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.

As OvationCXM grows and evolves, we have shifted our mobile focus from generally available support applications to more flexible, configurable, and developer-friendly mobile support SDKs to provide you with the ability to design and implement the exact customer experience you want to deliver on mobile.

With this in mind, we have decided to deprecate our Connect mobile applications on iOS, Android, Poynt, and Clover. 

Effective June 30, 2023, the mobile applications will be removed from the Apple App Store, Google Play Store, Poynt Marketplace, and Clover Marketplace. The application will continue to function until September 30, 2023, at which point it will be shut down.

To facilitate a smooth transition, we recommend taking the following actions:

1. Remove References to Connect: Identify all references to downloading the Connect application on your website and documentation and remove these references.
2. Migrate to Mobile SDKs: If you still use the Connect application to support your customers, you can use our mobile SDK to create more integrated and customized experiences for your customers on iOS, Android, or Cordova. If you are interested in our SDK for Clover, please contact us.
3. Reach out for assistance: If you encounter any challenges during the migration process or have questions regarding our SDKs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you.

We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these mobile applications, we can focus our resources on enhancing other areas of our product to better serve your needs.

Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated mobile experiences will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us.

Release Date: 01/20/23

CX Manager

• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View
• Updated the Case Layout logic to make the Owner Team field on any Case or Work Order Layouts required to save or resolve the Case
• Fixed an issue where the correct Resolution Status was not always showing
• Fixed an issue where the expand/collapse button on the Case Panel (Panel 2) of a Case was not collapsing the panel back to its original size
• Fixed an issue where clicking Cancel during the Change Customer flow on a Case was brought back to the Case List instead of remaining on the Case
• Fixed an issue where the Escalated icon did not display on a Case until after a user refreshed their browser
• Fixed an issue where clicking the Edit and/or Resolve button on the Journey Tab of a Case didn't work
• Fixed an issue where Section and Blank Spaces on Layouts were not showing on our updated Case Management screens
• Fixed an issue where the Location card in Panel 1 of a Case was blank if the Customer had more than one location associated to it
• Fixed an issue where creating a Case from the Customer Card ellipses menu > Create Case or Create Work Order didn't display the Case Events or Case Details on Panel 2 of the Case until you manually refreshed your browser

Knowledge

We fixed a bug where adding a word in between curly brackets was not showing up in the external article because it was being confused for a token.

Integrations & APIs

Fixed a bug where Notes were not being added to theh Events timeline from the Phone API. Notes can now be added for the AgentAnswer, AgentHangup, and QueueExit API calls.

Messenger SDK

Fixed a bug where the mobile SDK would sometimes hang or crash on the customer rating screen.

Virtual Assistants

• Added the new Sentiment Analysis logs to the Bots Activity Table
• We made Bots Training more consistent in terms of memory usage and time to completion by now training in batches
• Fixed an issue where Bot trainings were failing for large Bots ("Training Timed Out") due to a large load from the confusion matrix
• Fixed an issue where Bots were giving entity type errors when trying to again train the pre-trained entities
• Fixed an issue where Bots were showing the same flow name as two different options when clarifying topics in conversations

Release Date: 07/05/22: 

CX Manager

Communications

• Fixed a bug where emails sent from the platform would display  symbols in the email threads
• Fixed a bug on Automation Engine that prevented emails from being sent to Customers and Users
• Updated how secure links open in the Platform so they open in a new tab instead of opening in the existing tab 

Cases

• Fixed a bug where Cases set to Waiting for a specific set of time were returning to Ready status early without any input or change on the Case
• Fixed a bug where users were not required to input a Waiting For reason when setting a Case to Waiting even though the field is marked as required
• Fixed a bug where setting a Case’s Resolution Status to Unresolved moved the Case directly to Closed instead of moving it to Resolved
• Fixed a bug where the timestamp on the Events panel of Cases would be slightly cut off on small monitors and/or 720p resolutions
• Fixed a bug where the type-to-search for Owner Users on Cases was not working when using the Assign a Case action
• Removed the Customer Name prefix from the top of the Customer Location panel to reduce confusion for Users
• Fixed a bug where clicking on a Case card in Global Search would sometimes not open the Case

Knowledge

• Fixed a bug in the external Knowledge Library where Labels and Sub-Labels were sometimes misaligned
• Fixed a bug where H2 headers in the Articles editor were not wrapping correctly
• Fixed a bug where the What's In this Article section could break in the modern theme and become un-scrollable and overlap with other elements on the Article
• Fixed a bug where the main Edit Toolbar in Articles would sometimes disappear when a sub-toolbar menu was expanded

Smart Buttons (Web & SDK)

• Added a feature to enforce a customer selection on the SDK configuration to make sure customer-dependent SDK workflows do not break at runtime
• Fixed a bug where changing the Route Issue To field on WebChat Configurations didn’t save consistently

Virtual Assistants

• Updated the Last Trained date/time format to make it easier to quickly read

Integrations & APIs

• Fixed a bug where Cases created through the Phone APIs were not always creating Cases attached to Customers that matched the phone number passed via the API but instead creating a dummy Customer in the platform

Reporting & Dashboards

• Fixed a bug where the Sponsor Org, Sponsor Team, and Owner User filters in the Reporting Engine were showing blank picklist options
• Fixed a bug where IDs (tag, label, etc.) were previously not rendering in the exported report

Release Date: 06/21/22

Knowledge

• Fixed a bug that prevented Knowledge Editors from nesting lists in Articles upon indenting
• Fixed a bug that prevented Editors from changing the formatting of ordered sublist without affecting the entire ordered list

Journey Orchestration

• Fixed a bug so when you select an Alert Template under Send Email to Customer in the Automation Engine, it now saves the correct template and will send it to the Customer when the Automation runs

Smart Buttons (Web & SDK)

• We released new versions of all SDKs and mobile applications that have enhanced chat performance and reliability

Virtual Assistants

• Made some UI change to builder Nodes, giving them rounded corners as well as updated styling for the Start and End Nodes
• Made further UI changes to User Response Nodes, ensuring that the grey background is full width of the Bot Message node
• Updated the outline color of Nodes and the connector lines on button click

Reporting & Dashboards

• Fixed a bug where filtering a report by the "Resolved" or "Created" field included a non-optional time stamp. The timestamp is now optional with these filters.

Admin & Settings

• Fixed a bug where the Unsecure File Types field in Settings was not allowing Unsecure Files of the types specified to show in the Platform

Release Date: 04/29/22

CX Manager

Communications

• Fixed a bug where incorrect character symbols were sometimes displaying in emails coming from the platform.
• Fixed a bug where some email cases were not reopening when an email was received that matched the subject of that email case.
• Fixed a bug where text was not wrapping on the transcript files generated on Cases.
• Fixed a bug where users were seeing “Message content cannot be displayed. See full message detail” in the communication panel of some Cases.
• Fixed a bug where sometimes claiming a chat would cause the chat tile to disappear from the app header.

Cases

• Fixed a bug where a user sometimes could not remove a Collaborating Team from a Case
• Updated our Events timeline to allow for a horizontal scroll when fixed width tables are included as Notes that extend past the edge of the column.
• Updated the required field logic to ensure all field types validate against requirements set on the Case Layout and display an interface change when Cases are saved or resovled with fields that don't meet the requirements.
• Updated the display of fields that are set as read-only on the Layout setttings.

Search

• Updated our Phone search matching to allow for matching on additional formatting options, including numbers with no layouts (e.g. you can now match 9785001234 where previously it required additional formatting such as 978-500-1234).
• Updated exact match search results and sort order to ensure the highest ranking search results are displayed at the top of the list.
• Fixed an issue where searching for a 10 digit MID would not appear in search results. We also enhanced our partial matching on the MID field as well.

Knowledge

• We added spell check to the Knowledge Editor.
• We updated the layout of the Article Events Timeline by adding icons, headers and metadata that will help editors understand the events surrounding an article. We will make additional updates to the body of each event to provide further clarity on every change that occurred on an Article.
• We added the Article Title and Subtitle to PDF exports from an Article.
• We updated the text on the "You do not have access to this content" landing page on the external Knowledge Library.
• We upgraded our Article HTML editor the latest version which will enhance functionality of the editor and fix a number of small bugs.
• We updated the list styling in the Knowledge Editor with better spacing and alignment to more closely align to the external Knowledge Library view.
• Fixed a bug where the 'Last Edited' and 'Last Published' fields were not showing up correctly in Knowledge reports.

Journeys & Automations

• Increased total available Automations from 20 to 50.
• Added a delete / change action on the Journey tab so users can remove a Journey from a Case or change to a different Journey.

Integrations & APIs

Connectors

• Updated the Zapier application to hide a few non-functional Triggers and Actions.
• Fixed a bug with Create Case, Create Location, and Update Contact actions on Zapier connector where the data was not flowing to Boomtown while setting up a zap. 

APIs

• Implemented a new API for moving Locations from one Customer to another.
• Fixed an issue where importing Products via API were incorrectly matching to existing Products.

Smart Buttons (Web & SDK)

• Fixed a bug where the SDK Availability was always set to "During Business hours"
• Fixed a bug where the user was able to select inactive and pending forms in SDKs and Webchat setup.

Admin & Settings

The Manage Teams, Manage Users, and Manage Reports permissions have always been sub-permissions to the Edit Organization Settings permission. With this release we are updating the Team, User and Reports permissions to be standalone so users can have those permissions without requiring the Edit Organization Setttings permission. 

We also updated the Add Shared Views permissions to enable users without this permission to still create Private Views that cannot be shared with others users.

Performance

• We released a few performance optimizations that reduced the load times of the Customers list as well as the Global Search results.

Release Date: 3/29/22

CX Manager

Communications

• Fixed a bug where page and line elements on emails around a URL were showing the HTML elements within the communication panel.
• Fixed a bug where sometimes email messages were not showing in Col3 when the user received a timeout message
• Fixed a bug where messages in the Team Chat room were sometimes not showing up for all users until the user refreshed the screen
• Fixed a bug where new chat tiles were sometimes not showing until a user refreshed
• Removed a message prompting customers to download the Connect application once a field service dispatch job is scheduled
• Renamed the global Team Chat room currently called "{Organization Name} (Knowledge Room)" to "{Organization Name} (All Teams)"
• Removed a limiter that was capping Quick Replies from Suggestions at 160 characters
• Fixed a bug where tokens were not always working inside Quick Replies
• Fixed a bug where SMS bots would show up for Customers but sometimes not show for internal users

Cases

• Fixed a bug in the Case Events timeline where adding Notes without spaces did not wrap, causing text to go off the right edge of the panel
• Fixed a bug where schedulers were not able to progress through the steps and were throwing an an Unable to create case error.
• Removed the default email alert that sends when a Case changes from Waiting to Ready. Users can optionally opt into these emails by going to Users > Notfications
• Updated multi-select fields so the tag options will appear after clicking into the field so you don't have the click on the arrow on the right side of the field
• Fixed a bug where a user would sometimes get an error stating, "A Exception has occurred" when saving a Case
• Fixed a bug that occured when a user changed the operator on a filter for Case Views from 'is equals to' to 'is empty' - it retained the value that was previously set on the filter
• Fixed a bug that prevented the State field from populating on bulk customer imports
• Fixed a bug where the Details tab was mis-aligned when clicking on a Location card in the Customer panel

Integrations & APIs

Connectors

• Added a feature to the RingCentral Connector to attach an MP3 recording of the call to the files tab on the case
• Fixed a bug where Cases synced from Boomtown to Salesforce were sending duplicate requests to Salesforce (one for created and one for claimed)
• Previously our SAML2 SSO integration required an email domain list to function.  If it was empty, the integration assumedit is disabled.  We updated our SAML2 SSO integration so that the email domain list is no longer required. If it is populated, it will still support the redirect of Boomtown-initiated logins to your SAML2 IDP. It will not function as a whitelist of domains allowed to authenticate, as we will shift that responsibility to the organization-level settings where we already have a valid email domains list.

APIs

• Added the ability to to view picklist options when requesting custom schemas on APIv3
• Fixed a bug where issues/status/history/{issue_id} was returning a 500
• Fixed a bug where /issues/file/upload/${issueId} was not accepting files
• Updated /issues/create to prevent importing a Case without a Location
• Updated /locations/put to enable teams to create Locations without a "Default User"

Knowledge

• Updated the "What's in this article" section on external Knowledge Articles to exclude H1 tags from embedded Articles within the main Article
• Updated the label tree so if you add an Article to an additional label without publishing, the article is now listed under the newly added label as Pending Draft (with accurate counts) and is not displayed in the label on the external Knowledge Library. Previously the Article would not show up in the label tree until you published the Article, making the Pending Drafts hard to find.
• Removed the extra search icons from the search bar and top navigation menu on the external knowledge base

Reporting & Dashboards

• Updated Journey fields on the Case Reports to show the Label for Journey Stage instead of the API Name. We also added Journey Name and Time in Stage as new available data columns
• Updated the View Dashboards permission to hide the Dashboard option in the left navigation bar for users that don't have this permission enabled

Smart Buttons (Mobile SDK)

• Fixed a bug where a Customer wasn't always able to end a conversation with the End Chat button in the mobile SDK
• Fixed a bug where chat tiles were not always poping up in real time for mobile SDK chats
• Fixed a bug where the forms with parent/child fields did not work properly in the Android SDK

Admin & Settings

• Email address is no longer a required field in the bulk importer. The same email address can also be used for different customers. These updates will help relax the validation criteria for bulk imports making it simpler to important customer data.
• Fixed a bug in Alert Templates where HTML formatting was not always saving
• Fixed a bug where users would get prompted to update their password when logging into Boomtown immediately after updating their password
• Removed the requirement to populate the Email and Phone fields when creating new Teams

Security

• Fixed a cross site scripting (XSS) vulnerability identified during our regular security scans
• Added .DMG files to the list of blocked file types for security purposes and also updated the the error message for when when a user tries to upload a restricted file type to the platform

Release Date: 2/15/22

CX Manager

• Added a Files tab to Locations to allow users to see all files from Cases related to a Location. We've excluded the following files from the Location's Files tab to reduce clutter: JPGs, PNGs, and transcript PDFs from communication channels.
• Updated our outbound emails to have better formatting when rendered in plain text (instead of HTML).
• Fix a bug that caused users to periodically receive ‘Failed to Send Message’ errors when sending emails and chats from a Case.
• Fixed a bug where some messages were not getting logged in the communication transcript PDF when a case was resolved.
• Fixed a bug where the Layout Editor only showed the first 50 fields added to a layout. 
• Fixed a bug where adding a line break on a Object Layout would only add a dot instead of a full line.
• Inbound Email Cases will no longer show up in the 'Unclaimed Queue' in the app-old.goboomtown.com interface. They will still show in the Cases list.

Knowledge

• Updated our external knowledge base so when accessing your site via an SSO link, the system uses an SSO Token.
• Updated our knowledge base to allow organizations to easily customize the Content Security Policy header for each knowledge library.
• Fixed a bug where copying and pasting content from some Word documents into an Article would cause an endless spinner and result in the content not being copied over.
• Fixed a bug where Articles shared in a Partner Ecosystem were no longer accessible to all users in that Ecosystem.

Integrations & APIs

• Updated our APIs to allow teams to bulk insert Cases in a Closed status.

Reporting & Dashboards

• Fixed a bug where users were asked to sign in when viewing the Search tab in the Solutions panel of a Case

Mobile SDK

• Fixed a bug that prevented valid JSON configuration files from being generated for some SDKs configurations.
• Fixed a bug where Searching Knowledge Articles from the SDK sometimes did not return any results.
• Fixed a bug where the Journeys menu item did not appear on the home screen or allow the SDK user to view the list of journeys when Journeys were enabled from the Support SDK configurator.
• Fixed a bug where the SDK Phone Support option would open the phone application but didn’t always populate the number that was provided in the configurator.

Release Date: 12/15/21

CX Manager

• Fixed a bug where Case Events related to custom fields being updated didn't show the custom field's name in the timeline
• Fixed a bug where Cases created from inbound phone calls would sometimes get cancelled after a conversion was completed
• Fixed a bug where the Case Details (column 2) of the Case view would sometimes fail to load
• Enhanced performance for our regularly scheduled CRON jobs

Knowledge

• Added additional security measures to videos uploaded to Internal Knowledge Article to ensure they can't be accessed by unauthenticated users
• Fixed a bug where copying and pasting content from Word documents into an Article would cause an endless spinner and result in the content not being copied over
• Fixed a bug where trying to copy content from the same Word document multiple times into a Knowledge Article didn’t work
• Fixed a bug where nested accordions opened when the parent accordion was opened
• Fixed a bug where links used within Article accordions caused the link to display as an accordion instead of a link

SDK

• Updated the Default Customer field on the SDK configurator to allow users to select any Customer in their Organization

Admin & Settings

• Added a new custom field that is a User lookup field. This field will allow you to look up and tag users to the field and display on the different object layouts (Cases, Locations, etc.). This will allow you to create custom user relationships on Customers and Cases such as Sales Representative, Account Manager, Customer Success Manager, etc. 

Release Date: 11/9/21

CX Manager

• Fixed a bug where custom fields with the Type = Date did not filter properly when using Case Filters and Views
• Fixed a bug where switching between different Kanban Case Views didn't update the Case List to the new Kanban view selected

Knowledge

• Fixed a bug where the 'Open in New Tab' toggle was not showing when adding a link to a Knowledge Article

Bots

• Bot Builders can now leverage the "Route Conversation" Action Node to allow end-users to leave a message for Teams outside of hours of operation. This radio button will override global timeout behavior so the Case will stay open for agents to respond the following day during hours of operation.
• Updated Entities to relate to the Organization instead of a specific Bot. This will allow teams to leverage Entity data across multiple Bots and on Cases in the near future
• Fixed a bug where cloning a Virtual Assistant Bot was not cloning all Flows
• Fixed a bug where errors indicators would incorrectly appear on Nodes when you first opened a Flow

Mobile SDK

• Fixed a bug where Issue Creation Forms were not always routing to the correct team
• Fixed a bug where the Sponsor Team field was not properly syncing between the SDK Configurator and the Advanced JSON tab.

WebChat

• Fixed a bug where WebChat Cases were being created with blank Sponsor Teams for Service Provider Organizations
• Fixed a bug where the Route to Team picklist sometimes failed to route a chat to the correct Team