05.2026

May 2026 release notes.

The May 2026 PolyAI Agent Studio release ships a redesigned Conversations workspace built for high-volume review, adds a one-click Tripleseat integration for restaurant agents, and lets multi-variant projects keep separate webchat handoff credentials per variant.

Expand the items below for details:

Per-variant credentials for webchat handoff integrations

Webchat handoff integrations (Zendesk Sunshine and NICE CXone) can now use a different set of credentials per variant. This lets a single agent project hand off webchat conversations to different live-agent tenants — for example, one Zendesk Sunshine account per brand or region — without splitting the project.

• One credential set named default covers every variant out of the box, so existing projects keep working with no changes.
• Add named credential sets (for example brand_a, brand_b) and assign one to each variant from Configure > Integrations.
• Each credential set still holds separate values for the Sandbox, Pre-release, and Live environments.
• At runtime, the messaging handoff worker picks the credential set assigned to the active variant; variants without an explicit assignment fall through to default.

If you have not added a per-variant assignment, your existing credentials continue to resolve exactly as before.

Conversations workspace revamp

The Conversations page is now organized around channel scopes, saved views, layered diagnosis, and an integrated review side panel — purpose-built for analyzing conversations at scale.

• Voice and Webchat as separate scopes — each with their own saved views, column layouts, and an integrated review side panel that opens without leaving the table.
• Saved views — built-in Production and Test System Views, plus your own Custom Views as pinned tabs. Duplicate, set as default, and share filters as a link.
• Diagnosis toggle group — debugging layers (tool calls, flows, variables, latency, logs, sources) are now independent toggles that persist as you move between conversations.

See Conversation review, Views, and Diagnosis for the full walkthrough.

Tripleseat integration

Connect PolyAI to Tripleseat to capture event and large-party leads from voice, webchat, and SMS conversations — without writing custom code. Projects on the PLG restaurant template can connect Tripleseat through one-click OAuth from the Integrations page; other projects continue to be supported through Managed Services.

See Tripleseat for the setup guide.