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

Release Date: 06/09/2026: 

This release focuses heavily on improving system stability, fixing known bugs, and enhancing specific communication and knowledge base functionalities. Here are the key changes in this release.

CX Manager

Communications

• Improved Email Formatting: Outbound email templates can now be updated to have the signature appear directly under the latest message rather than at the bottom of the full thread. This can be done by updating the tokens in your email template. While we kept the current CHAT_EMAIL token as it is to limit disruption, we added EMAIL_LATEST and EMAIL_HISTORY to allow you to customize exactly how you want the last message the history to appear in the email body.
• Faster Chat View Performance: Fixed a bug that was causing Chat Case Views to load slower than other Views.
• Duplicate Case Prevention: Fixed an Exchange forwarding loop issue that was bypassing loop detection and creating duplicate cases when some inbound emails were received.

Cases

• Log Activity Alignment: Improved log activity consistency by aligning the "Reopened" issue log events between the user interface and the API.

Automations

• Automation Accuracy: Fixed a bug where the "Case Modified" automation trigger was incorrectly evaluating exact issue tag matches. When an Automation was triggered by Case Modified, any condition using Case: Issue Tag failed evaluation and returned false, even when the current tag value matched the configured comparison value. Now automations with those conditions will be properly executed.

Knowledge

• Knowledge Base Styling Updates: Enhancements to how articles are previewed and styled internally and externally to ensure a consistent appearance. This will only be updated for Libraries that are using the default Modern theme without any customization.
• Search Improvements: Resolved an issue causing high latency and errors within the production search index, resulting in a more reliable search experience.

Messenger (Web & SDK)

• Link UI Improvement - We updated messages shown in Messenger to automatically linkify links shared in plain text. 

Forms

We have released over 20 updates to our new Forms product and we'll post a separate release note on those updates shortly.

We have been hard at work updating all the workflows in the new CXME UI over the past few months. While the application is in Beta we have not been posting release notes for each update, but we will start posting batches of small updates in addition to major new features that are released.

Here are the updates since the beginning of April 2026.

CX Manager

Shortcuts & Navigation

• Added Control + Shift + E to open the Edit All Case Fields Drawer (when Case Details is visible).
• Added Control + Shift + L to open the Change Location modal from a Case.
• Added Control + Shift + C to create a new case from anywhere in the application.
• Added auto-focus on the search/filter field for select and multi-select fields so you can type immediately upon clicking.
• When opening the Product Drawer from the Add Product button, it now auto-focuses on the search field and allows for keyboard arrow navigation.
• Added the ability to open old checklists/forms directly from the activity timeline in a modal.
• Set a default value of "Me" for the Return To field in the Waiting modal to reduce clicks.
• Set a default value for Waiting Time to "Tomorrow at 9am" to simplify date/time editing.

Case & Location Management

• Dynamic Case Cards: Added custom/dynamic case card fields (from Settings) to the small case list cards and case header (up to two fields).
• Added Add Contact and Add Product buttons to the Case Edit All Fields drawer.
• Added access to Embedded Apps from the Locations screen, including auto-population of customer info like MID for pre-filtering data.
• Added validation to prevent creating a View name that matches an existing system, shared, or personal view.
• Added Org avatars back to the Change Location modal and optimized it to remove the initial API call for faster searching.

Performance & Stability

• Optimized picklist field loading and Inbox components (views list, comm pubsub) to reduce memory usage and lagging.
• Updated field saving logic: If no changes are detected when clicking out, the system cancels instead of making an unnecessary API call.
• Improved the virtual scroller and added general memory usage reductions across the app.

Bug Fixes

• Fixed a bug where Case Exports failed with only one field; the system now appends Case ID automatically.
• Fixed checkbox selection issues when multi-selecting cases for a merge.
• Fixed a bug where unsubmitted notes would carry over when navigating to a new case.
• Fixed restricted Tags showing when the Category field was blank; they now only show for defined Categories.
• Fixed rendering issues for < and > characters and HTML artifacts in search results or resolution notes.
• Fixed UI issues where fields "bounced" on small screens or text was cut off on thin panels.
• Fixed the Owner User sort by adding "Unassigned" labels and consistent avatars.

Tasks

• Updated Task Views to load much faster using new search APIs.
• Updated Task Cards with a status button, allowing you to set the status directly from the card.
• Added back the My Team's Unassigned Task view and All Open Task view, both with significant performance improvements.

AI

Agent Capabilities

• Multimodal Context: Article Writer and Copilot agents can now understand and use uploaded images, files, and URLs as context for their answers.
• Task and Journey Integration: Added open task and journey data to case summaries when the tool is enabled on the Summary Agent.
• Added back Sources in Copilot responses for better transparency.
• Added the ability to copy/paste files directly into Copilot sessions.
• Fixed an issue preventing the Draft Article from Case agent from working for service provider organizations.

Article Writer Improvements

• Significant reduction in hallucinations; the agent now accurately adheres to the specific language of provided text, files, and images.
• Added Track Changes for Article Writer Copilot so users can review and accept/reject edits.
• Added a Draft Article button to Case Actions to instantly generate an article from case troubleshooting details.

AI Studio & Cost Management

• Updated the Workflow visualization in AI Studio with improved UI.
• Fixed an issue where the total cost was showing an incorrect value.
• Added the ability to save a monthly spend limit across all AI use cases.
• Updated guardrails to allow agents to answer questions about any content, images, or files provided in-session.
• Added a UI check to prevent deploying an agent without a model selected.
• Fixed a bug where agents couldn't be "Undeployed" quickly.
• Updated the Content Sources UI in AI Studio with clearer descriptions.

Communications

Email Composer

• Updated the composer to support nested lists (Tab to indent, Shift+Tab to un-indent).
• Added a Contact List popup in the To/CC fields for quick selection of contacts associated with the Case/Location.
• Enhanced table formatting when pasting from Word, Excel, Docs, or Sheets and removed excess borders on secondary tables (signatures).
• Properly rendered UTF-8 characters (e.g., arrows in pasted accordions) in the message display.

Fixes

• Fixed a display issue specifically for emails sent from certain 3rd party systems with custom css.
• Added the ability to attach files to Quick Replies in CXME.

Connectors

• Updated marketplace routing so it now defaults to the Configured Connectors tab instead of Available Connectors.

Settings

Layouts & Tables

• Fixed a bug where resetting card/table layouts wouldn't fully clear the template or would carry over previous fields.
• Fixed a bug preventing layouts from saving with 0 fields.
• Fixed a bug where searching "Available Fields" on layouts was non-functional.

Permissions & UI

• Updated the primary Settings icon to show for any user with "Manage Forms" permissions, enabling form data exports.
• Made section headers in General and Security sticky on scroll.
• Fixed a bug where the System Admin Role would occasionally show no permissions instead of all permissions.
• Added the Custom Email Domain field to appv4 Email Configuration.

Knowledge

General Updates

• Added an Owner field to Articles, allowing each article to have a designated owner.

Editor Improvements

• Updated Froala to v5.1 for improved stability and bug fixes.
• Fixed a bug where the AI assistant modal blocked Control + Shift + Arrow highlighting.
• Fixed a bug where AI "Actions on Highlight" blocked standard text editing.

Bug Fixes

• Fixed a bug where using Control + K recently viewed items failed to route to the new article.
• Fixed a bug where article layouts would break or fail to resize on small screens.
• Fixed an issue where editing a cloned article title/subtitle would sometimes be lost on save.
• Updated "Contains," "Empty," and "Not Empty" filters with icons to prevent text cutoff.

Release: May 7 2026

CX Manager

• Fixed a bug with the password reset flow in the new CXME UI so you can now reset your passwords from the new user interface

Journeys

• We added the ability to archive a Journey in the journey builder. Once archived, no new customers can go into that Journey and the journey will be hidden from the main journeys list, but can be found through a filter. A Journey can be unarchived and updated if needed.
• Fixed an issue where tasks would sometimes not get created when used in parallel steps in a journey
• Fixed an issue where the closeout action sometimes did not properly close out a journey
• Fixed an issue where the loading spinner on automation actions on the journey timeline would sometimes not go away

Forms

• Fixed a bug where multi-select picklists didn't show on Forms when opened on a Case
• Fixed an issue where signatures on Forms did not properly save on submission

Knowledge

• Fixed a bug where opening a file from the article preview screen would sometimes result in a 403 on first attempt
• Added an Owner field on Articles that allows you to define owners for each article for easier filtering and workflows

Connectors

• Added Embedded Apps to the Location screen in addition to the Case screen
• Added a Calendly embedded app (full release post and documentation to come soon)
• Fixed a sporadic sync issue with the jira connector
• Implemented caching on our non-api connectors
• Updated Zoho connector to allow creating docs and hardened core flows

Tasks

• Added In Progress and On Hold statuses to Tasks and you can now set the status of the task from the list or the case

Reporting & Dashboards

• We launched Journey and Task analytics to give you near real time dashboards for your Journey and Task data. This includes overall stats, detailed insights, and friction points to help optimize your workflows. We are rolling this out now so please let us know if you would like access to these dashboards.
• We added to ability to add Case and Location data to your Journey and Task dashboards to bring additional insights into the your data.

Security

• We updated our CSP policy for improved security

Release Date: 04/21/24: 

CX Manager

• Added the ability to use custom fields in Email Templates. Previously only standard fields were available.
• Fixed a bug where the Email from Chat Room email template was not respecting the filters for Owner Team on a Case. It will now use the proper email template based on the Owner Team of the Case.
• Fixed an issue where cloned Cases from inbound emails to closed Cases were sometimes being assigned to the incorrect Owner Team.
• Fixed an issue with outbound emails sometimes not appearing in the message history. We will continue to harden this specific flow.
• Improved the loading time and process for email history on Cases.

Knowledge

• Migrated all Knowledge Libraries from the default theme to the modern theme for bug fixing, performance improvements, and design updates.
• Fixed a bug related to accessing internal articles for non content editors when the Article was restricted to certain Teams.

Journeys

• Fixed a bug where Tasks in multiple Parallel Steps would not all get properly created as the Journey progressed.
• Fixed a bug where Automation loading spinners on the Journey Timeline sometimes would not disappear when the automation completed.

Forms

• Fixed a bug where signatures were not properly saving and exporting on Form exports. 

APIs

• Updated API/v3 to allow cutomers/location/put and customers/user/put APIs to accept requests without customer_id when id is provided. This will help integrations where a Location moves to a new Customer and the original Customer ID is no longer valid.
• Added SAML SSO integrations for the new CXME application along improved SSO configuration workflows.
• Reduced the latency when redirecting a login after successful SSO login
• Improved the resiliency of our eventing system.

Data

• Fixed an issue where email transcripts were not always being included in AI-generated Case Summaries.

Reporting & Dashboards

• We are in the process of launching our new Journey and Task analytics data and pre-built dashboards. We will be rolling these out over the comings weeks.

CX Manager

• Improved the workflow for handling inbound emails to closed cases with proper case cloning and linking to the cloned case.
• Fixed an issue where new users created with only numbers in their user ID would encounter errors on daily use of CXME.
• Fixed an issue where some phone transcripts were not properly saving on a Cases.

Forms

We recently launched our new Forms product including a new drag and drop builder, customer-facing forms with enhanced styling, and customizable themes and branding options. We'll post a full update on this soon.

Knowledge

• Improved knowledge search by adding case insensitive matching and increased title matching boost to the algorithm.
• Improved HTML and CSS styling in knowledge articles, leading to fewer overrides, improved formatting, and cleaner code for editing.

Journeys

• Added custom status mapping for journey actions to have more control over exactly when an action progresses in a Journey. 
• Improved styling of Journey builder and timeline with new component updates.
• Added search and filters to the journey builder list to make it easier find the journeys you are looking for.

APIs

• Updated api/v3/issues/put to allow the waiting_reason field to be set via API to control the ready/waiting workflows via API.
• Updated the case created and updated webhooks to pass journey ID with the payload.

Security

• Improved security for SAML SSO related to IP whitelisting.
• Improved security for file downloads to prevent unauthorized access to files.

For the past few years, your feedback has been the blueprint for our evolution. Today, we’re incredibly excited to pull back the curtain on the latest CXMEngine update. This is more than a UI refresh - it’s a foundational rebuild to deliver greater speed, personalization and flexibility to support a stronger AI-first future. 

Here is a quick overview of what you can expect to see. 

A Modern, Flexible Workspace

We’ve introduced a brand-new design system that is modern, clean and ADA-compliant out of the box. This system is consistent across every module, ensuring a seamless experience as you move across the platform, including:

• The Inbox Experience: We’ve unified My Work, Case Lists, Task Lists, Journeys, Customer Profiles, AI Copilots, Embedded Apps, and Knowledge Delivery into a single screen. This is your new single pane of glass, designed to give you more information with fewer clicks.
• Flexible Layouts: Every user can now personalize their UX. Use blocks to collapse or expand data by object type and customize case layouts to fit your specific workflow.
• Dedicated Customer Screens: We’ve added new, granular screens for Customers, Locations, and Contact, giving you more control over your data than ever before.

• Refreshed Modules: 

  • Communications: A major UX overhaul makes email, chat, and SMS threads more integrated and easier to use.
  • Journeys: New rollup views on customer profiles and a redesigned timeline and builder interface.
  • Knowledge: A cleaner editing window with smart formatting that automatically converts content into your CXMEngine style guide.

Speed Without Compromise

We know that in customer experience, every second counts. That’s why we’ve optimized the architecture to ensure the interface is as fast as your team. 

• Faster Load Times: Through optimized lazy loading and a streamlined UI, screens pop instantly and the application is 50% faster to load.
• Better Information Architecture: We’ve reorganized modules, updated field naming, and added tooltips throughout. This makes the platform more intuitive for veterans and significantly faster for onboarding new users.
• Keyboard First: You can now use Cmd + K (or Ctrl + K) to open search, take quick actions, and navigate the platform without ever touching your mouse.

Powerful Forms for Streamlined Data Capture

Our Forms product has been completely reimagined to be the best-in-class experience for your customers.

• Deep Ecosystem Integration: Forms are now natively tied to cases and journeys. This allows for data pre-population on journeys so customers don't have to re-type what you already know. It also ensures form submission data is instantly accessible in future steps of a journey.
• Drag-and-Drop Builder: Use over 60 elements to build complex workflows without writing a single line of code.
• Brand Extensions: Extensive theme customization ensures your customer-facing forms look like a native part of your brand.
• Save and Return: Customers can now save their progress on a form and return later - significantly reducing drop-off on complex onboarding journeys.

Your AI-First Command Center is Here

While the UI is the most visible change, the most powerful change is under the hood. AI is now natively integrated into the core of CXMEngine.

Introducing AI Studio

The new AI Studio is your command center for the next generation of CX. You can now build, test, and iterate on AI agents with full observability. With AI Studio, your organization enjoys: 

• Multi-Model Approach: Choose the model that fits your needs or Bring Your Own Key (BYOK) to aggregate usage in one place.
• Agent Configuration and Types: Deploy customer-facing Chat and Voice Agents, or empower your team with Copilots that provide brand-accurate responses in an instant. Enjoy total control over prompts, rules and training content. 
• Intelligent Routing: AI agents can take the first pass at an inquiry and escalate to a human only when necessary - with a full summary ready for responding teams.
• Observability and Feedback: Dive deep into the inputs and outputs of every interaction via trace data to see exactly how an agent responded and why. Use the feedback loop to suggest rules on your agent, add content to your knowledge base or create tasks for subject matter experts to fill knowledge gaps.
• Evaluations and Analytics: Run test datasets to validate agent responses before deploying and track response quality and monitor production data for guardrails like PII.

Native Intelligence at the Point of Work

AI is now natively integrated into every workflow across CXMEngine, living exactly where you do your work.

• Comprehensive Summaries: Quickly digest long email threads or complex case histories. The AI generates concise summaries so you can get up to speed in seconds rather than minutes.
• Customer Summaries: Get a granular summary of a customer’s current sentiment and their entire history with your organization.
• AI-infused Communications: Summarize emails, generate draft responses, reformat replies into your brand voice, and check grammar in the click of a button.
• Smart Knowledge Conversation: Automatically convert third party HTML (from Word or Google Docs) into your CXMEngine style guide for perfectly formatted articles every time.

Additional Updates

You will also notice some  subtle improvements in your experience, including:

• URL Deep Linking: Every specific area of the app now has a unique URL. Bookmark a specific record or layout and return to it with a single click.
• Pinned Communications: You can now pin communication threads to the bottom of your screen. Manage multiple chats or emails simultaneously while navigating other parts of the app.
• In-Line Editing: No more hunting for Edit buttons. Click directly on a case name or field to update it instantly.
• Quick Links: Direct access to live chat support, status pages, and recent updates is now baked into a new integrated menu.

Ready to Dive in?

This release sets the stage for everything we have planned for 2026. Your environment has already been updated to this latest version, so you can dive in right now. We recommend starting with the new Inbox to see how the single pane of glass changes your daily flow.

We recently added a new feature that will enhance your customer's and team's experience when searching for articles on our external knowledge sites. 

Advanced Search Filtering

Advanced Search allows users of the external knowledge sites to filter their search results using specific labels. This means they can find the information they need more quickly and efficiently, with results that are more refined and relevant to their needs. 

Improved Search Algorithm

In addition to adding the improved filtering functionality, we also revamped our search algorithm for both speed and quality. You will now notice that search results are being returned faster and the results should be more accurate in terms of the order they are returned in.

We will be rolling out this update to everyone over the coming weeks. This sets the foundation for continual search improvement, and we believe this new feature will make navigating our knowledge sites easier and more effective. 

Give it a try and let us know if you have any feedback on the updated search.

We've been working hard to enhance your experience on our knowledge sites. We're thrilled to announce that we've improved the page load times by an impressive 80%. This means you and your customers can now access the information you need faster than ever before.

We also significantly improve the response time and quality of search results on the knowledges sites as well.

We hope theses improvements makes your time on our sites more enjoyable and efficient. We plan to make a few additional performance-related updates soon and will keep you updated on those. 

Release Date: April 8, 10, 2025

CX Manager

• We updated the font across our application to make the text easier to read at all sizes.
• We updated our Merge Case functionality so now communication threads that have 0 messages will not be merged to the new primary Case. Blank communication threads will now be discarded to avoid clutter on the new primary Case.
• We fixed an issue where Cases were periodically returning from Waiting to Ready before they were supposed to. 
• We fixed an issue where the 'Required to Resolved' toggle on custom Case Layouts was not being enforced on Custom Multi-Select Picklist fields. Now When this toggle is active the Case cannot be resolved until that field has at least one option selected.
• We fixed an issue where filtering a Case by Sponsor Organization would not retain the set filters.
• We fixed an issue with users logging in with SSO periodically needing to log in twice.
• Case Summaries: We fixed a bug where a user sometimes was presented the case summary from the previous case when creating a new case.

Knowledge

• We enhanced the code block styling in Knowledge Articles to make it easier to document, share and use code in Articles. There is a new Insert Code item in the menu, which will add a code block to your Article.
• We fixed an issue where pasting content into a Tab Body could break the tab layout. Now pasting into a Tab Body will retain the structure of a Tab.
• We fixed an issue where pressing Enter in a Tab or Accordion body would create a separate body rather than staying in the same body and going to the next line. Now pressing enter in a Tab or Accordion body will move the cursor to the next line within the same body.
• We fixed an issue where rows in tables alternated colors even when you have the Alternate Rows setting off.
• We fixed an issue where the layout would break when adding an Accordion or Tabs to a List or a List to an Accordion or Tab body. Now both will work as expected.
• We fixed an issue with the vertical spacing of bullets in the Article editor where the first indented item in a list would have less spacing than the other items.
• We made it easier to select and edit the Accordion Name without breaking the layout.
• We removed the menu option in Articles to style links since that styling is handled in the global CSS file.
• We updated Accordions and Tabs to make it easier to select the Header and Body text.
• We updated Accordions and Tabs to show alternating colors between rows to make it easier to differentiate between them.
• We updated the structure of Tab titles so they are easier to edit without breaking the subsequent tabs.
• We updated the styling of Tabs so the Tabs on the second row don't change position when the tabs on the first row are selected.
• We upgrade our Knowledge Article editor to the latest version, which included several enhancements, including, improved pasting images, pasting from MS Word docs, formatting of pasted bullets, bullet indentation, issues with the sticky toolbar, and more.

Journeys

• We added the ability to Clone a Journey. This includes cloning all Stages, Paths, Steps, and Actions as well as all Revisions. To clone a Journey, open the Journey you want to clone and select Clone to New Journey from the Options menu. You can also clone a Journey from the menu button on the main Journey list. 
• We fixed a bug with the spacing of Action names on the timeline. Action names will now appear on the same line as the Action icon.

Integrations & APIs

• We launched our Zoho Connector and you can read out it here. 
• We improved the performance of our /issues/put endpoint

Toolbox Application

We fixed an issue with mobile notifications not sending on the Toolbox application.

Reporting & Dashboards

We fixed an issue where users sometimes received an error when trying to edit dashboards inside CXME.