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.

Release Date: September 2024 

CX Manager

• We improved our connection to our communication servers with enhanced indicators during the (re)connection process and we added additional automatic retries if the connection is lost. This will help improve the overall stability of sending communications from CXME and will make it more clear when a connection is not strong and will alert the user to this issue.
• We fixed an issue where the screen was not fully updated when a user navigated to a new Location under a single Customer profile. Now when a user selects a new Location from the Customer screen, the Location details and the URL will be properly updated to reflect the new Location being shown.
• We fixed an issue where creating a new Customer within the Case creation flow would result in an error. Now when a user creates a new Customer via the Create New Customer button after selecting Create > Case from the global Create button, the new Customer is saved and the Customer and Location fields are displayed in column 1. The 4 sections of column 1 load and the Case Add view is displayed in column 2 with all fields on the Case layout. 
• We fixed an issue where the Default Team was not being properly added to Team Associations when creating a new Location with no Team Associations selected.
• We improved the performance of loading lists of Teams within the application.

Integrations & APIs

We improved the performance of the Phone APIs.

Messenger (Web & SDK)

• We updated the generated embeddable code snippet in the Web Chat Channel to now integrate the Messenger app instead of the old Web Chat app. You can read about Messenger here.
• Web Chat instances that are added to Knowledge Libraries have been updated to the new Messenger product as well.

Admin & Settings

• We increased the number of of Tags that you can have in restricted lists by Category. Previously you could only have 6 Tags under each Category. Now you can add up to 20 Tags per Category.
• We updated the list of Alert Templates under Teams > Alert Templates to display the Alert Template Name instead of only displaying the Subject of the Alert Template. This will make it easier to identify the Alert Template you are looking for without needing to click into each one.

Release Date: 08/29/24

CX Manager

• We fixed an issue where the scroll bar didn't work on the left folder navigation under Reports. You will now see a scroll bar when you have more folders than fit on a single screen.
• We fixed an issue where navigating to the Events timeline immediately after creating a Case could somtimes display a blank panel.
• We fixed an issue where sometimes a user sending an email could experience the message successfully being sent but not showing in the messaging panel. 
• We fixed an issue where the browser tab title would sometimes display the wrong screen name. When a user navigated to a Case, the browser tab title would show the correct ID and name of the Case, but when the user went back to the Cases list, the broswer tab title would not update. The browser tab title will now properly update for the screen you are viewing.

Knowledge

We fixed a bug where Users were periodically being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just taken directly back to the login screen. 

Journeys

We fixed an issue where a Task Action would periodically not start on the Journey timeline due bad formatting of the Due Date.

Virtual Assistants

We improved the performance, intent matching, and predication capabiltiies of the Virtual Assistants.

Reporting & Dashboards

We fixed an issue in Reports where the Status filter would display a numerical number rather than the actual name (string) of hte status selected by the user.

Admin & Settings

We fixed an issue where Tags and Category dropdowns were not always populating when using them for conditional logic in Layouts.

Release Date: 08/06/24: 

CX Manager

• We improved the processing performance of our email IMAP integrations.
• We moved our core application to new load balancers to enhance performance and resiliancy.
• We fixed a bug that was causing the names on some dialog modals were being cut off.
• We fixed an issue where the list of files in the Case panel of the CX Manager screen did not properly scroll when the files went past the bottom of the screen.
• We fixed an issue where email history in certain email clients was displaying ‘Boomtown’ instead of the customer’s name when showing who wrote the previous emails.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions. All Articles will now properly load in the Solutions panel.
• We fixed an alignment issue on the search results page in the extenral knowledge libraries.

Journeys

We launched our new journey builder that introduces a new canvas for more flexible and dynamic journeys. You can read the full release notes here.

Connectors

We released an updated Salesforce Managed Package with improved permission sets and improved load times. You can read the full release notes here.

Virtual Assistants

We improved the performance of training large virtual assistants.

Reporting & Dashboards

We fixed a bug where the value in the MID field in Reports was not showing for the latest Case on each Location.

Admin & Settings

We improved the load performance of the Teams page in settings as well as loading any object that relates to Teams (e.g. a Location or a Case).

Security

We improved security on hosted screens (such as forms) with enhanced content security policies.

Release Date: 06/25/24: 

CX Manager

• We fixed an issue where opening a Case from the Chat Tile would sometimes display the Contact field on the Case Details screen as blank, even when a Contact was assigned to the Case. The Contact field will now always populate when opening a Case from a Chat Tile.
• We fixed an issue where a user creating a new Case using the global Create Case button from an existing Case would see the Case Details from the previous Case while selecting the Customer for the new Case. The Case panel will now be blank while going through the Create Case workflow.
• We fixed a bug where navigating from an open to a closed Case would periodically show the messages from the previous Case. Now when you access a Closed Case, no messages will show in the communications panel and the communications will be available in the Transcript files on the Case.
• We fixed an issue where users would paste a new Case link into the URL bar and press enter while currently on a different Case and the case screen would not update to the new Case. Now the user will be directed to the new Case after entering a case URL and pressing enter.
• We fixed an issue where the Events panel on a Case would periodically fail to load the events. 
• We fixed an issue where users would periodically experience inconsistent loading of Case details and communications while navigating between multiple chats via the chat tiles.
• We fixed an issue where a user seraching for a Case Ref ID in the global search bar would see 'undefined' in the search results when they navigated to the Cases tab. Users will now see the correct matching case(s) when navigating to the Cases tab on global search results.
• We fixed an error where some users on Windows using version 126.x of Chrome would experience a fatal error when opening and creating Cases inside CXME.

Knowledge

• We fixed an issue where after bulk editing Knowledge Articles, the order of the list would change, but the order of the selected Articles would remain the same. Now after you bulk edit Articles, the selected Articles will remain the same. This will make it easier to make multiple bulk edits in a row to the same Article set.
• We fixed an issue in the Article Editor where using shift + arrow keys or ctrl + shift + arrow keys was not properly highlighting text. 
• We fixed an issue in the Article Editor screen where a user was unable to press the left arrow key at the beginning of a line to go to the end of the line above it.

Settings

• We fixed an issue where after a user accessed Alert Templates in Settings and then navigated to My Profile, they ran into an error requiring a page refresh.

Release Date: 04/08/24: 

CX Manager

Cases

• We improved the performance of creating new Cases and editing existing Cases.
• This release improves the visual consistency and clarity of chip displays across various components of the Customers and Cases pages. When viewing the Details tab of a Case, the Product chips now match the green shade used on Case Cards and in Knowledge, while Tag chips adopt the familiar blue color from those pages. Other chips maintain a uniform grey styling aligned with Knowledge. Crucially, chips in view states no longer include the "X" button, reserving that functionality for edit modes. Conversely, when editing a Case, all chips retain their designated colors (green for Products, blue for Tags, grey for others) and display the "X" button for removal. This update extends to Location details within Cases, ensuring Team chips follow the same grey styling without "X" buttons in view mode. These enhancements provide a cohesive and intuitive experience when interacting with case and location information.
• We fixed a bug related to the display of Collaborating Teams and Collaborating Users chips in the Case view state. Previously, these chips incorrectly showed an "X" button, which could be confusing or misleading when not actively editing the Case. With this update, the bug has been resolved by removing the "X" button from the Collaborating Teams and Collaborating Users chips when in the Case view state, reserving its functionality for the edit state only. Additionally, a consistent grey styling has been applied to these chips, aligning with the visual treatment of other Team and User-related chips across the application. This bug fix ensures a clear and intuitive user experience when viewing Case details.
• We added "BaaS" (Banking as a Service) to our Product categories.

Communications

• We continued to improve the logic for matching inbound email, phone, and SMS cases. You can find the full matching logic in this Article.
• We fixed an issue with the saved pdf communication transcripts on resolved cases where the customer’s name was showing as ‘Boomtown’ instead of the name of the Contact. The proper name will now show on the saved transcripts.
• We improved the performance of our email inbox integrations when processing emails with large file attachments.

Knowledge

• This release enhances keyboard accessibility and operability for various input fields across the Knowledge Home and Knowledge Edit pages. The remove chip buttons for Tags, Products, Shared With entities, Labels, Restrict Team access, and Share With Organizations have been relocated outside of the input fields, ensuring compliance with WCAG 2.1.1. Users can now seamlessly navigate to and interact with these chips using keyboard controls. Additionally, the ability to remove Team, Organization, Customer Segment, Product, Tag, and Search Term chips via keyboard has been implemented. This improvement ensures all interactive elements are accessible and operable solely through keyboard navigation, providing an inclusive experience for all users.
• This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.
• This release improves the focus order and styling of focused elements on the Knowledge Edit page for an enhanced user experience. The focus state visibility issues with the Primary buttons (Edit, Restore, Save, etc.) and the Publish button have been resolved. Users can now clearly distinguish the focused element, as the focus state is no longer obscured or cut off at the top and bottom. This fix ensures a logical focus order and consistent styling across interactive components, adhering to the Web Content Accessibility Guidelines (WCAG) 2.4.3 for better accessibility and usability.
• This release resolves a focus trap issue in the Knowledge Edit page's Related Articles section when tabbing through elements in edit state with multiple manually added articles. Previously, users could get trapped within the clear buttons, unable to navigate further via keyboard. The fix ensures seamless tabbing throughout the page, adhering to WCAG 2.0 accessibility guidelines. Key improvements include setting the next focus after clear buttons to the "Search for Articles" dropdown, and the previous focus on Shift+Tab to the "Auto Generate" switch, allowing full keyboard accessibility compliance.
• We fixed an issue where Messenger was not always showing on external knowledge sites when configured from the Knowledge Settings screen.

APIs & Connectors

APIs

We added the getBy endpoints to the Product object. This allows organizations to lookup customers from unique IDs that live on the related Products that the customer users.

Connectors

• We added a new event when a Case is deleted. This will allow 3rd party connectors (e.g. Salesforce) to map and update the Case Status field when a Case is deleted in CXMEngine. Previously, a Case would fail to show it was deleted and would require manual intervention to close it out in the 3rd party system.
• We updated our Microsoft Dynamics connector to use the getBy endpoints. This allows more flexible customer matching options when syncing data to OvationCXM from Microsoft Dynamics.

Security

We continued to improve the security of the platform against cross-site scripting (XSS).

Release Date: 03/8/24: 

CX Manager

Cases

• We fixed a bug where the Categories field on a Case was not displaying any options after a Case was set to Waiting. Now when a Case is set to Waiting, the Category field will populate with all available options when you edit the Case.
• We fixed a bug where inaccurate Location information was loading in column 1 when creating a new case. If you create a new Case and select a Location to create the Case under, that Location’s information will properly load in column 1. 
• We fixed an issue where users that had the Edit All Cases Permission were receiving an error when accessing a Case that was not related to a Team the user was on. Now when a user has the Edit All Cases Permission, they will no longer receive an error access a Case owned by a Team they are not on.

Communications

• We fixed an issue where an inbound email would periodically update the Customer Name to the From email address when the email matched to an existing email address in an Organization’s data. Inbound emails will no longer update the Customer Name for any existing customers.
• We updated our inbound email restrictions to allow emails to create Cases when they have an Auto-Submitted: Auto-Generated header included. Previously we ignored these emails from creating cases to help prevent potential spam.
• We fixed an issue where inbound emails from existing customers were not always matching to the correct Customers, Locations, and Contacts. Note that if you have more than one instance of the same email address in your Contact list, it will not automatically match to the correct customer.
• We improved the customer matching logic for inbound phone calls to more accurately match to the correct Location when the phone number on the Location matches.
• We improved the customer matching logic for inbound SMS messages to ensure that an inbound SMS message from a customer attaches to the correct Customer, Location, and Contact when the relevant data is available in an Organization's CXMEngine instance.

Knowledge

• We addressed an ADA compliance issue in Knowledge by making sure all elements have a unique descriptive label.
• We improved the ADA compliance of the Knowledge home screen and article editor by making sure all buttons are accessible and operable by keyboard. 
• We made sure that all elements on the Knowledge home page had appropriate focus state styling and that the focus order was appropriate for ADA compliance. 

Integrations & APIs

• We added new 'getBy' endpoints to all core object APIs to enable users to lookup any record by custom field data. This will add additional flexibility to the inbound customer and case matching workflows and allow organizations to use custom fields (where field type = identifier) in addition to the External ID and MID fields.

Security

• We implemented a re-scan process for files that did not successfully complete virus scans on initial load.
• We improved security related to CORS header reflection.

Release Date: 01/26/24

CX Manager

Cases

• We launched Embedded Apps. You can now embed data from the third party system within CXME and access it directly from the CX Manager screen.
• We improved overall load times of the application by adding additional caching for certain library files. 
• We fixed a bug where setting Cases to Waiting with a return date and time was not adhering to daylight savings time. Now, when you set a Case to Waiting and apply a return time and date, that time and date will adhere to daylight savings time when applicable. 
• We fixed a bug where Cases were periodically returning from Waiting to Ready before they were supposed to. 
• We fixed a bug where you were able to toggle between Card and Table view while in a Group By view on the Cases page that was breaking the view. We disabled those options while in that particular view and enabled them when you actually click on a Group and a list of Cases is displayed. 
• We fixed an issue where the last activity was not showing on the right side of all Case Cards in a Case list. The Case cards will now show the latest event for the Case on the Card.
• We updated the list of Contacts in the Customer panel of the CX Manager screen to filter to the specific Location that you are viewing rather than showing all Contacts across all Locations under the Customer profile.
• We fixed a bug where the Insights on the My Work page were being displayed twice. Each Insight will only be displayed once on the My Work page.
• We fixed an issue where a chat tile would not disappear from a user’s screen when someone else on their team claimed that chat. This occured only when a user had specifically one chat tile in their chat tile list and it was claimed and the list should have gone to zero. Now when a chat is claimed by another user, the chat tile will disappear in all scenarios.
• We fixed a bug where sometimes the Categories dropdown was not working when editing a Case due to computer/network performance issues. The Categories field should now be immediately available when editing a Case even when performance is degraded. 

Customers

• We fixed a bug where you were not able to create a new Customer while on the Customers page. Now, if you are on the Customers page and click Create > Customer, you will be able to create a new Customer.
• We optimized the list of Teams available in the Team Association field on a Location to increase the security of ecosystem connections.
• We fixed a bug where the Case counts in column 1 were incorrect when you were viewing a Location from the Customers page. The Case and Open counts will now accurately reflect the total number of Cases and Open cases assigned to the Location.
  
  
  

Journeys

• We Added functionality to close out a Journey. If a customer going through the journey churns out then the Journey can be closed for the customer. It will be part of Journey Analytics to provide insights on Journey completion rates and details on where customers are most commonly churning out from the Journey. You can read the full release notes here.
• We fixed an issue where the "Complete" checkbox on Tasks was still visible on the Journey Timeline even after that Task was canceled.
• We fixed an issue where we were showing Public Name of the Journey on Timelines attached to the cases rather than Internal name. Now internal timeline will have Internal Journey Name visible.
• We fixed a bug where the Journey Timeline would sometimes load the timeline from the previous Case.

Knowledge

• We fixed an issue with the Suggestions that appear in the external Knowledge library when you return zero search results. We removed the “Suggestions” heading from the unordered list of suggestions that follows for ADA compliance. 
• We updated the Last Updated date format on external Articles from mm/dd/yyyy to Month Day, Year. 

Messenger (Web)

• We fixed an issue in Google Chrome where Messenger would periodically disconnect from the chat and future chat messages would fail to send. This occured when Chrome would disable the tab and put it in an inactive state. We added new functionality to keep the chat session alive even when the tab goes inactive so that messages continue to send after the session is reactivated. 

Tasks

• We fixed a bug that prevented users from selecting PM when adding a Task due date. You can now select AM or PM when adding a due date and time.

Salesforce Connector

• We added a toggle on the Salesforce integration to allow data to sync from all Teams across your Organization rather than being limited to a single selected Team. You can still optionally filter the connector down to specific Teams if desired.

Settings

• We removed the Auto Assign First Contact and Auto Assign Sponsor fields from Team settings.

Security

• We added additional security controls around user password encryption.
• We improved the security controls around cross-organization ecosystem Cases being created from the Phone API. Cases can no longer be created with cross-organization relationships when the Sponsor Team ID is left blank.

Release Date: 12/12/23: 

CX Manager

Cases

• We updated the sort order of Cases when a user clicks the View All button on the Case section of the Customer panel in a Case. Cases will now be sorted by created date with the newest created Cases at the top of the list.
• We improved the UI so the Location Block Card information (configured in Settings) is always displayed in the Customer panel of the Cases screen.
• We fixed a bug where setting the Category field to Required to Resolve in a Case Layout was not working properly. If you set the Category field to Required to Resolve, you will not be able to resolve a Case if that field is left blank.
• We fixed a bug where searching in the Cases search bar was returning no results when searching from a screen that has a Group By filter applied. You can now search from any Cases View and get search results returned.
• We fixed an issue where the last activity was not showing on all Case Cards in a Case list.

Communications

• We fixed a bug where SMS messages were able to be sent out from certain Organizations even if an SMS integration was not enabled. If your organization does not have an SMS channel enabled, you will no longer be able to add an SMS channel to a Case.
• We removed the automated bot messages in chats (for Support Cases) that users were not able to control.
• We improve the performance of loading chat messages in the communications panel

Knowledge

• We fixed a bug where some of the modals in the article editor were being cut off. All models will now appear centrally in the editor window so all information and actions are accessible. 
• We improved the focus states of accordions and the headers in the “What’s in this article?” section when viewing an external Article. The focus state is now visible around the entire element. We also removed the focus state from text written using the Code format.

Journeys

• We added relative due dates to Tasks on a Journey to allow teams to have more control over the speed of progression of a Journey. The due date of the Task is set relative to when the Task is created. 
• We created a Journey Summary component that visually summarizes where the Journey is in the overall process.
  
• We fixed an issue where the latest published revision of a Journey was not always visible on the Case Timeline view.
• We fixed an issue where the unsaved changes prompt in the Journey Builder was showing when no changes were being made.
• We fixed an issue in the Journey Builder that prevented more than 20 teams from showing in the Owner Team picklist when configuring a Task. You can now assign a Task from a Journey to any Team in your Organization.

APIs

We updated the /lookupByExternalId endpoints to use the context Organization and not the authenticated Organization. This enables Service Provider Organizations to match and update customer data on behalf of their partner organizations when granted proper access.

Security

We resolved several routine security vulnerabilities.