Release notes

Images delivered by an AI Agent can now be chosen at runtime instead of at authoring time. A single Playbook can send a different image per conversation — an order-specific product photo, for example — rather than requiring near-duplicate Playbooks.

Media Variables

A new Media data type is available in the Variable Manager. It stores a publicly reachable http or https image URL.

• Populate a Media Variable from a SET step, which can assign a URL or clear the value, or from an Action that writes its output to the Variable.
• Media Variables cannot be captured from the end user, used in conditions, or created through the Platform API.

Images in a SEND step

In a Playbook SEND step, the @ menu now offers Insert image from variable alongside Add image. Alt text is set from the Variable’s name at insert (hero_image becomes “Hero image”) and cannot be edited afterward; a later rename does not update it.

The URL is substituted at delivery time and never passes through the LLM, so the Agent sends exactly the image the Variable points to. If the Variable is empty or does not hold an image URL, the attachment is skipped and the rest of the step is still delivered.

Images in AI-generated replies

When an Action returns an image URL into a Media Variable, an AI-generated reply that refers to that Variable now delivers the image itself instead of a link the end user has to open. Only the exact value stored in a Media Variable is converted; Knowledge article links, handoff links, and URLs inside code formatting remain text. On Voice, the URL is read out rather than sent as an image.

Alt text for externally hosted images

Alt text can now be generated for a publicly reachable image hosted on your own systems, not only for images uploaded to the Agent. The image must be served over https and be a PNG, JPEG, or GIF.

Get started

See Playbooks media for setup details.