Product Updates

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CXME Updates

Release Date: 06/09/2026: 

CX Manager

  • Improved the load time of Views that are filtered by a source of chat
  • Allowed the same field to be used more than once as a filter in Reports (e.g. setting two date filters for before and after)
  • Updated the message on the Resolution modal for when a survey was already sent on a case to make it less confusing
  • Fixed a bug where HTML would sometimes show in the case card in the case list in Inbox after a search
  • Fixed a bug where tasks added to a Case and assigned to a Team were not showing in the My Team's Unassigned Tasks list view


Knowledge

Updated the styling (size, spacing) of body and H tag text in the Article Editor screen as well as the Article Preview screen for Libraries that don't have any custom CSS. The styles will now more closely match between the edit and preview states inside CXME


AI Agents

  • Optimized AI Agent tool calls to be faster and more reliable
  • Improved Copilot response quality by reducing the truncation of long article bodies and also stripping out excess HTML to reduce token usage
  • Added a new waiting indicator in Copilot while the Agent is generating a response to a visibly show what it is doing across tool calls, knowledge search, generating responses, and more. 
  • Improved the ranking order of Sources that are shown in copilot responses
  • Made the source links in copilot responses clickable to open the source links in a new tab
  • Added the ability to set monthly Spend Limits on AI usages across all use cases
  • Turned all plain text URLs in agent responses into links in Copilot and Messenger
  • Improved the load time of traces
  • Revamped the trace details page to show the most important information at the top and hide a lot of the excess information that is not helpful for troubleshooting. This includes seeing the query and response as well as being able to load the full chat history for additional context


Admin & Settings

Added a Teams field to the Add User modal to make it easy to add a user to specific teams during the creation process


Avatar of authorAlan Finlay