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Hi everyone! We're back with a big update for AI text and agents. This time, we're making them smarter, more personalized, and easy to manage. So let's take a look at what's new.
First up, we've made your AI knowledge base much more powerful. Up until today, you could upload documents about your business and use case for your agent's reference, but whenever information changed, you had to upload the documents again. Now that changes with the addition of Google Docs. When you click "Add Knowledge," you will now see a new option — "Add Google Link" — where you can connect a Google Sheet or Google Doc directly to your agent. From there, your agents can reference that document and always have access to the latest information you update in real time.
For example, imagine you run a venue rental business. You can maintain a simple Google Sheet with venue availability, booked dates, and capacity. Your agent can reference that sheet while answering customers' questions. So if one of your venues becomes fully booked, for instance, and you update the sheet to mark it as unavailable, the agent will immediately adjust its answers — letting new customers know that the venue is sold out while recommending other available options. That means your customers always get accurate, up-to-date information.
Next, we've made conversations feel much more personal with "Send as Contact Owner." Instead of having one shared number for all your AI conversations, your agent can now dynamically send messages using the inbox assigned to the contact owner. This means customers continue hearing from the same rep they've always been talking to, creating a much more natural and consistent experience.
We also added more flexibility for longer conversations with configurable session lifetimes. Your AI agent can now stay active for up to 30 days, even without auto follow-ups enabled. This is great for longer sales cycles or support conversations where customers may take a few days to respond before continuing the conversation.
To help you get started faster, we added a dedicated Support Agent template. It comes preconfigured with prompts specifically designed for support conversations — like answering FAQs, troubleshooting issues, and handling common objections. For best results, pair it with your knowledge base to give customers fast and accurate answers automatically.
And finally, we've improved how agents interact with contacts behind the scenes. Salesmsg now prevents multiple agents from messaging a contact on the same number at the same time, avoiding duplicate or confusing conversations. And for full visibility, you can now track these situations in the new "Skipped" metric section on your agent's dashboard.
That's it for this update. Give those new features a try today, let us know what you want to see next, and thanks for watching!
