Product updates
Ada adds API mocks for support simulations, while tools remain live by default
Vendor-reportedChecked: [release]
Editorial attribution: Gosia Madej
Prepared with AI assistance. Editorial attribution does not imply personal product testing or manual review of every story.
Published: · Event date:
Ada’s October 20 release lets teams describe test records and rules instead of preparing real accounts for every API-tool branch. Mocking an API tool does not isolate an entire simulation: other tools and voice calls can still reach real systems.
Vendor-reportedChecked: [release]
What changes for users
Before testing a refund or cancellation flow, inventory every tool and channel. Choose mocks or blocks deliberately and check the transcript’s Mocked or Live indicators. Include refusal and repeat-request cases, then separately validate real integration behavior in an appropriate test environment.
The announcement introduces Mock for API tools and an External systems field on test cases. Live remains the default. Code tools, MCP tools and HTTP Request blocks offer Block instead of a mock; blocking a call stops it and fails the run.
Vendor-reportedChecked: [release]
Ada’s guide says a mock combines the test’s written records with an API traffic profile built weekly from the preceding 30 days of real calls. A new tool without that history uses the written case alone. Ada utilities still return real answers even when the API tool is set to Mock.
Vendor-reportedChecked: [guide]
Channel behavior matters. Web Chat and Email simulations suppress webhooks and HTTP Request blocks, and a handoff ends the simulation. Voice simulations place real calls, send webhooks and can transfer to human agents. A voice HTTP Request block sends a real request unless blocked. Neither channel writes to Zendesk Messaging.
Vendor-reportedChecked: [guide]
Checked against sources
AI-assisted source check
How this was checked
No simulation, refund, cancellation or telephone call was run. A mock tests the agent against described behavior; it does not prove that a real API accepts the same request or that a whole workflow is isolated. Source screenshots could not be captured because the browser connection failed.
Source evidence
Original source excerpt. This shows what the source says; it does not establish product performance.
A test against your real API is still the most complete test.
Sources
- [release] Ada: October 20 simulation API mocksVendor-reportedPublished: 20 October 2026 · Checked: 21 October 2026
- [guide] Ada: Mock API tools, defaults and channel limitationsVendor-reportedSource publication date not stated · Checked: 21 October 2026