Legal Resources
Platform Features
Last Updated: March 24, 2025
Generative AI
- Knowledge Hub
- Sync with Out-of-the-Box Knowledge Base Integrations
- Conversational AI
- Generative replies
- Bot Persona (Messaging Channel only)
- Generative Actions (API integrations)
- Processes
- Custom Instructions
- Advanced Branding (Messaging Channel only)
- Multilingual
- Data Export API
- Additional Bots
Messaging Channels
- Web
- Mobile SDK
- Facebook Messenger
- Twilio (SMS)*
- WhatsApp**
*Third-party provider account required. Customer agrees to comply with all of the Provider’s applicable terms and policies.
**Additional charges may apply if Customer does not have its own Zendesk instance.
Routing & Hand-offs
- Email Handoff
- Messaging handoffs to agents with:
- Zendesk Messaging
- Zendesk Support
- Zendesk Chat* — Requires Zendesk Enterprise
- Salesforce Chat — Stated EOL Feb 14, 2026
- Salesforce Messaging
- Amazon Connect
- Genesys
- Kustomer
- Gorgias
- NICE CXone
- Dixa
- Twilio Flex
- Freshworks Freshchat
- Ticket/Case Creation
- Zendesk
- Salesforce
- Dixa
- Custom Routing (Set logic-based routing rules to ensure the chatter gets directed to the right support team)
Analytics and Reporting
- Automated Resolutions
- Average Handle Time
- Containment Rate
- Conversational Message Volume
- Conversations Breakdown
- Conversation Topics
- Customer Satisfaction
Access and Governance
- SSO
Technical Support
- Technical support during Business Hours via [email protected] (9 a.m. to 6 p.m. EST Monday to Friday, excluding holidays)
- Help Docs at: https://docs.ada.cx/
- Status updates at: https://status.ada.support/
Voice AI Agent Features
- Voice configuration
- Custom Routing (Set logic-based routing rules to ensure the chatter gets directed to the right support team)
- Transfer call (SIP or PSTN)
- Smart capture
- Vocabulary
- SMS/DTMF capture
- Speaking Voice Selection
- Pass voice conversation context to the following agent desktops:
- Salesforce
- Zendesk Talk, including Partner Edition
- Dixa
- Aircall
- Amazon Connect
- Freshdesk
Voice: Twilio Service
Use of Ada’s Twilio account
Voice Services will be delivered by Ada Support through its Voice Services Provider, Twilio.
Voice Services are subject to the following Fair Use Limits:
- Max average handle time of 7 minutes
- 4 SMS message segments per conversation