Release notes

Glossary now works in both directions. AI Agent terms apply whenever an answer draws on related knowledge content, not just when an end user’s message matches a User term. And a single glossary entry can now hold every phrasing end users have for a concept.

What’s new:

• Always-on AI Agent terms — When the AI Agent answers from knowledge content related to a term, it’s guided to use your AI Agent term and its definition, even if the end user never used one of your User terms. Matching runs against your knowledge content, so articles that use your preferred terminology give the strongest signal. The end user’s conversation language is always included, so mostly-English content still surfaces your wording in non-English replies. There is nothing to configure. Learn more.
• User term aliases — A language can now hold up to 20 User terms on one entry, all mapping to that entry’s AI Agent response term. No more duplicate entries per phrasing. Add them in the term modal’s User terms section, or separate them with semicolons in a user_term:<language> CSV cell (for example, apple gift card;iTunes card;App Store card). Exports use the same format. Learn more.
• Availability filter — Filter the glossary list by availability (Is / Is Not), the same filter used for Knowledge articles.

Learn more in the Glossary documentation.