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Connect Zendesk with Global OAuth

Zendesk Handoff integrations now use a centralized OAuth connection instead of manual API token entry. Connect each of your Zendesk subdomains once from Config > Apps > Zendesk, and the connection is shared across all Zendesk Handoff integrations except Zendesk Chat.

Why this is changing

Zendesk is deprecating API token authentication for all integrations. Previously, connecting Ada to Zendesk required generating an API key in Zendesk and entering it manually. That key had no expiration and required manual rotation.

With OAuth, you authorize Ada to access your Zendesk account through Zendesk’s secure login flow. The connection stays active automatically in the background with no recurring reauthorization and no keys to manage. Access can be revoked at any time from your Zendesk admin settings. Existing configuration such as webhooks and triggers carries over.

Accounts that need to migrate will receive detailed instructions via email. Existing API token connections remain fully functional during migration. Nothing will stop working while you transition to OAuth. All accounts are expected to complete migration by the end of May 2026. For additional guidance, contact your Customer Success Consultant (CSC).

Learn more in Zendesk Handoffs.

Updated Salesforce Knowledge integration

The Salesforce Knowledge integration has been updated to use External Client Apps with the Client Credentials OAuth flow. The new integration adds support for multiple Salesforce Knowledge connections, filtering synced articles by data category or locale, and automatically syncing Salesforce data categories as tags in Ada.

Customers who connected their Salesforce knowledge base before March 17, 2026 can continue using the existing integration. See Import articles from Salesforce Knowledge for migration steps.

Voice conversation view now shows interruption events

The conversation view now displays interruption events for Voice conversations. When an end user interrupts the AI Agent mid-response (barge-in), an [Interrupted by end user] annotation appears inline on the affected message.

This covers all barge-in scenarios, including interruptions during normal speech, short utterances, and interruptions before the Agent has begun speaking (such as during knowledge retrieval).

To learn more about reviewing conversations, see Conversations.

Disable presence messages on Social channels

A new toggle on the Social channel settings page allows you to suppress presence messages on Sunshine Conversations and Twilio channels.

Presence messages are system notifications such as “connected to live agent” that appear to end users when agents join or leave a conversation. In scenarios with frequent agent reassignments, these messages can create a noisy experience.

With the Disable presence messages toggle enabled, the AI Agent no longer sends these notifications to end users. Agent routing and Handoff behavior are not affected.

To configure this setting, go to Config > Channels > Social > Presence Messages. For more information, see Social channel onboarding.

Webhook management API

Webhook endpoints can now be managed programmatically through the new Webhooks API. This enables automating webhook configuration across environments and integrating webhook setup into deployment pipelines.

The API supports:

• Creating, listing, updating, and deleting webhook endpoints
• Retrieving and rotating signing secrets
• Listing available event types

Webhooks created via the API are identical to those created in the dashboard and appear in both interfaces.

For details, see the Webhooks documentation.

Increased email footer character limit

The email footer character limit has been increased from 500 to 2000 characters, allowing more room for legal disclaimers, compliance messaging, and localized content.

Learn more in Email appearance settings.

Edit sync frequency and name for existing web sources

You can now edit the sync frequency and name of existing Web Import sources without needing to delete and recreate them.

Previously, these settings could only be configured during initial setup. Now you can:

• Change sync frequency between Daily, Weekly, or Never for any existing web import
• Rename knowledge sources for better organization

To update an existing web import, navigate to the Knowledge section in your dashboard, locate the web import you want to modify, and click the settings icon.

Learn more in our Web Import documentation.

View step-by-step reasoning for Playbook decisions

AI Managers can now see the reasoning behind each Playbook step selection directly in the conversation view. Click the information (ℹ) icon beside any Playbook event to see why the AI Agent chose each step.

Learn more in Playbook management.

Increased per-day rate limits for End Users and Conversations APIs

The per-day rate limit for the End Users API and Conversations API has been doubled from 30,000 to 60,000 requests per day.

This applies to:

• All /v2/end-users/<end_user_id> endpoints
• POST /v2/conversations/, GET /v2/conversations/<conversation_id>/, and POST /v2/conversations/<conversation_id>/end/

Per-minute (300) and per-second (30) limits are unchanged. No changes are required on your end.

For full rate limit details, see the End Users API and Conversations API documentation.

Configure sync frequency for web sources

Web Import sources now support a configurable sync frequency. When adding a website source, choose how often Ada automatically re-syncs its content: Daily, Weekly, or Never. Weekly is the default for all new sources.

Learn more in our Web Import documentation.