Release notes

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September 18, 2025

Docs updates: Improvement tactics & best practices

We’ve added new help articles to make it easier for customers and teams to improve and optimize AI Agents. This includes a new Improvement tactics page as well as several new Best practices topics that provide practical examples and guidelines.

What’s new

  • 🚀 Improvement tactics
    Practical strategies for diagnosing issues and improving Agent performance.

  • 📖 Best practices (first set now published):

    • 📚 Topics: How to structure and manage topics for performance and clarity.
    • 📘 Knowledge setup: Guidelines for organizing knowledge articles so answers are accurate and reliable.
    • ⚙️ Actions: Tips for controlling when and how Actions are triggered.
    • 🎯 Coaching: Recommendations for monitoring and coaching Agents to improve over time.
    • 🎨 Personalization: How to use variables and conditions to tailor responses for different end users.
    • 👋 Greetings: Latest addition! Covers how to create warm, on-brand greetings that set the right tone and expectations for conversations. Stay tuned — more best practices to come!