Suppress the CSAT survey with rules

You can now suppress the CSAT survey when an end user’s variables match a rule.

What’s new

Config > AI AGENT > CSAT has a new Survey Suppression section on both the AI Agent chat and Human Agent tabs.

Never suppress keeps the current behavior. Every eligible end user is offered the survey.
Suppress when the following rules match hides the survey when the end user’s variables match the rules you define. The rule builder is the same one used for Availability rules on Knowledge and Actions.
Each tab has its own suppression rules, so the AI Agent survey and the Human Agent survey can differ.
Suppression rules apply to the end-of-chat survey and the survey after a Human Agent chat. They do not apply to the survey sent by SMS after a voice call, or to a survey that a Playbook step sends.

Learn more about configuring a satisfaction survey.

MCP: compare a change set against baseline in one call

An AI assistant connected over the MCP server can now compare a change set’s performance against baseline in one call. Baseline is the set of conversations your live AI Agent handles, not attributed to any change set.

The new compare_changeset_metrics tool takes a change set ID and a date range. It returns baseline and change set side-by-side for containment_rate, resolution_rate, csat_rate, and each enabled custom metric pass rate. Each metric row includes the absolute difference and the difference relative to baseline. Cohort conversation volume is included.

Before, an assistant called get_ada_metric twice per metric and aligned the results itself. One call now returns every metric for both cohorts with the difference computed.