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New Customer Effort Score and Net Promoter Score survey questions

You can now add Customer Effort Score (CES) and Net Promoter Score (NPS) questions to your satisfaction surveys alongside the existing satisfaction rating questions.

What’s new

Customer Effort Score (CES): Measures how easy it was for customers to get help with the default question “How easy was it to get the help you needed today?” You can configure CES on a 5-point or 7-point scale.

Net Promoter Score (NPS): Measures customer loyalty with the default question “How likely are you to recommend us to a friend or colleague?” NPS uses the standard 0-10 scale where 0-6 are Detractors, 7-8 are Passives, and 9-10 are Promoters.

Both question types can be:

• Enabled or disabled independently
• Made required or optional
• Reordered within your survey flow
• Customized with your own question text

Where to find it

Configure these new survey questions in Performance > CSAT setup alongside your existing satisfaction survey questions. Results appear in the “Satisfaction Survey Results” report, which can be easily downloaded for further analysis.

For more information, see our CSAT survey configuration documentation.

Four new languages for African users

What’s new

Ada now supports four additional languages for African users:

• Shona
• SeSotho
• Nyanja (Chichewa)
• Ndebele (Southern)

You can enable these languages in your multilingual settings.

Limitations

• Channel limitations: These languages can only be used in Web Chat; they cannot be used in Voice or Email conversations.

• Language detection: Ada cannot automatically detect and switch to using these languages.

Find All Ada Docs and Release Notes in One Place!

We’re excited to announce that Ada’s documentation—including our help content, API reference, and release notes—has been unified and is now live at https://docs.ada.cx/.

What’s new:

• Release notes are now hosted alongside the refreshed help documentation, providing a unified experience.

• Redirects from https://developers.ada.cx/ to https://docs.ada.cx/ are in place, so any existing links will continue to work seamlessly.

Collect CSAT for Voice conversations

We’re excited to introduce CSAT surveys for Voice conversations, enabling you to gather real-time customer satisfaction feedback directly after calls with your Voice AI Agent.

At the end of an interaction, the AI Agent can now offer callers the option to receive a one-time text message containing a link to a short survey. If accepted, a customizable CSAT form—identical in structure to what is already used for Messaging and Email—will be sent via SMS.

Survey responses will flow into your existing CSAT reporting dashboard, alongside other channels, providing a unified view of customer feedback across the board.

For more information, check out our help docs.

Available now for all Voice AI Agents on the new Voice architecture. AI Agents with CSAT enabled will automatically begin collecting CSAT for Voice conversations - no additional configuration required.

Transcript Highlighting for Voice Conversations

You can now follow along with your Voice AI Agents’ call recordings more easily—transcripts are automatically highlighted in sync with playback, making it simple to track the conversation.

Help Contents Moved

We’re consolidating our documentation to create a more unified and streamlined experience. As part of this effort, we’ve restructured our help system and temporarily moved it to https://developers.ada.cx/.

This update is all about improving navigation and making content easier to find and explore. The side navigation now uses short, concept-style headings that are easier to scan at a glance. Major features are surfaced directly in the nav, so you can jump straight into what matters—no more digging through long, nested menus.

A new intro section provides a high-level overview of what Ada can do and helps guide readers toward the right areas of the product. It’s a great starting point for new users and a quick orientation for anyone looking to explore key capabilities.

Dedicated landing pages have also been introduced within each feature section. These pages act as side entrances into the docs—ideal for users who are jumping in with a specific goal in mind, rather than reading top to bottom. Over time, these landing pages will give us space to expand the content with best practices, how-tos, and conceptual topics.

What’s new?

• Restructured navigation: Help content has been reorganized with a cleaner, more intuitive navigation structure and concept-style topic headlines. This makes it easier to find the information you need and highlights key features that were harder to discover before.

• Nothing lost, just better organized: All existing help content is still available—it’s simply easier to explore and navigate in the new structure.

• Help content temporarily moved: All help documentation is now hosted at https://developers.ada.cx/home. This is a temporary change—help content will return to https://docs.ada.cx once the full migration is complete.

• Temporary split for release notes: Release notes are still being maintained at https://docs.ada.cx for now.

• Search update: Search is currently disabled at https://docs.ada.cx, since only release notes remain there for now. This means there’s no way to search release notes specifically during this interim period. For full search functionality across help content, use https://developers.ada.cx/home.

• Full consolidation coming soon: Eventually, all documentation—including help content, developer docs, and release notes—will live together at https://docs.ada.cx for a fully integrated experience.

Why this matters?

We’ve restructured our help documentation to make it easier to navigate and faster to find what you need. Key topics that were harder to discover are now more visible, thanks to improved organization and clearer sectioning.

Although the help content is temporarily hosted at https://developers.ada.cx/home, this change supports a more seamless experience between help and developer docs. Everything will move back to https://docs.ada.cx once the full migration is complete.

This is a foundational step toward a unified, easier-to-use documentation platform—and we’re confident it will make your experience with our docs more intuitive and efficient.

Refine your Coaching to optimize behavior

You can now improve your AI Agent’s understanding of past feedback with Coaching Refinement, a new capability that enables you to fine-tune when your AI Agent considers your coaching in the future.

When first created, coaching is grounded in the context of the original conversation. With Coaching Refinement, you can now review how coaching is used in new conversations and quickly flag whether it was correctly considered, helping your AI Agent continuously improve its understanding.

By refining coaching where needed, you can teach your AI Agent to better interpret feedback, particularly in complex or unexpected scenarios. Even small refinements can significantly improve performance over time, leading to more accurate and reliable customer interactions.

Coaching for Handoff Control

When coaching to handoff, you now have the ability to select which of your specific handoff flows your AI Agent should use in future scenarios.

What’s new?

• Select a specific handoff flow to be used when creating handoff coaching: You now have control over which of your handoff flows is used when coaching your AI Agent to handoff.
• View additional details in the conversation view when coaching is applied: See inline details on which specific coaching feedback was applied by your AI Agent in the future.

New Toggle for AI-Generated Topics

You can now toggle AI-generated Topics on or off, allowing for greater control over how conversations are categorized—and ensuring that Topic taxonomy in Ada aligns with what matters to your business.

What’s New?

• AI-Generated Topics Toggle – You can now toggle off AI-generated Topics entirely from the Topics view.
• Fallback Topics – When AI-generated Topics are off, unmatched conversations are automatically sorted into:
  • Other Inquiries – For conversations with understood intent that don’t match any existing Topic.
  • Unclear or Incomplete Inquiries – For conversations where the intent is unclear.
• Smarter Matching Behavior – When AI generation is off, conversations won’t match to inactive Topics—preserving your intended structure.
• No Change by Default – AI-generated Topics remain on by default. You can turn them off at any time.

Why This Matters

Previously, AI-generated Topics were always on. While helpful in many cases, some of you shared that:

• The generated Topics created were too broad or duplicative.
• You wanted more control over what gets added.

Now, you can decide whether to rely on AI-generated Topics—or only use the Topics you’ve defined.

Zendesk Support Handoff - Now Compatible with Email

The Zendesk Support handoff can now be used for email escalations! This enhancement allows human agents to continue escalated conversations in the same email thread as your AI Agent, using the same support email address.

Consult the Zendesk Support handoff guide and the Email configuration docs to learn more.