the date and version of the terms you accepted.

Automatic events from GitHub and GitLab

Releases detected in your repositories appear on the volume chart, classified by type (feature, fix, hotfix, technical…) and described by AI. Each automatic event can be edited, hidden from the chart or dismissed.

Actions linked to an event

Attach the planned follow-up actions to a release (help article, documentation, webinar, campaign) and mark them as done.

Emails in French and English

Welcome, invitation and Intercom connection reminder emails are sent in your account's language.

New website and documentation

The public site has been redesigned, with pages per module and per role. The documentation gains product previews and dedicated pages for the Intercom and GitHub integrations.

AI chat with guided actions

Query your conversations in one click with ready-made actions: search a word or phrase, count and break down mentions (by plan, sentiment, channel), spot emerging topics, list mentioned competitors, or explore a theme (departure reasons, pricing signals, bugs & incidents). Every answer is "live": it explains how it was produced and offers follow-ups: change the period, break down, view source conversations, export to CSV.

Free-text questions

Type your question naturally ("why are my customers leaving?"): the assistant understands it and routes it to the right action, with no form to pick. Questions handled by AI use 1 credit; guided actions stay free.

Conversation handling flow diagram

A "How tickets are handled" Sankey diagram is now in the dashboard: it shows the actual path your conversations take and the split across each outcome (resolved by Fin, taken over by a human, closed without a reply, reopened…), so you can see at a glance how your support absorbs the volume.

Multi-organization support

Manage several organizations from the same account, useful if you run several SaaS products, each with its own Intercom workspace. Every organization keeps its own subscription, credits, and connections, fully independent from the others. Switch between them from the new organization switcher in the sidebar, or create a new one in one click.

Onboarding moved into the dashboard

Connecting Intercom now happens in a modal directly on the dashboard, immediately followed by a short animated loading screen (capped at 15 seconds) that pulls in a first batch of analyzed conversations. The standalone /onboarding wizard is gone: first-time signup and creating a new organization now go through the exact same flow.

Intercom tokens missing permissions failed silently

A connection token without the "Read conversations" scope used to pass the initial check and only fail later in a background job, leaving an empty dashboard with no explanation. It's now rejected immediately when connecting, with a precise, actionable error message.

Objectives module rebuilt as a real reporting tool

The Objectives page now sets Monthly and Annual targets, for the team or per teammate, and shows their trajectory over time (on track / in progress / off track, derived from the trend) instead of a flat table of fixed targets. Single-form setup, applied by default to monthly, annual, and every teammate.

Engagement page: outbound data never showed up

Syncing Intercom's outbound content (Surveys, Posts, Emails, Series…) was silently failing because the export format was mishandled (a ZIP treated as a gzip). Any organization running outbound campaigns saw an empty conversion funnel and table despite real sends going out. The funnel and table now show real engagement stats.

Engagement page brought in line

Header now matches the style of the other dashboard pages (Analytics, Trends). Content-type filters adapt to each organization's actual data (Post, Chat, Bot…) instead of a fixed subset (Survey / Email / Series).

More accurate knowledge gap detection

Each recurring topic is now compared only against the Help Center articles that are semantically close to it (similarity search), instead of a truncated summary of every article at once. Far fewer false negatives on large knowledge bases.

Article & macro drafts

For questions that come up often, ResponZ now drafts a ready-to-publish article when no documentation exists, or a macro you can paste straight into Intercom for an instant reply. Visible directly from the Knowledge Gaps page.

Documentation /docs

A full Qonto-style documentation site: persistent sidebar, top bar with search, an « On this page » table of contents on every article. 18 pages covering Introduction, all 8 dashboard modules, Integrations, Glossary, and FAQ.

Blog /blog

ResponZ's blog goes live with 11 editorial articles on Intercom, SLAs, FRT, lead scoring, CSAT/CES/NPS, knowledge bases, and containment rate.

Legal notices /privacy

GDPR-compliant legal notices and privacy policy, including the art. 28 data processor qualification for Intercom data handled on your behalf.

Changelog, Status, Contact pages

All five footer links now point to real pages, no more # placeholders.

Landing footer

Links wired to the right routes, vocabulary aligned with the rest of the product.

New visual identity

Stripe-inspired graphic overhaul across the dashboard and landing: palette, typography, aligned UI components.

New ResponZ logo

Primary logo and icon (Z-logo.svg, z-icon.svg).

Auth, settings, and targets restyled

Login, register, settings, and targets pages adopt the new look. Pricing updated on the landing site too.

Button and Badge components

Refined variants, more consistent hover/active states.

Insights & reliability module

A support overview: volume, FRT, average quality score, negative sentiment rate, plus the reliability tile correlating the AI score with real CSAT.

Targets & churn risk module

Setting team targets (CSAT, score, FRT, containment, reopen) and a churn-risk table per account.

Engagement module

Analysis of Intercom outbound campaigns (surveys, emails, series) with the received → opened → clicked → converted funnel.

French / English internationalization

Full translations for all 14 product surfaces. Language switcher. next-intl stack.

Expanded Trends page

Release annotation infrastructure on the support timeline, groundwork for release → volume correlation.

Redesigned Analytics page

Charts reworked through a new helper library (src/lib/chart.ts).

Dashboard navigation bar

Reorganized, with responsive behavior fixes.

Marketing landing page

Hero, bento grid (4 modules), pricing, closing CTA, footer.

Authentication

Register, login, OAuth callback.

3-step onboarding

Connect Intercom → choose the analysis window → free preview on 100 conversations.

Initial dashboard

Analytics, Trends, Quality, Gaps, Clusters, Sprint board, conversation view. Full Settings page.

Technical stack

Next.js 15, Tailwind, shadcn/ui, project structure and conventions in place.