The UPS connector is now available in Connector Marketplace. Now you can see live package tracking on the case, and can optionally map two case fields so tracking number gets passed to UPS on its own and keeps current delivery status on the case.

What’s new

Live tracking on the case. Connect UPS from Marketplace and agents get the current shipment status and timeline in an embedded view on the case. They don’t leave CXM, and they don’t paste tracking numbers into UPS.com. The timeline updates from the mapped tracking number. Extra shipment detail (scan events, location, etc.) stays in that embedded view. We only write current delivery status out to a case field, not the full history.

Auto-track from a case field. Optionally pick the case field that holds the UPS tracking number (standard or custom). When someone opens the case, the connector reads that field and looks up the shipment automatically. No Search click. If you leave this unmapped, the connector still works. Agents can track from the embedded app the way they did before. An empty mapping also no longer throws workflow errors in the background.

Save delivery status on the case. Optionally pick a standard or custom case field for current UPS delivery status (In Transit, Delivered, and so on). Once that’s mapped, CXM writes the latest status onto the case so you can filter views, report, and run automations on it. If you skip this mapping, status still shows in the embedded tracker. It just isn’t stored as a case field.

Both mappings are optional and independent. You can auto-track without saving status, save status without auto-track, do both, or do neither.

How to use it

1. Add the UPS connector from Connector Marketplace and complete the UPS connection.
2. If you want auto-lookup, map the case field that already stores the tracking number.
3. If you want status on the case, map a standard or custom field for current delivery status.
4. Open a case that has a UPS tracking number. The embedded tracker should load the shipment and, if you mapped status, write it to that field.

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 are excited to release OvationCXM Salesforce Managed Package 4.0, delivering greater control over data synchronization, stronger access management, an improved administration experience, and enhanced reliability across the integration.

Package 4.0 builds on the capabilities introduced in Package 3.0. All existing functionality remains available, while this release adds several new tools designed to make managing your OvationCXM and Salesforce integration easier and more flexible.

Advanced Data Matching

Administrators can now create prioritized matching rules that determine how incoming OvationCXM records are matched with existing Salesforce records.

Matching rules can be configured for:

• Customers
• Locations
• Contacts
• Cases

Each rule can include filters, matching policies, and a fallback action for situations where no matching Salesforce record is found. Administrators can choose to:

• Create a new record
• Merge with an existing record
• Prevent the record from syncing

Advanced matching is optional. Organizations that do not configure matching rules will continue using the existing Package 3.0 matching behavior.

Granular User Access

Package 4.0 introduces more precise control over who can access and modify OvationCXM integration settings.

Administrators can now assign access levels that provide:

• Full administrative access
• Read-only access
• Restricted access
• No access

A new Administrator Permission Set provides complete configuration access, while the User Permission Set allows team members to review settings without making changes.

Users without the appropriate permissions will see a clear access-denied message.

Refreshed Settings Experience

The OvationCXM Settings console has been updated to make integration management simpler and more intuitive.

Key improvements include:

• A new Data Matching section
• Simplified configuration controls
• Clearer visibility into initial synchronization status
• Improved read-only experiences
• Faster loading of mapping sections
• Automatic saving of individual mapping changes
• Better synchronization status notifications

The previous Save Mappings button has been removed because mapping updates are now saved automatically as changes are made.

Workflow and Filter Improvements

Creating workflow rules and filters is now more streamlined.

Package 4.0 includes:

• A simplified operator selection experience
• Clearer operator labels and expected input types
• Support for standard Salesforce fields in filters and matching policies
• Improved handling of multiple workflow rules being configured simultaneously

These updates make it easier for administrators to create accurate workflows without navigating additional dialogs or encountering rule conflicts.

Improved Reliability and Error Handling

Package 4.0 introduces several improvements to help administrators diagnose and resolve synchronization issues.

Enhancements include:

• Correlation IDs for tracing failed synchronization requests
• Clearer error messages when a response is unavailable
• More resilient connection-health monitoring
• User-facing notifications when settings cannot be saved
• Full validation of imported configurations before existing settings are changed

These improvements provide greater visibility into integration health and reduce the risk of incomplete configuration updates.

Configuration Export and Import

Configuration exports now include:

• Data matching rules
• Matching filters
• Matching policies
• Fallback policies

The export process also removes incomplete workflow entries, helping ensure that exported configurations can be imported cleanly into another environment.

Upgrade Information

Package 4.0 is designed to preserve existing Package 3.0 behavior.

Advanced matching rules are opt-in. After upgrading, your existing matching process will continue operating until an administrator creates and activates new matching rules.

Before upgrading your production environment, we recommend:

1. Installing Package 4.0 in a Salesforce sandbox.
2. Assigning the new Administrator and User permission sets.
3. Configuring and testing matching rules and fallback policies.
4. Validating synchronization status and error logs.
5. Promoting the package to production after testing is complete.

With Package 4.0, OvationCXM customers gain more control over how records are synchronized, more flexibility in managing administrative access, and a more reliable integration experience.

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’re excited to announce the release of OvationCXM Package 3.0 for Salesforce.
This release introduces Locations as a core capability, improves workflow automation, and delivers critical fixes to enhance stability and reliability. Our goal with 3.0 is to simplify setup, extend functionality, and ensure smoother day-to-day use for admins and end users.

What’s New

• Locations as a Core Capability

  • Manage Locations directly in Salesforce for consistent handling across customers and cases.
  • Automatically assigns a default contact when a Location is created, simplifying case association.

• Customer–Location Mapping Improvements

  • We’ve split Customer and Location object mappings in Salesforce.
  • You can now map multiple Locations under the same Customer, instead of being limited to a one-to-one mapping.
  • This makes it easier to represent real-world hierarchies when managing large or distributed customer accounts.

• Smarter Workflows

  • Location-aware workflow rules let admins build automations that reflect real-world structures.
  • Improved flow templates with Location support to speed up automation setup.

• Enhanced Data Portability

  • Locations are now included in JSON import/export for easier configuration and migration.

• Simplified Administration

  • Location permissions and settings are available by default—no extra setup required.
  • Extended mapping options for cases and contacts.
  • Admin safeguards prevent duplicate object mappings.

Fixes & Improvements

• Fixed an issue where contacts from Ovation were not being created in Salesforce.
• Corrected errors when the same object was related to different entities in object mapping.
• Improved mapping for Salesforce custom objects.
• Resolved workflow index errors affecting some environments.
• JSON imports now retain site name fields properly.
• Fixed record synchronization issues between Salesforce and Ovation.
• Restored visibility of workflow fields when object mappings extend beyond Accounts, Cases, or Contacts.

📥 How to Upgrade

Install the latest package version here.

Release Date: June 2025: 

CX Manager

• We fixed an issue where some cases were not being automatically moved from a Resolved to a Closed status after two weeks. 
• We fixed an issue where periodically some CC recipients on an email thread could be removed from the thread when they were from the same organization as the sender but not a user in CXME.
• We fixed an issue where file previews would sometimes not show when accessing a file from a Case.
• We fixed an issue where clicking into a View that had grouped results would sometimes display zero results when clicking into a group.

Journeys

• We improved overall Journey performance when loading the Journey Builder as well as when loading the list of Journeys that can be added to a Case.
• We fixed an issue where a Step within a Path could not be set to sequential order.
• We fixed an issue where dragging an Action into a Step within a Path would fail to properly add the Action.
• We fixed an issue where the name of the Selection Action in the Path Condition was not properly displaying.
• We fixed an issue related to deleting an Action in a Journey.

Connectors & APIs

• We added the User's Role to the api/v3 response to make it easier to manage user onboarding and offboarding via 3rd party systems.
• We improve the load time of the Connector Marketplace and Embedded Apps on a Case.

AI

Phone Transcripts - We added the ability to automatically generate and save text conversdation transcripts for every phone call that creates a Case in CXME. When you save the call audio transcript, we will automatically convert it to text and save it as a PDF on the Case for easy future reference as well as being able to use this content in summaries and other AI use cases throughout the platform.

Security

• We added additional restrictions to our Content Security Policy across all areas of our application for improved security.
• We addressed multiple vulnerabilities for libraries within our application.