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# 11.2025

> November 2025 release notes.

The **November 2025** PolyAI Agent Studio release introduces the Connected Knowledge tab (now part of the Knowledge area), KB topic activation controls, an in-app integrations catalog, multi-channel dashboards, Smart Analyst visual updates, and improved SMS configuration.

Expand the items for details:

#### Connected Knowledge

Upload and manage multiple knowledge sources to power your agent – files, URLs, and external integrations – all from one place within the Knowledge area.
This is an improvement on the previous knowledge collection functionality, and allows mature organizations with a lot of content to build and maintain quickly.

![source-hub](/_fern-files/_img/f9c4b812c0a88f7faf3fbd125ab3bcd992af05363606d9f2d2e2d3d1ae7be45d.webp)

**What's new:**

* Add **multiple external knowledge sources** to populate your agent's knowledge.
* Supported formats include PDFs, text files, Word docs, CSVs, JSON, URLs, and CRM/helpdesk integrations.
* Assign each source to specific **client environments** and **variants**, so large deployments stay organized.
* Group sources for easier navigation and maintenance.
* Re-upload or re-scrape sources to refresh content when upstream material changes.
* Per-chunk **citations** appear in Conversation Review, showing exactly which source text informed a response and helping teams trust the agent's reasoning.

#### Integrations overview page

Browse a catalog of third-party tools that Agent Studio can integrate with.

![integrations](/_fern-files/_img/41bbb8968d75582582d88e32098af0d336d578f8f43dbcd17a3a4b18255c0c2d.webp)

**What's new:**

* New **Integrations** page listing supported tools across Telephony, Chat, CRM, Vertical, and Knowledge categories.
* Search by integration name or description to find what you need quickly.
* Filter by category to focus on telephony, CRM, healthcare, restaurant, hotel, or KB integrations.
* Each card shows the integration logo and a short summary of what the connection enables.

#### Deactivate KB Topics

Temporarily turn off Knowledge topics without deleting or restructuring content.

![kb-toggle](/_fern-files/_img/2312ff67c60a434f4dc1a9898cbbb3d58505af4ebe6810ca96e4a8ce71380fc0.webp)

**What's new:**

* You can now **activate or deactivate** any KB topic from the ellipsis menu.
* Deactivated topics are **ignored by the LLM** and clearly labeled *Inactive* in the UI.
* Activation state is versioned and can differ across **Sandbox**, **Pre-release**, and **Live**.
* New **sort by inactive topics** option to help find dormant or seasonal content.

#### Multi-channel dashboard

Agent Studio's homepage now reflects how projects actually run: if a project uses both **voice** and **chat**, each channel now has its own homepage analytics tab.
The redesigned dashboards give clearer insight into performance, and for chat-only deployments now only relevant chat metrics will appear.

![multi-channel-dashboard](/_fern-files/_img/2288cd68e5cfe732021fd8f533233862e5fb7f7ae02bab74187245448ca9e747.webp)

**What's new:**

* Split the homepage into **Voice** and **Chat** tabs, with visibility based on which channels your project uses.
* Chat tab highlights key KPIs such as engaged conversations, containment rate, total messages, cost savings, and average handle time.
* New charts for chat deployments: engaged conversations over time, messages per conversation, total message volume, top QA reasons, and containment evolution.
* Currency selector for core metrics (USD, GBP, EUR), with automatic conversion for cross-regional teams.

#### SMS messaging-service IDs

Agent Studio now matches how production SMS integrations are actually configured.
Messaging Service IDs replace the old, restrictive phone-number-only fields, making outbound SMS setup more flexible for enterprise deployments.

![twilio-msg-service](/_fern-files/_img/65becfff47f81ef3230681959e364a135daff7b86c26984806dc433cbf1d1030.webp)

**What's new:**

* UI accepts Twilio-style Messaging Service IDs like `MGxxxxxxxxxx`.
* Replaces the previous phone-number-only validator, aligning the UI with existing API behavior.