Meet the Improved Captain: Smarter Suggestions and a Better Assistant Overview

Your AI agent, Captain, got a lot more capable this release. Most of it comes down to three things: doing more of the repetitive work for you, learning from the conversations your team already handles, and finally showing you the payoff.

Turn your resolved conversations into ready-made FAQs

You no longer have to guess what belongs in your knowledge base. Captain looks at the conversations your team has already resolved, notices the questions customers ask again and again, and hands you a ready-to-review list of suggested FAQs — the most common questions first. Your team can open the real conversations behind any suggestion, and can tweak, approve, or skip it in a click.

The result: your self-service content grows straight out of what customers actually ask, and it keeps getting better the more you resolve — without anyone combing through transcripts.

See how Captain is doing at a glance

Every assistant now has an Overview that answers the question every support lead asks: is this actually helping? You'll see how many conversations Captain handled, how many it resolved on its own, how often it handed off to a human, and how much agent time it saved — each compared against the previous period, so you can tell whether things are trending the right way. Helpful prompts flag when something needs your attention, like connecting an inbox or closing a gap in your FAQs, and you can click any number to see the conversations behind it.

The latest Captain, ready out of the box

New accounts now start on the newest, more capable version of Captain automatically — nothing to set up.

You have more room to describe how each assistant should behave, so Captain sounds and acts the way your brand does.

When Captain sends a reply, you can open it to see how it reached its answer, which makes it easier to trust and to coach over time.

It's clear exactly which help articles and pages Captain has learned from, so you always know what it's drawing on.

If Captain ever gets something wrong, your support agents can flag that reply on the spot.