What's new - Voice AI Agents EAP

This page serves as the central source for updates to Voice AI Agents. It includes new features, enhancements, bug fixes, and important product announcements to help you stay informed about the latest changes and improvements in the EAP.

Mar 09, 2026

[IMPROVEMENT] Faster Welcome Reply Response Time - Reduced latency for the agent’s Welcome reply, which means the Agents answers incoming calls faster than before.

Feb 26, 2026

[IMPROVEMENT] Knowledge Agent Upgraded to Latest RAG Engine - The Knowledge Agent now runs on the latest version of Zendesk’s RAG engine, improving both response latency and answer accuracy.

[IMPROVEMENT] Enhanced Knowledge Agent Transparency in Logs - Conversation logs now display the plan, reasoning, and knowledge sources behind each Knowledge Agent response, providing greater visibility into how answers are generated.

[IMPROVEMENT] Smoother Context Switching Between Agents - Improved handling of mid-procedure topic changes. When a user switches topics during procedure execution, agent handover and context transitions now occur more smoothly and reliably.

Feb 24, 2026

[IMPROVEMENT] Expanded Reasoning Fields in Conversation Logs - Added additional reasoning fields to Voice Procedure Agent messages in conversation logs, providing deeper visibility into how decisions are made during procedural flows.
Coming soon: Similar reasoning fields will be added to small talk messages for improved transparency across all conversation types.

Feb 23, 2026

[IMPROVEMENT] Enhanced Session Variable Handling in Procedure Agent - Additional improvements to how the Procedure Agent processes and utilizes session variables, resulting in more consistent behavior and improved context reliability across flows.

[FIX] Knowledge Agent Context Issue Resolved - Fixed an issue where the Knowledge Agent (RAG) could occasionally use incorrect context, which in some cases led to inaccurate or hallucinatory responses.

Feb 18, 2026

[NEW] Dialogue → Procedure Linking - You can now link directly from the Welcome reply to a procedure, enabling structured entry flows such as authentication, data collection, and IVR-like routing.

[NEW] Caller Number Parameter ({{fromNumber}}) - The caller’s number is now available as a sanitized variable for use in custom integrations, enabling validation and authentication flows.

[IMPROVEMENT] Session Variables Shared Between Agents - Session variables can now be shared across agents to maintain conversational context.

[IMPROVEMENT] Improved Long Context Handling - Enhanced stability when managing extended session context within the Voice verbalizer.

[COMING SOON] Procedure → Dialogue / Procedure Linking - Support for linking from a procedure to another procedure or dialogue.