SUVA Q2 '25 Release Notes

We are excited to announce the general availability of SUVA’s Q2 ’25 release for all users. This update delivers key milestone features, including Variables-based personalization, Live Agent Transfer for Zendesk, and Gemini LLM integration. It also enhances SUVA-powered (traditional) chatbots with a more conversational, agentic experience.

This update introduces the APIs to export SUVA chatbot analytics into external data visualization tools like Tableau, PowerBI for custom dashboards.. Additionally, we’ve enhanced the SUVA-powered (traditional) chatbots to offer conversational agentic experience.

This release strengthens SUVA’s ability to deliver dynamic, intelligent responses while improving adaptability and overall user experience.

Release Highlights

  1. Hyperpersonalize Chatbot Interactions with Variables

    SUVA now supports Variables for greater personalization and contextual awareness in conversations. Variables can be configured under Edit Virtual Agent > Variables in the Admin Panel.

    Fig: Snapshot of the Variables screen in SUVA admin panel.

    Types of Variables:

    • User Variables: Store details like name, role, or department.

    • Company Variables: Store details like subscription plans, product licenses, enabled features, etc.

    How Variables Improve Chatbot Experience

    • Retain user details across sessions to reduce repetitive queries.

    • Enable dynamic, personalized responses.

    • Support logical decision-making during interactions.

    Example:

    "Hi John(first_name), I see you're on our Enterprise Plan(subscription_plan). You recently reported an API authentication issue(last_ticket_topic). Are you facing the same problem, or is this a new concern?"

    This functionality makes chatbot conversations more relevant, fluid, and human-like.

    Related Doc: Add Variables to Hyper-Personalize Chatbot Interactions

  2. Agentic Conversational Framework for SUVA Traditional (Legacy) Chatbots

    To unify the user experience across all SUVA interfaces, the conversational framework that was previously exclusive to the Full-page Agentic interface is now extended to SUVA’s traditional (Legacy) chatbots. This upgrade enables more natural, context-aware, and human-like conversations.

    While it generates dynamic responses, it still supports fallback to static replies for consistency and compliance.

    Note: This feature is managed from the backend and is not yet available via the admin panel toggle. Contact the SUVA team to enable it.

    Fig: A video representation of the Agentic Conversational Experience in Legacy Chatbots. Click to view it.

    Known Issues

    • Live Agent Transfer is not yet supported for legacy chatbots with the Agentic framework. This is under development and targeted for next month’s internal release.

    • Limited Analytics for the new Agentic framework compared to Legacy SUVA chatbots.

  3. Live Agent Transfer Support for Zendesk

    Beginning with the Q1 '25 release, SUVA now supports Live Agent Transfer for Zendesk via the Zendesk Adapter, in addition to the previously supported Salesforce platform. Admins can configure this directly from the Edit Virtual Agent > Adapters > Zendesk (Handover Configuration).

    Fig: Snapshot shows the Zendesk Live Agent configuration in the SUVA admin panel.

    Related Doc: Zendesk Adapter

  4. Gemini Integration with SUVA Virtual Agents

    Organizations using Gemini LLM can now integrate it with SUVA Virtual Agents or Agentic AI via LLM > Integrations > Bring Your Own LLM.

    Fig: Snapshot of Gemini LLM integration in the SUVA admin panel.

    Related Doc: Integrations: Integrate SUVA Agents with Large Language Models

  5. Salesforce CRM Integration for Agentic AI Virtual Agents

    Building on the Q4 ’24 release, the Agentic AI conversational interface now supports Salesforce CRM integration, enabling case management directly within the interface. Previously, it only supported SearchUnify Adapter.

    Fig: Snapshot shows the Salesforce CRM configuration in the SUVA admin panel.

    Related Docs:

  6. APIs to Export SUVA Chatbot Analytics into External Data Visualization Tools

    New REST APIs now allow customers to pull chatbot data into data visualization tools like Tableau, Power BI, and Google Data Studio. The exposed datasets are returned in JSON or CSV, including chatbot interactions, ticket metrics, and user engagement.

    These APIs are protected with secure authentication and access controls.

    You can create and manage SUVA APIs through the SearchUnify Admin Panel. For detailed instructions, refer to this article: Get Client ID and Client Secret with an API App

Last updated: Wednesday, June 25, 2025