Release Date: 10/06/26: 

CX Manager

Communications

Fixed a bug where email CC recipients were sometimes dropped from the email thread in specific scenarios

APIs

Fixed an issue where webhooks were sometimes sending stale data even when the related API response had the latest information. Webhooks now send the latest data on each event.

Messenger (Web & SDK)

Improved the health check capabilities of Messenger, leading to improved uptime and resilience.

AI Agents

• Improved how AI Agents can read and write messages to the conversation threads in CXME. This enables new more robust AI Agent > human handoffs with additional context as well as better data for insights, actions, and summaries on each chat case.
• We launched the beta of our new core data tables (cases and communications) for significantly faster case and customer summaries. These new tables can be enabled manually or we will automatically upgrade all organizations after the rollout is complete.
• Improved AI agent testing so you no longer need to retrain your agent after creating a new draft in order to test the latest agent updates. It will automatically use the lastest training data until you choose to retrain again.
• Improved error handling for when an organization hits its monthly AI spend limit. The agent will now appropriately respond to the message rather than only relying on toast notifications
• Fixed a bug where AI Agent Rules were not properly saving on in some scenarios.

Admin & Settings

• We added the ability to attach files to automated email templates. This means that you can include attachments on automated emails that send from automations, journey actions, and more. You can add up to 10 files with a total size of 25MB.
• Fixed a bug where copying the automatically generated inbound email-to-case email addresses in Settings > Email Configuration was not including the proper custom domains in the copied data.