11.2025

November 2025 release notes.

The November 2025 PolyAI Agent Studio release introduces the Connected Knowledge tab (now part of the Knowledge area), KB topic activation controls, an in-app integrations catalog, multi-channel dashboards, Smart Analyst visual updates, and improved SMS configuration.

Expand the items for details:

Connected Knowledge

Upload and manage multiple knowledge sources to power your agent – files, URLs, and external integrations – all from one place within the Knowledge area. This is an improvement on the previous knowledge collection functionality, and allows mature organizations with a lot of content to build and maintain quickly.

What’s new:

• Add multiple external knowledge sources to populate your agent’s knowledge.
• Supported formats include PDFs, text files, Word docs, CSVs, JSON, URLs, and CRM/helpdesk integrations.
• Assign each source to specific client environments and variants, so large deployments stay organized.
• Group sources for easier navigation and maintenance.
• Re-upload or re-scrape sources to refresh content when upstream material changes.
• Per-chunk citations appear in Conversation Review, showing exactly which source text informed a response and helping teams trust the agent’s reasoning.

Integrations overview page

Browse a catalog of third-party tools that Agent Studio can integrate with.

What’s new:

• New Integrations page listing supported tools across Telephony, Chat, CRM, Vertical, and Knowledge categories.
• Search by integration name or description to find what you need quickly.
• Filter by category to focus on telephony, CRM, healthcare, restaurant, hotel, or KB integrations.
• Each card shows the integration logo and a short summary of what the connection enables.

Deactivate KB Topics

Temporarily turn off Knowledge topics without deleting or restructuring content.

What’s new:

• You can now activate or deactivate any KB topic from the ellipsis menu.
• Deactivated topics are ignored by the LLM and clearly labeled Inactive in the UI.
• Activation state is versioned and can differ across Sandbox, Pre-release, and Live.
• New sort by inactive topics option to help find dormant or seasonal content.

Multi-channel dashboard

Agent Studio’s homepage now reflects how projects actually run: if a project uses both voice and chat, each channel now has its own homepage analytics tab. The redesigned dashboards give clearer insight into performance, and for chat-only deployments now only relevant chat metrics will appear.

What’s new:

• Split the homepage into Voice and Chat tabs, with visibility based on which channels your project uses.
• Chat tab highlights key KPIs such as engaged conversations, containment rate, total messages, cost savings, and average handle time.
• New charts for chat deployments: engaged conversations over time, messages per conversation, total message volume, top QA reasons, and containment evolution.
• Currency selector for core metrics (USD, GBP, EUR), with automatic conversion for cross-regional teams.

SMS messaging-service IDs

Agent Studio now matches how production SMS integrations are actually configured. Messaging Service IDs replace the old, restrictive phone-number-only fields, making outbound SMS setup more flexible for enterprise deployments.

What’s new:

• UI accepts Twilio-style Messaging Service IDs like MGxxxxxxxxxx.
• Replaces the previous phone-number-only validator, aligning the UI with existing API behavior.