We've added the Smart Capture block, which sends the caller's response to an external language processing service to help understand what they said and save a more accurate output.

For more information, see Use the Smart Capture block to intelligently capture callers' responses.

We've moved a few things around in the Conversations view:

• In the Details panel, we've removed the tabs, so you can see resolution classification information and meta variable information in the same place.

• We've moved the link to view other conversations from the same chatter into the top header, under the chatter's name.

• If your bot is configured to show messages whenever a variable's value changes, you can now turn those messages off.

For more information, see Show or hide variable change messages.

For Voice bots, we've improved the experience around giving the bot more time to process things like API calls. We've removed the artificial typing sound, and replaced it with periodic messages like "one moment" to fill any silence.

For more information, see Minimize pauses while your bot performs backend actions.

In our ongoing efforts to ensure the highest quality and accuracy of your chatbot's responses, we've decided to deprecate the Auto-training feature.

We're excited to announce a new measure of your AI Agent or bot's success. In addition to measuring whether conversations were contained, Automated resolution rate is a measure of whether conversation content was also relevant, accurate, and safe.

To learn more:

• If you have a generative AI Agent, see Understand and improve your AI Agent's automated resolution rate.
• If you have a scripted bot, see Understand and improve your bot's automated resolution rate.

To improve security, we've made some minor changes to the Ada dashboard.

After a handoff occurs through Zendesk Messaging, Zendesk Messaging tickets originating from your bot will now be tracked in Zendesk through the "messaging" channel source. We're making this change to better comply with Zendesk's new omnichannel routing and reporting capabilities that rely on the "messaging" channel source.

This change takes effect once a chatter starts a new chat session. For bots that have long persistence settings, you or your agents may wish to tell chatters to clear their caches to display the updated channel source.

For more information, see Configure and use Ada Glass for Zendesk Messaging.

In voice bots, you can now add custom bot vocabulary, so your bot can more easily pick out terms that are specific to your brand or your industry.

For more information, see Help your voice bot understand special terms.

We've improved the appearance of List Option and Quick Reply blocks in WhatsApp. Now, instead of seeing a text list of options and having to reply with the number corresponding to the option they want, chatters can see a series of buttons to click.

For examples and more information, see our notes on WhatsApp channel content.

We've been working on reducing latency for blocks that perform backend actions (e.g., the HTTP Request, Set Variable, Answer Utilities, or Actions blocks). You can now strategically build Answer flows to significantly reduce pauses when these blocks appear and improve caller experiences. For more information, see Minimize pauses while your bot performs backend actions.