2.2025

You can now use the Environments & versions tab to compare two Knowledge versions side-by-side and track modifications across the sandbox, pre-release, and live environments.

Versions are displayed as split diffs.

• Additions mean a new Knowledge entry.
• Deletions means a Knowledge entry has been deleted.
• Edits is the symbol applied to any existing but altered Knowledge entry.

• Quickly identify additions, deletions, and changes between Knowledge versions.
• Easily attribute changes to their authors.

Visit the Environments & versions page for more details.

Improve the experience for users when a function takes longer than expected by playing filler utterances during the delay.

How it works:

• Set up delay responses that play while a function is still processing.
• Define the initial delay before the first filler utterance is played.
• Configure the interval between utterances to control pacing.
• Specify the expected length of each utterance for smoother timing.

This feature ensures that users receive real-time feedback instead of silence, making interactions feel more natural. It’s useful for scenarios like booking confirmations or data lookups, where a response takes a few seconds.

Visit the Function delay control page for more details.

Upload pre-recorded audio directly from the audio management resource in Agent Studio.

Key benefits:

• Easily replace TTS with high-quality voice actor recordings.
• Improve voice consistency across different agent responses.
• Initial release supports single file uploads. Bulk upload functionality is planned for a future release.

Reference variant attributes dynamically within Knowledge responses.

How it works:

• Add variant attributes by typing / or selecting the + icon in content fields.
• Reference existing attributes or create new ones dynamically.
• Personalize responses by encoding structured variant data.

Transition functions are now managed centrally within the flow editor.

Key benefits:

• Prevents accidental deletions when modifying flows.
• Enables reusing, duplicating, and managing transition functions from a single interface.
• Streamlines agent configuration and debugging.

Visit the flows page for more details.

Users can now annotate user conversation turns for:

• Missed topics
• Incorrect ASR transcriptions

Agent conversation turns can be annotated for wrong information.

You can now configure handoff using SIP, with INVITE, REFER, or BYE. You can also add SIP headers to the handoff template.

How it works:

• The default handoff method is set to REFER.
• You can adjust this to other methods according to the specific needs of your projects.
• You can add SIP headers to the handoff.

Visit the call handoff page for more details.

A new Enterprise overview dashboard provides key operational insights and is the new homepage of a project.

Key benefits:

• Monitor total calls, call duration, words generated, and key metrics.
• Improve oversight of agent performance and containment rates.
• Can be configured to work alongside custom dashboards for deeper analytics.