Release notes

Voice AI Agents can now play configurable audio cues while processing requests during phone calls, replacing silence with a subtle signal that the AI Agent is actively working.

What’s new

When your AI Agent needs extra time to process a request — such as retrieving information from external systems — callers previously heard silence after the initial acknowledgement message. This could lead to callers speaking again or hanging up, assuming the call had dropped.

You can now configure interstitial audio directly from the Voice settings in the Ada dashboard:

• Four sound options — Choose from Calm Contour, Bright Motif, Pure Cascade, or Slow Gallop. Each sound is optimized for phone audio clarity and designed to feel natural during a conversation. Preview each sound before saving.
• Adjustable delay threshold — Control how long the AI Agent waits (between 2.0 and 4.0 seconds) before interstitial audio begins playing.

To get started, go to Config > CHANNELS > Voice > Interstitial Audio in the Ada dashboard.

Learn more about configuring interstitial audio.

Customers with multi-brand Zendesk accounts can now complete OAuth setup when their AI Agent is associated with a brand-specific subdomain that differs from the primary account subdomain.

What’s new

Previously, OAuth authorization failed for multi-brand Zendesk accounts because brand subdomains are not valid OAuth endpoints. This blocked affected customers from completing the Zendesk OAuth migration.

A new Multi-brand toggle is now available in the Zendesk connection modal under Config > Apps > Zendesk. When enabled, you can specify both the brand subdomain and the primary account subdomain. OAuth authorizes through the account subdomain, and the connection is stored under the brand subdomain so that Handoff integrations find the correct credentials.

Learn more in Zendesk Handoffs.

Email AI Agents can now detect auto-reply messages that lack standard email headers, preventing reply loops that previously went undetected.

What’s new

Previously, auto-reply detection relied solely on email headers (Auto-Submitted, X-Autoreply, Precedence). Emails without these headers — such as some out-of-office replies, delivery confirmations, and automated messages — could trigger repeated AI Agent responses.

The AI Agent now uses AI-powered detection to identify auto-replies regardless of whether standard headers are present. When an auto-reply is detected:

• The AI Agent stops responding to the conversation
• The conversation closes automatically
• Auto-reply messages remain visible in the Conversations View — a “Conversation Resolution Analysis” event in the Coaching UI shows the detection result
• CSAT surveys are not sent for these conversations
• Webhook events continue to fire normally

Reply loops are now typically resolved within a few messages. No configuration is required.

Learn more about automatic reply handling.

We are releasing a new iOS SDK to align with Apple’s latest App Store submission requirements.

What’s New

• Built for the latest Apple toolchain – Compiled against the iOS 26 SDK, ready for App Store submissions under Apple’s new requirements.
• Modern installation options – Swift Package Manager is now the recommended install path, alongside continued support for CocoaPods, Carthage, and manual XCFramework distribution.
• Updated deployment target – Now targets iOS 16.0+, reflecting current device support. iOS 15 and below are not supported by this SDK.
• New MetaFields.Builder API – A cleaner, type-safe way to pass metadata and sensitive fields to your Ada bot at runtime.
• Minimal migration surface – AdaWebHost remains the main integration class, so for most apps the upgrade is a dependency swap and an import rename (AdaEmbedFramework → AdaMessaging).

To get started, see the iOS Getting Started guide.

Several improvements have been shipped to the MCP Server.

Write capabilities are now available via the new propose_change tool, enabling AI assistants to create, update, and delete knowledge articles, custom instructions, and test cases, as well as trigger test runs. The tool uses a two-phase flow — call first to discover available fields, then again to apply the change. Knowledge articles are created in a disabled state by default to prevent unintended live impact.

Containment metrics are now available in get_ada_metric via two new metric types: containment_rate (percentage of conversations handled without escalating to a human agent) and containment_volume (count of those conversations).

Conversation retrieval has been improved with a new get_conversations tool that returns many conversations at either an IDS_ONLY or SUMMARY detail level — reducing token usage compared to fetching full transcripts. Individual conversation lookup via get_conversation now also returns a conversation summary, resolution status, and resolution reason alongside the full event log.

Entity discovery is now handled by a single list_entities tool, replacing the previous list_channels and list_topics tools and adding support for discovering conversation variables (entity_type: 'variables').

Built-in prompts are now available in supported MCP clients. Two prompt templates ship with the MCP server: My Agent Report for a guided performance overview, and Export Testing for fetching and exporting test cases or test runs as CSV.

Learn more in our MCP Server documentation.

When your Voice AI Agent sends an SMS during a conversation, the full message content is now displayed directly in the conversation view.

This gives you complete visibility into the messages your AI Agent sends to end users via SMS, so you can review exactly what was communicated and how it contributed to resolving the conversation.

To learn more about reviewing conversations, see Conversations.

Playbooks can now search and reference Knowledge sources directly, without requiring AI Managers to copy article content into the Playbook manually.

New feature

Two methods are available:

• Direct Knowledge reference: Use @ArticleName in the Playbook editor to reference a specific article. Multiple articles can be referenced in a single step using comma separation.
• General Knowledge search: Include a natural-language instruction telling the Agent to search the Knowledge base at runtime. The Agent generates a search query based on the end user’s input and the instruction, then applies the returned content.

Both methods can be used together in the same Playbook.

The conversation view shows which articles were used—direct references display a Used article label, and general searches display a Referenced label with the articles retrieved.

For guidance on authoring Knowledge references, see Playbook management.

Three new read-only tools are now available on the MCP Server for retrieving and exporting Testing at Scale data through a connected AI assistant.

New tools

• get_test_cases — Retrieve test cases for an AI Agent, with optional filtering by name and grouping by channel.
• get_test_runs — Retrieve test run results, including pass/fail status, evaluation criteria, rationale, and historical runs with pagination.
• get_test_run_quota — Check daily test run quota usage and remaining capacity.

Limitations

• These tools are read-only. Creating, editing, or executing test cases and test runs through MCP is not yet supported.

Learn more in the MCP Server documentation and Testing at Scale documentation.

Ada Voice AI Agents now filter out background noise before speech detection, so conversations stay on track even when end users are calling from noisy environments.

• Cleaner input, stronger outcomes — Background sounds like traffic, crowds, and office chatter are filtered out before they reach speech detection and transcription, preventing mis-triggers and transcript errors.
• Built for real-world conditions — Whether your end users are calling from busy streets, shared offices, or vehicles, your AI Agent handles it without breaking conversational flow.
• Higher containment, more confidence in Voice — Fewer noise-driven interruptions mean better automated resolution rates and higher CSAT at scale.

Background noise cancellation is enabled by default for all Voice AI Agents. If needed, you can disable it on the Ada dashboard under Config > CHANNELS > Voice > Configuration.

For more details, see Voice onboarding.

The Preview button in the Coaching form has been replaced with Test AI Agent.

• Save your Coaching first, then click Test AI Agent to open a test conversation and try it out.
• Test AI Agent works with all Coaching behaviors. Preview was limited to Send a message–type Coaching only.

Learn more in the Coaching tools documentation.