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Actions Usage Report renamed to API Usage Report

The Actions Usage Report has been renamed to API Usage Report and now includes HTTP Request block tracking alongside Actions.

Going forward, HTTP Request blocks appear automatically in the report as HTTP Request: {METHOD} {URL}.

Learn more about the API Usage Report and HTTP Request blocks.

Streamlining Automated resolution and containment reporting

We’ve streamlined our reporting by consolidating the standalone Containment Rate report into the Automated Resolution and Containment report.

What changed

• Report consolidation: Since the Automated Resolution report already tracked containment metrics, the standalone Containment Rate report was redundant. We used the Real-Time Dashboards & Reports project as an opportunity to deprecate it.
• Updated naming and description: The report title has been updated from “Automated resolution rate” to “Automated resolution and containment,” and the description now reads: “How often your AI Agent contained inquiries, and how often it both contained and resolved them.”

Why this matters

You can now find all containment and resolution metrics in one place, making it easier to understand how your AI Agent is performing without switching between reports.

For more information, see the Automated Resolution and Containment report documentation.

Real-Time Dashboards & Reports

We’ve officially begun a progressive rollout of our new Real-Time Dashboards & Reports, with a goal of reaching all customers by the end of this week.

Once live in your account, your reports will show the latest data every time you load the page. No more multi-hour delays—you’ll have immediate visibility into exactly how your bot is performing right now.

What’s new

• Fresh data on load: Metrics will fetch the most up-to-date data every time you open or refresh the page.
• Expanded filters: All reports will share a unified, richer set of filters to help you slice and dice your data with more flexibility.

Note: While the metrics are real-time, Topic assignment and Automated Resolution run after a conversation has ended. For abandoned chats, this happens after 24 hours of inactivity (72 hours for email).

Blocking email addresses now available

Added the ability to block specific email addresses directly from the dashboard, preventing the AI Agent from responding to those senders.

New emails from blocked senders will not create conversations, trigger replies, or appear in reports or analytics. Unblocking restores normal behaviour for future inquiries.

Learn more about how to block email addresses here

Cancel capture button label update

The label for the Cancel Capture button (available on the List Option block, Request Sign In block and Capture block) has been changed to Cancel from Nevermind for all new Ada instances.

URL Form Encoded option added to Action builder

You can now select URL Form Encoded as a content type when configuring an Action under Connect to API > This API uses. Previously, Actions supported only JSON and XML.

This new option allows your AI Agent to call APIs that expect form-style key–value data (application/x-www-form-urlencoded), which is common for simple POST requests, authentication flows, and OAuth token exchanges.

Use this option whenever your API endpoint requires form-encoded payloads instead of structured JSON or XML formats.

Learn more about building Actions here.

New Ticket Recipient Field on Zendesk Ticketing Block

Added a Ticket Recipient field to the Zendesk Ticketing block. This allows you to specify the email address that human agents should reply from when responding to escalated tickets—whether it matches your BYOD address or differs. This eliminates the need for a third-party app in Zendesk to manage agent reply addresses.

Learn more about configuring the Zendesk Ticketing block here.

Shared email address improvements for Zendesk Handoffs

Added a configuration option to connect Ada with Zendesk via SMTP. This connection gives Ada visibility into Zendesk email traffic and enables more seamless handoffs and shared email address scenarios between AI Agents and human agents.

Learn more about how to set up the Zendesk SMTP Connector here.

Filter articles by availability rules for targeted knowledge management

You can now filter your knowledge base articles by availability rules, making it easier to manage content for specific audiences. Whether you need to review articles for particular regions, user segments, or other custom criteria, this new filter helps you quickly find and manage targeted content.

The availability filter works alongside existing filters for language, state, and source, giving you more granular control over your knowledge base organization and bulk operations.

Learn more about filtering articles.

Conversations API Developer guide

We’ve released a new Conversations API Developer Guide, a complete resource to help developers build, test, and extend custom channel integrations with Ada.

The guide walks developers through the entire integration flow — from setting up and getting started with the demo repository to creating a custom channel, starting and ending conversations, sending and handling messages, and rendering responses in your own UI.

It also includes instructions for moving from the demo setup into a production environment, plus best practices for reliability, error handling, and webhook management.

👉 Read the Developer guide