---
title: "May 26, 2026 CivicPlus Agent Release Notes"
slug: "may-26-2026-civicplus-agent-release-notes"
description: "Enhance operational efficiency with CivicPlus Agent's bulk content upload and customizable fallback messages for personalized resident support."
updated: 2026-05-27T14:23:31Z
published: 2026-05-27T14:23:31Z
canonical: "www.civicplus.help/may-26-2026-civicplus-agent-release-notes"
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://www.civicplus.help/llms.txt
> Use this file to discover all available pages before exploring further.

# May 26, 2026 CivicPlus Agent Release Notes

## Released Enhancements

### Bulk Content Upload

CivicPlus Agent [Knowledge Configuration](/civicplus-help-center/docs/configure-the-civicplus-agent-knowledge-base) now includes bulk document management to help admins improve their operational efficiency. New capabilities are designed to simplify large-scale content uploads.

![Upload files for agents, including supported formats like pdf, docx, and csv.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Select%20File%20References%20-%20CPA.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A43%3A34Z&se=2026-10-31T19%3A43%3A34Z&sr=c&sp=r&sig=49p04QN4dalcmDON0xUtfDsWyjVOP3kaDip6B0ge6N4%3D)

#### What’s Included

- Bulk upload support for documents uploaded to the knowledge base
- Ability to view uploaded documents directly within the platform

#### Example Use Cases

- Upload an entire library of PDF documents, such as policies, training materials, or operational guides, in a single action
- Quickly confirm whether a document has already been uploaded without needing to re-upload content

### Configurable Custom Fallback Messages

Organization Owners can now configure custom fallback messages for the CivicPlus Agent, allowing organizations to provide more helpful and personalized guidance when an agent is unable to answer a resident’s question.

![Chat introduction messages including welcome and fallback message for user assistance.](https://cdn.us.document360.io/17dc564a-8310-4f61-b929-1bd73b36e158/Images/Documentation/Fallback%20Message%20-%20CPA.png?sv=2026-02-06&spr=https&st=2026-10-31T18%3A43%3A34Z&se=2026-10-31T19%3A43%3A34Z&sr=c&sp=r&sig=49p04QN4dalcmDON0xUtfDsWyjVOP3kaDip6B0ge6N4%3D)

#### What’s Included

- New configurable fallback message field in the Admin UI
- Ability to customize the response shown when an agent cannot find an answer
- Support for agent-specific fallback messaging
- Editable fallback responses for both newly created and existing agents
- Graceful inheritance of platform-level default messaging when a custom fallback is not configured

#### Default Behavior

When no custom message is provided, agents will use the platform default response:

**“I'm sorry, I wasn't able to find an answer to your question. Please try rephrasing or contact support for further assistance.”**

Additional behavior includes:

- Automatically created agents will save the default fallback response during setup
- Manually created agents will use the default only if an admin does not provide a custom response
- Existing fallback messages can be updated at any time through the Admin UI
- Fallback messages support up to 1,000 characters

#### Who Benefits

- CivicPlus Agent administrators
- Organizations that want more personalized escalation or support guidance

#### Example Use Cases

- Direct residents to a city clerk, utility office, or support desk when the agent cannot answer a question
- Provide department-specific contact information or office hours
- Offer links to support resources or service request portals as part of fallback messaging

Portable Document Format.

Administrator. A person who manages a computer network or system.

User Interface. The space where interaction between humans and machines occurs with the goal of effective operation and feedback.