Changelog
Follow up on the latest improvements and updates.
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You can now use
prompt templates
when configuring your AI Agents! These ready-made templates help you quickly add structured, best-practice prompts to your agent’s Instructions
and Actions
, with minimal tweaks required.Why it matters:
- Faster setup– Start from proven templates instead of writing prompts from scratch.
- More consistent agent behavior– Define clear flows, boundaries, follow-ups, and handoffs.
- Fewer errors and guesswork– Templates help agents stay within scope and escalate when needed.
Pick a prompt template, customize it to your specific needs, and get reliable AI Agent results with less effort.
Learn how to use prompt templates here.
You can now test how your AI Agent listens and responds to
audio messages
to reflect real customer conversations more accurately. Here’s what’s new:
🎤
Test audio messages:
Record and send voice messages directly inside the testing panel.đź§
Audio is transcribed for AI understanding:
The AI Agent will use the transcription as context to generate responses.Learn how to test AI Agents with audio here.
Say hello to
Voice AI Agent
— your always-on, AI-powered phone assistant that picks up every call so you don’t have to.It answers instantly, sounds natural, on-brand, and never takes a break — so you can stay focused while your business stays responsive.
Here’s what’s new:
- No more missed calls:Voice AI Agent picks up every time — no voicemails, no lost leads.
- On-brand, every time:Choose natural AI voices, multiple languages, and customize your greeting.
- Complete visibility:Access call logs, recordings, and transcripts right in your Inbox.
- Easy setup:Toggle on “Handle calls,” add your prompts, and go live in minutes.
✨ With Voice AI Agent, your phone line just got smarter — and your team, even more scalable.
We’ve rolled out updates to make messaging on mobile faster, clearer, and easier to manage — so you can stay focused on the conversations that matter.
What’s new:
- Open message links instantly— Tap a message link to jump straight to that exact message in the conversation.
- Save Contact cards in one tap— Received a Contact card? Save it instantly without copy-pasting.
Enjoy a faster, more seamless mobile experience 🚀
We’ve added a new Developer API endpoint that lets you retrieve the full message history for a specific contact, making it easier to work with conversation data across your systems.
What this means for you:
- Easier conversation syncing— Keep message history consistent across external platforms and tools.
- Simpler integrations— Build custom workflows, dashboards, or automations with accurate messaging data.
Related improvement:
- Richer message payloads— Outgoing messages now include sender information in thenew outgoing messagewebhook and theGet a MessageAPI endpoint.
Use the Developer API to build more reliable and better-informed integrations. Lean more here
We’ve rolled out a round of UI improvements and fixes across the platform, including small layout refinements, more consistent interactions, and visual polish in various areas. Together, these updates make the interface feel clearer, more reliable, and smoother to use overall.
We hope you enjoy exploring the updates!
AI Assist can now use images and PDFs as part of the conversation context, giving it a complete view of the information your Contacts share.
Benefits:
- More accurate responses— AI Assist can now reference content in images or PDFs to deliver clearer, more relevant answers.
- Deeper understanding of customer messages— Screenshots, documents, and forms are fully interpreted, including visual context.
- Fewer follow-ups, faster resolutions— With better first-response accuracy, conversations flow smoothly without unnecessary back-and-forth.
Enjoy smarter, more complete replies, now powered by all the context your customers share.
We’ve just rolled out knowledge source reranking — a new feature that helps our AI pick the most relevant information before generating a response. By filtering and prioritizing knowledge sources automatically, the AI now works smarter from the very start.
Here’s what this means for you:
- More accurate, context-aware answersfrom AI Assist and AI Agent.
- Faster repliesbecause the AI processes only the most relevant results.
- Fewer irrelevant outputs, giving you a better experience overall.
Start enjoying clearer, smarter AI responses!
The AI Agent can now trigger your existing Workflows based on your instructions, turning conversational intent into actions instantly.
Why it matters:
- Works with your current setup- No need to rebuild. The AI Agent connects seamlessly with your existing Workflows.
- Easier adoption for workflow-heavy teams- Teams can now enjoy AI-powered conversationsandautomation without choosing between either.
- More reliable execution- When tasks require structured steps, the AI Agent hands off tasks to Workflows to follow your exact business logic.
Write simple instructions. Let the AI Agent do the talking — and Workflows handle the doing.
Learn how to set it up here.
AI Agents can now leave internal comments in conversations, so your team gets the right context without digging through chat history.
What’s new
đź“ť
Add comment action
: Let AI Agents post internal notes directly in the Inbox (great for handoffs and escalations).đź‘€
Clearer team context
: Capture key details like intent, summary, and next steps in a single comment.đź“Ł
Optional @mentions
: Tag specific teammates in the comment when you need attention on a conversation.Learn how to set it up here.
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