# March 2026 Releases

> Signals for AI for Reps launches, observability expands, Voice gains new controls, IVR routing improves, and AI version comparisons arrive.

Source: https://help.kustomer.com/en_us/march-2026-releases-ryWHS7wKWe

Last updated: 2026-06-01T23:25:42.930Z

Signals for AI for Reps launches, observability expands, Voice gains new controls, IVR routing improves, and AI version comparisons arrive.

We’re continually working to improve our platform for you. This page highlights new features and improvements on the Kustomer platform, all in one place. Check here regularly to stay up-to-date with the latest changes.

**Signals GA for AI for Reps (March 31st)**

Signals is a real-time intelligence layer that continuously analyzes customer behavior, conversation history, and operational context to surface what matters most in the moment — highlighting sentiment shifts, repeat issues, escalation risk, loyalty indicators, and churn signals. Rather than presenting reps with more data to interpret, Signals prioritizes their attention so they can walk into every interaction already knowing what to focus on and what to do next.

**AIR Copilot Observability: 90-Day Trace History** **(March 31st)**

The AIR Copilot Observability dashboard now provides access to the full 90-day trace history, giving admins deeper visibility into copilot behavior for troubleshooting and review. Use the new date filter and paginated results to quickly find any trace across the complete retention window.

### DialPad Preferences (March 26th)

Agents sending SMS messages through Dialpad often need control over how messages are sent and handled. This update gives agents control over their Dialpad preferences to personalize their experience. See our [Dialpad documentation](https://kustomer.kustomer.help/en_us/integrate-voice-with-dialpad-B1_2oaiow). 

### IVR Fallback Action Configurations GA (March 25th)

Admins can now control how IVR menus handle no-input scenarios, improving call routing accuracy and customer experience. This is now available for all Kustomer Voice customers and can be configured in our IVR configurations. 

### Compare Versions is Now Available for AI for Customers 1.0 (March 18)

Admins can now compare AI Agent configurations between AI Agent Team versions before performing a rollback. This is now available for all orgs with AI for Customers 1.0. More information can be found [here](https://help.kustomer.com/en_us/versioning-for-ai-agents-SyCSgLuSbx).

### AI Typeahead for Timeline Editor EAP! (March 17)

Typeahead uses AI to analyze the current conversation, customer attributes and tone guidance (if available) and provide smart, context-aware response suggestions __before or as you type__. Learn more [here](https://kustomer.kustomer.help/en_us/using-typeahead-HkmnbKe9be).

### Admin API: Pull AI Summaries Programmatically GA (March 12)

This release enables admins to **retrieve AI summaries programmatically through the Admin API**, unlocking new possibilities for automation, integrations, and analytics.

### Improved Two-Way Translation UX (March 11)

We’ve improved the translation experience in conversations to make it easier for reps to understand customers who speak different languages. Reps can now translate an entire conversation by clicking on a single **Translate** button in the conversation header. When the customer’s language differs from the reps' profile language, reps can translate all existing messages at once, and new incoming messages are automatically translated. More information can be found [here](https://kustomer.kustomer.help/en_us/using-two-way-translation-BkUQUzk5Zl).

### **Remote MCP Server Integration is Now Available (March 10)**

Kustomer now supports connections to remote Model Context Protocol (MCP) servers, enabling AI Agents to utilize externally hosted tools and data. By providing a server URL and authenticating with the server, admins can integrate custom functionality directly into Kustomer AI workflows. Once the connection is established, the remote server's tools are automatically discovered and can be made available for use within AI Automations. This feature can be also configured by navigating to the Discover Servers section in Kustomer and selecting one of our officially supported MCP servers. More information can be found [here](https://help.kustomer.com/en_us/connecting-kustomer-to-a-remote-mcp-server-HknwNCnYWx).

### **AI for Customers 2.0 is Now Available (March 10)**

AI for Customers 2.0 introduces Procedures to provide a balance of AI reasoning and guided determinism. Admins can now use "Simple Mode" to create step-by-step instructions for specific tasks, ensuring the AI follows exact business logic without complex prompt engineering. Global Guardrails can also be established to define clear boundaries and safety protocols for all AI interactions. Kustomer AI is also brought to the main navigation where you can manage all your Kustomer AI products. AIC 2.0 features are available within the AI Automations management page, where users can build, test, and report on automated workflows via the Simple or Advanced Builder. More information can be found [here](https://help.kustomer.com/en_us/categories/ai-for-customers-20-r14G8ohKWg).

### **Live Call Monitoring for Kustomer Voice is Now Available (March 10)**

The Live Call Monitoring dashboard gives supervisors a real-time view of calls in IVR, queue, and active conversations so they can respond quickly to changes in call volume and service levels.

This is available for all customers utilizing Kustomer Voice and requires no action to enable. More information can be found [here](https://kustomer.kustomer.help/en_us/using-the-live-call-dashboard-r1ujH36Kbl).

### **New Countries are Supported for Outbound Calling in Kustomer Voice  (March 5)**

Kustomer Voice now supports outbound calling to 61 new countries. A full, comprehensive list of all supported countries can be found [here](https://kustomer.kustomer.help/en_us/outbound-international-calls-in-kustomer-voice-Syb1w64YZl). 

This is available for all customers utilizing Kustomer Voice and requires no action to enable.

### **Custom Hold Music for Kustomer Voice is Now Available (March 3)**

Up to 3 Custom Hold Music tracks can be set up for each Kustomer Voice phone number. Once enabled, these tracks will loop sequentially while callers are in queue waiting to be connected to an agent. Each file has a maximum file size of 5MB. 

This is available for all customers utilizing Kustomer Voice and can be enabled in the settings page for your Kustomer Voice phone numbers. 

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