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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 base 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.
voice-libraryThe 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.
csatLatency 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.
csatYou 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.
chat-configFebruary 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 behaviour.
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.
integrationsAgent 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 support was planned but did not ship in this release due to authentication changes.
compare-versionsCompare versions and environments before promoting changes.What’s new:
  • View side-by-side differences across Sandbox, Pre-release, and Live.
  • Show versions in reverse chronological order (newest first).
  • Improve version history visibility and navigation on the Versions page.
in-app-calling-variantsTest calls now support variant selection directly in Agent Studio.What’s new:
  • Select a specific variant when making test calls.
  • Display the variant selector only when variants exist.
  • Group call settings in a collapsible Call configuration section.
  • Align variant naming across the Numbers page.
permissionsYou 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 Base while Read-only Functions).
  • Expand sections (for example: Analytics → Conversations) and set more specific access where needed.
Smart Analyst now uses a sub-agent to analyze up to 500 conversations for patterns — a 10× increase from the previous 50-conversation limit.What’s new:
  • Analyze up to 500 conversations per query (previously 50).
  • Conversations are sampled either randomly or based on a metric / PolyScore.
  • Ask questions like “What do customers complain about?” or “How can we reduce handoffs where users ask to speak to a human?”
  • Get directional insights on behavior frequency where no metric is present.
  • Deep sampling helps uncover patterns that smaller samples might miss.
Example use cases:
  • Identify common complaint themes across a large sample
  • Analyze handoff reasons with statistically meaningful data
  • Discover edge cases and rare conversation patterns
  • Validate hypotheses about customer behavior at scale
February also delivers smaller refinements across testing and review.What’s new:
  • Increase sample question limit from 10 to 20 per topic.
  • Remove the Live filter in Conversations for unified review.
  • 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.