Major Platform Updates

Agentic AI Integration Tool Control

With this feature, the AI Deployment Engineer (AIDE) will be able to control specific tool access and instructions based on "intent." Once an integration is configured (including credentials/security), the CX Assistant can be updated with intents to manage tool access; for example, looking up order status in Shopify. The CX Assistant typically requires minimal additional instruction to leverage these tools since the Crescendo knowledge base contains the necessary policy information, and core CX Assistant behavior and handoff prompts already manage CX Assistant interactions.

When adding an integration to an existing Crescendo deployment initially focused on knowledge, it may be necessary to remove previous content or behavioral instructions related to customer redirection. For example, if the system previously redirected customers to a website to check order status, and a relevant intent is added, these redirection instructions become redundant and can be removed. In many cases, enabling tool access for the CX Assistant simplifies deployments and reduces Crescendo configuration complexity. As always, ensuring clean, consistent, and precise knowledge content and behavioral guidance is crucial for success.

Image Sharing for Messaging

CX Messaging Assistant can now accept attachments from customers. When enabled, a paperclip icon will appear giving the customer the option to attach an upload an image.  The image is processed by the CX Messaging Assistant and also loaded into the ticketing system (e.g., Zendesk, Gorgias). For example, customers can send screenshots or photos via the messaging/chat U.  CX Assistant automatically creates a description of the uploaded image which can be used as a basis for a response.

CX Assistant Context Collection

Web developers can now invoke functions to send contextual information or set pre-filled fields in the CX Assistant widget. This feature allows developers to pass known information such as the customer’s name, product IDs, or user states (e.g., "signed in"). These functions can be invoked at the beginning or at any point during a conversation, prompting the CX Assistant to behave appropriately according to its configured instructions.

Agentic AI Knowledge Ingestion

The Crescendo knowledge base now utilizes Agentic AI to decide which knowledge content to import into the Crescendo Technology Platform. Content can be rejected, published, or placed into a draft state based on analysis by an AI service. This feature maximizes automation while proactively screening for flawed or high-risk content.

Content held in a draft state will be reviewed by the AIDE, determining whether it should be published or if consultation with the content provider is necessary.

Transcript Analysis

Crescendo’s Transcript Analysis feature provides AI-powered insights into customer conversations by directly tapping into conversation data. After selecting a category bucket and defining a date range, this feature analyzes raw transcripts or AI-generated summaries to uncover diagnostic insights, generate visualizations on-demand, and offer targeted recommendations, all through our Data Assistant experience. Results can be exported as PDFs, suitable for inclusion in management business reviews, operational analyses, or strategic presentations.

Voice Call Ingestion and Analysis

Crescendo’s Voice Call Ingestion feature automatically ingests and transcribes voice calls from Zendesk Talk, merging this data with additional Zendesk ticket information. Combined ticket analyses are accessible via the Voice of the Customer (VOC) dashboard, enabling unified analysis. This feature supports AI-powered QA evaluations using Crescendo Predictive CSAT, KPI scoring, and coaching insights based on configurable rubrics. All tenants receive a default rubric, with custom rubrics available through collaboration between the Quality and Operations teams to support tailored assessments. Currently available for Zendesk, this feature will expand to other CCaaS and ticketing systems in the future.

Detailed Updates

Core Functionality

• Introduced support for realtime models for preflight and reasoning models for CX Assistant
• Implemented semantic document split mode for knowledge base processing.
• Added support for V7 with integrations.
• Enabled knowledge base AI content filter to consider title and source fields.
• Added metrics for ticket ingestion TaskQueue in API service.
• Added processing of uploaded images in CX Assistant conversations.
• Added new advanced KB setting toggle

User Interface (UI) Enhancements

• Added product version display
• Improved color picker with alpha channel support.
• Included AI filtering for knowledge base import in UI.
• Added knowledge base text extraction from images in UI.
• Introduced semantic split mode in Document Settings UI.
• Included bot input mapping configuration for V7 in UI.
• Added knowledge base audit subsystem enumerator in UI.
• Introduced UI toggle for transcribe voice comments options.
• Included advanced CX Assistant options in UI.
• Included bot config for handoff on guardrails threshold in UI.
• Added UI integrations settings provision button.
• Introduced bot-side audio recording in UI.
• Added analyze jobs clear and Data Assistant for bot conversations in UI.

Integration Improvements

• Introduced Shopify provisioning UI 
• Added toggle and text area for manual script in Shopify KB UI.
• Added Shopify UI multi-select for Sales Channels.
• Added analyze jobs and Intercom email channel support in UI.
• Added senderEmail field for Kustomer and Gorgias in UI email create/edit
• Included Zendesk token type in UI.
• Added Salesforce KB Loader and Updater with API enhancements.
• Included Gorgias ticket custom fields support.
• Added Kustomer welcome message for voice interactions.
• Introduced Kustomer queue and autoSnooze functionality with Shopify API and KB support.
• Added Kustomer API for Queues.
• Included KB AI content filtering for integrations.
• Added transcription case support for Salesforce.
• Introduced Intercom CRM integration.
• Added Kustomer bot-to-agent attachment sending.
• Included Intercom email channel support.
• Added Shopify KB product filtering by sales channels.
• Introduced Gorgias help center contact form support.
• Added Zendesk voice comment transcription.
• Included Shopify KB script for products filtering.
• Added Zendesk prometheus Hook Metrics for monitoring.
• Introduced Gorgias contact form processing and Salesforce email communication.
• Enabled sending emails via Salesforce.
• Added Shopify orders support to integrations.
• Supported knowledge base ingestion from Freshdesk help center.
• Enabled configurable Salesforce KB API article object type with fields mapper.
• Added Kustomer email templates retrieval and application functionality.
• Added ability to choose environment type for Salesforce applications.
• Included Kustomer "Load private articles" checkbox in UI.
• Added Kustomer email templates list and save functionality in UI.
• Added Salesforce ticket import and on-demand analysis in Voice of Customer UI.
• Added Kustomer autoSnoozeKustomerConversation and queue select field in email settings UI.
• Added Kustomer default email support for integration email addresses in UI.

Bug Fixes

• Fixed Guru loader to load only new updated cards and added Salesforce messaging API provisioning.
• Fixed doc indexing on knowledge base publish.
• Fixed Kustomer private articles loading and value retrieval.
• Fixed Zendesk help center articles conversion, failed handoff, and Kustomer tag handling.
• Fixed Salesforce Apex Trigger for email messages to trigger for all emails.
• Fixed Salesforce KB images uploading to CDN.
• Fixed Salesforce transcription case URL issue.
• Fixed Salesforce Messaging In-App options initialization.
• Fixed Confluence and Guru purge, disabled handoff without destinations, and optimized purge for knowledge base sources.
• Optimized Zendesk data source purge and fixed Salesforce flag name.
• Fixed Bot V7 realtime improvements, Gorgias tag issue, and Kustomer purge optimization.
• Fixed Kustomer ticket resolution hook and Shopify article/product filter.
• Fixed Kustomer queue change event handling.
• Fixed Kustomer default email support.
• Fixed handoff for email channel.
• Fixed semantic split enhancements.
• Fixed integrations API OAuth token refresh.
• Fixed Gorgias c7o tag, Kustomer queue event processing, and optimized Confluence/Zendesk loaders.
• Fixed Shopify product image attachment.
• Optimized Confluence, Gorgias, Guru, and Kustomer loaders, and fixed Gorgias data source purge.
• Fixed Shopify product categories as tags, metafield definitions, and product metadata/metaobject API.
• Fixed V7 integrations and DAMAC API issues.
• Fixed Shopify KB metaobjects retrieval.
• Fixed Shopify export issue.
• Fixed download folder set to temporary directory.
• Fixed Shopify product body parsing.
• Fixed V7 integrations, realtime improvements, and DAMAC API.
• Fixed bot test issue.
• Moved firebase-admin to devDependencies and peerDependencies.
• Fixed Gorgias and Kustomer email handoff.
• Fixed Gorgias handoff tag issue.
• Fixed Kustomer ticket close prevention on handoff.
• Fixed image link processing and Shopify KB loader.
• Fixed Gorgias email formatting and file attachment.
• Fixed conversation analysis on finalize and avoided re-analysis if text unchanged.
• Fixed Gorgias default email and Kustomer email channel handling.
• Fixed Gorgias ticket attachments.
• Fixed Freshworks, Salesforce, and Zendesk default email, and Intercom KB loader/pagination.
• Fixed Kustomer message attachments extraction.
• Fixed semantic split metadata and Gorgias chat tags.
• Fixed Gorgias chat API and senderEmail.
• Fixed email subject message, Freshdesk/Freshservice senderEmail, and Zendesk bot escalation.
• Fixed default kbDoc splitter config extension.
• Fixed RT trace to file and bucket.
• Fixed Kustomer attachment sending and Zendesk email subject for first message.
• Fixed semantic splitter accuracy and Gorgias email custom fields.
• Fixed additional SemanticSplitter adjustments.
• Fixed Kustomer processing messages from all customers.
• Fixed Zendesk markdown conversion to preserve spaces.
• Fixed barge-in to ignore canceled messages in LLM request.
• Fixed barge-in to ignore canceled messages in preflight, made preflight depth configurable, and ignored handoff message if model provided text.
• Fixed Shopify KB markdown links format and Kustomer conversation creation for attachment as first message.
• Fixed Gorgias attachments to screen-pop.
• Fixed Lovepop Gorgias too many requests issue and Zendesk user attachments to screen-pop.
• Fixed Zendesk attachments to screen-pop.
• Fixed valid message check with tool_calls and User Context toolkit (WIP).
• Fixed Gorgias email conversation TTL and ignored agent message.
• Fixed Gorgias user email response, Kustomer screen-pop attachment, and Shopify catalogType.
• Fixed Gorgias email handoff tag check.
• Fixed V7 preflight improvements.
• Disabled axios-retry interceptor and added Kustomer tags cache.
• Fixed Kustomer and Zendesk agent message hook ignoring and Zendesk end-user role.
• Fixed Gorgias voice ticket tags/custom fields on handoff and multi-LLM support.
• Fixed Gorgias/Kustomer/Zendesk hook ignoring if integration disabled, improved Data Assistant, and OAuth refresh.
• Fixed AI content filter and enhanced convId logging for Gorgias ticket save.
• Fixed Gorgias categories tag normalizer.
• Fixed Shopify purge and Intercom loader doc import issue.
• Fixed slow KB document deletion.
• Fixed API-SERVICE duplicate response and Salesforce issue.
• Fixed contact data field 'required' check.
• Fixed Gorgias screen-pop for chat.
• Fixed Generic API retry for TOO_MANY_REQUESTS.

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