Release Date: 11/10/26: 

CX Manager

Communications

• We added a From address field to the email composer so you can see what email address the email is sending from. This work will enable the new email integration that will allow you to create multiple email addresses and choose which one you want to send from. To start, it will be defaulted to the single email address for the conversation thread.
• We updated the email forwarding feature so it now includes the entire email history in the new thread rather than just the latest message.
• We enhanced the Insert Quick Reply functionality in the email composer. Now it will insert the Quick Reply where your cursor is (or last was) rather than always inserting it at the bottom. This will be especially helpful when adding new content after forwarding an email to a new thread.

Cases

• We added a Create Work Order button on Locations when an organization has the Field Services permissions. This will streamline the process for creating new Work Orders for technician dispatching.

Messenger (Web & SDK)

We are migrating Messenger to a new service, which will allow us to modernize our technology stack, improve loading performance, enhance security, and provide new functionality. This update will allow you to create authenticated chat sessions via our Portal APIs. More information will be shared on this soon.

AI 

• We fixed a bug with the Tools list pagination in AI Studio for both Available and Approved tools.
• We added the name of your Copilot to the composer so it's easy to tell which Copilot you are chatting with when you have more than one.
• We improved the bullet formatting for Copilot responses as well as the bullet formatting when you send the Copilot response to the email composer.

Connectors

• We added Fiserv connector actions as tools for AI agents, so they can look up merchant statements, batches, transactions, settlements and disputes from a connected Fiserv instance.
• We fixed the Jira connector so the Ovation Case ID is written back to Jira when a Case is created from a Jira issue.
• We updated Jira connector logs so new Cases are labeled Create instead of Update, and added a Refresh button to the logs grid.
• We fixed ServiceNow token refresh so access tokens renew automatically, and users are prompted to reconnect when the refresh token expires.
• We added setup guides to the marketplace listings for Microsoft Teams, Fiserv Back Office, SharePoint, API Library and Salesforce.
• We added a Microsoft Teams Calendar journey action that completes when someone from a chosen set of email addresses books a meeting on the shared Teams calendar.
• We updated the Slack connector so Case updates post as new messages in the existing Slack thread instead of editing the original message.

Coming soon

• Jira connector actions will be available as tools for AI agents, so they can create, update, search and comment on linked Jira issues from Ovation.
• Salesforce v5 launch so organizations can connect using the new External Connected App.
• Agents and AI will be able to search a connected Confluence site from a Case and attach the right page without leaving Ovation.
• Users will be able to connect any MCP server from the marketplace and use its tools from a Case.

Security

• We improved the security across all of our microservices, adding additional authentication requirements and locking down the services even more. 
• We resolved several new dependency vulnerabilities on multiple services.
• As AI Agents becomes more intelligent and autonomous, the probability of being attacked increases and new vulnerabilities are being reported daily. We will continually assess our entire platform for vulnerabilities and we will close any gaps as soon as they are discovered.