Zoona AIBring AI-powered decisioning into workflow automation.
AI Classification introduces an AI-native workflow action that replaces complex keyword-based if/else logic with structured, deterministic classification. Admins can define a short prompt and a fixed set of buckets, allowing AI to always select exactly one predefined outcome and drive workflow branching with semantic context.
This action can be triggered on new conversations or incoming messages, reads the latest inbound message, and routes workflows based on intent, sentiment, language, or other defined criteria. Classification is constrained to predefined buckets only, ensuring workflows remain predictable and never fail due to AI output.
Available on the Professional plan in v1.
Why this matters
- More precise automation – Route conversations based on meaning, not just keywords.
- Predictable outcomes – AI always resolves into predefined buckets for reliable workflow branching.
- Reduced workflow complexity – Replace layered if/else rules with a single AI-powered decision step.
- Scalable support operations – Handle nuanced routing, SLAs, and assignments with semantic understanding.
Watchers for tickets
Keep the right people in the loop on every conversation.
Agents and managers can now watch tickets to stay informed on important updates. Any agent with access to a ticket can follow it, while managers and admins can add or remove watchers manually or through workflows to ensure the right stakeholders are included.
Watchers receive email notifications when key activity happens — including customer replies, agent responses, internal notes, and status changes — and can view all followed tickets in a dedicated Watching view within the inbox. Notifications are automatically suppressed for actions triggered by the watcher to avoid noise.
Admins can also add watchers automatically using workflow actions, making it easier to loop in creators, owners, or specific team members when a ticket is created.
Why this matters
- Better visibility – Keep stakeholders informed without manual updates.
- Faster collaboration – Ensure the right teams stay aligned on critical tickets.
- Less noise – Receive updates only on conversations that matter.
- Scalable workflows – Automatically add relevant watchers as tickets are created or updated.
AI support for image attachments in conversations
AI can now process and analyze image attachments shared in email and chat. By understanding visual context alongside messages, the system can generate more accurate responses and improve overall conversation handling.
- Resolved a crash on the Roles page when accessing roles configured with ticket and form permissions.
- Assignees now receive notifications when internal notes are added to their tickets.
- SLA reminders are now correctly delivered to the requestor’s inbox.
- Portal notification customization has been removed from the Notifications section, with updated permission labels and naming.
- Minor UI improvements on the Email configuration page.
- Articles created by deleted members now open without errors.
- Zoona replies no longer appear as edited in AI Agent Improvements.
- Eliminated unintended horizontal scrolling across affected pages.
- Corrected preview naming inconsistency where Luna appeared instead of Zoona.