13 October, 2025

Training

New product launch! 🎉🎉

We're excited to announce our latest product release!

With Training, you can create chat and email simulations, in any language, based on scenarios from past tickets or your Knowledge Base to train your support team! You can:

• Onboard new joiners by giving them hands on experience on the most frequent or complex customer queries.

• Train all your agents in new SOPs and policies or product releases.

• Coach underperformers on specific cases where they lack knowledge or git bad customer reviews or CSAT.

You can then assign those simulation to agents, AutoQA will score them and you can track your agents' performance.

Reporting

Updated Evaluators reporting to include all users and speed up the response time.

AutoQA

Update internal workflow to improve AutoQA for when to skip instructions and improve the formatting of evaluation comments.

Data ingestion

We are now ingesting macros from Intercom and updated our macro ingestion for Zendesk.