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The End Users API now supports an external_id field, letting custom-channel integrations identify end users by their own stable identifier (for example a CRM contact ID or a phone number) across conversations.
GET /v2/end-users/?external_id=<value> returns the matching end user, or 404 if no mapping exists.POST /v2/end-users/ accepts an optional external_id. If the identifier is already mapped, the existing end user is returned with 200. A new end user returns 201. Safe to retry.PATCH /v2/end-users/{end_user_id} accepts external_id to set or change the value. Passing null clears the mapping and frees the value for reuse. 409 is returned if the value is already assigned to a different end user.< and > characters are not allowed.external_id is unique per AI Agent.Native LLM generation and Knowledge ingestion now cover all 60 of Ada’s supported languages, up from 9. The Reasoning Engine generates responses directly in the end user’s language for every supported language, and Knowledge articles in those languages are ingested by default and visible in the Knowledge page of the dashboard.
The following 51 languages now support both native LLM generation and Knowledge ingestion:
Afrikaans, Albanian, Belarusian, Bosnian, Bulgarian, Burmese, Catalan, Chichewa (Nyanja), Chinese (Traditional), Croatian, Czech, Danish, Estonian, Filipino (Tagalog), Finnish, Greek, Haitian Creole, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Japanese, Kazakh, Khmer, Kinyarwanda, Korean, Latvian, Lithuanian, Macedonian, Malay, Ndebele (South), Norwegian, Polish, Punjabi, Romanian, Russian, Serbian, Sesotho, Shona, Slovak, Slovenian, Swahili, Swedish, Tamil, Thai, Turkish, Ukrainian, Vietnamese, Xhosa, Zulu.
These join the 9 languages already supported: English, Arabic, Chinese (Simplified), Dutch, French, German, Italian, Portuguese, Spanish.
End users in the newly supported languages benefit from the following improvements:
Knowledge articles in the newly supported languages now appear in the Knowledge page of the dashboard, including articles from existing knowledge integrations that were previously hidden because the AI Agent did not have multilingual ingestion enabled.
To preserve existing AI Agent behavior, all existing non-English articles for AI Agents that did not previously have multilingual ingestion enabled are set to Inactive. Review these articles in the dashboard and set them to Active to make them available for the AI Agent to use in responses.
Articles created or synced after this date follow standard behavior and default to Active.
AI Agents that already had multilingual ingestion enabled before this date are not affected by the activation change.
When Knowledge articles exist in the end user’s language, the AI Agent uses only those articles to generate the response. English articles are not mixed in. If coverage in a specific language is partial, options include:
For the full list of supported languages, see About multilingual support.
A single AI Agent can now automate multiple support email addresses through Bring Your Own Domain. Each address is configured as a separate email channel and can be managed, filtered, and routed independently.
email_recipient_address meta variable. The address the end user wrote to is now exposed as a meta variable, available at conversation start for routing logic.GET /v2/channels/?modality=email returns every email channel configured on the AI Agent. POST /v2/conversations/email/ routes outbound replies through the channel that matches the reply_as address.