Release notes

You can now choose which types of sensitive image your AI Agent withholds. Two toggles under Image redactions cover government ID documents and other credential documents. Both are enabled by default, which matches the previous behavior. Disable a type when your end users must send that document to complete a flow, such as a bank-transfer confirmation.

You can now set a fallback Handoff to decide where end users go when an error stops your AI Agent from choosing a Handoff itself. The Agent uses the fallback Handoff if it’s active on the channel of the conversation and its availability rules allow it.

To set it, open an active Handoff, click More options, then click Set as fallback Handoff.

You can now set availability rules on the knowledge sources that an Ada App creates. This covers the Zendesk App, the Salesforce Knowledge App, Contentful, Dixa, Gladly, ServiceNow, Helpjuice and Microsoft Dynamics. The legacy Zendesk and Salesforce connections are not included. Set the rules in the Availability section of the connection form. Every article the first import adds gets them. Change them later from the connection’s Settings page.

The Messaging SDKs now expose selectQuickReply(messageId, index) on Web, iOS, Android, and React Native. Use it to select a quick reply from your own UI, including a headless integration. Pass the message ID and reply index. The runtime uses its stored reply fields.

Enable programmatic control before calling the method. See the Web, iOS, Android, or React Native reference.

The Messaging web and mobile SDKs can now start a specific Playbook with triggerPlaybook. This feature is in Early Access.

Set enableProgrammaticControl to true. Mark the Playbook as startable from the SDK. See the web, iOS, Android, and React Native references.

Messaging is Ada’s new chat experience for websites and mobile apps. It replaces Chat and the legacy Chat SDKs: the embed2.js script tag, the @ada-support/embed2 npm package, and the iOS, Android, and React Native SDKs. Chat retires on December 15, 2026.

What end users notice

Messaging changes the conversation in four ways that end users can see.

You can now set availability rules on a knowledge source that you create through the Knowledge API. Every article that the source adds gets those rules automatically. Set them when you create the source with availability_rules on POST /v2/knowledge/sources, so the first import is covered, or later with PATCH /v2/knowledge/sources/{id} or from the Sources tab with the Settings button beside the source.

You can now set availability rules on a web import source. Every page that the import adds gets those rules automatically, so you no longer need to set rules on imported articles one by one. Set the rules when you add a website, or later from the source’s Settings.

Rules on the source apply to pages imported after you set them. Existing articles keep their own rules.

The Email API now accepts the files that end users attach to a contact form. Your AI Agent handles them the same way as attachments on an email sent to it directly.

What’s new

The POST /v2/conversations/email/ endpoint accepts a new request format. JSON requests work as before.

Contextual AI-generated SEND steps in Playbooks can now use Knowledge for a single reply. A reference in General Guidelines applies across the whole Playbook. A search or a reference in a SEND step grounds the reply of that step.

What’s new

Two options appear under Knowledge in the @ menu of a Contextual AI-generated SEND step.

The Conversation View now shows how long your API tools take to respond.

When an API tool is slow, the conversation shows it. A response that takes more than 1 second is marked with the time it took. If several API tools run in one turn, the total appears at the top of that turn. Open a tool’s details to see the time for every response, fast or slow.

The v2 Conversations endpoint of the Data Export API now returns changeset_id on each conversation. The value is the unique ID of the change set the conversation ran against.

The field returns baseline when the conversation ran against your live AI Agent rather than a change set.

Use the field to measure a live customer test. Group your export by changeset_id to compare the conversations in a rollout against the rest.

What’s new

ASK steps in structured v2 Playbooks now evaluate the end user’s reply to the last re-ask before the step moves on. The Max re-ask attempts field now accepts 0.

• Every reply is evaluated. Previously, the AI Agent applied the re-ask limit before it read the reply to the last re-ask. The step discarded a valid answer given on the last re-ask and moved on with the fallback value or an empty variable. The Agent now reads that reply first and only then decides whether to move on.
• Max re-ask attempts counts re-asks after the first question. A value of 3 means the Agent asks once and re-asks up to 3 times, 4 questions in total. The default is 3 re-asks, so existing steps ask the same number of times as before.
• Ask only once. Set Max re-ask attempts to 0 and the Agent asks the question once, evaluates the reply, and moves on without re-asking.

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.

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.

The chat widget now supports Chrome 99, Edge 99, Firefox 97, and Safari 15.4 as its minimum desktop browser versions. On iOS, the minimum supported version is iOS 15.4 for Safari and in-app WebViews. On Android, the minimum supported version is 99 for Android System WebView or Chrome.

The chat widget runs in the device’s web engine. Android System WebView updates separately from the operating system through the Play Store.

Ada removed automatic URL-triggered business events from the Embed2 Web SDK. Embed2 no longer fetches business-event definitions, and it no longer records an Event when a page URL matches a trigger condition. Existing integrations continue to load without code changes.

What changed

This release changes the following Embed2 behavior.

Sortable tables in the dashboard now keep the column sort you choose. Leave the page and come back, and the table opens the way you left it. A shared link opens with the same order.

New default order

Four tables open on the most recent edit instead of alphabetical order.

A Code tool can now report how its run ended. A Playbook can branch on that outcome instead of handing the conversation to a human agent. Before this change, a failed run exited the Playbook and forced a handoff. A run fails when the code raises an error, exceeds a limit, or receives an input of the wrong type.

What’s new

What’s new

Structured v2 Playbooks can ask the end user to rate their experience at the point the author chooses, with the new CSAT survey RUN target. The CSAT survey RUN target shows the survey card in web chat and messaging channels. On Voice, it asks the caller for permission and then texts the survey link through Agent SMS. On Email, it sends the survey link in its own email. The Playbook continues with its next step and does not wait for the rating.