Provide direct feedback on how your AI Agent could have performed better to change behavior and improve future conversations.

AI Agents are now even better at selecting the right knowledge article to deliver accurate replies. Increase Automated Resolution with no effort required!

Topics reporting now has Category-level insights and report filters, and you can now download the entire Topics report.

See how well your Knowledge articles and Actions are resolving inquiries, so you understand exactly where to focus improvement efforts.

When a little more help is needed, AI Agents can transfer customer conversations to a human agent in Salesforce Messaging.

Deliver better conversational experiences in custom or third-party channels with support for buttons, links, and attachments during handoffs.

Reduce customer effort by initiating targeted conversations based on triggers like website behavior or account issues.

AI Agents will clarify questions more effectively, deliver more contextual responses, and reply with cleaner formatting, like polished lists, inline links, and more.