Release notes

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June 30, 2026

New knowledge articles and Playbooks fields in the Data Export API

The Conversations endpoint in the Data Export API (v2) now exposes two new fields:

  • used_articles: the knowledge articles referenced during the conversation, each with id, name, url, and source.
  • used_playbooks: the Playbooks invoked during the conversation, each with id, name, playbook_execution_id, and outcome_status.

Both return an empty array when none applied. For more details, see the conversation object reference.

June 30, 2026

Realistic Voice simulations: now matching real call behavior

Voice Simulations now run through the same voice pipeline as live calls, so what you hear in a simulation is what your callers experience in real life.

They now cover behavior that only happens on a real call—speech recognition, natural pacing, and real-world latency—and each result includes a recording of the call alongside the transcript and pass/fail evaluation.

You can also use the Scenario field to shape how the simulated caller behaves and test against realistic conditions:

  • Tone and emotion (for example, a frustrated or rushed caller)
  • Accent or dialect
  • Speaking speed
  • Keypad (DTMF) input
  • SMS (send and receive)

To get started, create a test case and select Voice as the channel. Learn more in the Simulations documentation.