3.2026

Each conversation turn now shows a Sources tag listing the Connected Knowledge files the agent retrieved. Click a source name to open a side panel showing the exact document content used to generate the response.

What’s new:

• Sources tag appears beneath each turn, alongside Matched topics.
• Click any source name to open an inline preview panel.
• The panel shows the retrieved text chunks from the source document.
• An Open in Knowledge button links directly to the source in the Knowledge area.
• Toggle Sources in the Diagnosis dropdown to show or hide this layer.

Why it matters:

• See exactly what content the agent was working from on any given turn.
• Faster debugging when retrieved content is unexpected or incomplete.
• No need to leave Conversation Review to check the source document.

Smart Analyst now uses a sub-agent to analyze up to 500 conversations for patterns – a 10× increase from the previous 50-conversation limit.

What’s new:

• Analyze up to 500 conversations per query (previously 50).
• Conversations are sampled either randomly or based on a metric / PolyScore.
• Ask questions like “What do customers complain about?” or “How can we reduce handoffs where users ask to speak to a human?”
• Get directional insights on behavior frequency where no metric is present.
• Deep sampling helps uncover patterns that smaller samples might miss.

Example use cases:

• Identify common complaint themes across a large sample
• Analyze handoff reasons with statistically meaningful data
• Discover edge cases and rare conversation patterns
• Validate hypotheses about customer behavior at scale