Localized Knowledge falls back within the same language
In Messaging and Email channels, when a Knowledge search finds no articles matching an end user’s localized language tag, your AI Agent now uses the remaining articles in that language, including versions localized for other regions. Previously the search returned nothing and the AI Agent replied that it did not have the information. Voice is unchanged.
This closes the gap for end users whose tag carries a region, such as en-GB or en-AU. End users on a root tag like en were already served from all locales for that language.
Availability rules remain the way to keep localized articles with the right end users. Set them on any content that must stay region-specific. See Knowledge localization.
Ask steps can show accepted values as quick replies
A Playbooks ASK step that maps the answer using reasoning can now present its accepted values as tappable quick replies, so end users select an option instead of typing one. Turn it on per step with the Quick replies option in the step’s Messaging channel settings. It is available when the step sets a single variable and has at least two accepted values.
Each accepted value can carry a different display label. End users see the label, and the Playbook receives the underlying value. Quick replies follow the order of the accepted values list, and the message box stays available so an end user can still type an answer.
Quick replies are supported on the Web Chat widget. Other channels are not supported yet. See Quick replies for accepted values.