SearchUnify Q4 ’25 Release Announcement

AI Control, Measurable Impact, and Platform Consolidation

SearchUnify Q4 ’25 is now live. This release focuses on tightening GenAI governance, making AI impact measurable, consolidating capabilities through the Marketplace, and advancing agent and voice-first experiences.

What’s New

New Content Sources and Safer Access

• Stack Overflow for Teams is now supported as a native content source, enabling private Q&A knowledge to be indexed and surfaced. This accelerates issue resolution by bringing institutional knowledge closer to agents and end users.
• Token-based authentication for API content sources, strengthening security posture while simplifying compliance with enterprise access policies. 
• Website indexing adds .htaccess-based authentication for safer, directory-level access control without sacrificing content discoverability.
  
  

GenAI Configuration with Precision

• Admins can now select both the LLM provider (e.g., OpenAI, Gemini, Claude) and specific model (such as GPT-4.1 or GPT-5.1 for OpenAI) when configuring SearchUnifyGPT™ and Summarize results, providing admins fine-grained control over AI behavior, cost, latency, and regulatory alignment.
• Model availability is dynamically validated against API keys, reducing deployment errors and eliminating ambiguity during configuration, especially in multi-model environments.

Analytics That Prove AI Value

• Search Analytics now highlights the impact of SearchUnifyGPT™ on case deflection, directly connecting AI usage to reduced ticket volumes.
• New session classifications and enhanced session-level reporting, enabling support leaders to quantify self-service ROI and defend AI investments with data.

• Right-click actions on search results are now tracked and reflected in analytics. offering deeper visibility into user intent and downstream engagement.

Marketplace-First Product Strategy

• The Apps section is deprecated.
• Core capabilities like Case Deflection and Email Tracking are now native.
• Agent Helper, Agentic Suite, and Knowbler are managed via an expanded Marketplace, enabling modular adoption and clearer upgrade paths.
• Legacy apps such as Community Helper and Duplicacy Checker are retired.
  
  

Agent Helper Advancements

• New Analytics Overview dashboard with real-time operational KPIs.Support Leaders can view real-time KPIs in one place, including:
• Total & Closed Cases
• Average Time to Resolution (TTR)
• Swarming Sessions Initiated
• Response Assist Case Count

• Agent Engagement and Response Assist Adoption reports for making agent-level AI usage and value measurable.
• Slack-based case sharing for Zendesk, enabling faster collaboration and reduced context switching.
• Jira integration grounds AI-generated responses in live engineering data to improve accuracy and trust..
• Feature parity expanded across Salesforce and Zendesk, including regeneration, translation, fullscreen console, and escalation metrics.
  
  

Agentic Suite Enhancements

• New AI Agents Designer tab simplifies customization and reduces time to deploy and customize agents without heavy engineering dependency.
• Low-latency voice interaction enables faster, more natural, multilingual AI conversations.
  
  

Platform Improvements

• ML-powered re-ranking improves search relevance and intent understanding, which drives faster answers and higher containment.
• Reduced OTP friction, reducing authentication friction, and improving successful login rates.
• Salesforce Communities Search Client now aligns visually and behaviorally with other clients through a React-based frontend.

Wrapping Up

Q4 ’25 is about scale, control, and accountability, with AI outcomes that are measurable and defensible.

As we close out the year, we wish you a joyful Christmas and a relaxing holiday season. Thank you for your continued trust and collaboration, and we look forward to building even more value together in the year ahead.