2026 Release Notes
Release Date: March 9th, 2026
Release Notes Publication: February 25, 2026
Insights AI
New - Era Insights (Beta)
Era Insights is a powerful new AI-driven analytics capability that transforms large volumes of customer conversation data into clear, actionable business intelligence. Powered by advanced large language models (LLMs), Era Insights enables managers and team leaders to uncover patterns, trends, sentiment, and operational opportunities through simple natural language queries.
By eliminating the need to analyze thousands of interactions manually, it bridges the gap between data abundance and actionable insight, helping organizations quickly identify emerging issues, optimize performance, and make faster, data-driven decisions.
Era Insights is now available to early adopters. Reach out to your Customer Success Manager to learn more.
Click here for the user guide.
Knowledge Base AI
New - KB Configuration for AI Agents
AI Agents can now be assigned an exclusive knowledge base. Designers can select specific items from the general Knowledge Base to define each agent’s expertise and scope. This added flexibility enables more precise agent behavior, improved response accuracy, and greater control over customer experience.
AI Agents can also be set up without any knowledge base association.
Click here for the updated guide.
Webhooks Customers' Requested Feature
New -Webhooks Failed Event and History
Organizations can now view a centralized list of failed webhook events, including clear error messages, response codes, timestamps, and payload details, making troubleshooting easier. This helps teams quickly find and fix integration issues without searching through logs, reducing delays and preventing disruptions to connected systems. With better visibility into webhook performance, the organization gains improved reliability, faster resolution times, and more confidence in critical integrations.
Click here for the updated guide.