Skip to main content
The February 2026 PolyAI Agent Studio release introduces a new multi-channel navigation structure and expands visibility, control, and configuration across voice, chat, integrations, and review workflows. Expand the items below for details:
Agent Studio now includes a dedicated Channels section in the sidebar. It separates channel-specific configuration from shared project resources such as flows, Knowledge content, and variants.What’s new:
  • Added a new Channels section below Build.
  • Created dedicated pages for:
    • Voice Configuration
    • Chat Configuration
    • Widget Configuration
  • Moved Chat configuration from Settings into Channels.
  • Moved greeting and disclaimer settings from the Agent page into Voice and Chat configuration pages.
  • Placed Widget configuration under Channels.
  • Structured the section to support additional channels in future.
Navigation updates:
  • Added a new Deployments section.
  • Moved Environments and Project History into Deployments.
  • Moved Real-time Configuration and Configuration Builder into Build.
  • Updated user permissions to reflect the new structure.
The new Voice library makes it easier to browse, preview, and select voices for your agent.What’s new:
  • Open the Voice library directly from the Agent Voice page.
  • Browse voices in the Explore tab or return to saved voices in Favorites.
  • Preview supported voices with custom test text before selecting them.
  • Filter voices by language, region, and gender.
  • View provider, language, and style tags for each voice.
  • Select a new voice directly from the library and apply it to the agent.
Agent Voice page updates:
  • The Agent Voice page now links directly to the Voice library.
  • Voice selection is managed separately for the main Agent voice and the Disclaimer voice.
  • If disclaimer audio is configured elsewhere, the page links users to Channels / Voice configuration.
Latency insights are now available directly in the product, helping teams understand where response time is spent during a call.What’s new:
  • View detailed latency breakdowns for conversations.
  • Inspect timing for LLM requests.
  • Inspect timing for function calls.
  • Use latency data to identify and reduce slow responses.
You can now configure in-call voice CSAT surveys directly in Agent Studio.What’s new:
  • Dedicated CSAT page under Configure.
  • Toggle to enable or disable in-call voice survey.
  • Guided setup for routing callers into the survey flow from the hang-up function.
  • Copy code action for conv.goto_csat_flow().
  • Go to Functions shortcut for updating hang-up logic.
  • Editable fields for the survey lead-in message and survey question.
  • Built-in guidance to use a 1 to 5 rating scale for consistent feedback.
Dashboard support:
  • CSAT results can now be tracked for voice interactions in dashboards.
February expands Webchat deployment and improves chat configuration and rendering.Chat configuration:
  • Enable chat from the Chat Configuration page under Channels.
  • Manage Widget configuration separately and push changes directly to environments.
  • Display in-product banners to guide chat enablement before widget setup.
  • Align chat configuration with branching behavior.
Markdown rendering:
  • Render formatted markdown in the Test Agent Chat panel.
  • Display formatted markdown in Conversation Review.
  • Support bold, italics, lists, links, and code blocks.
Agent Studio now supports click-based integrations with leading CCaaS providers.What’s new:
  • Integrate Dialpad, Twilio, and Five9 directly from the Integrations page.
  • Route directly to the Handoffs page after setup.
  • Update the Handoffs page to reflect telephony integrations for unified routing.
Note: Zendesk integration support is coming in a future release.
You can now assign mixed permissions across different areas of Agent Studio. Give users edit access where they build, and restrict access where they only need visibility.What’s new:
  • Set permissions per navigation area using None / Read / Edit.
  • Mix permissions across sections in the same project (for example: Edit Knowledge while Read-only Functions).
  • Expand sections (for example: Analytics → Conversations) and set more specific access where needed.
February also delivers smaller refinements across testing and review.What’s new:
  • Increase sample question limit from 10 to 20 per topic.
  • Mask secret values by default in the Secrets UI.
  • Unmask on focus and re-mask on blur.
  • Add copy-to-clipboard support for secret values.
  • Update user permissions to match the new navigation structure.
  • Upgrade PolyScore and Call Summaries to use GPT-5.
Last modified on April 20, 2026