Smarter Conversations with QA Evaluator, AI Language Detection & New Inbox Workspaces

‍QA Conversation Evaluator (Beta)

A new module that automatically evaluates the quality of your AI Agent conversations. Get a daily overview of key quality metrics all in one dedicated dashboard.

Drill down into the Conversations table to review each interaction individually: see Knowledge and Service scores per conversation, AI-generated reasoning for each score, user mood tracking, contact reason, and whether a handoff to a human agent occurred. Scores follow a 1–5 scale, with 3 or above considered a passing grade. 

Available now in Beta for clients with AI Agents. A full deep-dive is coming in a dedicated email.

AI-Powered Language Detection

Bots can now automatically detect and switch to the user’s preferred language at the start of a conversation. The system uses AI to analyze the first user message and, if the confidence score is 70% or higher, updates the conversation language automatically; otherwise, the default Flow Builder language is maintained.

To improve multilingual experiences, the system also re-checks the user’s language before handing off the conversation to a human agent, helping ensure AI Real-Time Translations in the AI Agent Copilot work in the correct language.

Redesigned Contact Info Fields & New Case Panels in Inbox

We've unified the Contact Info Fields experience end-to-end — from how fields are defined in Settings to how agents see them in every conversation.

What's changed:

Contact Info Fields (Organization Settings)

• Clearer field creation: Improved labels, placeholder text, and descriptions make it easier to understand the difference between Contact data (persistent across all conversations) and Conversation data (specific to one interaction) when defining fields.
• AI Data Capture Visibility: Fields captured automatically by AI are now marked with a dedicated AI icon directly in the Contact Info Fields table — visible both when configuring fields and when agents view them in the panel.

Case Information Panel (Inbox)

• Clear data scoping: Inbox panel now separates Contact Data from Conversation Data, so agents always know which information belongs to which context — fully consistent with how fields are defined in Settings.

Files Panel (Inbox)

• Two views: Switch between Media gallery (images and videos in a grid, grouped by date) and Documents (PDFs, spreadsheets, and other files in a list with name, size, and date).
• Carousel viewer: Click any thumbnail to open a full-screen carousel — navigate between files with arrows, see sender and timestamp, and download individually.
• Bulk download: Use "Download all" on any date group to grab all files at once.

Why this matters: Admins can now define fields with clarity, and agents see them consistently in every conversation — no more confusion about what data is persistent vs. conversation-specific, and no more scrolling through transcripts to find files.

‍Expanded Analytics Filtering: In the Cases tab, you can now use a multi-select Contact Reason filter to segment your KPIs (like volume or CSAT) by specific topics. Additionally, the Case Archive now includes a Language filter to help multilingual teams monitor specific conversation streams.

Smarter AI Content ID Generation: The auto-generator for Content IDs in Flow Builder now checks for existing IDs to avoid duplicates, preventing the publishing errors this could cause.

Knowledge Base Improvements: Sources now display clearer processing statuses to better reflect their current state:

• Scheduled to process: The source has been queued for processing and is waiting to start. During this stage, the bot will continue using the previously available content, so there is no disruption in behavior.
• Learning Content: The source is currently being processed and its content is being learned so it can be used by the bot.
• Ready: The content has been successfully processed and is fully updated and available for the bot to use.
• CSV Export for Contact Reasons: You can now export the full list of Contact Reasons from a project into a CSV file, making it easier to audit, map, and synchronize them with external tools.

Project Defaults: To streamline setup and reporting, new projects and queues will now have the "Limit contact reason to one per case" setting enabled by default.

AI Translation Stability: Resolved an issue where AI Translations were failing to trigger correctly within certain flows.