Source Citations
Your agents can now show their work! When an agent responds using information from your knowledge bases, source citations appear inline with the response, giving users full visibility into where the information is coming from. Citations are interactive, so users can click through to review the original source directly, building trust and making it easy to verify AI-generated answers.Enhancements
- Added support for the new GPT Realtime 1.5 voice model
- You can now toggle media encryption (SRTP/RTP) directly from your SIP channel configuration, giving you granular control over call security
- Custom API integrations now support multipart file uploads, and custom API names are properly persisted after updates
- Markdown files in the document knowledge base now display a live preview, improving readability without leaving the platform
SIP Trunk Channel
Introducing SIP Trunk as a new channel type in VIVI! This opens the door to voice-based interactions through SIP, giving your agents the ability to handle inbound and outbound calls over your existing telephony infrastructure.Configure and manage your Twilio SIP Trunk directly from the VIVI platform. The new dedicated channel page gives you control over origin, termination, and transfer settings, all in one place. You can also optionally assign a name to your transfer extensions, making it easier to identify and manage them at a glance.Learn more about setting up your SIP Trunk channel here!Enhancements
- Added
/newcommand support in Microsoft Teams chats, allowing users to clear their conversation history on demand - Improved secure file handling for Teams with SAS token generation for attachment uploads
- The real-time dashboard now auto-refreshes every 30 seconds and defaults to displaying phone call activity for improved monitoring
SharePoint Features
We’re excited to bring powerful new SharePoint capabilities to the VIVI platform!SharePoint Site Pages Sync & Documents Sync — Your agents can now stay in sync with your SharePoint content automatically. Site Pages sync keeps your agents up to date with the latest published pages across your SharePoint sites, while Documents Sync gives agents access to files and folders stored in SharePoint document libraries. Whether your knowledge lives in a wiki-style page or a shared folder of PDFs, your agents can now find and reference it without any manual uploads.SharePoint Web Chat Widget — You can now embed the VIVI chat widget directly into your SharePoint sites. Drop it onto any page that supports web parts to give your team an always-available agent right where they already work.Learn more about connecting SharePoint to VIVI here!Enhancements
- Introduced a default account selector and updated the “favorites” feature to “defaults” for improved account and workspace navigation
- Introduced hybrid search capabilities for document knowledge bases, improving search accuracy and flexibility
Skills
We’ve been hard at work behind the scenes on something special…introducing Skills to the VIVI platform! Skills allow your agents to access specialized capabilities, extending what they can do beyond their base configuration. Think of Skills as giving each agent its own computer, enabling it to write and execute scripts on the fly. For example, a Skill could help your agent calculate loan amortization schedules, generate custom reports, or even manipulate images and documents.But VIVI already has integrations…why would I need Skills?While integrations connect your agent to external systems (like your CRM or help desk), Skills teach your agent how to think and behave. Think of integrations as giving your agent access to tools, while Skills provide the expertise to use those tools effectively. For example, an integration might connect to your scheduling system, but a Skill would contain the logic for handling complex scheduling scenarios and managing edge cases. Check out more here!AI Assist
Refining agent prompts just got easier. Our new AI Assist feature helps you transform rough ideas into polished, production-ready prompts. Start with what you have, then ask AI Assist to restructure it into clear sections with role definitions and tool guidelines. Want to make adjustments? No problem! Just tell it what you need and review the suggested changes with a side-by-side diff view that highlights suggested improvements in green. Accept what works, reject what doesn’t, and keep your prompt history intact throughout the process.Enhancements
- Added real-time Agent Status panel, providing advanced agent monitoring and management tools
- Added support for additional countries and outbound phone capabilites
- Enhanced chatbot and API channel testing with improved validation and user interface options for a more robust and user-friendly experience
Real-Time Insights
Stay on top of your AI agent activity with our Real-Time Insights. Monitor conversations and calls with live tracking and comprehensive analytics, including:- Hourly and daily metrics - Track message volume, AI responses, and engagement patterns over the last 1, 4, and 24 hours
- Conversation details - View start times, durations, message counts, and AI message breakdowns for each conversation
- Multi-channel support - Monitor both text conversations and phone calls from a unified interface
- Channel-specific filtering - Drill down into individual channels to analyze performance and activity patterns
Indexed Websites
Website knowledge bases now support indexed crawling for instant retrieval in addition to real-time retrieval. When you select the indexed website option, your agent will access pre-stored content from your website using sitemap crawls and store the content locally. The result? Lightning-fast responses without page load delays.This system gives you granular control over what gets indexed. Exclude specific sections you don’t want agents accessing, or mix approaches by indexing your stable content while keeping frequently updated pages in real-time mode. Need to refresh? You can re-index everything at once, target specific folders, or update individual pages as your content evolves.MS Teams & Copilot
Your VIVI agents can now integrate directly into Microsoft Teams and Copilot, enabling your organization to bring AI assistance to spaces your employees work in. This new channel brings enterprise-grade AI agents to your existing Microsoft 365 ecosystem:- Deploy across Teams environments - Install your agent as a custom app accessible via personal chats, group conversations, team channels, and Microsoft Copilot
- Flexible interaction patterns - Agents respond automatically in 1:1 chats and Copilot, or can be @mentioned in groups and channels for contextual assistance
- Rich file support - Process attachments from SharePoint, OneDrive, and local uploads with configurable permissions (User.Read, ChannelMessage.Read.All, ChatMessage.Read.All, Files.Read.All)
- Thread-aware conversations - Access conversation history and thread context to provide relevant, informed responses
- Simple admin setup - Download the app manifest, upload to Teams Admin Center, grant permissions, and your agent is ready to deploy
New Year, New Infrastructure
We recently dropped our pricing following a major overhaul of our engineering infrastructure. This update includes major performance upgrades such as:- More efficient LLM token caching
- 95–97% improvement in tool-calling accuracy across both text and voice agents
- A new “Thinking” indicator for reasoning agents with streaming enabled, displaying real-time workflow highlights as the final response is being computed.
Enhancements
- We’ve rolled out three new model options: gpt-5.1-low, gpt-5.1-medium, and gpt-5.1-high. Learn more about the models here.
- We’re preparing to roll out gpt-5.2 once Azure latency concerns are resolved, so we can continue delivering the right balance of speed and cost.
Single Sign-On (SSO)
Single Sign-On is now available for enterprise customers! Teams can authenticate using their existing company credentials while logging into VIVI. This allows account access to be more secure, streamlined, and easier to manage across large organizations.Enhancements
- We’ve introduced six new model options for your VIVI agents. In addition to last week’s releases, you can now explore gpt-5-mini-low, gpt-5-mini-medium, gpt-5-minimal, gpt-5-low, gpt-5-high, and gpt-5.1. Check out details on the new models here.
- You can now export reports generated by VIVI, making it easier to analyze and share insights across your team.
Phone Channels
Phone channels have officially arrived at VIVI! You can now connect your agents to phone numbers and let them speak with users through natural, real-time voice calls. Agents can answer questions, offer support, route callers, and deliver fully interactive voice experiences.When you create a phone channel, VIVI provides you with a dedicated phone number with the country code of your choice. Once assigned to an agent, it’s ready to receive inbound calls. Users dial the number, and your agent handles the full voice interaction. This includes routing callers to real, external phone numbers via menu options (e.g., “Press 1 for Support”) or natural voice cues (e.g., “I’d like to speak to an agent”).Click here for more information about phone channels.GPT-5
We’ve expanded our model lineup to include the newest, most advanced options available. You now have access to gpt-5-medium, gpt-5-mini-high, and gpt-5-mini-minimal, in addition to gpt-4.1. This gives you more power, flexibility, and performance for every use case.Web Chat Events
We’ve added event tracking support to web chat channels! This enhancement allows you to monitor how users are interacting with your agent. We currently support the following events:- message-sent: fires upon a user sending a message
- message-received: fires upon the agent responding
- chatbot-opened: fires when the chatbot widget is opened
- chatbot-closed: fires when the chatbot widget is closed
- conversation-restarted: fires when a conversation restarts
- input-mode-changed: fires when a user swaps between text or voice input
- voice-conversation-started: fires when a voice conversation begins
- voice-conversation-ended: fires when a voice conversation ends
Enhancements
- Expanded the chat area to be wider, improving readability and layout
- Added typing indicators and read receipts for WhatsApp messages
- Enhanced formatting and error handling for custom API integrations
File Attachments
We’re excited to announce file attachment support for VIVI agents! You can now upload and process images and audio files directly through API, WhatsApp, or web chat channels.Key Changes:- Two new API endpoints, one for validating file extensions and one for uploading files.
- Updates to existing API endpoints include a new body parameter that lets agents read and interpret file content.
- Web chat & WhatsApp channels allow you to upload files directly for use during the conversation.
Enhancements
- Upgraded voice agent tool calling sound
- Revamped API channel testing
- Added Duffel app integration
Evaluations
Evaluations have officially launched on the VIVI platform! You can now run structured tests to assess your agent’s performance before moving it into production. Evaluations allow you to track metrics such as:- Groundedness: Measures whether responses are supported by your knowledge bases.
- Relevance: Checks if your agent gathers information pertinent to the user’s query.
- Usefulness: Evaluates whether answers are complete and beneficial.
- Correctness: Compares agent responses to your reference or gold-standard answers.
- Response Time: Tracks the amount of time it takes for an agent to generate a response.
Enhancements
- Added delayed response support for WhatsApp messages, allowing for longer, uninterrupted conversations
- Improved speed of website knowledge base retrieval
Reports
Reports are here! Gain valuable insights into the conversations your agents and users are having, helping you measure efficiency and customer experience. Check out the agent reports tab to view pre-selected metrics such as conversation volume, top topics, and average message count.Want to dive deeper? The conversation insights tab allows you to filter through individual conversations, allowing you to review detailed levels for metrics such as sentiment, resolution, and topics. Review all reports available here.Enhancements
- Added knowledge base description fields to help agents find the right answer every time
- Added optional parameters to web chat channels for further
configcontrol and agent experience customization - Added SmartReach.io and SerpApi app integrations
Realtime Voice
Realtime Voice is now available on the VIVI platform! This new feature introduces support for gpt-realtime, enabling seamless voice and text interactions without changing your existing system prompts or setups. By enabling Realtime Voice, your users can choose how they want to engage to with your agents. Whether speaking directly to your agent or typing, your agent will respond naturally using lifelike, synthesized speech.To get started, go to your agent settings and toggle the Realtime Voice slider to enabled. You can select from ten unique voices, each with their own tone and sample audio clip to help you decide on the perfect fit for your brand.Enhancements
- Added PowerBI app integration
- Added health statuses to knowledge bases. Knowledge bases that require attention will display a red icon and alert badge on the dashboard
WhatsApp Campaigns
Starting today, you can use WhatsApp campaigns to schedule or send on-demand messages directly to users who have opted into your communications. Campaigns transform WhatsApp into a proactive, conversational channel. Once users respond, your agent can continue the conversation to achieve outcomes such as confirmed bookings, product sales, or follow-up actions.Ready to give WhatsApp campaigns a try? Head to the WhatsApp Campaigns tab on the VIVI platform and connect your existing WhatsApp channel to a campaign. Check out the documentation here for more detail!Enhancements
- Added tags for knowledge bases to improve organization and filtering
- Added the ability to replace the VIVI logo in chat with your own company logo for a fully branded experience
Scheduled Tasks
Scheduled tasks have launched! You can now set agents to run automatically at specified times to trigger daily summaries, perform maintenance routines, or refresh connected data sources on schedule. Scheduled tasks extend your agent’s capabilities beyond on-demand interactions by enabling actions to run consistently and at the right time. Looking for inspiration? Here are a few example use cases:- Sending automated reports every morning
- Delivering weekly summaries to your team
- Monitoring data changes and sending alerts
Enhancements
- Added Apollo.io app integration
- Added gpt-4.1 and gpt-4.1-mini model support
Chat
We’ve added a dedicated Chat space for every workspace! From the chat area, you can select which agent you’d like to interact with using the dropdown menu, making it easy to switch between different assistants.You can now review or search through previous conversations, delete them, and rename threads for easy reference. Use this space to monitor how your agent’s tone and performance evolve as you adjust prompts or configurations.Enhancements
- Added Google Workspace apps as integrations
- Added testing feature for URL and database knowledge bases to validate connections before deployment
Hello everyone! The team has been busy adding another round of enhancements. Thank you for your feedback so far, and we can’t wait to hear what you think about these upcoming changes.
Enhancements
- Expanded web chat color customization options
- Added an interactive onboarding tutorial for new users
- Added o3 model support
Prompt Templates
Struggling with prompt engineering? We’ve got you covered. The prompt is the foundation of every agent, and we understand that crafting one to work perfectly can be challenging.Prompt templates are ideal for new users, those unfamiliar with LLMs, or anyone exploring a new use case. When you select a template, you’ll be prompted to fill in variables like Company Name, Mission Statement, and more to customize it for your needs. Check out the documentation on prompts here for more details.Enhancements
- Added user role definitions to the user invite screen for quick reference
Thanks for following along as we continue to grow! Here’s what’s new in this week’s updates.
Enhancements
- Added agent integrations, allowing you to create supervisor agent structures where one agent handles user interactions and routes requests to the appropriate sub-agents
- Improved small-screen support with responsive layouts and alert notifications
Test Channel
We’ve added the ability to preview your agents before publishing them by creating a test channel! Head to the Agents tab and click on Test under the actions menu to open the Test Channel. From there, you can select any agent, toggle chat options, and simulate user interactions to verify it is working as expected before going live.Enhancements
- Improved platform phrasing and UI consistency for a smoother experience
- Added the ability to archive prompts, helping you manage and organize agent content
Bug Reporting
You can now send feedback directly to our team within the VIVI platform! Use the Report a Bug/Feedback button located at the bottom of the dashboard to share screenshots and describe any issues or unexpected behaviors. This feature helps us quickly identify and resolve platform bugs while incorporating your feedback into future improvements.Enhancements
- Added video tutorials for key platform components, providing guided walkthroughs, tips, and best practices
Welcome back to another week of updates! Our team has made some major improvements to app integrations, giving you more flexibility and control over how your agents use connected tools.
Enhancements
- Added the ability to disable specific tools within integrations, allowing you to control what your agent can access
- Added options to rename app integrations, letting you manage multiple accounts more easily (e.g., Alex’s Outlook, Jonathan’s Outlook)
- Introduced tool search within apps, so you can quickly verify the capabilities you need
- Added Stripe and HubSpot app integrations
Hey VIVI community! We hope you’re enjoying the platform — we’ve added several updates this week to make VIVI even more intuitive and useful.
Enhancements
- Added OneDrive and Google Drive cloud download support for document knowledge bases
- Expanded the Home page with additional cards, providing a more complete overview of your agents and their components
- Added HeyGen app integration