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The November 2025 PolyAI Agent Studio release introduces the new Knowledge Source Hub, KB topic activation controls, an in-app integrations catalogue, multi-channel dashboards, Smart Analyst visual updates, and improved SMS configuration. Expand the items for details:
Upload and manage multiple knowledge sources to power your KB — files, URLs, and external integrations — all from one place. This is an improvement on the previous source hub functionality from the knowledge base, and allows mature organizations with a lot of content to build and maintain quickly.source-hubWhat’s new:
  • Add multiple external knowledge sources to populate your knowledge base.
  • 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 organised.
  • 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.
Browse a catalogue of third-party tools that Agent Studio can integrate with.integrationsWhat’s new:
  • New Integrations page listing supported tools across Telephony, Chat, CRM, Vertical, and Knowledge Base 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.
Temporarily turn off knowledge base topics without deleting or restructuring content.kb-toggleWhat’s new:
  • You can now activate or deactivate any KB topic from the ellipsis menu.
  • Deactivated topics are ignored by the LLM and clearly labelled 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.
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.multi-channel-dashboardWhat’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.
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.twilio-msg-serviceWhat’s new:
  • UI accepts Twilio-style Messaging Service IDs like MGxxxxxxxxxx.
  • Replaces the previous phone-number-only validator, aligning the UI with existing API behaviour.