Helvia.ai Release 2026.06.17

17 June 2026

1. Route Conversations by Keyword with Interrupts

You can now set up Interrupts on a modern agent to redirect a conversation the moment a customer types a keyword you care about. An Interrupt pairs a list of keywords with a single target workflow. When an incoming message matches a keyword, the conversation jumps straight to that workflow, before any other LLM process runs.

Why it matters: Some requests need to take priority no matter where the customer is in a conversation. Interrupts enable urgent or high-value phrases to always reach the right workflow.

Example use case: A customer halfway through a product question types "cancel my subscription". You add an Interrupt with the keywords "cancel", "cancellation", and "unsubscribe" pointing at your retention workflow. The conversation redirects there immediately, and the customer reaches the right place without repeating themselves.

How it works: Open the agent in Designer and go to AI Workflows. Create an Interrupt, add your keywords as a chip list, and choose one target workflow. The matching method (Exact, Levenshtein, or Jaro-Winkler) and its sensitivity threshold are set once at the agent level and apply to every Interrupt on that agent. Each workflow can be the target of only one Interrupt.

2. Improvements Across the Console

This release also includes a range of smaller refinements that make everyday work smoother across the console. A few highlights:

• Knowledge Base content sourced from SharePoint now keeps its access permissions up to date automatically.

• You can collect NPS feedback inside Zendesk conversations with a new, on-brand rating card.

• The WebChat widget gets a more polished look for its notifications.

• Setting up integrations and modern agents is more consistent, with quieter, cleaner configuration screens.