Navigating out of the Procedure page: We’ve made a minor UX improvement

Release notes through 2025-05-16

AI agents and knowledge
AI Agents Advanced

New:

• Navigating out of the Procedure page: We’ve made a minor UX improvement, making it easier to navigate out of a procedure page back to the use case page.
• New procedure editor: - We've updated the text editor for procedures in preparation for new features coming soon and to tackle minor UX issues, such as:

1. Copy/paste now works properly between procedures.
2. Solved some minor bugs (jumping cursor, actions containing special characters in the name, pasting on an empty text area).
3. Undo and redo work properly with rich content.

• Default Search Rules: While we don't currently support multiple search rules, the gen3 RAG Agent will now use and respect the default search rule.
• Agentic AI Agents now support Markdown and HTML formatting.
• New escalated status for AI Agents Advanced email automation is being rolled out.
• Conversation log filters for labels and intents support selecting AND and OR operators.
• Drag-and-drop interactions can reorder actions applied to blocks, use cases, and AI agent events.
• Edited web crawler knowledge source configurations can be saved as expected without issues from the page limit field.

Fixed:

• Unsupported language reply: When linking a dialogue from the “Welcome reply” to a “Procedure” without an “Active language” being set for the conversation, the conversation sometimes got confused and triggered the unsupported language reply. This has been fixed.
• Fixed a bug that prevented Link to... blocks with auto-select settings from being copy-pasted in the dialogue builder.
• Fixed an issue that allowed the BSAT system reply to be copied as a template.
• Fixed a localization issue that caused the "Test production" button in the integration builder to be truncated in some languages.

Copilot
New:
Auto assist:

• The tone of voice generative AI writing tool has been released.
  Intelligent triage:
• You can now track sentiment and intent throughout the ticket lifecy

Fixed:
Intelligent triage:

• Improved the intent model to better differentiate spam and feedback tickets.

App Marketplace
New:
Submitter History (Support)(paid)

• Display all tickets submitted by your users from your ticket sidebar. Submitter History displays a real-time list of all open, pending, on hold, and new tickets created by the current agent on behalf of the customer, right inside the ticket sidebar. Whether you're following up on a customer issue or checking the status of previously submitted tickets that may not belong to your group or organization, Submitter History makes it fast and effortless.