The AI now remembers context about your users

May 18, 2026

• You can now configure in-app notifications directly within lifecycle stages, allowing the AI to proactively surface relevant messages at the right moment.
• A new agentic content library is now available in beta. It can automatically build a structured, wiki-style knowledge base by processing your documents through AI, making content management smarter and more automated. (Let us know if you’re interested in trying it out!)
• The AI now remembers context about end users across sessions and environments. You can see this on the user details page (reached via conversation details) in the new Memory block. Additionally, if a user escalates a ticket, this information will also be included in the ticket.

Bug Fixes

• The AI component no longer incorrectly lowercases capitalized words (such as proper nouns) when displaying questions.
• Resolved errors that were affecting the insights aggregation feature.
• The settings icon in the sidebar now shows a clearly visible highlight when you hover over it.
• Analyzing flagged responses from the quality dashboard is working correctly again.
• The Quality Control Report now accurately evaluates questions that the AI is able to answer in regular conversations.