> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# 11.2025

> November 2025 release notes.

The **November 2025** PolyAI Agent Studio release introduces the Connected Knowledge tab (now part of the Knowledge area), KB topic activation controls, an in-app integrations catalog, multi-channel dashboards, Smart Analyst visual updates, and improved SMS configuration.

Expand the items for details:

<AccordionGroup>
  <Accordion title="Connected Knowledge" icon="book" id="knowledge-source-hub">
    Upload and manage multiple knowledge sources to power your agent – files, URLs, and external integrations – all from one place within the Knowledge area.
    This is an improvement on the previous knowledge collection functionality, and allows mature organizations with a lot of content to build and maintain quickly.

    <img src="https://mintcdn.com/polyai/Dlkm5JXi7Fl7VLZ9/images/release-notes/2511/source-hub.png?fit=max&auto=format&n=Dlkm5JXi7Fl7VLZ9&q=85&s=842ff198b0d209157e9a39f9159a3dd3" alt="source-hub" width="3012" height="1188" data-path="images/release-notes/2511/source-hub.png" />

    **What's new:**

    * Add **multiple external knowledge sources** to populate your agent's knowledge.
    * 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 organized.
    * 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.
  </Accordion>

  <Accordion title="Integrations overview page" icon="puzzle-piece" id="integrations-overview-page">
    Browse a catalog of third-party tools that Agent Studio can integrate with.

    <img src="https://mintcdn.com/polyai/Dlkm5JXi7Fl7VLZ9/images/release-notes/2511/integrations.png?fit=max&auto=format&n=Dlkm5JXi7Fl7VLZ9&q=85&s=beae1f0e40a7799cbc45b365b38059e8" alt="integrations" width="2998" height="1538" data-path="images/release-notes/2511/integrations.png" />

    **What's new:**

    * New **Integrations** page listing supported tools across Telephony, Chat, CRM, Vertical, and Knowledge 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.
  </Accordion>

  <Accordion title="Deactivate KB Topics" icon="toggle-off" id="deactivate-kb-topics">
    Temporarily turn off Knowledge topics without deleting or restructuring content.

    <img src="https://mintcdn.com/polyai/Dlkm5JXi7Fl7VLZ9/images/release-notes/2511/kb-toggle.png?fit=max&auto=format&n=Dlkm5JXi7Fl7VLZ9&q=85&s=b3efc3d96ed4f299f47c4b2706d2e250" alt="kb-toggle" width="3018" height="704" data-path="images/release-notes/2511/kb-toggle.png" />

    **What's new:**

    * You can now **activate or deactivate** any KB topic from the ellipsis menu.
    * Deactivated topics are **ignored by the LLM** and clearly labeled *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.
  </Accordion>

  <Accordion title="Multi-channel dashboard" icon="chart-line" id="multi-channel-dashboard">
    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.

    <img src="https://mintcdn.com/polyai/Dlkm5JXi7Fl7VLZ9/images/release-notes/2511/homepage.png?fit=max&auto=format&n=Dlkm5JXi7Fl7VLZ9&q=85&s=952e0764311ae34d24a15bc105671af6" alt="multi-channel-dashboard" width="3002" height="1544" data-path="images/release-notes/2511/homepage.png" />

    **What'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.
  </Accordion>

  <Accordion title="SMS messaging-service IDs" icon="message" id="sms-messaging-service-ids">
    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.

    <img src="https://mintcdn.com/polyai/Dlkm5JXi7Fl7VLZ9/images/release-notes/2511/twilio.png?fit=max&auto=format&n=Dlkm5JXi7Fl7VLZ9&q=85&s=fc7bd26ba2d4d2536258ff28feb2607c" alt="twilio-msg-service" width="2986" height="1400" data-path="images/release-notes/2511/twilio.png" />

    **What's new:**

    * UI accepts Twilio-style Messaging Service IDs like `MGxxxxxxxxxx`.
    * Replaces the previous phone-number-only validator, aligning the UI with existing API behavior.
  </Accordion>
</AccordionGroup>