Kore AI Release Notes

Agent builder experience

Configuring multi-intent request completion

Two new settings for managing multi-intent interactions have been added to Runtime Config:

• When a request is finished: Determines whether a request ends when the agent replies or only when the agent confirms it is done, so follow-up questions no longer move the conversation to the next request too early
• Capturing every request in one routing decision: The supervisor lists all of the customer’s requests at once, so a second request isn’t lost when the model routes only one.

Auto strategy no longer runs requests in parallel

The auto multi-intent strategy now handles independent and dependent requests one after another, and asks the customer to choose when the requests are ambiguous. To run independent requests at the same time, set the strategy to parallel.

Clearer tool confirmation questions

When a tool call needs approval, the customer now sees a plain question built from the tool’s consent action and readable parameter labels, such as the account and amount. Sensitive values are masked, tool names and internal instructions are never shown, and you can change the wording in the agent’s MESSAGES block.

Model context for tool-hook responses

A tool’s on_result or on_error do: action can now include a short MODEL_CONTEXT beside its RESPOND. The customer still gets the full response, while later model calls see only your summary, keeping large responses out of the model’s own conversation context.

Project imports keep model selections

Project exports now include the project’s selected models. When you import the project or install it as a template, those models are linked, and the archive’s default model is applied. The import preview lists which models will be linked, and imported search pipelines keep their custom embedding model.

Knowledge base

Web crawler works with more protected sites

When a site answers the crawler with a browser challenge page, the crawler now retries with a browser profile. Sitemap crawls also keep your robots.txt setting, and recrawls keep their original settings.

Voice experience

Pre-written fillers continue long waits

On voice, the configured static filler pool now continues a long wait after the AI-generated lines run out, up to the per-turn limit, so callers no longer hear silence after the first filler. Custom filler prompts can produce up to three lines, the same as the built-in prompt, and a phrase is never repeated in one turn. Runtime Config shows an instruction you can copy into a custom prompt to get more than one line.

Recover unanswered Gemini caller turns

Gemini realtime channels have a new Recover unanswered caller turns only switch under Silent-turn recovery. When Gemini hears the caller but doesn’t answer within eight seconds, the platform restarts the session with the caller’s words. It doesn’t re-prompt after tool results.

Insights

Wider table widgets in custom dashboards

Table and detail widgets in custom dashboards can now save up to 200 columns, up from 20, so wide SQL results no longer need to be split across widgets.

Original source

Agent builder experience

Control what the model sees from tool results

You can now decide how much of each tool result the model keeps in the conversation: the full result, selected fields only, or a short summary built from a template. Flow steps and completions also accept a note describing what the customer received, for later reasoning. The customer-facing response doesn’t change, and large tool payloads no longer crowd out the rest of the conversation history.

Idempotency header for HTTP tools is now opt-in

HTTP tools no longer send an idempotency header on every call by default, which resolves errors from providers such as Salesforce that reject unsupported headers. If your provider supports idempotency, such as Stripe, Adyen, or PayPal, enter its header name in the new Idempotency Header field in the tool’s resilience settings. The platform still protects retried calls from running twice.

Filtered bulk delete in Agent Tables

Agent Tables can now delete many rows at once by filtering on any column, not only a unique key. Grant the new bulk delete operation on a table tool, run

DELETE ... WHERE

in the query console, or use the API. A configurable row limit of up to 10,000 rows guards against accidental large deletes.

Duplicate-run protection for workflow and MCP tools

Workflow and MCP tools are now treated as having side effects unless you mark them otherwise, so retried calls no longer run the same operation twice. As a result, confirmation policies that apply to side-effecting tools now cover these tools too.

Clearer deployment preflight errors

Deployment checks now follow the same model rules as the runtime, so agents that work in testing no longer fail deployment with unexpected errors. When there is a real problem, the message names the agent and points you to the setting to fix, instead of showing a generic error count.

Oracle Database connector

Agents and workflows can now connect to Oracle Database 12.1 and later. Supported actions are Run Custom SQL, Insert Row, Insert Rows, Update Row, Delete Row, and Find Row, with results returned 500 rows at a time. Set up the connection with an auth profile, then use it from tools and workflows.

Knowledge base

FAQ connector

Knowledge bases can now ingest FAQ content through a dedicated FAQ connector. Upload question-and-answer pairs as a JSON or CSV file, or add them manually in a guided wizard that detects fields for you. You can exclude fields from indexing and split list values into separate entries. FAQ answers are also tuned so exact question matches rank well.

Voice experience

Caller transcription settings for speech-to-speech channels

OpenAI and Gemini speech-to-speech channels now include a Caller Transcription section where you can choose the transcriber, set the language callers speak, and list words to expect, such as brand names. Setting the caller language stops the model from guessing it on every turn, which could otherwise switch English speech into another script.

Continuous filler updates during long waits

Voice agents now prepare several filler lines at once: an opener, then timed progress updates spaced by a configurable follow-up gap after each line finishes. Callers hear steady updates during long lookups, instead of one filler followed by silence. Fillers follow the conversation’s language, and you can set a default or override language in Runtime Configuration.

Voice safeguards are now opt-in

The voice grounding guards, built-in guardrail bindings, and realtime channel defaults introduced in v1.7.0 are now off by default, so existing agents keep their previous behavior. You can enable them per agent with new execution settings. Realtime channels also gain an Advanced voice behavior section, with options such as which caller wording the agent acts on.

Step-level no-input prompts

Voice flow steps can now have their own prompts for when the caller stays silent, instead of sharing one agent-wide sequence. For example, a greeting step and a payment step can each respond to silence in a way that fits the moment.

Localized secure input prompts and tool arguments

Secure input prompts and tool call arguments can now use entries from your locale catalog, following the caller’s language with the usual fallback order. If a translation is missing, the flow receives a clear result it can handle, instead of raw template text.

More reliable tool calls on Gemini Live

Gemini Live agents no longer stall or lose tool results when the provider restarts its session mid-turn. If Gemini cancels a tool call and asks for it again after the caller speaks, the platform reuses the call already running, avoiding duplicate actions such as a repeated booking.

Governance

Payload encryption for public analytics APIs

Platform keys used with the Sessions, Conversations, LLM Logs, and Traces APIs can now encrypt request and response payloads. Turn on request encryption to get a key for encrypting what you send, and add your RSA public key to receive encrypted responses in a standard JWE envelope. The new Payload encryption section is in the platform key settings, and existing keys continue to work unchanged.

Original source

Agent builder experience

Agent Tables on non-production deployments

Agent Tables can now be used from deployments in every environment, not only production. All deployment environments currently read and write the same production rows; per-environment table data is not yet available.

Voice experience

Background audio behavior with barge-in disabled

Background audio settings on Pipeline Voice channels now indicate when the audio actually plays. Between-sentence background audio requires barge-in to be enabled on the channel and a streaming text-to-speech voice. When barge-in is disabled, background audio plays only before the agent starts responding, because the reply is spoken as one continuous block with no gaps between sentences.

Caller identity on outbound calls

On outbound calls, the customer is now identified by the number the platform dialed, so contact, memory, and conversation history are attributed to the right person.

Emotech hotwords and Deepgram custom vocabulary controls

Custom vocabulary controls on voice channels now adapt to the speech provider you select:

• Emotech channels: add a Hotword Weight field that applies to every hotword in the list, with a recommended range of 5–10. Clearing the list turns hotwords off.
• Deepgram channels: show the vocabulary limit inline (up to 100 words) and warn when a saved phrase contains a comma, since the voice gateway splits comma-separated text into separate words.

Agent-spoken messages in the conversation transcript

Messages the agent speaks outside a normal turn — handoff announcements, no-input prompts, and farewell messages — now appear in both the transcript and the Conversation view. Previously, these reached the caller but were missing from the transcript, making voice sessions harder to review and audit.

Tool response scheduling default for Gemini Live

The Tool response scheduling setting on Google Gemini Live realtime channels now defaults to When idle, so the model finishes its current response before processing a tool’s final result. Progress updates for a pending tool call and native filler audio now always wait until Gemini is idle — regardless of this setting — so they no longer interrupt a response that’s already underway. Channels that relied on the previous immediate-response behavior can switch to Interrupt to restore it.

Governance

Runtime secret context for workflow tools

Workflow tools can now resolve secret references from the runtime secret context, as HTTP tools already do. The tool retrieves the credential at call time, and the secret value never enters the model prompt, execution logs, or traces — so it’s never exposed to the agent or persisted anywhere.

Original source

Agent builder experience

Higher scenario and persona limits for evaluation suites

Evaluation suites can now include up to 500 scenarios and 10 personas, up from 3 and 3, letting you cover far more conversation paths in a single suite. The evaluator limit stays at 12 per suite, and suites generated automatically with Arch still start at 3 scenarios and 3 personas by default.

Unified human task handling

Process workflows can now handle approvals and data collection through a single Human Task node. It pauses the workflow, notifies assignees, and can collect structured data through a reusable Form before resuming based on the selected outcome. You can define SLAs, configure reminders and escalation steps, and specify how to handle SLA breaches. Forms can be created once as reusable, project-level assets and used across workflows. This gives process workflows a simpler way to manage human decisions, data collection, and task deadlines while reducing duplicate form creation.

Scenario-level session variables in Evals

Evaluation scenarios can now define their own session variables, not just personas. When a scenario and a persona share a variable, the scenario’s value wins by default, unless the persona marks that key as priority, in which case the persona’s value is kept. This lets you test the same persona across different contexts without cloning it for each one.

Conditional routing in ESCALATE blocks

ESCALATE routing can now be an ordered list of destinations, each guarded by a condition such as channel or language and evaluated in order, with a required default as the last entry. Previously, routing to different destinations per channel — for example, a voice transfer versus a digital handoff — required duplicating the entire agent. Now, one agent can express both.

Runtime-Guard for realtime orchestration

A new Runtime-Guard mode lets a realtime model stay in control of the conversation, proposing actions and extracting values naturally, while the runtime validates every context write and business action against the active flow step, and rejects anything invalid, stale, duplicate, or out of order. This keeps realtime conversations flexible without giving up control over side effects; the stricter runtime-owned mode remains available where it’s still needed.

Knowledge base

Knowledge base included in import/export

Project export now includes each knowledge base’s configurations, including source configurations and pipeline stages, instead of just an empty tool shell pointing at a missing index. On import, the knowledge base, its search index, and its sources are provisioned automatically, and the knowledge base tool is reconnected to the new index.

Voice experience

PCI-compliant secure DTMF input with voice channel suppression

Flow authors can now collect sensitive DTMF input, such as credit card numbers, while fully suppressing the voice channel: no speech reaches ASR models and no audio is captured in call recordings during collection.

Amazon Nova Sonic (S2S) support via Bedrock

Amazon Nova Sonic is now available as a realtime speech-to-speech voice provider via AWS Bedrock, alongside the existing OpenAI and Gemini Live options, with barge-in and live transcription support.

Configurable static filler messages per language

Static filler messages played during voice processing pauses can now be added or updated per language directly from Studio’s Runtime Configuration panel, with no platform deployment required.

Call-status reason fields for unanswered outbound calls

Agents and campaign workflows can now branch on why an outbound call ended — busy, no answer, network timeout — instead of only knowing that it failed.

Low-latency customer-service voice profile

Voice projects can now apply a low-latency profile tuned for customer-service calls, using faster model tiers and disabled reasoning by default, in exchange for quicker responses. Studio flags when a project’s settings deviate from the recommended values and lets you apply them individually or all at once.

Voice channel recovery on LLM and tool failures

The platform now classifies voice and tool failures into specific recovery codes, such as an LLM timeout, an unavailable tool, or a provider disconnect, instead of collapsing everything into a generic failure, with configurable retry and fallback behavior per channel. When a tool call is running slowly, the runtime can also generate a response speculatively, so the caller hears something sooner instead of dead air.

Insights

Credential attribution in LLM logs

LLM Logs now record which credential or auth profile served each model call, so you can attribute token and cost consumption to a specific source rather than just a project or model. This includes distinguishing two credentials that share a display name across projects.

Governance

Improved AWS KMS BYOK support

AWS KMS bring-your-own-key configurations now support AssumeRole authentication, matching the structured setup Azure KMS already had, and no longer silently fall back to the platform’s own AWS credentials if a tenant’s are incomplete.

Auto-accept workspace invites option for SSO

Workspace admins can now enable automatic invite acceptance for SSO sign-ins, so a user invited to a workspace no longer hits an authentication error if they log in through their identity provider before separately accepting the invite. The option is configurable per workspace under SSO Settings.

GCP Workload Identity Federation support

GCP Workload Identity Federation is now supported for LLM and voice credentials, letting projects with a no-static-keys security policy authenticate to Gemini and Vertex AI, including Gemini Live for voice, without a long-lived service-account key file.

Original source

Minor Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

Console

Disposition Search in the Console

A search bar in the Add Disposition dialog now lets agents filter dispositions by name as they type, supporting partial and case-insensitive matching.

Learn more→

Email Delivery and Attachment Failure Notifications in the Console

Agents now receive a real-time error toaster when an outbound email fails to deliver, or an attachment fails to send, due to SMTP timeouts, server rejections, or network errors. The failed message or attachment is also marked with a failure indicator in the conversation log, replacing the previous ambiguous sent state.

Learn more→

Configurable User Information Section in the Console

Administrators can now configure the User Info section in the Console layout, including adding, removing, enabling, disabling, and reordering fields across User Details, Recent Visit History, and Connection Details. Existing layouts retain their current default fields until modified.

Learn more→

Configurable Primary Email Action in the Console

A new Primary Email Action setting under Settings → System Settings → Email lets administrators choose whether Send or Send & Close is displayed as the primary option when agents send outbound emails. The non-selected action remains available in the dropdown. The default is Send, preserving existing behavior.

Learn more→

Configurable Interaction Metrics in the Console Header

Administrators can now choose which metrics appear in the Agent Console header — up to three at a time — from four options: Survey Indicator, Total Interactions (Transferred and Abandoned), Handling Time, and a new Inbound & Outbound Interactions metric that displays inbound and outbound counts separately. The first three metrics are selected by default; Inbound & Outbound Interactions is unselected by default.

Learn more→

Configuration

Longest Available Routing Strategy for Fairer Workload Distribution

Fairer Workload Distribution now supports a second routing strategy—Longest Available—which routes interactions to the eligible agent who has been available the longest, ensuring fair distribution by considering current load capacity alongside availability. The selected strategy takes precedence over the queue-level routing configuration.

Learn more→

Agent Status Change Notification

Administrators can now configure an Agent Status Change Notification to post agent status change events — including agent ID, previous status, current status, and timestamp — to a customer-provided endpoint. Notification failures don’t affect agent status or routing behavior.

Learn more→

Pre-processor Script in Contact Center AI Translation Settings

The Pre-processor Script option is now visible in Contact Center AI translation configuration, letting administrators define a script that runs before each translation request is sent to the translation engine, consistent with the existing Automation Translation behavior.

Learn more→

Audio and Video Call Tools for Auto-accepted Chats

For chat conversations in Auto-acceptance mode, audio and video call tools are now available immediately after assignment — agents no longer need to send an initial text response before initiating a call. Selecting the Audio or Video Call option accepts the conversation and starts the conversation timer.

Learn more→

Configurable End Conversation Delay for Live Chat

Administrators can now set an End Conversation Button Delay for Live Chat, controlling how long after a conversation becomes active the End Conversation option is available to agents. A Customer-Initiated Closure Only checkbox keeps the option unavailable indefinitely, requiring the customer to end the conversation.

Learn more→

Analytics

Agent Group Membership Report: Last Action By Field Added

The Agent Group Membership Report now includes a Last Action By field showing the email of the user who performed the most recent membership action for each agent. Actions performed via API are identified in the format API:.

Learn more→

Final Response Time field added to Interaction Details Report

A new Final Response Time field is added to both the Interaction Details by Segment Report and the Interaction Details Report, capturing the date and time of the agent’s last response in each segment — or the final email sent for Email channel interactions. The field is blank when no agent response exists or when the conversation predates this release.

Learn more→

API

Login, Logout, Entry, and Exit Events Added to Agent Status API

The Agent Status API now returns an events array per agent, capturing login, logout, entry, and exit events, including the UTC timestamp and IP address for each occurrence. Request parameters are unchanged; the API version has been incremented.

Learn more→

Login, Logout, Entry, and Exit Events Added to Agent Status API

The analytics data powering the Queues and Agents dashboard is now available under the SmartAssist Analytics scope, covering near-real-time and historic metrics, including agent availability, transfer rate, abandoned interactions, AHT, ASA, SLA response levels, skills, and dispositions. Data is aggregated by queue-channel combination and can be filtered by queue, channel, date and time (UTC), direction, and skill.

Learn more→

Original source

Minor Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

UI Enhancements

Custom user context for Search AI

Admins can now configure which user context fields Agent AI passes to Search AI. The User Context setting in Pass Metadata now lets admins pass Full User Context or Custom Data Only.

Agent Coaching drill-down in the Agent AI dashboard

The Agent Coaching section in the Agent AI dashboard includes a rule-level drill-down view. Select a coaching rule from the View All screen to view all instances where the rule triggered, including the trigger text, conversation ID, triggered by, date and time, and GenAI model (for GenAI triggers only).

Integration Enhancements

NICE Integration with Salesforce Service Cloud

Agent AI integrates with NICE and Salesforce Service Cloud to support transcription, Agent Playbooks, Agent Coaching, Agentic Copilot, automation, and summaries.

Salesforce AppExchange listing correction

The Agent AI app on Salesforce AppExchange no longer displays a price tag, removing the pricing confusion for the sales team and prospective customers.

Original source

This update includes new features and feature enhancements summarized below.

Guardrails for MCP Server Tools

The Tools section of an MCP server now includes an Enable guardrail toggle that runs account guardrails before any tool executes.

Model Management in Workspace Settings

Administrators can now scope the LLM models available to each workspace. Use the new Models tab in Workspace Settings to enable, disable, and reorder models.

Desktop Application

AI for Work is now available as a desktop application, giving you access to the assistant, agents, and search without opening a browser. Download the application from work.kore.ai/download.

Live Response Flow

The assistant now streams its thoughts live in a new response flow while it processes your query.

Attachments Grouped with Parent Pages in Enterprise Search

Enterprise Search results now show attachments within their parent page result instead of listing them as separate results.

Search Platform Integration

AI for Work now integrates with the Artemis-based Search Platform, so Enterprise Search and search agents use the updated search infrastructure.

Follow-up Queries for Generated Images

Image generation now supports follow-up queries, so you can refine or modify a generated image in the same conversation without starting over.

Trace Log Performance Improvements

This release improves trace log performance, so trace logs load faster when you review agent executions.

Original source

Knowledge base

PDF formula extraction

Knowledge bases can now extract mathematical formulas from PDF documents. Previously, formulas weren’t recognized as either text or images during extraction, so they were left out of the indexed content. They’re now captured along with the rest of the document. This is enabled by default for newly created knowledge bases, improving retrieval quality for technical and scientific content. Existing knowledge bases keep their current extraction configuration.

SharePoint connector: quick actions and permission-aware search

The SharePoint connector’s overview screen in Studio now includes a Quick Actions bar for Sync, Pause, Resume, Edit Config, Re-Auth, Health Check, and Search, all directly from the connector overview.

Voice experience

Gemini Live: configurable context-window compression

For long voice conversations on Gemini Live, you can now configure context-window compression directly from the channel’s configuration panel in Studio — turn compression on or off, set the token count at which it triggers, and the token count it compresses down to. This helps longer conversations retain relevant context without hitting the model’s context limit.

Original source

Patch release

This update includes:

Voice experience

Contact Centre lifecycle events from CCAI

The platform now derives Contact Centre lifecycle events (agent connected, agent disconnected, ACW completed) from CCAI’s conversation_info payload, removing the need for explicitly pushed event entries. Canonical transfer_initiated events are now emitted for voice SIP transfers. The dispositionCode and wrapUpNotes field mapping has been corrected, and close events now include queue and assignment fields.

Language-based voice channel routing

Callers can now select their preferred language at the start of a call (via DTMF, e.g., press 1 for English, 2 for Spanish) and are routed to a language-specific voice channel with matching ASR/TTS settings. The selected language is retained for the entire session, preventing the agent from unexpectedly switching between languages mid-conversation.

Runtime-driven dynamic language switching

Callers can now switch languages mid-conversation with a simple spoken request (e.g., “continue in French” or “speak Greek”), instead of only selecting a language once at the start of the call. Runtime validates and owns the language state, so switches only happen on clear, explicit requests — casual mentions like “I have a French account” won’t trigger a change. The selected language is preserved consistently across handoffs, reconnects, and session resumption, and voice fillers (e.g., “one moment”) now play back in the caller’s active language instead of defaulting to English. This also extends language-consistency support to Gemini-based realtime voice sessions, alongside the existing pipeline voice channels.

Dynamic Welcome Messages for Agent Assist

The Kore Agent Assist channel now renders templated ON_START welcome messages using live session data. By initializing the session and running ON_START setup routines (SET, CALL) upfront, the platform ensures authored responses populate with real values. Static welcome message configurations for agents remain fully supported and unaffected.

Transcript grouping timeout

Flow authors can now configure a transcript grouping timeout, controlling how long the platform waits before grouping transcript segments into a single turn.

Gemini 3.8 Live voice model support

Gemini 3.8 Live is now available as a realtime voice model option.

Governance

Deployment lifecycle audits

Studio now surfaces deployment lifecycle audits, giving visibility into the deployment process for governance and compliance. Deployment audit metadata now includes additional context, and catalog compatibility is preserved across audit entries.

Original source

Agent builder experience

Comment-only survey templates and simplified follow-up rules

Feedback templates in Studio can now be authored without a numeric rating, so you can collect comments on their own. Per-rating follow-up questions can also inherit their visibility rule from the survey’s primary control, instead of being configured separately.

Voice experience

Per-turn TTS delivery policy for protected voice responses

Flow authors can now configure the STREAMING delivery mode for voice responses, alongside the existing barge_in control. This lets authors protect important spoken responses — such as compliance disclosures or handoff completion messages — from being interrupted, truncated, or affected by tool calls, reconnects, or mid-call capability changes.

Learn more →

Original source

Voice experience

Amazon Nova Sonic speech-to-speech voice

Voice channels can now use Amazon Nova Sonic, a speech-to-speech (S2S) model served through AWS Bedrock, as a realtime voice provider. Configure it in Studio’s Voice Services page, using either access-key or IAM-role-based authentication.

Vertex AI Gemini Live for realtime voice

Realtime LLM voice channels can now be powered by Vertex AI’s Gemini Live models, in addition to the direct Google Gemini Live provider. Model resolution and credential handling for Vertex use the same Voice Services configuration flow as other realtime providers.

Native multilingual voice profiles

Voice channels now support per-language voice profiles: each supported interaction language can have its own ASR and TTS provider and voice selection, with the voice runtime handling automatic cutover and fallback.

Learn more →

Voice CSAT survey on the return leg

Voice transfers over SIP now support a post-agent CSAT survey played back on the call’s return leg after a human agent completes the interaction, using a reserved x-callee-number SIP header to identify the transfer target.

GCP authentication for Vertex AI and Gemini

Auth profiles for Vertex AI and Gemini now support:

• Google Cloud Workload Identity Federation (WIF): Authenticate without long-lived service-account keys.
• GCP service-account authentication: Configure Vertex AI auth profiles with an uploaded GCP service-account key and test the connection.

Gemini Live JSON tool results and non-blocking tool fillers

Gemini Live channels now return tool results in JSON mode and can play non-blocking filler audio while a tool call is still in progress, reducing dead air during longer tool executions.

Warning on imported model selection

Studio now warns when a project selects an imported model that may not be fully compatible with the current configuration, so teams can catch mismatches before deployment.

Digital experience

Post-transfer CSAT survey

After an agent-to-agent transfer, the Web SDK can now present an end-of-transfer CSAT survey to the user, with responses captured through a new webhook survey resolver.

Original source

Patch Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

Configuration

End Flow Node Message Optional

The End Flow node message field is now optional, letting flows close without sending a placeholder message to the customer.

Campaigns

Campaign Attempt Metadata Sent to Artemis for All Call Attempts

For every call attempt - whether or not the customer was reached - Campaigns now sends Artemis the campaign ID, name, instance ID, instance start time, attempt number, and attempt reason. The reason identifies calls placed after a customer requested a callback later, enabling Artemis to distinguish these from standard call attempts.

Dynamic Date Constants in Contact List Filters

Contact List filters now support TODAY, TOMORROW, and YESTERDAY as dynamic values for date fields, along with a new DATE_EQUALS operator for date-only equality comparisons. Comparisons use each contact’s configured timezone; contacts without a timezone are skipped.

Original source

Patch Release

This update includes enhancements and bug fixes. The key enhancements included in this release are summarized below.

Widget Enhancements

Welcome messages for auto-transferred calls

When you set Answer Mode to Auto and a call transfers to the next available agent due to timeout or unavailability, the Agent AI widget shows welcome messages to the newly assigned agent.

Automatic playbook step adherence for IVR transfers

For IVR-to-agent call transfers, Agent AI now automatically marks completed playbook steps as adhered to, based on the information it collects during the IVR-user conversation. This applies to both primary and dynamic playbooks.

Utterance analysis for coaching rules

The Analyse option for coaching rules helps optimize utterance matching through overall or custom analysis. You can identify ambiguous utterance pairs, review threshold summaries, or analyze up to 10 custom utterances and their match scores.

API

Agent AI Engagement Tracking and Export APIs

Agent AI now supports enhanced engagement tracking for recommendation content, letting administrators monitor how agents interact with links, expandable sections, and item-level feedback within recommendations and Next Best Actions (NBAs). The platform captures link clicks, section expansions, and thumbs-up/thumbs-down actions for individual recommendation items.

Original source

Agent builder experience

Per-server rate limits for MCP tools

Rate limits can now be configured per MCP server, with Studio controls to set the limit and automatic enforcement across tenants, so one server’s traffic can’t overwhelm the rest.

Automatic indentation validation and repair in the ABL editor

The ABL editor now detects indentation problems as you write and offers an auto-fix, with clearer diagnostics when something can’t be repaired automatically.

Link eval suites to a version, deployment, or environment

Eval suites can now run against a specific project version, deployment, or environment. This helps teams determine whether a score change came from a project edit or another change, and evaluate what is actually deployed.

Workflow versions, settings, and a redesigned monitor experience

Workflows now support versioning and a dedicated settings tab, alongside a redesigned monitor experience in Studio with clearer run detail, timeline, status, outcomes, and payload views.

Learn more →

Customize webhook trigger request and response formats

You can now customize the structure of webhook trigger requests and responses. Use the default format or define a custom format for the request payload the workflow receives and the response payload it returns.

Learn more →

See why an agent isn’t ready to run

Studio now surfaces structured readiness diagnostics before a chat starts, explaining what’s blocking execution — such as a validation issue or incomplete topology — instead of only failing at runtime.

Higher-fidelity execution token budget alerts

Studio’s debug panel now warns when a run’s execution approaches its token budget, with the limit enforced consistently from the compiler through the core parser — so you catch runaway prompts during testing instead of in production.

Redesigned architecture review experience

The Arch AI architecture review now shows staged review progress as it works, clearer proposal summaries, and suggested next steps once you create a review — making it easier to follow what Arch AI checked and what to do next.

Import and export projects using a public API

Projects can now be imported and exported using a public API authenticated with a platform key and processed asynchronously. This helps external systems and pipelines move projects across deployments without using the Studio.

Improved model resolution

Model resolution now supports non-reasoning models for named-entity recognition tasks, with additional provider options and an improved resolver for query-time model selection.

Knowledge base

Scheduled web crawls for SearchAI

SearchAI can now crawl configured websites on a recurring schedule, not just on demand, with a Studio panel to set up and manage crawl schedules.

Exact SharePoint site targeting

The SharePoint connector for SearchAI lets you scope to specific sites via SharePoint’s ‘Sites.Selected’ permissions, featuring a Studio interface for direct site selection rather than requiring broader site-collection access.

Voice experience

Richer handoff context for ServiceNow, Five9, and Salesforce agent transfers

Agent transfers now resolve handoff metadata at runtime and project it into SIP headers for ServiceNow, with matching adapter support for Five9 and Salesforce, so more conversation context reaches the receiving system.

SIP termination URI support for BYOC voice channels

Bring-your-own-carrier voice channels can now be configured with a SIP termination URI, including provisioning and cleanup handled from Studio.

Author realtime voice delivery policy directly in Studio

Studio now lets you author the delivery policy for realtime voice sessions — controlling how responses are delivered as the conversation happens — directly in the agent editor, instead of only through the underlying ABL definition.

Reference SIP data in voice transfer destinations

Voice call transfer destinations can now include {{sip.}} placeholders that resolve to SIP data at runtime, with validation to make sure only the permitted values are forwarded.

Learn more →

Scoped barge-in control for voice interruptions

Barge-in behavior (whether a caller can interrupt the agent mid-response) can now be scoped to an individual step or flow instead of only a project-wide setting, giving you finer control over which parts of a voice agent are interruptible.

Outbound dialing from voice agents

Voice agents can now place outbound calls, not just receive them, using a new public API that triggers a call on demand over telephone or SIP through a configured voice channel. Each call is tracked with an ID and logged for later review.

Support for phone numbers with a leading plus sign

BYOC voice channels now accept E.164 phone numbers with a leading plus sign by default, closing a gap where such numbers could be rejected.

Choose an OpenAI speech-to-text model for voice channels

Voice channel configuration now lets you select which OpenAI speech-to-text model to use, in addition to the existing provider options.

Bring your own custom speech provider

Tenants can now register and use their own custom speech provider for voice channels, alongside the platform’s built-in speech provider options.

On-premises Deepgram support for voice channels

Voice channels can now connect to an on-premises Deepgram deployment using shared gateway speech credentials, instead of only Deepgram’s cloud endpoint.

Connect greeting audio now plays by default

You can now upload and manage the greeting audio callers hear when a voice channel connects, with a preview before publishing and a public playback API for retrieving it. New deployments now play a connection greeting by default, rather than requiring you to enable it.

Filler noise for more natural-sounding voice agents

Voice agents can now play configurable filler noise, such as ambient background sound, with its own playback settings, so pauses feel less abrupt.

Digital experience

Verified user identity for Slack channel connections

Slack channel connections can now enforce a policy requiring verified Slack user identity before a conversation proceeds, configurable from Studio.

Improved async handoff for AI for Work channels

AI for Work (AI4W) channel connections now support overriding activity visibility for streamed events, with an improved resumption service for conversations that hand off asynchronously.

Consent support for omnichannel live sessions

The embedded web SDK widget now supports collecting user consent during live, omnichannel sessions, improving the handoff experience across channels.

New channel: Exchange Graph Direct email

Email is now supported as a deployment channel through Microsoft Exchange Graph, with mailbox management, message erasure support for compliance, and a dedicated channel editor in Studio.

Upload attachments without presigned URLs

File attachments can now be uploaded as base64 content and delivered via a signed URL, giving developers an alternative to handling presigned URLs directly.

Insights

Full feedback survey templates

Feedback surveys can now be built from templates with configurable scoring, condition rules, and localization, and viewed through a dedicated analytics dashboard. Surveys can also be collected by voice and accessed through a public API.

PII controls for custom analytics dimensions

Custom analytics dimensions can now be governed by PII policy, with enforcement applied wherever that data is written or displayed, plus a new Govern PII card in Studio to review policy status.

Learn more →

Custom date ranges for Sessions and Traces

The Sessions and Traces pages now support a custom date range picker, matching the one already available on the Insights page.

New session and KPI metrics

Analytics now includes a unique-sessions metric with support for ungrouped aggregates, and workspace-level KPI weighting and error-rate calculations are now more accurate.

More reliable session message ordering

Session messages are now delivered in a durable, guaranteed order, with a fallback for degraded conditions and clearer mapping to LLM traces in Studio.

Governance

Workspace-level controls for model access

Workspace administrators can now audit and enforce which AI models a tenant can use, with idempotent controls to manage model access consistently across a workspace.

Smoother SSO invite and lockout recovery

Pending workspace invites are now accepted automatically when a user signs in through SSO, instead of requiring a separate acceptance step, and memberships locked due to a lockout are automatically restored once the lockout expires.

OAuth2 Resource Owner Password Credentials auth profile

Auth profiles now support the OAuth2 Resource Owner Password Credentials grant type, available consistently across the runtime, compiler, and Studio, for integrations that need this flow instead of an authorization-code or client-credentials grant.

External secrets via Azure Key Vault

You can now connect an external Azure Key Vault as a secret source, with runtime routing to resolve secrets from it and a Studio UI to connect and browse available secrets, instead of storing every credential directly in the platform

Guard against accidental encryption provider switches

A new safeguard prevents accidentally switching between platform-managed and bring-your-own-key encryption for a workspace’s KMS configuration.

DTMF input can now be classified as PII

Keypad (DTMF) input during a voice session can now be explicitly classified as PII, with policy enforcement applied the same way it is for other PII types.

Learn more →

Organization-wide proxy egress

Organizations can now configure a proxy for all outbound traffic across the runtime, Studio, compiler, and editor, with built-in connectivity testing, policy invalidation when settings change, rate limiting, and observability into proxy behavior.

Original source