Ada release notes

When coaching to handoff, you now have the ability to select which of your specific handoff flows your AI Agent should use in future scenarios.

What's new?​

• Select a specific handoff flow to be used when creating handoff coaching: You now have control over which of your handoff flows is used when coaching your AI Agent to handoff.
• View additional details in the conversation view when coaching is applied: See inline details on which specific coaching feedback was applied by your AI Agent in the future.

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.

The homepage dashboard has been redesigned to give you a clearer, more actionable view of your AI Agent's performance, helping you drive containment, resolution, and customer satisfaction.

What's New?​

• Improved Data Visualization – See key performance metrics like Automated Resolution (AR), CSAT, and cost savings in one place.
• Report Previews – Quickly access insights from detailed reports without leaving the homepage.
• Drill-Down Capabilities – Click into reports to explore trends and pinpoint areas for improvement.
• Customizable Filters – Adjust timeframes, channels, and engagement types to focus on what matters most.

Why This Matters​

Previously, tracking AI Agent performance required pulling data from multiple reports. Now, you can see everything at a glance—eliminating the need to piece together fragmented insights.

Rollout​

The rollout of this new dashboard began on March 17th and concluded on March 31st.

The Zendesk Support handoff is a cost-effective way to offer a messaging-like experience for end users and a ticketing experience for agents handling escalated conversations in Zendesk.

Use the new Zendesk Support handoff to integrate with new or existing ticketing flows and provide agents with the conversational context needed to handle inquiries.

Consult the Zendesk Support handoff guide to learn more.

Ada Voice now integrates with more contact center technologies using Session Initiation Protocol (SIP)—reducing telephony costs, improving audio quality, and lowering latency.

• Zendesk Talk: Send calls from Ada to Zendesk Talk using a SIP INVITE. Before transferring, you can create a Zendesk ticket in Ada and pass its ID as part of the SIP transfer—that way agents see the full context as soon as they pick up.
• Gladly: Leverage a SIP INVITE to seamlessly transfer calls from Ada to Gladly.
• Cisco CUBE: Receive calls from a Cisco CUBE using a SIP INVITE, and transfer calls back from Ada using a SIP REFER.

See our updated Help Docs for setup instructions.

We’ve introduced new playback speed and skip features to help you quickly review your Voice AI Agent or bot's call recordings.

What's new?​

• Adjust Playback Speed: Listen at 0.5x, 1x, 1.2x, 1.5x, or 2x speeds.
• Skip in 15-Second Increments: Quickly jump backward or forward to find the most relevant moments.

The Fetch Chat Metadata block can now be used to fetch just the transcript without a summary. In total, the block now has four available outputs:

• Transcript Only — A plaintext transcript of the conversation
• Summary Only — A brief, AI-generated summary of the customer's issue
• Transcript and Summary — A plaintext transcript of the conversation, with the summary appended at the end
• Chatter Info — All data and variables from the conversation.

To learn more:

• For Generative AI Agents: Visit Fetch Chat Metadata block
• For Scripted chatbots: Visit Generate a chat transcript using the Fetch Chat Metadata block

We’re excited to introduce a new way to route phone calls directly from Aircall to your AI Agent. This functionality bypasses the need for a dedicated phone number or SIP domain and reduces extra PSTN call legs—simplifying your Voice setup.

What's changed?​

• Seamless Setup: Route calls from an Aircall Smartflow directly to an Ada AI Agent with minimal set-up required.
• Easy Escalations: Hand calls back to agents on specific Aircall teams when an escalation is required.

To learn more, see our updated Aircall documentation in Integrate your voice AI Agent with your contact center technology.

Transcript summaries now offer more context on the entire conversation. Summaries are also available on their own as a separate output from the Fetch Chat Metadata block.

Transcript summary changes​

Summaries now offer a full-sentence summary of the end user's inquiry, how the AI Agent tried to assist them, and anything else that happened over the course of the conversation. This is available in all handoffs that support sending a summary.

Fetch Chat Metadata block changes​

A new output called "Summary Only" is now available in the Fetch Chat Metadata block for fetching the summary on its own. The original "Chat Transcript" output is now called "Transcript and Summary"; existing implementations using this output are unaffected.

Learn more about the Fetch Chat Metadata block.