When you go into the Conversations view, you can now see new messages appear just a few seconds after they happen, without having to refresh the page. If you’re in a conversation that’s currently happening, you can click the New messages notification to scroll down to the newest messages.

For more information, check out our Help Docs:

• If you have a generative AI Agent, see Improve your AI Agent's responses by viewing past conversations.
• If you have a scripted bot, see View past chatter conversations.

We've made it easier to select a speaking voice for your Voice generative AI Agent or scripted bot!

• We've given friendlier names to the speaking voices available in Ada (e.g., Myra, Markus, Paola)
• We've also added a descriptor that appears beside the voice name that describes the character of the speaking voice (e.g., Mature, Confident, Friendly, Relaxed)

For more information, check out our Help Docs:

• If you have a generative AI Agent, see Choose a speaking voice for your AI Agent.
• If you have a scripted bot, see Choose a speaking voice for your bot.

Until now, if you've used multiple Ada APIs, you've had to create and manage different keys for each one. Now, you have the option to create one or more global keys that work across all of Ada's current and future platform APIs.

All of your existing API-specific keys will continue to work, and will still be specific to the APIs they were originally generated for. They'll be marked as legacy keys in your dashboard, so you can tell them apart from your global keys.

For more information, see Authorize API integrations in our Developer Docs.

We’re excited to announce that your AI Agent can now respond to email inquiries!

Your customers can start a conversation with your AI Agent by simply writing an email to your chosen support address (new or existing, e.g., [email protected]). They can then converse back and forth with your AI Agent to get their issues resolved.

Your AI Agent will leverage knowledge, Actions, and Guidance configured in Ada to automatically resolve your customers' inquiries.

If a customer issue can’t be resolved, the AI Agent will forward the conversation to your team, who can then assist the customer using the agent platform you already have in place.

Like all conversations your AI Agent has, you can audit its email conversations, and then provide Guidance to coach and improve the way it interacts with your customers, and its ability to resolve customer issues.

To learn more about email functionality and how to enable Email on your AI Agent, see Get started with email.

You can now choose to begin all of your phone calls with a menu that allows callers to select one of your enabled languages. If you turn this on, this menu will be served to all callers before the Greeting.

For more information, check out our Help Docs:

• If you have a generative AI Agent, see Understand how your AI Agent determines the caller's language.
• If you have a scripted bot, see Understand how your bot determines the caller's language.

We're excited to announce that you can now choose from a selection of speaking voices provided by ElevenLabs in your voice AI Agent or bot. These are our highest-quality speaking voices yet, providing a human-like experience for your callers.

We will no longer be offering speaking voices from OpenAI.

For more information:

• If you have a generative AI Agent, see Choose a speaking voice for your AI Agent.
• If you have a scripted bot, see Choose a speaking voice for your bot.

We've made some improvements to our web scraper you can use to import content from your knowledge base into your AI Agent:

Your AI Agent might need to hand customers off to human agents for a variety of reasons, and the best way to perform those handoffs can vary for different situations. Now, you can create multiple handoff scenarios for your customers, and you have more options to help your AI Agent when to trigger them:

• You can add a name and description to a handoff. When your AI Agent knows it has to hand a customer off to a human agent, it uses these and the conversation it's had with the customer to decide which handoff is appropriate to perform.
• You can add availability rules to a handoff. Based on variables associated with your customer (e.g., which browser they're using), you can make a handoff available to some customers but not others.

For more information, see Manage how your AI Agent hands customers off to live agents.

Beginning today, all Ada customers are now able to support multiple languages with the same AI Agent or bot. If you didn’t previously have access to this feature, this means that your generative AI Agent or your scripted bot is now able to have conversations in non-English languages.

To get started, visit our multilingual Help Docs:

• In your generative AI Agent, see Support multiple languages in the same AI Agent.
• In your scripted bot, see Support multiple languages in the same bot.

We've released several improvements for your AI Agent's automatically generated conversation topics:

• We've improved the technology your AI Agent uses to automatically assign conversations into topics. Now, your generated topics are more accurate and specific.
• We've removed the requirement for your AI Agent to have at least 2,000 conversations before assigning conversation topics.
• You can now create topic categories to organize your topics into similar themes.
• In the Conversations view, you can now reassign conversations to a different topic.
• We've improved the look and feel to make your topics easier to manage, including adding a timestamp so you can see when the most recent conversation in a topic happened.

For full documentation, see Review and analyze conversation topics. If you can't see these improvements in your AI Agent's dashboard, reach out to your Ada representative to get started.