Choose which contact details the AI Agent shares from Knowledge
You can now control which phone numbers and email addresses your AI Agent shares from Knowledge. By default, the Agent keeps them private, even when an end user asks for one. Opening hours are always shared.
Enable Share contact details from Knowledge under Manners in the Persona settings. Then choose All contact details in Knowledge or Only the contact details I list. In the list mode, enter the phone numbers, email addresses, and *@domain wildcards that the Agent can share. The list needs at least one value before you can save.
The Persona API exposes the same setting as the contact_details field.
For more information, see Personality setup and the Persona API.
Simulations: test every path through your API tools
A simulation can now answer an API tool from the test case. You describe the records and rules for each test. You can then test every branch of a flow, with no test accounts to set up or reset. Use it to find Playbook gaps and to test fixes in the improvement loop. Every API tool stays Live by default. Set an API tool to Mock to use it.
What changes
- Mock in simulations, on each API tool. A mocked API tool is answered from the new External systems field of the test case. Its API traffic profile, a summary of how your API usually answers, gives the answer its shape. No request reaches your system. Set several API tools at once with Set simulation mode on the Tools page.
- External systems, a new test case field. Describe the records your systems hold and the rules they follow for the test.
- Block in simulations, on each code tool, MCP tool, and HTTP Request block. These have no mock. Code tools and MCP tools run for real by default, and so does an HTTP Request block in a voice simulation. A blocked call sends nothing, and the run fails.
- A Mocked or Live badge on each API tool call in a simulation transcript.
- A Web Chat or Email simulation no longer sends your webhooks, and no simulation writes to Zendesk Messaging. A voice simulation still sends webhooks, because it is a real call.
Mock API tools work on Web Chat, Email, and Voice. See Mock API tools.