Release Date: 06/13/23: 

CX Manager

• We enhanced our application cache to improve overall load times.
• When a screen reader is focused on the phone case button, it will now announce it as the current phone case button.

Knowledge

• We updated the View Articles and Labels permission so Users in a role with that permission enabled are able to view all published Articles in their organization and not just Public articles.
• We updated the Clear Filters button in Knowledge Home so it will now be disabled if no filters are applied. 
• We updated the way Search Terms work in Knowledge so you can add phrases to Search Terms. If you add a phrase as a Search Term, the Article it was added to will only show up in the results if the entire phrase is searched for.  
• We added a feature that allows you to show or hide Sections on your external Knowledge Library homepage based on whether or not Users are logged in. Checking the Internal box next to a section will only display that Section and the Labels it contains when Users are logged in. Leaving it unchecked will show the Section and Labels regardless of whether Users are logged in or not. 
• We updated the behavior of inserting an Article as a link so the link stays in line with the rest of the text and does not break to a new line.
• We updated the default URL when you clone an Article. Instead of using the backend ID of the article, the default URL will now be the title of the Article with "-CLONE" added to the end of it. 
• We fixed a bug where you needed to refresh the page after performing certain bulk actions in Knowledge Home. 
• We fixed a bug where the Save button was disabled in the Article editor after pasting an image. 
• We fixed a bug where new Labels were not immediately showing up as available when editing or creating new Articles.
• We added the Session Timeout Warning modal to the External Knowledge Library so if you are logged in and your organization is set up to log you out after a specified idle time, you will now see the same modal you see in the platform.
• We updated the styling of the Session Timeout Warning modal to be ADA-compliant. 
• We fixed a bug where the toolbar that appears in the editor when you select an image, video, etc, disappears when you scroll. 
• We improved the behavior of removing a Label avatar. If you have any Labels on your home page that do not have custom avatars or had their custom avatars removed, only the label text will be displayed. We also updated the Edit Label modal to streamline the workflow of changing Label avatars so you can just select the image you want rather than having to first click Browse, then Upload. 
• We made updates to the content of an Article when in the view state for ADA compliance. The Article now has an accessible name, paragraph styling now matches the editor and external library, and all interactive content is reachable and operable by keyboard. 
• We removed the search bar at the bottom of the Articles list in Knowledge Home since we already have a search bar in the header.

Integrations & APIs

We added new API v3 endpoints to allow a user to create webhooks via APIs.

Messenger

We fixed a bug where disabling and re-enabling a Messenger (Web Connect) channel would remove any configured Availability settings. 

Virtual Assistants

We fixed the issue on Virtual Assistants which was causing Training Failure for some of the entity types.

Reporting & Dashboards

• We fixed an issue with Reports where exporting and downloading reports were empty when built with custom fields.
• We added user email, first name, and last name as part of reporting fields on our dashboards.

We are excited to announce the latest update to our V3 API suite. This update will allow the service providers orgs to utilize a subset of API endpoints on behalf of one or many standard organizations in their ecosystem. This feature enhances the flexibility and functionality of OvationCXM, enabling service providers to interact with customer data efficiently. Please read below for more details on this update.

The OvationCXM API has been enhanced to provide a subset of endpoints for service provider organizations. While the API was initially designed for standard organizations to interact with their data, this new functionality allows service providers to perform certain actions on behalf of a standard organization.

To take advantage of this use case, the following conditions must be met:

1. The standard organization, on whose behalf the service provider is acting, must be the rightful owner of the customer data being accessed.
2. An ecosystem relationship between the service provider organization and the standard organization must be defined within CXMEngine.

New HTTP Header: X-Boomtown-OBO

To utilize the subset API endpoints, service provider organizations are required to include an additional HTTP header in their API calls. The header, X-Boomtown-OBO, should contain the unique ID of the standard organization on whose behalf the API calls are being made. This ensures proper authorization and linkage between the service provider and the associated standard organization.

Please note that the availability of specific endpoints and their functionalities may vary based on the subset API access granted to service provider organizations.

We believe that this feature enhancement will greatly benefit service providers by enabling them to offer more comprehensive and efficient services to their customers. It strengthens the collaboration between service providers and standard organizations, fostering a seamless customer experience.

For more information on how to implement and utilize the subset API access for service providers, please refer to the updated API documentation and guidelines provided by OvationCXM.

If you have any questions or require further assistance, please don't hesitate to reach out to our support team.

Best regards,

The OvationCXM Team

As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate the v2 APIs within the OvationCXM platform. 

Effective September 1, 2023, API v2 will be deprecated. Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the v2 APIs, you can safely ignore this message. Otherwise, updating your integrations and applications to leverage the latest API versions available within OvationCXM is essential.

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

1. Update your integrations: Identify all instances where the deprecated APIs are being used and update them to utilize the recommended alternatives. Our documentation and developer resources will be updated to guide you through this process.
2. Test and validate: After making the necessary changes, thoroughly test and validate your integrations and applications to ensure they function as expected with the new APIs. This step is crucial to maintain seamless operation and avoid any disruptions to your workflows.
3. Reach out for assistance: If you encounter any challenges during the migration process or have questions regarding the updated APIs, 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 APIs, 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 APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us.

As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate certain APIs within the OvationCXM platform.

Effective from September 1, 2023, the following APIs will be deprecated:

1. /api/v3/customers/password_reset
2. /api/v3/customers/users/sso/{user_id}
3. /api/v3/customers/sms_invite
4. /api/v3/org/users/sso/{user_id}
5. /api/v3/reports/technicians
6. /api/v3/reports/org
7. /api/v3/reports/kpi_issues_by_geography
8. /api/v3/reports/kpi_average_time_to_scheduled
9. /api/v3/reports/kpi_parner_owned_issues
10. /api/v3/reports/kpi_time_onsite_by_location
11. /api/v3/reports/kpi_issues_by_location
12. /api/v3/reports/kpi_active_support_minutes
13. /api/v3/reports/kpi_issues_time_to_completion
14. /api/v3/reports/kpi_issues_remote_vs_onsite
15. /api/v3/reports/kpi_issues_by_category
16. /api/v3/reports/kpi_issues_over_time
17. /api/v3/reports/kpi_open_issues
18. /api/v3/reports/kpi_issues_by_age
    

    
    

Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the above-mentioned APIs, you can safely ignore this message. Otherwise, it is essential to update your integrations and applications to leverage the latest versions and functionalities available within OvationCXM.

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

1. Update your integrations: Identify all instances where the deprecated APIs are being used and update them to utilize the recommended alternatives. Our documentation and developer resources will be updated to guide you through this process.
2. Test and validate: After making the necessary changes, thoroughly test and validate your integrations and applications to ensure they function as expected with the new APIs. This step is crucial to maintain seamless operation and avoid any disruptions to your workflows.
3. Reach out for assistance: If you encounter any challenges during the migration process or have questions regarding the updated APIs, 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 APIs, 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 APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to reach out to us.

[Action Required for users of api.thinkrelay.com]

OvationCXM is in the process of sunsetting the thinkrelay.com domain in conjunction with our move to Google Cloud Platform and as required under trademark law. The final outstanding reference to the thinkrelay.com domain is the use of api.thinkrelay.com. If you are not using api.thinkrelay.com you can safely ignore this message.

If you are actively using api.thinkrelay.com, we ask that you please update any api.thinkrelay.com references to api.goboomtown.com as soon as possible. 

A few years ago we implemented forwarding so that calls to api.thinkrelay.com automatically route to api.goboomtown.com, so the change is minimal. We have everything configured so it will be a simple find-and-replace exercise to update the references. Firewall rules will still work without any updates because the IP address is the same. We would be happy to schedule a call with you to assist with the update.

We are targeting a full shutdown of the api.thinkrelay.com hostname on September 1, 2023. 

If you have any questions or concerns, please contact your account manager or email us at product@ovationcxm.com. 

Release Date: 05/18/23

CX Manager

Cases

• Updated the Daily Digest email content to be more useful and scannable
• Made several performance improvements related to setting Cases to Waiting and the corresponding events that display in the Case Event timeline
• Fixed a bug where an Event was missing on the Event timeline whenever a Case changed from Waiting to Ready
• Fix a bug where setting a Case to Waiting for a specific time duration did not always return that Case to Ready after the time was reached

Automations

• Fixed a bug in the Automation Engine where emails were not being sent to the specified emails in the "Send to Others" field on the Send Email action

Navigation

• Fixed an issue where the text in the main navigation selector dropdown on small screens was being cut off

Knowledge

We made several updates to the internal and external facing screens, focusing on ADA compliance. 

• Accordions in an Article are now accessible and operable using your keyboard to comply with ADA regulations
• We updated the color and styling of the Chat Case Tiles to adhere to our new color scheme and for ADA compliance
• We updated the color and styling of the Phone Case Tile to adhere to our new color scheme and for ADA compliance
• We updated the colors of tags, chips, and badges to comply with ADA regulations
• We removed the duplicate search field from the bottom pagination bar on Article lists
• The search button on the External Knowledge home page is now right-aligned and focused after the input field in order to comply with ADA regulations
• We have added an ADA-compliant skip link to the header of External Knowledge Libraries that allows keyboard users to jump straight to the main content
• We made links that open in new tabs in Articles viewed in the External Knowledge Library ADA-compliant by adding an aria-label that announces the visible text in the link as well as "opens in a new window"
• We removed the announcement of the line separating the header from the rest of the page in the External Knowledge Library to comply with ADA regulations
• We removed the logo and search buttons in the header of the external library from being announced as a list to comply with ADA regulations
• We updated the banners pinned to the bottom of Articles when you were viewing an Internal Article or previewing a Draft in the External Knowledge Library. There are now alerts above the title of the Article that are ADA compliant.
• We updated the Logo in the External Knowledge Library header to be ADA compliant by addressing its structure and the way it is announced by screen readers
• We updated the structure of Article links when viewing a Label page in the External Knowledge Library to be ADA-compliant by removing the sub-title from the link text
• We updated the structure of subtitles and timestamps when viewing an Article in the External Knowledge Library to make them ADA-compliant by removing their heading designations
• We updated the way Sub-labels are announced when viewing a Label page in the External Knowledge Library to be ADA-compliant by only announcing them as a list when there are more than 1 displayed on the page
• We fixed a bug where Tags displayed on Article cards in Knowledge Home looked like they were clickable

Integrations & APIs

APIs

• Fixed a bug where the APIv3 Move Locations endpoint was not moving the custom fields for the location and contacts object.

Admin & Settings

• Fixed a bug where users we unable to add more than 32 teams to a Tag. Users can now add up to 50 teams.
• Fixed a bug where only default fields and ecosystem custom fields were showing in the Layout previews in Settings. Non-ecosystem custom fields will now also appear.

Release Date: 04/18/23: 

Starting with this release, we shifted to monthly software releases. Here are the updates going live with this release:

CX Manager

• Fixed a bug where the phone screen pop icon was sometimes routing the User to an incorrect case
• Fixed a bug where Users were receiving an error message after editing and saving Form responses
• Reduced load times for screens containing Customer data

Knowledge

• We are excited to announce a new feature that allows users to restore Previously Published versions of Articles as editable Drafts. With this update, you can easily retrieve any version that you have published in the past and restore it as a Draft for further editing and/or publishing. If you already have a Draft version of the Article, you will receive a prompt letting you know that restoring the Previously Published version will delete your current Draft.
• We updated the way Insert Articles look in the new editor. If you insert an Article and do not choose to embed it, there will be a link to the Article that looks and behaves the same way inserting a link would. If you embed the Article, you will be able to see the entire embedded Article as if you were viewing it in the external Library. 
• Added a Load More button to the Version Picklist when in the view state of an Article. This will improve overall load times by limiting the list to 25 versions.  If you have more than 25 versions of an Article, you can click on the Load More button at the bottom of the list to access the remaining versions. We also fixed a bug where the Published and Draft versions were not always listed at the top of the list. 
• Added the ability to delete the entire Article to the more options menu when you are in the view or edit state of the Article
• Fixed a bug where inserting a file into an Article was not displaying the name of the file
• Fixed a bug where the Labels section while editing an Article would sometimes get stuck in a loading state. The issue was occurring due to Sub-labels not being deleted completely. We improved the behavior of deleting Labels and Sub-labels.
• Fixed a bug where Users were sometimes being logged out due to inactivity without receiving a notification
• Fixed a bug where archived Articles were appearing in the list of selectable Articles when inserting an Article

Virtual Assistants

We are excited to announce the launch of our Topic Modeling update to our Virtual Assistants, which will allow you to easily enhance and fine-tune how your Virtual Assistants respond to customer inquiries. We will share a full detailed post on topic modeling soon, but here is a preview of the new functionality: 

• Added a default view page to review each individual cluster. This page will enable users to get relevant information/analytics on each of the phrases, select/ignore phrases, rename the cluster and map the cluster to relevant intents for training.
• Created a new page under "Clustering" section of Virtual Assistants to run the Topic Modeling flow which automatically creates the clusters with unhandled user responses for mapping them to VA Intents. 
• Added a default view page to review all the created clusters under "Clustering" section of the VAs. The page will enable users to get relevant information, select/ignore phrases under each cluster and map the cluster to relevant intents for training.
• Integrated BERT Topic Model with our VA classification models to capture, classify and train any unhandled/unclassified user responses
• Added a static Ignored cluster which will collect all the user-ignored phrases. The following Ignored cluster can also be mapped to an Intent
• Added the capability to collect the user responses from Messenger instances as training data for the Topic Model
• Added Cluster Table Creation functionality where Topic Model will group the unhandled responses into relevant clusters and populate the tables with the generated cluster details
• Fixed an error, which sometimes prevented the Bots Activity table from successfully loading on the Analytics Dashboard

Connectors & APIs

• Fixed a bug where the customers/location/get endpoint on APIv3 was not returning the filtered location

Admin & Settings

• Fixed a bug where adding conditional logic to Custom Fields on Case and Location layouts was not working as expected. You should now be able to apply Show/Hide logic to Custom Fields based on one or more requirements. 
• Fixed a bug where all of the text became distorted after creating a new Tag in Settings
• Fixed a bug where Users were allowed to update Tags with Teams that they were not on

ADA WCAG 2.1

We made several color and styling enhancements throughout the platform to continue on our path of becoming ADA WCAG 2.1 compliant. These color and styling updates were applied to input fields, switches, the main navigation menu and dropdown, text, and button borders. 

Release Date: 03/23/23 

CX Manager

• Added a toggle to the IMAP email integrations to optionally ignore the auto-generated email headers and thus allow auto-generated emails to create cases in your CXME
• Added additional monitoring and alerting on IMAP email integrations to alert teams if an email integration connection fails
• Reduced load times for screens that contain Customer data
• Fixed a bug where custom date fields on the Location Layouts were not always displaying correctly
• Fixed an issue where Automations did not always trigger when the proper criteria were reached
• Updated colors throughout the application from teal to blue

Knowledge

• Updated the way you select multiple Articles on Knowledge home screen. You no longer have to click the Select button to make checkboxes appear. They will always be visible as long as you have a specific Library or Label selected.
• Updated the user workflow for adding Comments to an Article
• Added an "Articles" header above the list of Articles when you are viewing a page in the external library that has both labels and Articles listed
• Added the ability to include alt text when uploading an avatar to your external knowledge library
• Fixed a bug where changing multiple Article's Access Controls with the multi-select action did not properly change Internal Articles to Public
• Fixed a bug where labels containing public Articles would disappear after a User logged into the external library
• Fixed a bug where error messages were being displayed when attempting to insert legitimate image files into the body of an Article
• Fixed a bug where article stats were no longer updating properly

Integrations & APIs

Added extended standard field and custom field support to the Case Created and Case Updated Webhooks

Virtual Assistants

Added the ability to create a lead in Salesforce directly from the Virtual Assistant conversations. When enabled in a Flow, your Virtual Assistant can capture the user information and send it directly to Salesforce to create a new lead.

Admin & Settings

Fixed a bug on active Custom Fields that showed the Field Type field as editable even though it was not editable

Release Date: 03/07/23

CX Manager

• Enhanced the performance of loading customer profiles, including the Customer panel of the Case screen
• Fixed an issue where a user wasn't properly navigated to the correct Case when using Global Search from My Work
• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to Show when X is not Empty
• Improved the performance of running Automations
• Fixed a bug where Custom Fields were not showing up in Case Layouts unless the Ecosystem box was checked
• Fixed a bug where the Custom URL Field type did not open URL links
• Fixed a bug where Users were being suggested Internal shared Articles in Cases 
• Fixed a bug where you had to delete a Case twice in order for it to be properly deleted

Knowledge

• Drafts will now automatically be saved whenever the Session Timeout Warning modal appears so any changes you make get saved before you are logged out for being idle in the platform
• We updated the functionality of Tokens to allow multimedia and more rich text options
• We added Inter as the default font option when creating a new library. We also added Roboto and Montserrat as font options
• Fixed an issue related to sub bullets in numeric and bulleted lists. You can now indent sub bullets as well as change the list type in a nested list
• Fixed a bug where tagging Search Terms to a Knowledge Article would prevent that Article from showing up in search results
• We fixed a bug where inserting a token into an Article would cause a line break that put the token text on a separate line

Integrations & APIs

We added new GET and POST API endpoints for Automations, which will enable teams to get all their existing automations as well as trigger Automations via API. These new APIs will be available in our API documentation at developers.goboomtown.com/api.

Virtual Assistants

• Sentiment Analysis is now available as part of Virtual Assistant Analytics. Your Virtual Asissant will now be able to classify user responses into the following sentiments: Positive, Neutral, Negative.
• Made some small styling enhancements to the bot builder to add a bit more space for the bot builder interface
• Updated the background color of the selected left navigation item in the Bots section
• Updated the interface to minimize the main Settings navigation when in the Bots section
• Fixed an issue where embedded flow nodes all contained the text, "invalid" after initital creation
• Improved the performance of deleting Virtual Assistants

Reporting

• Fixed a bug where not all users could see all Folders under Reports.

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