This release introduces multi-channel support and several AI Agent Event and Action enhancements. You can now reuse AI Agent configuration across multiple channels, collect or clear information using AI Agent Variables, reuse Topics within Workflows, and present visitor options with an updated configuration experience. Three existing Events are also renamed as part of this update.

AI Agent Multi-Channel Support

An AI Agent can now support one or more channels. Shared configuration, including the AI Agent's default language, Knowledge, Topics, Variables, Functions, and MCP Servers, can be reused across all enabled channels, while channel-specific settings remain available where needed.

For AI Agents enabled for multiple channels, additional configuration options are available, including Instructions for All Enabled Channels, Default Responses, and channel-specific Responses. If an AI Agent continues to use only one channel, the configuration experience remains similar to the existing single-channel experience.

Existing AI Agents are upgraded automatically, with their existing configurations and historical data retained.

To learn more about the UI and configuration changes introduced by this upgrade, see this article.

Action Enhancements

This release also introduces new AI Agent Actions and updates several existing Actions, providing greater flexibility for managing information, reusing Topics within Workflows, configuring conditions, and presenting options to visitors.

Collect Information

The new Collect Information Action allows you to collect one or more pieces of information using AI Agent Variables.

The AI Agent can use information that is already available, ask visitors only for required information that is still missing, and continue collecting additional details when needed.

You can also require visitors to confirm the collected information before new or updated values are saved.

Clear Value

The new Clear Value Action allows you to clear the values of one or more selected Variables or Custom Variables in a single execution.

Condition

The existing Conditions Action is renamed Condition. 

Hand Off

The existing Transfer Chat and Reassign Ticket Actions are renamed Hand off. 

Trigger a Webhook

The existing Send Webhook Action is renamed Trigger a Webhook. 

Trigger a Topic

The existing Go to topic Action is renamed Trigger a topic. A triggered Topic can now return to the original Workflow after it completes, allowing the Workflow to continue from the next Action.

For example, a password reset Workflow can trigger a Topic to verify the visitor's email address and then continue with the reset process after verification is completed.

Send Options

The existing Send quick reply options and Send Numeric Menu Actions are replaced with Send Options, providing an updated configuration experience for creating and managing visitor choices.

Depending on the channel, options can be presented as quick replies or numbered choices. For channels that use numbered choices, you can configure an Option key that customers can select directly.

Send Options also supports meaning-based matching, allowing the AI Agent to match a customer's natural-language response to the appropriate option when they do not make a direct selection.

Existing Send Quick Reply Options configurations are migrated to Send Options, with their existing options and routing targets retained.

Event Name Updates

Three existing Events are renamed to better reflect their behavior across supported channels:

• Event when a visitor starts a chat is renamed Event when a conversation starts.
• Event when AI Agent cannot answer visitor question is renamed Event when AI Agent cannot answer a question.
• Event when a visitor rates an answer as not helpful is renamed Event when the AI Agent's answer is rated as not helpful.