We've shipped a handful of improvements to give you more flexibility with AI agents, better visibility into AI performance, and a smoother day-to-day workflow. Here's what's new.

1) New AI action: Custom Form

We’ve released a new Custom Form action for AI agents that lets you display forms with custom fields. Previously, the only option was the Lead Form, which came with a fixed set of predefined fields.

With the new Custom Form action, you decide exactly what information you want to collect from your visitors, whether that's a support intake form, a booking request, a feedback survey, or anything else your workflow calls for.

2) Confidence Score for AI Answers

When viewing a chat, you can now see a confidence score for each AI answer that comes from your knowledge base. The score reflects how confident the AI is in its response, giving you a clear signal of where it's performing well and where it might be falling short.

You can also filter conversations by confidence score, making it easy to surface low-confidence messages and fine-tune your knowledge base to improve future answers.

3) Sound Notification for Handoffs

You can enable a sound notification that plays whenever a conversation is waiting for agent intervention.

To turn it on, head to Settings → Notifications → Personal Notifications and enable the sound for "A new conversation is waiting for agent intervention" notification.

4) Improved Knowledge Base Filtering and Sorting

We've added new filtering and sorting options to the knowledge base to help you find and manage your content faster. You can also now sort entries by clicking directly on the column headers.

5) Switch Back to AI Chat from Live Chat

You can now hand a conversation back to your AI agent after a live chat session. From the chat screen where the text editor is displayed, click the AI chat toggle at the top to re-enable AI responses.

As always, we'd love to hear your feedback. Let us know what you think and what you'd like to see next.