Release notes

July 22, 2026

Availability rules for Glossary

Glossary terms now support availability rules. An availability rule restricts a term to specific end users based on variable conditions — the same rule builder used for Knowledge articles. A term whose rule doesn’t match the current conversation is skipped that turn, as if it weren’t defined; a term with no rule stays always available.

What you can do:

  • Set a rule per term — add an availability rule in the create/edit modal’s Availability section.
  • Set rules in bulk — select several terms and click Set availability to apply the same rule to all of them at once.
  • Manage rules with MCP — availability rules are surfaced by list_glossary_terms and can be set through propose_change.

Learn more in the Glossary documentation.

July 22, 2026

Download a glossary CSV template from the Glossary page

The Glossary page now offers a downloadable CSV import template, so you no longer need to leave the page to find the correct format.

Open the three vertical dots menu beside the Import button and choose Download template to get an empty CSV — headers only — with a user_term:<language> and ai_agent_term:<language> column for each language your AI Agent has enabled. It’s available even before you add any terms, so you can fill it in and import a correctly-formatted file the first time.

Learn more in the Glossary documentation.

July 22, 2026

Instagram DMs for the AI Agent

Your AI Agent can now answer Instagram direct messages (DMs) natively, through a direct Meta integration. This channel is generally available.

What’s new

Instagram is a native social channel, connected entirely from the dashboard with Meta login — no third-party middleware and no engineering setup.

  • Connect Instagram yourself from Config → Channels → Social Channels using Connect via Meta.
  • Handles inbound and outbound text and media (images and video), with interactive elements and automatic text fallback.
  • Supports human agent Handoff end to end.
  • Connect multiple Instagram accounts to one AI Agent and manage each independently (enable, disable, add, reauthenticate).

Who it affects

Available to all customers with a supported subscription. An Instagram account can be connected to only one AI Agent at a time; accounts previously connected through Sunshine Conversations must be disconnected there first.

See Instagram setup for the full guide.