As part of our continued move toward a fully GenAI-powered experience, we’re introducing Moments - a new way to define and manage the most important parts of your AI Agent conversations.

What are Moments?

Moments are predefined, structured interaction scenarios that control how your AI Agent behaves at key points - Moments - in a conversation, such as greeting a user, handling unanswered questions, or transferring to a human agent. They are powered by Decision Engine flows that determine the most appropriate action based on context and inputs.

They are designed to:

• Create a more natural, consistent conversational experience

• Reduce configuration complexity

• Eliminate common failure states like looping or unclear fallbacks

• Provide ready-to-use, best-practice defaults that you can customize

• Provide full conversation traceability in Supervisor

Instead of starting from a blank page, Moments give you plug-and-play templates that ensure quality while remaining fully flexible.

Core Moments available

The platform provides four core Moments that cover critical conversation needs:

Customer Greeting
Triggered when a user starts a conversation.
Defines how your AI Agent welcomes users and ensures a smooth, immediate start.

Training Gap
Triggered when the AI Agent cannot identify an intent or relevant policy.
Handles “I couldn’t help” scenarios and offers escalation to a human agent.

Request for Transfer
Triggered when a user asks to speak to a human or when an escape condition is detected during a flow.
Confirms the transfer and executes the handover based on your configuration.

After Process Ends (optional)
Triggered when a Decision Engine flow finishes.
Allows you to run post-flow logic before returning to reasoning or ending the interaction.

All core Moments (except After Process Ends) are always active to guarantee predictable and reliable behavior.

What’s changing?

Moments replace the existing Start module with clearer, purpose-built logic:

• Customer Greeting → replaces the Welcome message

• Training Gap → replaces Don’t Understand (now split into a dedicated use case)

• Request for Transfer → also replaces Don’t Understand, clearly separating human-handover logic

• After Process Ends → replaces End of Activity

This separation allows each scenario to be handled more reliably and transparently, improving both user experience and AI Agent behavior.

Rollout plan

Moments are being rolled out gradually, starting today, and will continue over the coming days. This phased rollout ensures a smooth transition and gives teams time to familiarize themselves with the new configuration model.

Tutorial on how to activate Moments can he found here. If you’d like to test Moment configuration in our Staging version of the AI Agent but don’t have it enabled yet, please contact your Technical Account Manager.

The Start module will be deprecated on February 23rd 2026, at which point Moments become the standard for all GenAI customers.