Release notes for Copilot, the chat assistant agents work with inside Zendesk, Front, Salesforce or Outlook. Newest first.

Jump to a quarter

• Q3 2026 — July to September

Q3 2026

Find the booking without naming the office

29 September 2026 · Improved

Copilot used to need the office — the PCC or OID — alongside the record locator, every time. For a desk working across a handful of offices, that was friction on every lookup.

• Acai searches in the background across a configured list of offices, in order, until the booking turns up.
• The order is yours to set, so the offices holding most of your bookings are tried first.
• Naming the office still works, and stays the faster habit on a desk with a hundred or more of them.

Copilot inside Front

23 September 2026 · Improved

Copilot chat now runs inside Front, in a panel beside the conversation. An agent working a case there asks about a booking without leaving the inbox, and gets the same answers Copilot gives anywhere else.

Amadeus changes: a second way to price

18 September 2026 · Improved

Pricing a change used to quote what was booked and stop there. When that exact fare no longer exists on the day you quote, the GDS refuses, and the change went nowhere.

Acai now falls back to ATC Best Pricer when the exact fare is gone, pricing the cheapest available option instead. The same pair applies to informative pricing, so quoting and executing behave alike.

Ticketing carriers by office

10 September 2026 · Added

Which airlines an office is allowed to issue tickets on, asked in plain language and read from the office's own record in the GDS.

• Ask for the whole list — "which airlines can we issue tickets on in this office?" comes back with the airlines named, not just two-letter codes, and says whether each is authorised or barred.
• Or ask about one airline — "can we issue on this carrier from this office?" gets a direct answer for that carrier alone, rather than a list to read through.
• Amadeus and Sabre, each read from where the answer actually lives: the office's authorised ticketing carriers in Amadeus, the office record in Sabre.
• A Sabre carrier list can mean opposite things, and Acai knows which — some offices list the airlines they may not issue on, others list the ones they may, and some restrict nothing at all. Same-looking screen, opposite answers, and conflating them is what sends an agent down the wrong path.
• An office with ticketing switched off is called out as such, whatever its carrier list happens to say.
• It will not invent an airline, or a permission. Where a code cannot be resolved Acai says so instead of guessing a name, and where the office record does not settle a carrier it says the rights could not be determined rather than assuming one.
• It asks which office when several are available and the question names none.

Most useful in two moments: answering a direct question about ticketing rights, and explaining an INVALID TICKETING CARRIER rejection instead of leaving the agent to work out why the action failed.

Fare families

8 September 2026 · Added

A fare family is how an airline markets a group of fares together — BASIC, MAIN, FLEX. Acai can now list the families an airline files on a market, with the fare basis, booking class and price behind each.

• No PNR needed — a route and an airline are enough. Add a booking class or travel date to narrow it; without a date you get fares for travel today.
• Works from a booking too — ask about a PNR and Acai takes the route off the itinerary, then names the family the ticket's fare basis sits in.
• Read live from the airline's filed tariff, not from web content. What comes back is what the carrier files for that market, not what a website says about it.
• Prices are base fares — taxes and surcharges excluded, and Acai says so rather than passing one off as a total.
• It will not invent a fare type. Where an airline files none, Acai says so.
• What a family includes is a different question. Baggage, seats and mileage are not in the tariff — those come from airline policies, and Acai will not infer them from a name.
• Amadeus.

Most useful for laying out options on a route, or naming the fare type a booking is on. Quoting a change already keeps a ticket in its own family, read from the ticket itself.

PNR history: Sabre

7 September 2026 · Added

The change trail of a Sabre booking, read line by line and classified — so asking about one kind of change returns that kind of change.

• Seats, SSRs, OSI lines and remarks each have their own place — ask what SSRs were added and you get SSRs, not seat assignments or free-text remarks.
• Action codes are decoded — the history reads in plain words instead of Sabre's mnemonics.
• Modifications and payment changes are covered — including form-of-payment lines.
• Free text arrives clean — control markers are stripped, so the answer reads as text rather than as a terminal dump.
• Each entry is timestamped and carries the sign behind it, the same as the Amadeus trail released in July.

Hotel segments are not covered by the history yet.

Switching it on. The history is read through Sabre's web services, so we need the web-service credentials for your Sabre office before it can be enabled for your team. Your Customer Success contact will arrange that with you.

GDS manuals: the exact command, correctly formatted

4 September 2026 · Improved

GDS questions are answered from the manuals themselves, so an agent gets the exact command rather than an approximation — and it can be pasted as it appears.

• Special characters come out right — the cross of Lorraine (¥) and ¤ are no longer mangled, which is the difference between a command that works when pasted and one that fails.
• Pricing and fares — informative pricing, creating and modifying a manual price quote or TST, converting NUC and other amounts, and reading the fare rules behind a booking.
• Booking servicing — adding passport details (DOCS) and phone numbers, surfacing a segment, and displaying a seat map in cryptic.
• Who did what — the transaction that shows which office or agent performed an action on a record.
• Carrier checks — verifying interline agreements between two airlines.
• Beyond air — the general process for booking a hotel.
• No PNR needed — a GDS question can be asked on its own, without a booking in the conversation.
• No office code needed — encoding and decoding happen without asking the agent for a PCC or OID.

Both for Sabre and Amadeus.

Example of the formatting when having a conversation in Copilot:

Sabre NDC post-booking

21 August 2026 · Added

NDC bookings are worked from the same chat as classic content — cancel, exchange and refund without juggling order IDs.

Everything that follows is about bookings with NDC orders and nothing else, for now we are not covering mixed PNRs.

✅ What we can do

• Change a booking and quote the price — the total the traveler pays or is credited, and the new itinerary.
• Cap what the traveler pays — a ceiling on the total for a change; the booking is refused above it.
• Cancel and explain the money — what was paid, the penalty charged, and the net refund.
• Charge a change to the card on file — settled against the card already stored on the booking, with no card details re-entered.
• Avoid offering a lower cabin — Business and Economy are distinguished when suggesting alternative flights.
• Tell whether a ticket can still be voided — one void deadline, covering the whole booking.
• Give each ticket its own void deadline — tickets issued on different days share the single booking-level deadline.

❌ What we cannot for now

• Find a cheaper reissue the airline has not offered — only the airline's own change offers are available to us.
• Checking fare rules
• Split the change price per traveler — a family of four sees one total, not four (this is an NDC limitation).
• Show booking or fare history — no record of who changed what, or when the price moved.
• Limit by penalty or leftover value — "refuse if the penalty exceeds X" cannot be applied; the total-cost cap is the usable limit.
• Apply negotiated waivers on a change — tour codes, ticket designators and endorsements cannot be attached, so those discounts do not apply.
• Itemise refund tax or commission — tax arrives as one total; per-tax detail and commission are not available.
• Compare fare buckets inside one cabin — two Economy fares at different prices look alike to us.

These are the airline's limits at the time of this release; they lift as carriers expose more through NDC.

Encode and decode, live from the GDS

14 August 2026 · Added

Codes and names are resolved by querying the GDS live, in both directions — not answered from model knowledge.

• 29 reference-data types across air, geography, equipment and non-air content
• Air: ticket plate numbers, airline codes and names
• Geography: airport and city codes and names, nearest airports, countries, US states
• Equipment: aircraft codes and names
• Non-air: hotel chains and rate codes, car rental, tour and rail providers, cruise lines
• Picks a compatible office itself — agents are never asked for a PCC — and absorbs the syntax differences between the two GDSs
• Where a lookup is not available on your GDS, Acai says so instead of guessing
• Implements the full documented Sabre and Amadeus reference-command set

Waiver lookup

14 August 2026 · Added

Agents can ask for the applicable waiver instead of searching for it by hand. See the Waiver search capability card for how to ask and what comes back.

• Each flight in the itinerary is checked individually and the results combined
• Already-flown segments are handled correctly
• Where no waiver applies, Acai says so and escalates cleanly rather than erroring
• No passenger data leaves the platform boundary

PNR history: Amadeus

10 July 2026 · Added

Acai can walk the full change trail of an Amadeus booking, not just its flights.

• Itinerary changes: segments added, cancelled or rescheduled
• Queue activity, ticketing, fare, payment and form-of-payment changes
• Remarks, SSRs, contact and name changes
• Each entry timestamped and attributed to the office or agent behind it

Also listed under Acai Core.