We are excited to introduce a new feature in CXME that enhances how you communicate and manage your email interactions. With our latest update, you can now forward an email message to start a new conversation tread on a case with a different audience while maintaining the context of the original case.

This feature is particularly useful when you need to involve a third party in a discussion without disrupting the ongoing conversation. It allows you to send the message and its entire history to a new recipient, effectively creating a separate thread that is linked to the same case.

For example, if you're handling a customer inquiry that requires input from an external supplier, you can forward the relevant email to the supplier and initiate a new conversation. Meanwhile, your original conversation with the customer remains intact and unaffected. You can also name each conversational separately to keep the clear and organized.

To forward an email to a new conversation, click the 3 dot menu button to the right of the person's name in the email header for the email (and the history) that you want to forward.

A new conversational will be created with blank To and CC fields, adding 'Fwd' to the subject and appending the full history to the body of the new email.

We believe this added flexibility will improve your communication flow and case management. Try out the new feature today and let us know if you have any feedback.

Release Date: 10/06/26: 

CX Manager

Communications

• We updated how outbound email messages show in the conversation panel in CXME. Now instead of including the message along with the full text that is defined in the Email Template that the end user receives, now we just show the message. This simplifies and declutters the interface to make it easier to skim. You can still see the full email template text by expanding each message.

• 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.
• Added the ability to generate a Next Reply to any message in a conversation in addition to just the latest message. A new menu appears next to each email when it is selected.
• 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.
• Fixed a bug where the IP Whitelist field did not always properly save.

Release Date: 10/01/26: 

CX Manager

Cases

• Updated the workflows for required fields on cases for fields that are marked as 'Required to Save' in the Case Layout. Now when you click into a field and click it, it will visually show you with a red box that the field is required. If there is already a value in the field, it will prevent you from removing the value of that field.
• We also added red asterisks next to all required fields (both Required to Save and Required to Resolve) to make it easier to quickly identify the required fields on a case.
• Added the created date to the Case cards on the Global Search modal to make it easier to quickly reference the age of the case.
• Fixed a bug where CC recipients were sometimes being dropped off email threads in specific scenarios

Tasks

• Added Created Date and Updated Date as filterable fields on the Task Views. Each have operators of equals, before, after, and between.

Integrations & APIs

Connectors

• Fixed a bug with the Salesforce managed package integration where the case sync would sometimes throw an invalid_session_id error.

AI Studio

• Updated the Engagement section of customer summaries to have an improved definition of why the selected engagement level was chosen.
• Updated the Milestone section of customer summaries to better highlight the significant milestones of a customer lifecycle and aggregating common milestones to make the summaries easier to skim.
• Updated the Cleanup action to add a $ symbol to numbers when the content is clearly about money and one is missing.
• Improved the Next Reply action to more consistently reply from the appropriate party when generating the next reply.

You can now search, filter, and sort tasks in your task views, giving you more control and flexibility.

With the new search functionality, you can quickly find tasks by searching for text in the task name. Our filtering options allow you to narrow down your task list by Owner Team, Owner User, Status, and Due Date. Additionally, you can sort your tasks by due date, created date, and updated date to prioritize your work effectively.

Each of the four task views now includes prebuilt filters, which you can edit to see updated lists that match your specific needs.

Stay tuned for future updates, as we plan to introduce the ability to save custom task views, similar to how you can currently save custom case views.

As always, please let us know if you have any feedback.

You are now abIe to bulk edit Tasks in CXME.

Managing your tasks will now be easier and more efficient as you can now bulk update Task data directly from the Task views. You can update any of the fields on your tasks with just a few clicks.

This new feature is perfect for quickly updating due dates, changing statuses, reassigning ownership, and more. It’s designed to save you time and streamline your workflow, making data updates fast and easy.

To bulk edit tasks, expand your task list

Select multiple tasks at once, and click on bulk edit. 

From there, you can edit any field on the case, confirm your changes, and all selected tasks will be updated simultaneously.

We hope you enjoy this new capability and please let us know if you have any feedback.

Release Date: 09/11/26: 

CX Manager

Cases

• Added the ability to search for contacts in the Contact dropdown on the Create Case modal.
• Updated the Cases Views so they no longer show every filter parameter in the URL. Now it just shows the filter ID and sort parameters. You can add as many filters as you want to a view. The parameters will only show when you are adding new filters before saving them.
• Fixed an issue where sometimes case status could be set to 'null' through certain integrations.
• Fixed an issue where users with numeric IDs experienced an issue viewing cases assigned to them in Cases Views.
• Added a scroll bar to the Open Chats system view.
• Fixed a bug with setting the scheduled date using the equals operator on case filters.
• Fixed a bug where having 4 statuses filtered at the same time did not properly save (e.g. In Progress, En Route, Scheduling, and Scheduled).
• Fixed a UI bug where changing between cases from Case History block wasn't refreshing the case summary on the newly loaded case
• Improved performance of avatar loading.
• Updated some remaining 'Boomtown' references to OvationCXM.

Communications

• Fixed an issue where exchange forwarding loops via SRS bypass loop detection and create duplicate cases.

Forms

• Fixed an issue where unpublishing a Form would not remove it from the list of Forms available on Journeys or Cases.

Integrations & APIs

Connectors

We are launching a new version of the Salesforce managed package (version 5), which has several important updates. The full release notes will be posted shortly.

APIs

• Added a new API to APIv3 to lookup Customer Contacts by email address.

Messenger (Web & SDK)

• Fixed a bug where sending URLs with multiple underscores (_) would cause the link to be incorrectly formatted and would not open.

AI Agents

Case and Customer Summaries

• Improved customer summaries with enhanced milestones to specifically find key issues or customer milestones (e.g. cancelations, upsells, etc.) and surfacing them on the customer summaries.
• Improved engagement metrics on customer summaries to include recency so it better reflects recent interactions.
• Added case notes as a data source on AI summaries.
• Improved status field mappings to always show names instead of IDs.
• Improved sentiment to look not just at communication tone but also topic of the conversation (e.g. it can be Frustrated if the subject involved dissatisfaction even if the tone remains professional).
• Updated conversation summaries to show RefID instead of Case ID if included.
• Improved usage of names in summaries so it doesn't use IDs for users in its output.

AI Studio

• You can now provision a new phone number with a single click on the AI Agent configuration when setting up a new voice AI agent.
• Fixed a bug with the URLs in AI Agent data sources - if you didn't add https:// it would open to the wrong URL.
• Fixed a bug preventing token usage from properly showing on AI Studio Home.

Tools

• Added the ability to filter the Knowledge Search tool for agents down to specific Labels in additional to Libraries and Visibility
• Added a Get Case Notes tool.

Reporting & Dashboards

• We improved the run time and consistency of the dashboard data.

Admin & Settings

• Added the timezone field to the User screen in Settings > Users in addition to the user profile screen.
• Added the Allow Unsecured File Types field in Settings > Security & Identify so orgs can optionally allow HTML and HTM files (note there is currently a backend bug for this also being worked on).
• Fixed an issue with IdP-initiated  SAML logins redirecting to app.goboomtown.com instead of app.ovationcxm.com.

Release Date: 08/12/26: 

This release delivers a set of reliability and performance updates across email/case ingestion, reporting exports, communication templates, and Article rendering. It also adds some new functionality across CX Manager and AI Studio.

CX Manager

• Added Merchant ID and Case ID tokens for email/alert templates so they can be used in automated emails.
• Added the ability to preview files from cases, communications, and customers/locations.
• Added tokens in Quick Replies for Owner User First Name, Owner User Last Name and Owner User Full Name so you can quickly and easily add personalized messages.
• Added the ability to minimize the Cases List in Inbox.
• Styled the @mention names in chat interfaces.
• Added tooltips on the fields in the Create Case modal to make it easier for new users to understand what each field does.
• Updated the browser tab titles to show '(REF ID) Case Name' when on a Case instead of just 'Inbox' to make it easier to find your case when you have multiple tabs open.
• Updated the Escalate Case modal to auto populate with the current Owner User and to put the focus on the search bar when clicking/tabbing into a field.
• Updated the Case History Block on the Customer Panel of a Case to 1) auto update when the status of the current case on the screen is updated 2) show the card as highlighted if the currently selected case is in the list and 3) no longer refresh the whole screen when clicking on a case - it now keeps the screen as is and just updates the data to the selected case.
• Added a Save keyboard shortcut when on the Edit All Case Fields drawer by pressing Control/Command + S so you don't need to tab to the bottom.
• Updated the responsive layout of the panels on Inbox to fix some bugs and make it smoother.
• Updated the Views icons from Gears to Lists.
• Fixed a bug where saving a view with custom field filters didn't show the custom field filters until refresh.
• We fixed an issue that was creating duplicate cases from inbound emails by preventing Exchange/SRS-forwarded “Ticket Created” notifications from being misclassified as new inbound emails.
• We fixed an issue where sometimes a user would encounter errors when loading the application and would be forced to refresh.
• We fixed an issue with some fields not properly showing on the Microsoft email integration.

Knowledge

• We improve the load time of Knowledge Articles.

Connectors

• We fixed a bug preventing the Fiserv connectors from working on lower level environments. You can now configure the Fiserv connectors to work on Preprod for testing.

Messenger (Web & SDK)

• We improved handling and fallback UX for Messenger when the Organization API Token is no longer valid.

AI Agents

We made several improvements to our case summaries, including:

• Updated the performance of case and customer summaries. We will continue to make performance improvements so that summaries can generate faster.
• Updated the Case Summary to include a one sentence summary at the top before the summary details.
• Updated the font and spacing of the case summary to be more consistent.
• Added data sources to case summaries to show how many messages, tasks, and journey actions were included with the case summary.
• Updated the timestamp on Case summaries to show the time since it was last generated.
• Updated logic for the summary to better determine the originator of the case rather than assuming it is the Contact assigned on the Case.
• Fixed an issue where the model input and output costs were not showing on the Approved Models list in AI Studio > Models.

Reporting & Dashboards

• Fixed an issue where exporting prebuilt Reports (for example, Form exports) would sometimes result in a 404 error.

Admin & Settings

• Fixed an issue with some field values not always properly showing on the Microsoft and OAuth email integration configuration screens.
• Fixed a bug where Integration Team wasn't always saving in Salesforce Integrations in v5.

We revamped the Open Chats view that available for all users in Inbox.

We turned this view from a simple filtered list like the other views into a robust chat command center where you can see all your active chats, your chat queue, and your team's active chats in one place all with real time updates. This will help to improve response times, minimize clicks, reduce load times, and help to create an overall improved chat experience for your customers.

Here's a summary of updates to the Open Chats view:

• Instead of just a simple list of open chats there now are three sections in the Open Chats view. 1. My Open Chats 2. Unassigned Chats 3. Other Agent's Chats. This allows you to quickly see chats you are working alongside chats waiting in the queue.
• This view is now wired into real time updates so when a new chat comes in or gets claimed, the list will automatically update and the chat card will move to the correct section.
• You can now see a typing indicator on the chat card when the customer is typing in Messenger without needing to click into the case.
• The chat cards now also shows the last message that was sent so it's easy to tell if you need to open that case/chat to respond or not.
• There is a quick filter at the top of the list for the case created date so if a chat case gets escalated and remains open for a long time, it no doesn't have to clog your queue/list of new chats coming in.
• Opening a chat from the My Open Chats list will default to the chat panel showing on load rather than the Activity panel.

We just released real time updates for Cases. 

Now, when you are actively working on a case, any updates made by other users or systems will automatically and immediately appear on your screen. There's no need to refresh the page. 

This enhancement will lead to more seamless collaboration, provide real-time visibility into system updates and data syncs, and improve your overall experience. We hope this new feature makes your work more efficient and effective.

Release Date: 07/09/26: 

CX Manager

• Updated the conditional logic on Layouts so if the Survey block is hidden from the case layout with conditional logic, it will be hidden from the Case Resolution modal as well.
• Updated the Add Contact modal from the case edit screens to show the full contact modal (using the org's layout) rather than the 4 field quick add modal).
• Updated the list of Contacts on a Case to now automatically update after a contact is added from the in-line Add Contact button on the case layout.
• Updated the filters on Task Views in Inbox to use new APIs which will be faster, reduce API calls, and lead to more consistency between the counts and the lists
• Updated the Update Journey modal in CXME so when you remove a journey from a case it's one modal instead of two
• Fixed a bug where custom field filters for Locations were not working properly.
• Fixed a bug where sometimes standard reports would fail to download.

Knowledge

• Added 3 quick add buttons to blank Articles to allow users to choose to create the article using an AI assistant, a pre-built template, or start with a blank canvas.
• Fixed a bug where some icons weren't always showing on external knowledge sites.

Virtual Assistants

• Added a Workflow template for User Identification. This is a template that organizations can use to build MID-based user identification flows into their agents to find a customer location by MID.
• Improved the article writer agent to better use capitalization in titles and use accordions only when prompted to do so.
• Added a thinking UI to the article writer agent so you can clearly see its process, tool calls, errors, and latency of responses.
• Renamed the 'thumbs_up' score to 'rating' for trace feedback.
• Fixed an issue where copilot agents weren't always able to find the Journey related to the case. Now you can always ask your copilot about the journey on a case and it will have all information about it.
• Improve agent training to be more reliable and automatically show updates in the UI when it is complete.
• In URL content sources in agents, we added the ability to train an individual URL page or a URL with all child pages below it to help optimize long training times and prevent duplicates pages.
• Cleaned up Tools in AI Studio - we renamed some tools to be more clear and removed tools that were unused.
• Fixed a bug where creating a new agent would sometimes show a file in the content screen from the last agent you looked at.
• Added a global default LLM Model to the Models screen AI Studio so if a model is ever not selected, it will default back to the same fallback model.
• Fixed a bug with the LLM model selection on tool calls within an agent. It now properly uses the LLM from the agent calling the tool.

Security

• Launched our new API gateway with enhanced performance and security for all of our microservices.