2026
February 2026
Multi-Lingual Support - AI Compose
AI Compose’s core features of Autosuggest, Autocomplete, Fluency Correction, and Profanity Blocking now support multiple languages, including Spanish and French.Multi-Lingual Support
Learn about AI Compose’s multi-lingual capabilities.
Adaptors for Custom KB Connectors - GenerativeAgent
Adaptors provide ready-to-use connections for popular third-party platforms including Salesforce, ServiceNow, Slack, and more.Each adaptor handles API endpoints and authentication for its platform, enabling you to connect GenerativeAgent without manual API configuration.Adaptors for Custom KB Connectors
Learn about adaptors for custom KB connectors and the list of platforms they support.
Integrate Custom Knowledge Bases - GenerativeAgent
The Custom Knowledge Base Connectors lets you integrate any knowledge base with GenerativeAgent using API connections.By using the API connection, you can crawl and sync articles from any knowledge base that supports API access.Custom Knowledge Base Connectors
Learn how to connect custom knowledge bases.
Human-in-the-loop Function - GenerativeAgent
The HILA Function enables seamless involvement of human agents in customer conversations when GenerativeAgent determines intervention is necessary.Create HILA functions and define specific scenarios for human intervention, ensuring complex or sensitive issues are handled appropriately while improving customer satisfaction.HILA Function
Learn how to create and use HILA functions.
January 2026
Omni-channel Tooling Optimization (OCTO) - GenerativeAgent
OCTO allows a single task to be used across voice and chat channels, streamlining GenerativeAgent configuration management.Unified task management for both channels with the ability to edit procedures, voice settings, and chat settings in one place.Omni-channel Tooling Optimization
Learn how to create cross-channel tasks.
MCP Server Integration - GenerativeAgent
Connect GenerativeAgent to Model Context Protocol (MCP) servers to access a wider range of language models and enhanced capabilities.Leverage different models and select specific tools for your MCP server connection.MCP Server Integration
Learn how to integrate with MCP servers.
Segments Tooling - AI Summary
Define which structured data are to be extracted from specific conversation types.The intuitive UI allows you to run precise structured data questions and obtain faster insights on your own.Segments Tooling
Learn how to configure Segments for Structured Data.
2025
December 2025
Structured Data Dashboard - AI Summary
ASAPP has introduced a user-friendly interface in AI Summary dashboard that allows users to easily configure and manage Structured Data extraction for AI Summary.The UI supports both Entity Extraction and Targeted Structured Data (Questions), enabling teams to customize data points that they extract from conversations without requiring technical expertise.Structured Data
Learn how to configure and manage Structured Data with an intuitive dashboard.
Bricks - GenerativeAgent
Create reusable prompt content that stays synchronized across your GenerativeAgent configuration.Author modular prompts across multiple tasks, update content without redeploying, and maintain consistency across customer interactions.Bricks
Learn how to use Bricks in your tasks.
November 2025
Conversation Explorer integration with AI-Console
Conversations Explorer has been renamed as “Conversations”, you can now access it directly from AI-Console. This integration streamlines your workflow by providing seamless access to conversation monitoring and review tools within the AI-Console interface.New Features
- Improved Navigation: Easily access conversation monitoring and review tools directly from AI-Console
- Enhanced Filtering: Utilize advanced filtering options to quickly find and review specific conversations based on various updated criteria
- Evaluators: Review and Analyze conversations with evaluators directly within the AI-Console for streamlined quality assurance. The evaluators include:
- Goal Completion: Spot and review customer goals not being met during GenerativeAgent interactions.
- Conversation Monitoring: Monitor and review conversations for compliance and quality assurance using GenerativeAgent.
- Manual Annotation: Human-in-the-loop evaluation through manual conversation review and scoring.
- Enhanced Model Action analysis: Additional model action categories for deeper insights into GenerativeAgent behavior during conversations.
- Conversation Playback: Replay conversations to analyze GenerativeAgent interactions in detail.
Access Conversations from AI-Console
Learn how to navigate to Conversations through AI-Console for efficient conversation management.
Zendesk KB Import - GenerativeAgent
Import articles directly from your Zendesk Knowledge Base into your GenerativeAgent Knowledge Base, streamlining knowledge management and ensuring content consistency.Zendesk KB Import
Learn how to import Zendesk articles.
October 2025
ASAPP Chat SDK Integration - GenerativeAgent
Deploy GenerativeAgent within your website using the ASAPP Chat SDK.Embed conversational AI in your website for seamless customer interactions with a customizable chat interface.ASAPP Chat SDK Integration
Learn how to integrate the Web SDK.
Configure Voice - GenerativeAgent
Customize the voice of your GenerativeAgent for voice interactions with options for voice selection.You can preview different voices to find the best fit for your brand and customer experience.Configure Voice
Learn how to configure voice settings for GenerativeAgent.
September 2025
Channel Integrations: Twilio Voice, Zendesk Talk, and SIP Transfer - GenerativeAgent
Expanded GenerativeAgent’s channel capabilities with new integrations for Twilio Voice, Zendesk Talk, and SIP Transfer, providing more flexibility in customer engagement across communication channels.Twilio Voice
Learn about Twilio Voice integration.
June 2025
Evaluation for Scenario Testing - GenerativeAgent
Test Scenarios now support automated evaluation of simulated conversations.Define applicability and evaluation criteria, view pass/fail results in the Previewer, and set maximum turns for simulations.Evaluations in Test Scenarios
Learn how to define and run evaluations.
May 2025
Scenario Testing - GenerativeAgent
Test Scenarios enable efficient testing of GenerativeAgent configurations through automated simulations.Automatically generate mock API responses, add customer goals and personalities, and review how GenerativeAgent handles different scenarios.Test Scenarios
Learn how to create Test Scenarios.
Configuration Branches - GenerativeAgent
Experiment with GenerativeAgent configurations through isolated local branching.Create branches from Draft, Sandbox, or Production environments, edit safely, and preview changes before promoting to main environments.Configuration Branches
Learn how to manage Configuration Branches.
Advanced Syncing and Auto-Deploy for Knowledge Base - GenerativeAgent
Enhanced controls for syncing and deploying your knowledge base with configurable sync modes and high-frequency automatic updates for critical, time-sensitive articles.Knowledge Base Syncing
Learn about KB sync and deploy options.
April 2025
Auto-generating Test Users - GenerativeAgent
Automatically generate test users by describing test scenarios, making it easier to simulate API interactions.Accelerates testing by creating realistic test data based on scenario descriptions.Test Users
Learn how to create test users.
February 2025
Pinned Versions - GenerativeAgent
Pin specific versions of GenerativeAgent to a deployment for safer and more predictable deployments.Maintain version stability, control feature rollout, and test changes in preview before deployment.Pinned Versions
Learn how to manage versions.
January 2025
Scope and Safety Fine Tuning - GenerativeAgent
Customizable guardrails let you define what’s “in-scope” and “safe” for your specific use cases while maintaining core safety protections.Customize boundaries aligned with business policies.Safety Tuning
Learn about safety and scope settings.
Mock Functions - GenerativeAgent
Enable rapid prototyping and testing of GenerativeAgent integrations without requiring live API endpoints.Prototype behaviors, test parameter handling, and accelerate development with simulated API responses.Mock Functions
Learn how to create Mock Functions.
Overflow Queue Routing - Insights Manager
Redirect traffic from one queue to another based on business hours and agent availability rules.Reduce estimated wait time for customers and support closed queues when legally required.Live Insights
Learn about Insights Manager.
Bulk Close and Transfer Chats - Insights Manager
Bulk chat management features help alleviate queues experiencing unusual activity or high traffic.Transfer all chats from one queue to another or end all chats in a queue quickly.Live Insights
Learn about bulk chat management.
French and Spanish Language Support for AutoPilot - Agent Desk
AutoPilot now supports French and Spanish languages, allowing agents to automate customer interactions in these additional languages for improved customer experience and operational efficiency.AutoPilot
Learn about AutoPilot features.
Undelivered Messages - Agent Desk
Displays clear indicators when Live Agent messages fail to reach customers, enhancing transparency and accountability with visible indicators in transcripts whenever delivery failures occur.Undelivered Messages
Learn about undelivered message handling.
Live Agent Summary - Agent Desk
AI-powered summaries presented directly to live agents at handoff from GenerativeAgent.Concise, structured summaries reduce AHT by eliminating the need to parse entire transcripts.Live Agent Summary
Learn about Live Agent Summary.
Chat Takeover - Agent Desk
Managers can take over chats from agents or unassigned chats in the queue.Enabling them to close resolved chats, handle complex situations, or manage high-traffic periods.Agent Desk Navigation
Learn about Agent Desk features.
Send Attachments - Agent Desk
End customers can send PDF attachments and images to agents to provide more information about their case.Supporting fraud cases and other scenarios requiring proof documentation.Agent Desk
Learn about Agent Desk capabilities.
Searchable Dropdown Component - Virtual Agent
Searchable dropdown component enhances user experience when configuring flows, allowing users to quickly find and select options from long lists.Flows
Learn about Virtual Agent flows.
2024
December 2024
New ASAPP Dashboard
Updated AI-Console home page with streamlined design enhancing the experience for all users.Easier navigation to key products, view recent activity, and access admin-related activities.AI-Console
Learn about AI-Console.
Health Check API
Verify the operational status of ASAPP’s API platform through a simple endpoint for monitoring infrastructure health without needing to make calls to production endpoints.Health Check API
Learn about the Health Check API.
Audit Logs
Review configuration changes made in AI-Console with complete visibility into what is being updated, when, and by whom for control and compliance.Audit Logs
Learn about Audit Logs.
Search Queue Names - Agent Desk
Agents can easily transfer conversations by typing queue names and selecting from filtered results, particularly useful for long queue lists.Agent Desk
Learn about Agent Desk features.
Auto-Pilot Endings - Agent Desk
Automate the end-of-chat process allowing agents to opt-in to flows that handle check-in and ending processes.Freeing agents to focus on more valuable tasks.AutoPilot
Learn about AutoPilot Endings.
Import and Export Flows - Virtual Agent
Promote flows from lower environments into production by exporting JSON files and importing them.Allowing flow builders to manage version control effectively.Flows
Learn about flow management.
Live Insights Metrics - Insights Manager
Added Average First Response Time metric and SLA column to help workforce managers monitor capacity and meet contractual SLA commitments.Live Insights
Learn about Live Insights metrics.
Form Messages for Apple Messages for Business - Customer Channels
Rich, multi-page interactive forms replacing Omniforms with native Apple Messages format.Gather customer information through customizable forms without leaving Apple Messages.Apple Messages for Business
Learn about AMB integration.
WhatsApp Business - Customer Channels
Support for WhatsApp Business as a messaging channel.Enabling customers to interact with virtual agents and have conversations with live agents in their preferred app.WhatsApp Business
Learn about WhatsApp integration.
Authentication in Apple Messages for Business - Customer Channels
Customers can securely log in to their accounts during interactions.Accessing personalized experiences in automated flows and when speaking with agents.Apple Messages Authentication
Learn about authentication.
Intents Self Service Tooling - AI Summary
Streamlined interface for managing intent classification with automated, self-serve UI.Upload, create, and modify intent labels without support team intervention, with deployment to production within minutes.AI Summary
Learn about AI Summary features.
November 2024
Turn Inspector - GenerativeAgent
Advanced diagnostic feature in Previewer providing granular visibility into GenerativeAgent’s interaction workflow.Inspect active tasks, reference variables, instruction parsing, function calls, and execution state per turn.Previewer
Learn how to use the Previewer.
October 2024
Knowledge Base Search - GenerativeAgent
Powerful free-text search across article titles, text, and URLs with metadata filtering for content source, creation details, and deployment status.Making KB management easier.Knowledge Base
Learn about KB Search.
KB Article API - GenerativeAgent
Programmatic management of Knowledge Base articles for integration with private internal knowledge bases.Importing from non-scrapable sources, and fine-grained control over knowledge ingestion.KB Article API
Learn how to use the API.
Trial Mode - GenerativeAgent
Safely deploy GenerativeAgent use cases by trialing functions in production.Validate how your AI system interacts with external functions and APIs before full deployment.Trial Mode
Learn about Trial Mode.
August 2024
Custom Vocab Features - AI Transcribe
Self-serve Custom Vocabulary feature allows management of business-specific keywords to improve transcription accuracy.Add, update, and delete custom vocabulary terms independently through API.AI Transcribe
Learn about AI Transcribe features.
Custom Redaction Entities - AI Transcribe
Self-serve feature for managing redaction entities through configuration API.Independently enable or disable redaction of PCI and PII data in transcriptions.AI Transcribe
Learn about redaction features.
March 2024
Structured Data - AI Summary
Fully customizable feature for extracting data points from conversations through entity extraction and question answering.Generate automated insights, populate CRM fields, and monitor compliance automatically.Structured Data
Learn about Structured Data.
2023
October 2023
Salesforce Integration - AI Summary
Native Salesforce plugin with AI Summary integration enables quick installation and configuration within Lightning environment.Automatically generating and saving conversation summaries.AI Summary
Learn about Salesforce integration.
Sandbox for AI Compose
Playground environment for administrators to preview and test AI Compose experience before integration.Simulating how agents interact with suggestion features.AI Compose
Learn about AI Compose Sandbox.
Amazon Connect Media Gateway - AI Transcribe
AI Transcribe implementation pattern for Amazon Connect allowing Kinesis Video Streams audio to be easily sent to AI Transcribe.Amazon Connect
Learn about Amazon Connect integration.
Sandbox for AI Transcribe
Preview ASAPP’s speech-to-text capabilities designed for real-time agent assistance without waiting for integration completion.AI Transcribe Sandbox
Learn about AI Transcribe Sandbox.
September 2023
Sandbox for AI Summary - AI Summary
Testing environment in AI-Console for validating and experimenting with summary generation before deploying to production.Supporting both voice and messaging conversations.AI Summary Sandbox
Learn about the Sandbox.
May 2023
Twilio Media Gateway - AI Transcribe
AI Transcribe implementation pattern for Twilio allowing Twilio Media Streams audio to be easily sent to AI Transcribe for simplified integration.Twilio Integration
Learn about Twilio integration.
February 2023
Feedback for AI Summary
Model retraining using agent feedback through the feedback endpoint.Using differences between automatically generated and final submissions to improve the model over time.AI Summary Feedback
Learn about feedback features.
January 2023
Get Transcript API - AI Transcribe
New endpoint retrieves the full set of messages for specified conversations.Providing complete transcripts on-demand instead of only real-time or in daily batches.AI Transcribe API
Learn about the Get Transcript API.
2022
December 2022
Tooling for AI Compose
Configuration of global response lists in AI-Console with management through bulk CSV uploads or targeted UI edits.Enabling self-serve maintenance of response libraries.AI Compose Tooling
Learn about AI Compose tooling.
Voice Desk Updates
Multiple enhancements including Themeable Desk with Dark Mode, Automatic Summary, Transcript Redesign, Whisper, and Left Rail redesign with color temperature settings.Agent Desk
Learn about Agent Desk features.