What's new in the Cloud Platform
📢 Stay up to date with the latest improvements and new capabilities.
At Yellow.ai, we're continuously evolving — guided by your feedback, market needs, and emerging technologies — to make your experience more intuitive, efficient, and powerful. Explore what's new below.
Knowledgebase
Conversational Knowledge Base (KB) 
We have intoduced Conversational KB, a smarter and more intuitive way to deliver knowledge-driven conversations in your AI agents!
What is Conversational KB?
Conversational KB is an intelligent AI-powered knowledge assistant that enables your AI agent to understand user intent, retain conversation context, and respond in a more human-like, interactive manner when answering queries from your knowledge base.
What’s new?
Before:
- KB responses were static, one-shot Q&A interactions.
- No context retention across user messages.
- Complex KB setup involving multiple methods (DC nodes, KB skills, prompt engineering, custom functions).
- Creating a conversational experience often required writing dozens of lines of prompt code and debugging issues in the setup.
Now:
- Unified and simplified KB setup: One clean interface to configure search instructions.
- Prompt complexity drastically reduced. Example: Recreating the Enbridge bot previously needed 74 lines of prompt code in a DC node. With Conversational KB, it now takes just 20 lines — cutting down time, effort, and complexity significantly.
Key features
- Smarter conversations: The agent can ask follow-up questions, clarifying questions and follow up with users, creating a much more natural, interactive experience..
- Context retention: It remembers what the user previously asked, enabling smoother, context-aware interactions without repetition.
- Rich media responses: Enhance answers with images and videos as part of the KB response.
- Multi-step reasoning over retrieved content: Agent can reason over the retrieved content, before sharing the final response
- Multilingual support: The AI agent can automatically respond in the user’s language.
- Clickable hyperlinks: Any links in responses are now displayed as hyperlinks.
Engage
Smarter WhatsApp Message Delivery with MM Lite API Integration
We’ve added MM Lite API support to outbound campaigns, flows, and notification APIs. This smart delivery feature uses Meta’s intelligence to decide the best time to send WhatsApp messages, improving your chances of reaching customers when they’re most likely to engage.
No change in how you build your campaigns — just choose the API reference while configuring WhatsApp campaign, Meta takes care of the rest.
How it works
- Default: Follows your Org level setting
- Customizable: You can override this setting when configuring individual WhatsApp campaigns (Outbound, Flows, or Notification APIs).
Who gets it
- Available only for customers onboarded to MM Lite
- Works with Meta-approved MARKETING templates
How to enable
If your account is managed by Yellow.ai:
- Your CSM will contact you
- Or, reach out to your CSM to request access
For more details, refer to
- Org level setting
- Outbound campaigns documentation
- Flow campaign documentation
- Notification API documentation
- Notification API reports
- This feature is currently in beta and will be available in production soon.
Deprecated Engage Overview Page
The Engage Overview page has been deprecated as part of our ongoing efforts to streamline the platform.
Agent AI
Automate Revamp: A Simpler, Smarter Way to Build Gen AI Agents
We’ve reimagined the AI agent setup experience to be more guided, efficient, and powerful—so you spend less time configuring and more time delivering intelligent conversations.
What’s enhanced:
Simplified Setup
Define your AI agent’s behavior using natural language. Just describe what the agent should do, and the system generates the logic for you—no technical configuration required.
Super Agents & Agents
Design large, multi-functional AI assistants with ease using a modular architecture.
- Super Agent: Acts as the master controller that defines your AI assistant’s overarching goal (e.g., customer support, travel, healthcare). It intelligently routes queries to the right sub-agent and manages the overall conversation flow.
- Agents: Independent, task-specific AI agents under the Super Agent. Each one handles a focused use case such as booking a flight, cancelling a ticket, or responding to knowledge-based queries. This structure keeps logic clean, reusable, and scalable.
Improved Conversation Design
Build smarter, more natural conversations using intuitive building blocks:
- Start Triggers: Automatically detect user intent and launch the right conversation.
- Prompts: Ask relevant questions, deliver precise answers, and guide users clearly.
- Actions: Perform tasks like capturing inputs, calling APIs, or handling fallback responses.
- Variables: Store, recall, and reuse user data throughout the interaction for a personalized experience.
- Workflows: Seamlessly connect to external systems and dynamically fetch or update data in real time.
PCI-Compliant Data Capture Now Supported in Question Nodes
As part of our ongoing commitment to security and compliance, Yellow.ai now supports PCI-compliant data capture across multiple channels using question nodes, in addition to the previously supported voice input nodes. You can then use the API node to transfer PCI-sensitive information securely.
Key enhancements
- PCI Classification for Inputs Specific input fields—such as card number, CVV, PIN, and expiry—can now be marked as PCI data. Once classified, these inputs are automatically encrypted, logged securely, and handled per PCI DSS guidelines.
- Multi-Channel Support PCI input is now supported in question nodes, enabling secure data collection across Web, WhatsApp, and Voice channels.
- API-Only Access for PCI Variables
PCI variables are securely stored and cannot be accessed via function or code nodes. They are available only through the API node.
PCI variables can be accessed only once via the API node. After a successful API call, the associated PCI data is securely deleted and can no longer be retrieved. This ensures sensitive information is never stored longer than necessary, maintaining strict compliance with PCI standards.
Learn how to capture PCI card data securely using Question node
Learn how to store PCI data using the API
Insights
Access Control–Based Filters for Monitor and Reporting
We’re making monitoring and reporting more secure and relevant by applying access control–based filters. Supervisors will now see only data related to their assigned teams across both the Monitor and Analytics sections.
Monitor Section Updates
Removed: Online Visitors The Online Visitors metric has been removed from the Monitor view to streamline the dashboard.
Live Chats, Now Filtered Live chats shown will now reflect only those conversations that fall under the supervisor’s assigned teams.
Updated: Email Trends UI The filters in Email Trends have been refreshed to match the platform’s standard UI style. Functionality remains unchanged.
Team Tab, Now Scoped The Team tab now displays only agents and groups belonging to the supervisor’s team, instead of showing all.
Analytics Enhancements
New Filters in Chat Analytics & Agent Performance Supervisors now have access to filters in these sections. Data will be scoped to agents and groups in their own teams.
Improved Filter Key A filter key has been added to clarify how team-specific filters work, ensuring that supervisors see only relevant data.
Name change: Dataops is not renamed to Data export
Data Operations (DataOps) has been renamed to Data Export to better reflect its functionality.
Sunset Notice: Clearing the Path for a Smarter Analytics Experience
As we prepare for a major revamp of our Analytics module, we’re streamlining the experience by removing a few legacy screens over the next two weeks. These updates are part of our broader effort to deliver cleaner insights, modern visualizations, and a more intuitive interface.
Here’s what’s changing:
Insights – User Journeys
With the shift towards agentic AI workflows, this section—based on an older implementation—no longer aligns with our direction. We’re removing it, but don’t worry:
Top Flows Visited and
Journey Completion Rate (will still be available in the Overview dashboard)
Insights – Health
This screen is being taken down temporarily. In its place, we’re working on a refreshed Alerts tab to provide a more actionable view into bot performance and system health—coming soon.
Engage – User Data & User Trends
These screens haven’t seen active usage since January 2025 and aren’t tied to core workflows. To reduce clutter and focus on what matters, we’re phasing them out.
What’s Next?
We’re reimagining Analytics to support faster decision-making with smarter, cleaner, and more relevant insights. Stay tuned for upcoming releases with exciting upgrades.
Analyze
Redesigned Topic Details Page
We’ve introduced a refreshed design and improved terminology on the Topic Details page in the Analyze module to make insights easier to understand and act on.
Updated Terminology for Clarity
- To ensure consistency across the platform and enhance clarity, we've updated the following terms:
- CR Rate → AI Resolution Rate
- Containment Rate → Automation Rate
- CR Opportunity → Automation Opportunity
- Each term now includes a tooltip definition—simply hover to learn more.
Layout Enhancements for Better Usability
To ensure faster access to actionable insights and smoother navigation:
- KB Recommendations and the Manual Conversation Analysis CTA have been moved to the top of the page.
Knowledgebase
Redesigned Knowledge Base: Faster Setup, Smarter Syncing, Better Organizing
We’ve completely revamped the Knowledge Base module to help you manage and deliver content more efficiently. Now enabled by default for all newly created bots, this update brings powerful new capabilities to streamline setup, syncing, and ongoing content management—ensuring your AI agents stay accurate and context-aware.
What’s new:
- Guided content onboarding: Step-by-step onboarding for websites, document uploads, and third-party platforms.
- Automated content syncing: Schedule regular content updates using the built-in scheduler—no backend configuration required.
- Smarter file management: Organize your content with folders, subfolders, and perform bulk actions for quicker updates.
- Metadata management: Tag and filter files to improve search accuracy and make content more discoverable for your AI agent.
- Independent publishing workflow: Publish Knowledge Base updates without redeploying the entire bot.
Inbox
Monitor & Reporting Access Control Updates
Supervisors now get scoped views across Monitor, Reporting, and Team tabs—ensuring visibility is limited to their assigned teams.
What’s changed:
🗑️ Online Visitor metric removed from the Monitor section
💬 Live Chats, Team Tab, and Analytics now show data only for supervisor-assigned teams
✉️ Email Trends filters updated to match the latest UI
📈 New filters + key added for Chat Analytics and Agent Performance views
Cleaner data. Sharper control. Just the way it should be.
Sender Email Logic Update in Email Ticketing
We’ve cleaned up how the "From" address is picked when replying to tickets. Agents can also see clear From/To details while composing—no more guesswork.