You now have the ability to manually or programmatically close out a Journey that did not successfully reach the end.

Not every customer journey is a successful one. Sometimes processes fail, interactions go stale, applications are denied, or customers churn. In these scenarios, the journey did not reach the desired outcome and will need to be closed out.

Closing out a Journey marks the overall Journey as Closed so it will no longer show as Active in Analytics. It will also close out any active or pending Actions that are still open in the Journey so you don’t have Actions left in a limbo state.

There are two ways to close out a journey, manually and programmatically.

Manually Close Out a Journey

We added a button to the top of the journey timeline that allows users to manually close out a Journey that is still active. Selecting this action will immediately move the Journey to A Closed status and it will no longer be editable.

This is helpful when a customer is on track to complete a journey, but stops responding or churns. Something happened that was not expected and requires human intervention to resolve.

Programmatically Close a Journey

The other way a Journey can get closed out before reaching the end is when a customer hits an intentional dead end within a Journey. This can happen within a Path where one of the conditions leads to the Journey being closed out.

For example, if a customer is going through underwriting and they are rejected, that may be the end of this journey for that customer. Or if a customer does not accept your Terms and Conditions, that may remove the customer from an onboarding process. You may take additional actions before closing the Journey such as sending them an email or running an automation to close out their account. The final Close Out Action will automatically end the journey for you when it is reached.

Finding Friction Points In Your Customer Journeys

When a Journey gets closed out - either manually or programmatically - we flag that Action and can display it within your analytics dashboard so that you can identify where customers are falling out of journeys in order to focus on the areas that need the most work to improve the overall experience.

We successfully migrated our file hosting infrastructure to Google Cloud Platform (GCP). This upgrade will bring improvements to the performance, reliability, and scalability of how you add, access, and download files and images.

We now have a unified file hosting service for all of our data center locations and environments, which will lead to a more seamless experience when interacting with files across all of our products and services.

This transition is part of our ongoing efforts to improve our infrastructure and provide you with the best possible experience. If you have any questions or need assistance, please reach out to our support team.

Thank you for your continued trust.

We recently introduced the Selection Action to the lineup of Actions available within the Journey Builder. 

What is the Selection Action?

The Selection Action allows teams to build manual decision points into a Journey and progress a Journey down a specific Path based on that decision.

How does it work?

In the Journey Builder

When building a Journey, you can add a Selection Action to a Step and define the possible options for the user to select. The options will appear as a single select picklist on the Journey Timeline.

In the Journey Timeline

When a Journey instance gets to a Selection Action, the Journey will pause and wait for a selection to be made before progressing to the next Action.

The selected option is saved down to the context data of the Journey and can be used later in the Journey.

Using Selection Action Data

A common use case for a Selection Action is have the Journey instance owner make a decision and then a specific Path is selected based on that decision. This can be done by adding the Selection Action output to the Condition of the Path.

If you have any questions or feedback on the Selection Action, please let us know.

We are thrilled to announce the newest addition to the OvationCXM platform – the HubSpot Connector! This powerful integration bridges the gap between HubSpot’s CRM and OvationCXM, creating a seamless workflow for teams to deliver exceptional customer experiences.

Key Features of the HubSpot Connector:

    1. Sync Customers, Contacts and Cases Effortlessly

Automatically sync customer information and interactions between HubSpot and OvationCXM. This ensures your team has a unified view of customer data in real-time, eliminating the hassle of manual data entry and improving data accuracy.

    2. Automated Case Creation

Convert HubSpot activities, such as form submissions or ticket updates, directly into Cases in OvationCXM. Streamline your team’s workflow and ensure that no customer request or inquiry falls through the cracks.

    3. Custom Field Mapping

Use our intuitive field mapping to align custom fields between HubSpot and OvationCXM. Map properties like deal stages, ticket statuses, and more to match your unique business processes.

    4. Real-Time Updates Across Platforms

Any updates in HubSpot—whether a contact is modified, a ticket is updated, or a deal closes—are instantly reflected in OvationCXM. Keep your teams aligned and your data always up-to-date.

Ready to Get Started?

If you’re interested in leveraging the HubSpot Connector to enhance your customer experience workflows, reach out to your account manager today for early access.

Questions about setup? Our support team is ready to assist you every step of the way. Let’s take your customer experience to the next level with OvationCXM and HubSpot working together seamlessly!

We're thrilled to announce the full public launch of Paths, our new feature designed to empower you to create dynamic, personalized customer experiences like never before. With Paths, you can easily design tailored journeys that adapt to your customers' needs, behaviors, and preferences. Ready to unlock the full potential of your customer engagement? Let’s dive into the powerful features and benefits.

What are Paths?

Paths allows you to create dynamic customer journeys based on specific criteria, such as customer behavior, demographics, or anything else that you track. By using Paths, you can deliver highly relevant experiences to each user, leading to stronger relationships, improved satisfaction, and higher conversion rates. 

Paths leverage conditional logic to send customers down specific parts of a journey. Once a Path is complete, the customers return to the main track of the journey headed toward the desired outcome.

Key Features of Paths

Dynamic Journey Mapping:
With Paths, you can design multiple journey paths within the same customer experience. Customers can automatically or manually be routed down different paths based on actions they take or manual decisions that you make.

Advanced Segmentation:
Use customer attributes such as location, products, or status to trigger specific paths. This helps you deliver more targeted content, messaging, and workflows that resonates with each individual.

Real-time Decisioning:
Paths allows you to make decisions in the moment, offering customers a personalized experience based on the actions taken during the journey. Whether they just entered a journey or are near the end, you can provide specific paths for each interaction they have.

Easy-to-Use Drag-and-Drop Interface:
No coding required! With our intuitive, visual editor, you can design and refine your customer journeys without the need for technical expertise. Drag-and-drop elements and basic data field logic conditions make it easy to create powerful workflows in minutes.

A/B Testing & Optimization:
Paths can also be used to design and implement A/B testing within your Journeys. You can test different paths, analyze customer responses, and optimize the journeys to continually improve your results. Find the path that works best for your audience and refine your approach based on real-time data.

Get Started with Paths Today!

The future of customer engagement is dynamic, personalized, and data-driven. With Paths, you now have the tools to create smart customer journeys that adapt to your audience’s needs in real time. Whether you’re aiming to drive sales, boost customer loyalty, or enhance user experience, Paths will help you get there.

Ready to take your customer journeys to the next level? Start creating personalized paths today and see the difference in engagement, conversion, and overall customer satisfaction.

Release Date: November 15, 2024

We are migrating organizations to a new drag-and-drop canvas for our Journey Builder along side of a new API version.

While this new canvas is not drastically different than the previous one, it does provide a few new enhancements, including:

1. Easily zoom in and out to better focus on the part of the journey you are working on or to visualize the big picture.
2. Better alignment and flexibility of the lines that connect each of the nodes in your journeys.
3. A quick action to realign the canvas to center to get you back in case you get too far zoomed in or out.
4. You can now view the names of Conditions on Path lines and click on them to open and edit the conditional logic of a Path.
5. Updated functionality and alignment of the +Step and +Path buttons that appear below each step in the canvas on hover.
6. Fixed a bug where the lines would sometimes remain on the screen after leaving the Journey Builder. 

This canvas sets a new foundation that we will continue to build on to enhance journey flexibility and the overall builder experience. If you have any feedback on the new builder, we would love to hear it.

We are in the process of updating our dashboards to a new cloud-hosted dashboard that will provide better performance and ultimately more flexibility for insights and analytics.

In the short term, you will not notice many changes to your dashboards except for a few styling updates and that data is updated more frequently and consistently.

Long term, we will be able to provide additional types of visualizations for your data and will be able to move towards real-time analytics across multiple objects.

The migration to the new dashboards is underway and will take place over the course of November and December 2024.

Migration Date: 11/16/24

We have scheduled an upcoming data center migration that will greatly enhance reliability and performance of our services. This migration is scheduled for 11/16/24 starting at 17:00 PST and will take approximately six hours to complete, during which time our application will be running out of our alternate data center. This represents a significant step forward in our commitment to providing you with a high-quality experience.

What’s Changing?

We are moving our Phoenix, Arizona data center operations to a new provider with a much stronger track record in enterprise-class data center services. This migration will not only optimize our infrastructure but also allow us to take advantage of the latest technological advancements in data management and pave the way for active-active application hosting across all of our data centers.

As part of this change, we are also upgrading the reliability of the direct data connection between our data centers, which has been the cause of most of the stability issues over the past several months.

Why This Matters to You

• Increased Reliability: With enhanced failover capabilities and a more robust infrastructure, we are positioning ourselves to minimize downtime and ensure a seamless experience for our users. Following this migration we will be working towards an active-active data center configuration to increase capacity, performance, and system availability. 
• Improved Performance: Migration to a new data center is the first step toward greatly increasing physical proximity between our data centers which will lead to faster backup times and improved performance for our core applications.

Low Risk, High Value

We understand that changes to our infrastructure can raise concerns. We want to assure you that this migration has been meticulously planned to minimize disruption. Our team has implemented comprehensive testing and a phased rollout to ensure that the transition is smooth and seamless. We expect the migration to be low risk, with no expected downtime for your services.

In preparation for this migration, we have already migrated our application to run out of our alternate data center in Cleveland, Ohio, where it will remain through this migration and until we have certified the new Phoenix, Arizona data center as 100% operational.

What to Expect

During the migration, you will continue to have access to your data and services as usual. We will keep the status page updated throughout the process to provide updates on our progress. Additionally, our support team will be available to address any questions or concerns you may have.

We believe that this migration will provide you with a significantly enhanced experience and we are committed to ensuring that it meets your needs. Thank you for your continued trust in us.

Release Date: November 2024: 

CX Manager

• We added the ability to increase the vertical space on the email composer as well as to pop the composer out into its own window to provide more room to draft long emails.
• We fixed an issue that occured when a User tried to reset their password and typed in a password that did not meet the security requirements. The screen would previously show as an all white screen but now the proper fields and error messages appear on the screen allowing the user to complete the reset password process.
• For blank Locations that have no Location Name or other data on them, we now display ‘No Name’ in the Location list to make it easier to find and select these Locations.
• We fixed a bug where Quick Reply Tokens would populate the previous Customer Contact's information if a user changed the Contact on the Case and then added the Quick Reply Token without navigating away from the screen.
• We fixed an issue where selecting a Contact or Product from the View All list in the Customer Panel in the CX Manager screen would incorrectly show the Case Events rather than the selected Contact or Product details.
• We enhanced our user session management to automatically log a user out out of all active tabs when they log out of one CXME tab. Previously, users would sometimes get stuck in a ‘loading’ state on their additional tabs.
• We fixed an issue where logging into the same account a second time on a separate tab would incorrectly log the user out of both tabs. Now when a user logs in, all tabs that are on the login screen will also automatically log in.
• We fixed an issue where sometimes a user would need log into the application twice in order for it to load.

Knowledge

We fixed an issue where images would not always display when added to an Article. 

Journeys

We are about to launch the new API and canvas builder for Journeys. We'll share a full release post on this soon!

Virtual Assistants

We improved the performance and resiliency of our Virtual Assistants. This applies to both the bot builder and training console as well as the customer-facing bots through Messenger.

Security

We added a security measure where Organizations can define approved domains for Users that are allowed to be added to their Organization. A user cannot be added if the domain in their email address does not match the Organization's approved domain list. This list can found and updated under Settings > Communications > Settings > Email Domains.

Release Date: 10/15/24: 

CX Manager

• We fixed a bug where sometimes navigating from a Case back to the Cases list screen would show the correct View but the Cases would not be properly filtered. 
• We fixed an issue where the Case Resolution field on the Details panel would show as "Completed" when a Case was resolved as "Unresolved".  

Virtual Assistants

We launched a beta version of our voice and chat generative AI agents. If you are interested in learning more or seeing a demo, please let us know.

Reporting & Dashboards

We fixed an issue where dashboards were not being updated on the expected timeline, leading to stale data.

Admin & Settings

• We fixed a bug that was preventing picklist values from being deleted from custom picklist fields.
• We fixed an issue where adding new picklist values to a custom picklist field would sometimes remove other values in the list.
• We fixed an issue where users sometimes saw a "Seems you hit a wall" error on the Layout screen within Settings.