Yuma launches Yuma 2.0 with one AI Handbook for every support channel

Yuma unveiled Yuma 2.0 on September 29, 2026, a redesigned customer service platform for ecommerce brands built around one AI-managed Handbook. The system is meant to automate inbound support, outbound outreach and phone calls across every channel, while testing every playbook before it goes live.

Why it matters: - Yuma 2.0 aims to replace fragmented AI support setups with one operating document that governs customer service across every channel. - The approach is designed to reduce drift when policies change and to make AI support easier to maintain as brands update documentation. - The platform now covers both customer support and proactive outreach, which broadens AI automation beyond ticket handling.

What happened: - Yuma, an AI customer service platform for ecommerce brands, announced Yuma 2.0 on September 29, 2026. - The product centers on a single operating document the company calls the Handbook. - The Handbook now runs every customer conversation a brand has, including inbound and outbound interactions in writing and by phone. - Existing customers are being migrated by the Yuma team at no additional cost. - Yuma 2.0 is available today.

The details: - Brands can describe their customer service process in plain language or upload existing standard operating procedures. - Yuma then writes the Handbook, including brand voice pages, playbooks for each customer situation and the procedures behind them. - Every change is drafted by AI, reviewed by a person and applied to the next conversation after publication. - Per-playbook testing replays example situations as simulated conversations before changes are published and after. - Yuma surfaces failures with the page that caused them. - Most tests are written automatically as the Handbook is built. - Outbound playbooks can start conversations from business events such as an order placed, a delivery completed or a checkout abandoned. - Outbound outreach can run over email or SMS with multi-day follow-up sequences that Yuma schedules automatically. - Voice support lets Yuma answer a brand’s phone line, take actions in connected systems during the call and follow the same Handbook used for written channels. - The Handbook is managed through Ask Yuma in the Yuma dashboard or directly from Claude and ChatGPT via MCP. - Brands can roll out any playbook to a chosen percentage of matching conversations, keep the rest in draft for human review and raise the rollout share as results come in. - Yuma 2.0 covers email, live chat, SMS, WhatsApp, contact forms, reviews, Instagram direct messages, Facebook direct messages, outbound email, outbound SMS and phone calls. - Sales AI, Yuma’s pre-purchase product for Shopify storefronts, runs on the same Handbook and is available as an add-on. - One Handbook covers all stores in an account, with pages scoped to a store, channel or customer language where needed. - Yuma is SOC 2 Type II certified.

Between the lines: - Yuma is positioning documentation, not workflow builders or intent trees, as the control layer for AI customer service. - The testing and gradual rollout tools suggest the company is trying to address a common enterprise concern: letting AI change live behavior without losing oversight. - The move to one Handbook across support and sales points to a broader push to make customer operations behave like a single system instead of separate channel tools.

What's next: - Yuma will continue migrating existing customers onto Yuma 2.0. - Brands can start using the new platform immediately and expand playbook rollout as performance data comes in. - The company is likely to use the Handbook model as the foundation for future support and sales automation features.

The bottom line: - Yuma 2.0 turns customer service automation into a single, tested operating document that can run support, outreach and voice across every channel.