Release notes

You can now toggle AI-generated Topics on or off, allowing for greater control over how conversations are categorized—and ensuring that Topic taxonomy in Ada aligns with what matters to your business.

What’s New?

• AI-Generated Topics Toggle – You can now toggle off AI-generated Topics entirely from the Topics view.
• Fallback Topics – When AI-generated Topics are off, unmatched conversations are automatically sorted into:
  • Other Inquiries – For conversations with understood intent that don’t match any existing Topic.
  • Unclear or Incomplete Inquiries – For conversations where the intent is unclear.
• Smarter Matching Behavior – When AI generation is off, conversations won’t match to inactive Topics—preserving your intended structure.
• No Change by Default – AI-generated Topics remain on by default. You can turn them off at any time.

Why This Matters

Previously, AI-generated Topics were always on. While helpful in many cases, some of you shared that:

• The generated Topics created were too broad or duplicative.
• You wanted more control over what gets added.

Now, you can decide whether to rely on AI-generated Topics—or only use the Topics you’ve defined.

The Zendesk Support handoff can now be used for email escalations! This enhancement allows human agents to continue escalated conversations in the same email thread as your AI Agent, using the same support email address.

Consult the Zendesk Support handoff guide and the Email configuration docs to learn more.