What's new in AINOW
Every customer-visible capability we ship, by month. RSS feed.
September 2026
- Support
Reply directly to support case notification emails
Support case notification emails now carry a reply address that reaches the AINOW support mailbox, so hitting Reply in your email client gets through instead of bouncing.
- PlatformZoeMobileVoice
Web search integration with cited sources
A new web search integration lets the assistant search the public web and read a result page, with every answer citing the pages it drew on. Administrators can restrict searches to allowed domains or block domains outright.
- Support
Sign in to the support portal with Microsoft and manage your cases
The AINOW support portal now uses one Microsoft sign-in for everyone. Tenant administrators can raise, follow and reply to support cases for their organization, and AINOW staff work the same cases from a shared queue.
- ZoePlatform
See what produced any reply
Administrators get an Explain option under every finished reply in the chat. It opens a panel showing the model calls, tools, sources, skills, hand-offs, memories, guardrail hits and approvals behind that exact answer.
- VoiceZoeMobile
Hear the ticket number after approving a change by voice
When you approve a record creation by voice, the assistant now reads the new ticket or request number back to you, so a caller comes away with a reference instead of having to look it up afterwards.
- PlatformVoice
Default department for tickets raised through Zoho Desk
Your Zoho Desk integration takes an optional default department, so the assistant can raise a ticket without asking which one to use. Tickets created during a phone call are also tagged as phone tickets in Zoho Desk.
- VoiceZoe
The voice assistant knows the current date and time
Voice conversations now begin with the current local date, time and timezone, so the assistant can say when a call is happening and record an accurate time on a ticket it raises, rather than inventing one.
- VoiceZoeMobilePortal
Tune how the assistant decides you have finished speaking
Administrators can now tune speech detection — sensitivity, lead-in padding, silence before the assistant replies, and noise reduction — separately for each phone channel and for voice in the browser and AINOW Mobile, and pick a different voice per phone number.
- PortalPlatform
Replay any conversation from a tamper-evident audit record
Administrators can open a complete record of any conversation in the customer portal and step through it in order: model calls, tool calls, sources, skills, drafted and decided approvals, and guardrail hits.
- ZoeMobile
Decline by voice, and act on approvals waiting from earlier
Saying no in a voice conversation on the web or in AINOW Mobile now declines a proposed change. Approvals raised earlier are listed when the conversation starts, so you can approve or decline them by naming the one you mean.
- Mobile
Formatted text in AINOW Mobile chat replies
Replies in AINOW Mobile now render bold, italic, strikethrough, inline code and links properly, instead of showing the raw formatting characters. Formatting appears as the reply streams in.
- Mobile
Refreshed sign-in screen and voice orb in AINOW Mobile
The AINOW mark now appears above the sign-in prompt in AINOW Mobile, and the voice orb on the home screen has a new luminous look that matches the rest of the app.
- ZoePlatform
Zoe routes a question to the right specialist agent without being named
Ask about a topic one of your specialist agents covers and Zoe hands the request to that agent automatically, instead of only doing so when you name the agent. She still answers directly when no agent covers the topic or the lookup is trivial.
- Mobile
Voice conversations on iPhone
AINOW Mobile now plays call audio on iPhone, so you can talk to Zoe from an iPhone the same way you already can on Android. Audio routes to the speaker while you talk and hands back to other apps when the conversation ends.
- Zoe
Specialist hand-off and memory capture in voice conversations
In a voice conversation you can now hand a question to one of your specialist agents and ask Zoe to remember something, confirming with a spoken yes or no. Longer hand-offs finish in the background and Zoe reads the answer out if you are still talking.
August 2026
- Zoe
Long agent consults run in the background
When Zoe hands a genuinely long question to a named agent, the consult runs in the background: the card says so and survives a reload, and the answer lands in the conversation with a notification when it is ready.
- MobileVoice
One screen in AINOW Mobile that listens or reads
AINOW Mobile opens on a single screen with a voice orb and a message box. Speak or type and a conversation begins in place, with the transcript, approval cards and the call controls all on the same view.
- ZoePortal
Zoe remembers what you tell her to, and nothing else
Zoe can offer to remember a durable fact about how you work. Nothing is saved until you confirm the card, you can edit the wording first, and what you save is applied in every later conversation.
- Mobile
Choose light or dark in AINOW Mobile
AINOW Mobile gains a theme setting, so you can pick light, pick dark, or follow whatever your phone is set to. The app also carries the AINOW name and mark consistently throughout.
- ZoePortal
Named agents you can create, dress up and manage
Your workspace gets a roster of named agents alongside Zoe. Members create and edit their own personal agents, admins manage the organization's agents in the Customer Portal, and every agent has an activity view.
- Zoe
See when Zoe consults another agent
When Zoe asks a named agent for help, the conversation shows a card with that agent's name and face, the question she asked and the answer when it comes back, and you can open the full exchange in a side panel.
- PlatformZoe
Email a document Zoe made as an Outlook attachment
Ask Zoe to build a deck, spreadsheet or report and email it, and she puts a draft in your own Outlook Drafts folder with the file attached, ready for you to read over and send.
- Mobile
A new look for AINOW Mobile, with approve and decline in place
AINOW Mobile gets its own visual identity in light and dark, along with date-grouped conversations, approval rows that say in plain words when a request expires, and Approve and Decline buttons on the chat card itself.
- PlatformZoe
Search and read your OneDrive and SharePoint files
Zoe can search across the OneDrive and SharePoint files you have access to, list the ones you worked with most recently, and read the text out of a document so she can answer from it.
- PlatformZoe
Zoe reads and sends Microsoft Teams messages
Zoe can list your Teams chats and read their recent messages, list the teams and channels you belong to, and post a message to a chat or a channel once you have approved it.
- PlatformZoe
Draft email, mark messages read, and find a time that suits everyone
Zoe can compose a draft in your Outlook Drafts folder — blank, or set up as a reply, reply-all or forward — edit it, send it with your approval, mark messages read or unread, and suggest meeting times from attendees' availability.
- PlatformZoe
Salesforce opportunities, accounts and leads join cases
Zoe works with Salesforce opportunities, accounts and leads the way she already worked with cases: find, preview, create and update them, convert a lead, and search across all four record types at once.
- PlatformZoe
Attachment names in previews, and attachments on email lines
The message preview panel lists attachment names and sizes instead of a single paperclip, and a shared mailbox answered by AINOW can read document attachments on the message it is replying to.
- PlatformZoe
Zoe can update any field you have permission to change
Zoe can look up the fields on a record type on demand and update ones she was not built to know about, checking every value against your instance before you approve, and approval cards now show readable field labels.
- PlatformZoe
Zoe reads the attachments on your email
Ask about a message and Zoe can list its attachments and read the text out of a document — PDF, Word, plain text, Markdown or HTML — instead of only telling you that the message has attachments.
- PlatformZoe
Reschedule meetings, reply to mail and finish tasks from Zoe
Zoe can move or edit a Microsoft 365 meeting, accept, decline or tentatively accept an invitation, cancel a meeting you organised, reply or reply-all, forward a message, and edit or complete a task.
- PlatformZoe
Your own custom fields appear on records
Fields your organization added to ServiceNow or Salesforce now appear wherever a record is shown — the preview panel and record detail gain a Custom fields section — and Zoe reads them back when you ask about a record.
- PlatformZoe
Record previews work when several systems are connected
When Zoe previews a record, the side panel fetches it from the system that produced it, so a Salesforce case opens correctly in a workspace that also has ServiceNow connected. Pending-change highlights follow the same system.
- Mobile
AINOW Mobile tells you when something needs you
Push notifications arrive on your phone when an approval is waiting — from chat, voice, a scheduled workflow or an email line — and when a workflow finishes or fails. Tapping one opens straight to the item.
- Portal
Billing is shown in US dollars
Pricing sheets, invoices and exports are denominated and labelled in US dollars, matching the currency the underlying costs are priced in. Invoices closed before this change keep the currency they were issued with.
- PortalVoice
Set your own transfer endpoint for phone calls
Admins whose calls transfer through their own phone system can enter that system's transfer address and key themselves, on the SIP Channels page in the Customer Portal, instead of asking AINOW to configure it for them.
- Mobile
Manage scheduled workflows from AINOW Mobile
The Workflows tab lists your scheduled workflows with their schedule and last result, and lets you open one, switch it on or off, change its approval mode, run it now, review recent runs, or delete it.
- Voice
Zoe ends a finished call instead of leaving dead air
When a phone conversation is genuinely over, Zoe says goodbye and hangs up rather than waiting on a silence timer, so callers are not left listening to nothing and the call stops being metered sooner.
- PlatformZoeVoice
Zoho Desk is now a connected system
Search, read, create, update, reply to and add internal notes on Zoho Desk tickets through Zoe, with those tickets in your queue and record detail alongside your other systems. Callers can raise a ticket over the phone.
- MobileVoice
Talk to Zoe from AINOW Mobile
The Voice tab in AINOW Mobile is a live conversation with Zoe: a running transcript, mute and a call timer, and anything she proposes changing appears as the same approval card you can decide during the call.
- Voice
Take over a live AI call from your own supervisor tools
Trunk operators get an authenticated control API to force-transfer or force-hang-up a live assistant call, addressed either by the call identifier AINOW reports or by the operator's own call reference.
- VoicePortal
Stream call transcripts to your own systems
A phone number can send its transcript to an endpoint you control: a call-started event, each utterance as it is finalised, any transfer, and a final event carrying the complete transcript of the call.
- VoicePortal
Record phone calls and review them in the Customer Portal
A phone number can be set to record the assistant's part of every call. Admins get a Voice calls page with filters and downloads, and recordings are deleted automatically once they pass the retention period you set.
- VoicePortal
Call length limits and still-there checks for phone numbers
Each phone number can carry a maximum call length and a silence timeout. Zoe starts wrapping up a minute before the limit, asks whether the caller is still there after a quiet stretch, then transfers or says goodbye and hangs up.
- VoicePortal
Connect your own phone system, and let Zoe transfer callers
Organizations can route calls into AINOW from their own phone system over a SIP trunk instead of a number we supply, and give each number a list of named destinations Zoe can transfer a caller to when a person is needed.
- Portal
Manage document repositories in the Customer Portal
Admins get a Repositories page: create and edit repositories, control who can search them, upload documents up to 20 MB, and watch processing progress with a clear reason and a retry whenever a file fails.
- PlatformZoeVoice
Zoe answers from your own documents, with citations
Zoe can search the document repositories your organization has uploaded and answer from them, citing the sources she used — in chat, in browser voice, on phone calls and in email replies.
- Mobile
Chat, approvals and your queue in AINOW Mobile
AINOW Mobile now carries real work: streaming conversations with Zoe, approval cards you decide on the phone, a badge-counted approvals inbox, and a live queue of the records assigned to you.
- PlatformZoeVoice
Zoe finds your records when your login differs from your email
Requests such as show my incidents now match your real ServiceNow account, which Zoe looks up in the connected system's own people directory. Administrators no longer have to map every person by hand.
- Mobile
AINOW Mobile: sign in and pick your workspace
The AINOW Mobile app arrives. Sign in with your work Microsoft account, choose from the workspaces you belong to, and see the tabs your organization has enabled, in English or French.
- PlatformZoe
Promote an incident to a major incident from Zoe
Asking Zoe to promote or demote a major incident now goes through ServiceNow's own major-incident process, so the change actually applies instead of quietly failing, and she says plainly when your instance refuses the transition.
- PlatformZoeVoice
Search, update and review ServiceNow incidents in more detail
Zoe can filter incidents by caller, assignment group, priority, category, affected item or date, change assignment, urgency, impact and hold reason, and read an incident's service-level timers and full activity history.
- VoicePlatform
Create a scheduled workflow by voice
You can ask Zoe to set up a scheduled workflow during a browser voice conversation, not only in chat. The workflow is drafted as an approval card for you to confirm, exactly as it is in chat.
- PlatformZoeVoice
Look people up by name, and record the real caller on incidents
Zoe can search your ServiceNow people directory by partial name, so adding a watcher or naming a caller no longer needs an exact username, and incidents she creates are recorded against the person who asked for them.
- PlatformZoeVoice
Richer ServiceNow incidents: affected services, related records, watchers
When Zoe raises a ServiceNow incident she can attach the affected configuration item, business service and service offering, link it to an existing incident, problem or change, and add people to the watch list — in chat or by voice.
- Portal
Browse your Microsoft directory and add people in bulk
Admins can browse their organization's Microsoft directory from the Customer Portal, filter by name, department or existing membership, and add one person or a whole group to the workspace with a role in a single step.
July 2026
- ZoePlatform
Microsoft 365 mail, meetings and tasks in the side panel
When Zoe reads a specific Microsoft 365 email, meeting or task, the side panel shows exactly what it saw: sender, subject and body, or the meeting's time, location and organizer, or the task's due date and status.
- Zoe
Preview and refine a document before it is created
Asking for a document now opens a live preview in the side panel. Refine it by chat or by voice until it looks right, then press Create, or simply say create it, and only then is the file produced.
- ZoePlatform
Records open in a side panel while you chat
When Zoe reads a record, a panel opens beside the conversation with that record's fields, read fresh from the source system, and any change waiting for your approval is highlighted in place.
- ZoePlatform
A briefing strip that pulls from every connected system
The greeting now shows tiles from all of your connected systems at once, including your next meeting, unread mail, tasks due, open incidents and cases, and approvals waiting on you, each color-coded by where it came from.
- Zoe
The conversation history sidebar remembers your choice
The history sidebar now starts collapsed so a conversation gets the full width of the screen, and once you expand or collapse it yourself, Zoe remembers that for your next visit.
- ZoePortal
CSV exports and a document retention setting
Ask for a CSV export alongside the existing Excel, PowerPoint, PDF and Word formats, and choose how long generated documents are kept before they are deleted.
- PortalPlatform
Import an OpenAPI document to build a custom integration
Paste or upload an OpenAPI or Swagger document in the custom integration builder and get a proposed list of operations to review, instead of typing out every endpoint by hand.
- PortalPlatform
Build your own integration from any REST API
Administrators can define their own integration in the customer portal, giving it an address, an authentication method and a set of operations, and Zoe can then call it exactly like a built-in integration.
- Zoe
PowerPoint, PDF and Word documents from a conversation
Ask Zoe for a report and get back a branded PowerPoint deck, PDF, Word document or richer Excel workbook, complete with headings, written commentary, charts, key figures and data tables.
- Zoe
Export work items to Excel from a conversation
Ask Zoe for an Excel export of your work items and a download card appears in the conversation as soon as the file is ready. Only the person who asked for the export can download it.
- PlatformZoe
Subcategory choices now follow the category you select
Setting an incident's category narrows the subcategory list to the choices your ServiceNow instance actually allows for it, and knowledge lookups now return the published version of an article on instances that keep version history.
- Platform
Install the AINOW ServiceNow app from an update set
The AINOW scoped application for ServiceNow now ships as an importable update set, so your ServiceNow administrator can install it through the standard import flow instead of assembling it by hand.
- Zoe
Push to talk in browser voice
Hold the microphone button to speak to Zoe and release to send, instead of leaving the microphone open the whole time. A separate button ends the call when you are done.
- PlatformZoe
Deeper ServiceNow support for requests, catalog and knowledge
Refer to any ServiceNow record by its number, order catalog items in conversation, search published knowledge articles, and see requests and catalog tasks alongside incidents in your queue.
- Portal
Connectors are now called Integrations
Connected systems are called integrations throughout the customer portal, in the navigation, page headings and messages. Nothing about how they work has changed, and the wording is updated in both English and French.
- PortalZoe
Sign in with your own identity provider
Replace Microsoft Entra with Okta, Google Workspace or any standards-compliant OpenID Connect provider for your organization, set up by your own administrators in the customer portal.
- PortalZoe
Add your logo, pick a font and control where the widget embeds
Upload your organization's logo, choose a font for the assistant, and list the websites allowed to embed the chat widget, all from Settings in the customer portal.
- PortalZoe
Brand the assistant with your own colors, name and greeting
Set your organization's accent colors, assistant name and greeting so the full-page assistant, the embeddable widget and the portal all carry your brand instead of the AINOW default.
- PlatformPortal
Let an email assistant act as a named user in your systems
An email channel can now act as a named user in integrations that require a signed-in identity, so tickets and records requested by email are actually created instead of being quietly skipped.
- PortalPlatform
Draft skill and channel instructions with AI
Ask AI to write or refine the instructions behind a skill, a phone channel or an email channel. The suggested wording is shown as a diff, and you approve it before it fills the field.
- PlatformPortal
Gmail mailboxes for your email assistant
Google Workspace customers can connect a shared Gmail mailbox to an assistant persona, so mail sent to that address is answered automatically, alongside the existing support for Microsoft 365 mailboxes.
June 2026
- PortalVoice
Pick a phone number's actions from a list
Setting up a phone number no longer means typing internal action names. Choose an integration, tick the actions the assistant may use on that number, and see everything you picked at a glance.
- Voice
Guardrails and skills apply on phone calls
Phone conversations now follow the guardrails your organization enabled and can load the same procedures chat and browser voice use, so the assistant behaves the same way on every channel.
- Voice
Callers hear your greeting first
The assistant now speaks the greeting configured for a phone number as soon as the call connects, so your welcome and any disclosure that the caller is speaking with an assistant come first.
- Voice
Call your assistant on the phone
A phone number can now be connected to AINOW so callers reach the assistant directly. It answers, follows the instructions set for that number, looks things up and prepares any change for approval.
- ZoeVoice
Voice knows the record you opened and what was said before
Start a voice conversation from a record and the assistant already has that record in view, and it now reads the recent messages too, so you can pick up where the typing left off.
- ZoeVoice
Charts during a voice conversation
Ask for a chart out loud and it appears in the conversation while the assistant describes it in a sentence. The chart is saved with the conversation like any other.
- ZoePlatform
See how configuration items connect
Ask what a configuration item depends on and what depends on it, and Zoe walks the relationships recorded in your ServiceNow instance and reports back.
- ZoePlatform
Real field choices for everyone, not just admins
With the AINOW app installed in your ServiceNow instance, drop-down fields on a record offer their real choices to every member of your team instead of falling back to read-only for people without admin rights.
- Portal
Skill usage broken down by person
The skills usage dashboard now counts personal skills as well as org-wide ones, tags which is which, and shows who is using skills and how often, split between chat and voice over the last thirty days.
- PortalZoe
Request that a personal skill become org-wide
Ask for one of your personal skills to be promoted and an admin reviews it in the customer portal, either approving it into the org-wide library or declining with a note. Pending requests are marked on the skill.
- ZoeVoice
Skills work during voice conversations
A spoken request can now pull in the same procedures chat uses, so the assistant follows your organization's steps on a call, with guardrails and approvals still applying.
- Zoe
Write a skill with Zoe and share it
Describe the procedure you want and Zoe drafts the skill for you to edit and save. You can also hand a personal skill to a colleague, who gets their own editable copy of it.
- PortalZoe
Reusable procedures the assistant follows
Skills capture a standard procedure once — an intake script, a triage checklist — and Zoe pulls in the right one mid-conversation. Admins manage the org-wide library; anyone can keep personal skills.
- PortalPlatform
Medical, legal and financial guardrails now decline outright
With these guardrails enabled the assistant declines the question and points to a qualified professional, rather than answering with a disclaimer attached. This now covers general questions on those subjects too.
- PortalPlatform
Choose the guardrails your assistant must follow
Pick from fifteen ready-made privacy, security, compliance, safety and quality policies in the customer portal, and the assistant applies them on every channel: chat, voice and scheduled workflows.
- PortalVoice
Set the greeting callers hear
Write your own opening line in the portal's Voice settings and the assistant speaks it at the start of a conversation, so you control the welcome and any disclosure you need to make.
- Portal
See your usage and charges in the portal
A read-only bill in the customer portal shows what your organization used over the period, with chat counted per conversation and voice counted by the minute, priced at your agreed rates.
- Portal
Filter conversation quality by channel
Conversation quality now marks each conversation as voice or chat and lets you filter the list by either, and every graded conversation records what went well next to what could improve.
- Portal
Drill into a grade and read the transcript
Click a sentiment on the conversation quality summary to list the conversations behind it, then open any one to read its full transcript with the outcome and the suggested improvement.
- Portal
Conversation quality on the portal home
The customer portal home now summarizes how conversations are going: the mix of sentiment, how many ended resolved, and the improvements the nightly review suggests.
- PortalVoice
Choose the assistant's voice and approval style
A Voice card in the customer portal's settings sets the voice your assistant speaks with and whether people are allowed to approve prepared changes out loud.
- ZoeVoice
Approve low-risk changes by saying yes
Say yes, go ahead to approve a prepared low-risk change without touching the screen. Higher-risk changes still need a tap, and your admin decides whether spoken approval is available at all.
- ZoeVoice
Approve changes proposed during a voice conversation
Ask for a change out loud and the assistant prepares it and shows the same approval card chat uses. Nothing is written to your systems until you approve it.
- ZoeVoice
Spoken turns join your chat history
What you say and what the assistant says back now appear as ordinary messages in the conversation rather than a separate transcript, so a voice conversation reads like any other afterwards.
- ZoeVoice
Talk to Zoe with your voice
A microphone button in the message box starts a spoken conversation: talk, hear the reply, and watch the transcript appear live. It works in chat and beside a record you are working on.
- Zoe
Put Zoe on your own website
Zoe can now run inside your own site as a launcher that expands into a panel or a full assistant, with your people signing in through the same Microsoft account they use everywhere else.
- ZoePlatform
Service level timers and major incident controls
A record's detail pane now shows its service level timers, including anything breached or close to it, and Zoe can promote or demote a major incident once you approve.
- ZoePlatform
Knowledge articles and catalog tasks
Zoe can search your published knowledge base, quote an article back to you and draft a new one for review, and catalog tasks now show up in your queue alongside the rest of your work.
- Zoe
My Queue covers every record type and edits in place
Your queue now blends every kind of record you own into one priority-sorted list with filters by type, and the detail pane lets you edit fields, change state and approve without leaving the page.
- Platform
Beyond incidents: changes, problems, requests and tasks
Zoe now reads, creates, updates, moves and approves ServiceNow changes, problems, catalog requests and tasks as well as incidents, with the same approval step before anything is written.
- Zoe
Live tiles on the chat greeting
Zoe's greeting now opens with a live snapshot of your work — records assigned to you, approvals waiting, service levels at risk — and clicking a tile starts a conversation about it.
- Zoe
More chart types in chat
Ask Zoe to chart your work and the answer can now come back as a pie, column, treemap, stacked or grouped bar, or area chart, whichever fits the question, alongside the original bar and line views.
- Zoe
Conversations name themselves in your history
A new chat picks up a short topic title from your first message, and every conversation in the history list carries a badge showing whether it began in chat, from your queue, or from a scheduled workflow.
- Platform
Scheduled workflows run as the person who created them
A scheduled workflow now acts in your connected system as the person who set it up, so records it touches are attributed to them and it stays inside their permissions.
- Portal
Self-service webhook setup for ServiceNow updates
The customer portal now generates the address and secret your ServiceNow instance needs to push updates into AINOW, so you can set the connection up yourself.
- PortalZoe
Connect ServiceNow with your own account
Admins choose how the ServiceNow connector signs in, and each person can connect their own ServiceNow account so the assistant acts with their permissions rather than a shared one.
- Platform
Stronger isolation between organizations
Every request to AINOW is now checked against your organization's directory and your membership in it, so people only ever reach the workspaces they belong to.