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Introducing Playbooks

Enterprises invest heavily in customer service, but complex inquiries still rely on human agents, because traditional bots can’t follow real-world standard operating procedures (SOPs).

Playbooks empowers your AI agent to follow your standard operating procedures, handling complex, multi-step inquiries with the same precision and flexibility as your best human agents. That means:

• Interpreting instructions in real time
• Adapting to unique customer inquiries
• Using Actions to get information and perform tasks
• Referencing Variables for personalization
• Escalating when needed

Like your SOPs, Playbooks are written in natural language with step-by-step instructions, making them easy for you to review and maintain over time. We’ve also made it easy for you to create your first Playbooks through a simple prompt or an existing PDF.

Learn more about Playbooks in our launch blog post, documentation, and best practices guide.

Limitations

While Playbooks offer powerful capabilities, it’s important to be aware of their current limitations:

• Not supported on Ada Voice: Playbooks currently only work with Messaging and Email channels.
• Limited Coaching support: While you can coach the AI Agent on when and which Playbook to use, Coaching is not considered once the AI Agent is executing a Playbook. Additionally, you cannot currently coach individual steps or messages taken during a Playbook. To adjust the AI Agent’s behaviour in these cases, edit the Playbook directly.
• Limited knowledge access: The AI Agent currently cannot initiate a search for knowledge articles while using a Playbook. If relevant knowledge would be helpful, consider incorporating it directly into the Playbook content.

Being aware of these limitations helps ensure realistic expectations and supports better use of Playbooks in your workflows.

New report: Proactive conversations

We’ve launched a new Proactive conversations report to help you better understand how your AI Agent is engaging customers through Proactive messaging—and how those conversations are performing.

This report gives you:

• A line graph comparing your total conversation volume with the number of Proactive conversations (those that customers responded to).
• A table showing key metrics for each Proactive message.

With this new report, you can quickly identify which Proactive messages are driving engagement, resolution, and satisfaction—and which ones might need adjustment.

For more information, see this topic.

Sliding timeout extended to 60 minutes

We’ve doubled the sliding session timeout from 30 minutes to 60 minutes. After 60 minutes of inactivity, users are automatically logged out of the Ada dashboard.

Why it matters

This update balances productivity with SaaS-security best practices: it gives users more uninterrupted time to finish their work while still limiting the risk of unauthorized access if they step away from their computer.

Sliding timeout for dashboard security

We’ve introduced a sliding timeout feature that automatically logs users out of the dashboard after 30 minutes of inactivity.

Why This Matters

This security enhancement helps protect your Ada account by ensuring that inactive sessions are automatically terminated, reducing the risk of unauthorized access if you step away from your computer. The timeout resets with any user activity, so active users won’t be interrupted during normal dashboard usage.

Improved SMS Consent Messaging for Voice Conversations

Your Ada AI Agent now provides clearer information when requesting permission to send text messages during voice conversations. When your AI Agent asks for SMS consent, it will specify that it wants to send a “single, one-time text message” rather than just a “text message”.

This improvement helps set clear expectations for customers about the nature of SMS communications they’ll receive, ensuring they understand they’re consenting to individual messages rather than ongoing text conversations.

Learn more about how SMS consent works in Voice conversations.

Localized Knowledge Articles

Knowledge articles are now tagged with localized BCP 47 language codes (e.g., en-US) instead of the root language name (e.g., English).

What’s new

• BCP 47 language codes – Articles now use BCP 47-compliant codes, so you can distinguish content for specific regions.
• Locale-aware retrieval – When users have a localized language tag, Ada automatically surfaces matching localized articles.
• Region-specific Coaching – When Coaching the AI Agent, you can pick region-specific articles by language tag (e.g., en-US vs. en-GB).
• Create localized articles in Ada – Author localized articles directly in Ada, tagged with the appropriate BCP 47 code.
• Upsert localized articles via the Knowledge API – Add or update localized articles programmatically through the Knowledge API.

Limitations

• Knowledge-base integrations remain single-locale – Integrations still sync only one locale per language. If your knowledge base has both en-CA and en-US articles, Ada will sync only one locale.
• Limited end-user localization – Ada cannot detect users’ regions automatically. Most users will have only the root language tag (e.g., en). In these cases Ada searches articles from all locales for that language unless you add availability rules to narrow results.

Why this matters

Companies serving multiple regions that share a language can now store and deliver region-specific knowledge, ensuring every user sees content that’s accurate for their locale.

Improvements to Auto Reply Capabilities

Updates have been made to reduce the number of automatic replies Email AI Agents receive—particularly when incoming emails from Microsoft Outlook don’t include standard auto-reply headers.

Learn more about how Ada handles auto-replies.

Multilingual Voice conversations on new architecture

We now support the following additional languages for Voice conversations on the new Voice architecture:

• Spanish
• French
• German
• Italian
• Swedish
• Dutch
• Portuguese

For more information, see Enable Voice in multiple languages.

Session timeout shortened to 8 hours

To better meet software security best practices, the maximum length of a logged-in session in the Ada dashboard has been shortened from 24 hours to 8 hours.

Why This Matters

This change improves the overall security posture of the Ada platform by reducing the window of opportunity for unauthorized access in case of compromised sessions. While sessions are shorter, users can easily log back in when needed.

New Customer Effort Score and Net Promoter Score survey questions

You can now add Customer Effort Score (CES) and Net Promoter Score (NPS) questions to your satisfaction surveys alongside the existing satisfaction rating questions.

What’s new

Customer Effort Score (CES): Measures how easy it was for customers to get help with the default question “How easy was it to get the help you needed today?” You can configure CES on a 5-point or 7-point scale.

Net Promoter Score (NPS): Measures customer loyalty with the default question “How likely are you to recommend us to a friend or colleague?” NPS uses the standard 0-10 scale where 0-6 are Detractors, 7-8 are Passives, and 9-10 are Promoters.

Both question types can be:

• Enabled or disabled independently
• Made required or optional
• Reordered within your survey flow
• Customized with your own question text

Where to find it

Configure these new survey questions in Performance > CSAT setup alongside your existing satisfaction survey questions. Results appear in the “Satisfaction Survey Results” report, which can be easily downloaded for further analysis.

For more information, see our CSAT survey configuration documentation.