10 November, 2025

Training

We've added a new notification type for learners to be notified when they receive a new assignment.

We've updated simulations so that the AI customer can no longer end a simulation. Only the learners are allows to end a simulation. This allows learners to test their closing and follow-up skills, even when customers are non-responsive.

You can now also use the macros ingested from your help desks in simulations. Simply click on "Apply macro" and select the macro you want to apply from the drop-down.

Macros' functionality is only limited to the templated message and does not include other automation.

In addition, you can now also sent internal notes to the chat which are not visible to the AI customer and do not trigger a response. This allows for further training use cases.

We also fixed bugs where learner's instructions were not showing on assignment simulations and the final evaluation score was calculated incorrectly.

Data ingestion

We have ingested more events for Intercom connections which you can select to use through Settings > Workflows. You will see them both in the UI and they will also be passed to AutoQA.

We have done a couple of improvements for the Jira connection:

• Parse the initial ticket description as a customer message.

• Allow to select specific projects for which data will be ingested.

• Display images on comments.

Settings

We've also added an option Settings > Workflows to select which customer fields you want to be displayed in the UI and passed to the AutoQA. This allows you to use customer metadata from your help desk for conditional AutoQA checks and scoring.