Release Date: 11/22/22: 

URL Update [Action Required]

With this release, we are beginning to deprecate the app-new.goboomtown.com URL. All users that log into app-new.goboomtown.com will be automatically redirected to the domain app.goboomtown.com. This does not impact the application or user experience with this change.

Action: Please update your bookmarks to point to https://app.goboomtown.com so that when we do completely shut down app-new.goboomtown.com in the future you will not be impacted.

CX Manager

• Updated the new Cases screens for Service Providers to show the custom Case layout for the Sponsor Organization rather than the Owner Organization
• Fixed a bug on the new Cases screen where reopening a Case was showing a Reassigned Event instead of a Reopened Event
• Fixed a bug on the new Cases screen where resolving a Case and clicking cancel kept the Case as Resolved

Knowledge

We are beginning to roll out a beta version of our new revamped Article Editor. We will be posting the release notes shortly, but if you would like early access to the new editor, email us at product@ovationcxm.com.

Integrations & APIs

Salesforce Connector

We fixed a bug where Contacts were sometimes getting duplicated when syncing from Salesforce to CXMEngine.

APIs

• We updated our Phone APIs to include the Sponsor DID field as a parameter to allow teams to easily create Phone Cases with cross-organization visibility
• Fixed a bug where the phone APIs were matching on soft deleted Customer records instead of only matching on non-deleted records
• Fixed an bug where Cases created via our Phone APIs would sometimes create a new Contact for an existing Customer they matched on instead of matching to an existing Contact with the same number

Messenger (FKA Webchat)

We are beginning to roll out our new Messenger product, which is an updated version of Webchat. We will be posting the Messenger release notes shortly but if you would like to get early acccess, please contact us at product@ovationcxm.com. 

Virtual Assistants

• Added a Sentiment Analysis model in Bots predict method for detecting and classifying user responses into three different emotions (Negative, Neutral and Positive)
• Added Sentiment Analysis model logs so users can see the prediction of sentiment analysis model (Negative, Neutral or Positive) under the Bots Logs
• Updated how our Virtual Assistants join conversations to make the experience faster and more reliable

Reporting & Dashboards

We updated the Status field on Case Reports to include the Ready and Waiting statuses so you can now filter by Ready and Waiting without needing to use the second Waiting Status field.

Admin & Settings

We extended our default data purge timeline to 3 years and we are working on adding custom timeline configuration capabilities for each organization.

Release Date: 11/08/22: 

CX Manager

• Fixed an issue where the counts at the top of each section on My Work were periodically not accurate

Knowledge

• Fixed a bug where Users were taken to the view state of a Draft after they created a new Article instead of the edit state
• Fixed a bug where Users were not taken to the latest Draft when editing a Published Article
• Fixed an issue where Knowledge Articles would sometimes get stuck loading after initital creation

Integrations & APIs

• Updated our APIs to prevent users from setting the Status of Location ot 0 or an empty string which caused problems with the records created

We're excited to introduce the NICE CXone Connector, a new tool that allows businesses to integrate their NICE CXone with the OvationCXM customer experience platform. The Connector is part of our growing ecosystem of integrations, which are designed to help businesses create a seamless customer experience across all channels.

The NICE CXone Connector provides a number of benefits, including the ability to:

• Make and receive cases directly from the NICE CXone phone calls interface. 
• Route calls to the right agent based on customer information. 
• View caller information in the CXME interface. 
• Navigate to the current phone call by clicking on the Phone icon in CXME. 
• Autoclose the abandoned phone call cases. 
• Get the phone call metrics and reporting within CXME. 

If you're interested in learning more about the NICE CXone Connector, contact us today!

Release Date: 10/06/22: 

CX Manager

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases and in outbound emails.

Cases

• Updated the Cases Views picklist to allow for more than 25 Case Views
• We added file preview to uploaded files on the Platform. This will allow users to be able to preview the contents of a file before downloading the file to their computer (note: this is only available on the new Case screens that are currently in beta)
• We added the ability to filter the Events that show in Panel 2 of a Case by the type of Event (Note: this is only available on the new Case screens that are currently in beta). You can apply one or more filter(s) to narrow the Events of a Case to just the events you're interested in seeing. For example, you can filter to only see Notes that were added and when the Owner of the Case changed. This will allow users the ability to reduce the noise of the Case Events and focus on the events they care about.
• The Display Only Resolved Date/Time field that shows the date and time that a Case was resolved is now part of the default Case layout in the Resolution block

My Work

• We improved the load time of the My Work screen so it now loads faster
• We fixed a bug that periodically caused the Insights counts to be incorrect on My Work

Automations

• We fixed an issue that prevented some users from creating new or editing existing Automations

Knowledge

• We fixed an issue where users using SSO for the external Knowledge Library were sometimes incorrectly routed to the wrong external Knowledge URL when multiple Libraries existed

Integrations & APIs

• We fixed an issue in API v3 where Contacts would be improperly matched on partial first name or last name matches rather than the requirement of a full name to match

Virtual Assistants

• You can now click on the main section in the left navigation bar to bring you back to that list
• We added an “Expected Performance" section to the Review Deployment page to offer more insights into Bot Performance before deploying a Draft Virtual Assistant to Production
• We have added three additional settings for users to better configure their global fallback and article search flows. Now users can set the maximum number of articles that should be returned on search. Users can also tweak their global fallback flow triggers by customizing the fallback thresholds and matching values, giving them the ability to customize the fallbacks from bot conversations according to their specific use-case.
• We updated our Flow criteria so if an Entity exists as a Message Response, only Any Response and No Response responses should be permitted

Reporting & Dashboards

Columns & Filters

• Added a new column option for Notes on the Cases Report. This will allow you to add a list of all Notes added to each Case along with who added the Note and when. You will also be able to filter Case Reports by Notes.
• Added two new column options for File Names and File Details on the Cases Report. File Names will allow you to add a list of the names of all Files added to each Case. File Details will have additional information including who added the file and when along with a URL to access that file. You will also be able to filter Case Reports by Files.
• We added the ability for users to Filter Case Reports by Tags
• We added Product ID as an available column on the Products Report
• We fixed an issue where adding a Filter for Category on the Cases Report would not display the proper picklist of Category options
• We fixed an issue where Cases Reports using the "Escalation Reason" column displayed the Escalation Reason ID instead of the text label
• We fixed an issue with the Cases Report where the filter for 'Escalated' Cases did not properly filter the results
• We fixed an issue where Filters would display the field's value ID rather than the text label in the Filters list
• We fixed an issue where the start date and end date were not properly functioning for the Standard Forms Report
• Note there are a few fields under Report Filters that still function but don't show up under Filters options now. These are: Case Tyle, Source, Resolution, Category, and Customer Segment. These will be added back in the next release.

Styling & Usability

• We updated the styling of the Report Name and Records Count at the top of a Report
• We added a scroll bar on the Filters tab so you can now access all Filters on a Report that has enough filters to push the list past the bottom of the screen
• We added a scroll bar on the Folders section of the Reports homepage so can now add more folders and scroll to see them all

Deprecated Data

• We removed a number of field options from the Cases Report that are deprecated fields such as Cases Source Data (different than Source) and HP Checkout fields
• We removed one of the duplicate Priority fields from Columns and Filters on the Cases Report that showed a numeric value rather than the Priority string value (e.g. Low, Medium, High)
• We removed one of the duplicate Waiting Reason columns from the Cases Report that displayed the Reason ID rather than the text string

Admin & Settings

• We fixed an issue where Users were unable to access Journeys on page 2 of their list of Journeys
• We fixed an issue where certain fields were unable to be re-added to a Layout once they were removed from that layout
• Fixed a bug where Users were still able to edit other User profiles if they had the Manage Users permission disabled

Release Date: 09/23/22: 

With this release you will notice a small branding update when you log in. You can read more about the rebrand here: https://www.ovationcxm.com/blog/boomtown-rebrands-to-ovationcxm 

CX Manager 

Cases

• Fixed a bug where the Resolution Date/Time field on a Case in edit mode was showing the Created date/time when the data was actually blank
• Fixed an issue where resolving a case in the same flow where you created the case didn't post a resolution event to the Case Event timeline
• Updated our standard Merchant ID (MID) field on Customer Locations to allow alphanumeric MIDs instead of only numeric MIDs
• Updated the Case Management flow to default the value for the Select Survey when an organization only has one Customer Acceptance form configured
• Added an error message to Cases when a User tries to add a form to a Case via the Actions > Add Form workflow and the form has no fields configured
• Fixed an issue where if the Owner User of a Case sent an inbound email to the case from their email client, they were removed as Owner User from the Case

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases
• Added functionality to increase reliability of messaging workflows

Knowledge

• Clicking the Cancel button in an article will now ask you if you wish to discard the draft that gets created after clicking Edit on a Published article or ask if you wish to save your changes if you are in a saved draft
• Fixed a bug in the external Knowledge Library where the 'What's in this Article?' headers were not highlighting properly; they should now be highlighting in accordance with user click
• Fixed an issue where users would periodically not be able to edit an Article after it had been published

Journey Orchestration & Automations

• Fixed an issue where Users were unable to access more than 25 journeys in Settings

Integrations & APIs

APIs

• Fixed a bug on our customer/put API to only accept full matching on the MID field and not allow partial matches. 

Virtual Assistants 

• Updated the navigation within Bots so that clicking the main section menu in the left navigation now takes you back to the main list view for that section. For example, when you are in a specific Flow and you click on Flows on the left, you will go back to the list of all Flows.
• Fixed a bug where Training a Virtual Assistant failed when a Flow had a disconnected Start Node
• We will begin rolling out a new set of Bot Analytics, which we will cover in a separate post

Reporting & Dashboards

• Fixed a bug where the Knowledge Activities Report failed to run for certain organizations and date ranges
• Fixed a bug where the values of Form Reports were sometimes not matched to the correct header rows

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: 05/24/22

CX Manager

Communications

• Fixed a bug where emailing into a closed case sometimes didn't create a new Case
• Fixed a bug where incorrect character symbols were displaying in email threads coming from Boomtown
• Fixed an issue where secure emails sent into a Case were not displaying properly in the Communication Panel

Cases

• Fixed a bug where customizing the Page Layout for a Customer Location did not update the layout when viewing a Location from the Case screen 
• Fixed a bug where Work Order submissions sometimes created two Work Orders on submission

Knowledge

• Updated the external Knowledge Library so when an unauthenticated user goes to an Internal Article it displays a message saying they do not have access to that content. Note that if there are Public Articles in the same Label, that user will be routed to the Label instead of the Article.

Integrations & APIs

• Fixed a bug where API cases imported as "Closed" were displaying incorrectly in RD4

Reporting & Dashboards

• Pushed an update to wipe the Resolved Timestamp on a Case that gets reopened to allow the Case to capture the new Resolved Timestamp when the Case is resolved again. 

Admin & Settings

• Fixed a bug where a TypeError was being shown when editing a Work Order Layout

Performance

• Optimized load times for the Customers list screen

Release Date: 05/10/22 

CX Manager

• Fixed a bug where setting a Case to Waiting, Return to Team (and not Owner User), didn't reassign the case to the Team when waking
• Fixed a bug where sometimes emails sent from a Case with multiple in-line attachments were not showing up in the Communication Panel of the Case

Knowledge

• Editors can now add captions to images, videos, and media in Articles
• You can now export Articles to PDF and the text and tables will not get split between pages
• The Events Timeline has been updated to include filters that allows the Knowledge Manager to filter to certain event types depending on their needs. Events can be turned on and off as needed.
• You can now resize images by typing in pixel size rather than only drag and drop
• The 'Last Updated' timestamp on Articles now reflects the last time the Article was updated. For published Articles this will reflect the last time the Article was Published. for Drafts it will show the last time the Article was edited and saved as a Draft. 

Integrations & APIs

Connectors

• Updated the authentication of our Seismic connect to ensure that connections remain consistent

Admin & Settings

• Fixed a bug where users were unable to create and edit tags with the Manage Tag permission.

Performance

• Reduced load times of the Case and Customer list screens

Release Date: 04/25/2022

In addition to adding multiple new features and fixing bugs from version 1.11, we have also added multiple UI/UX updates, significantly increasing the performance of the integration. Here's a summary of the updates for version 1.12.

Features and Updates

Boomtown Error Log

• Added a Boomtown Error log tab to make the basic debugging easier. 
• The Boomtown error log stores any error encountered in the sync between Boomtown and Salesforce in either sync direction. 
• Retry the failed salesforce to boomtown requests by selecting and clicking on the Retry button on the error log. 
• The error log records and shares the following data points: 
  • Object name: Name of the sync object this error in which this error was encountered (Case/Account/Contact) 
  • Date/Time: Date and Time when the error was encountered.
  • Sync Direction: Boomtown to Salesforce/Salesforce to Boomtown
  • Record description: Case Name/Account Name/Contact Name
  • Record ID: Salesforce/Boomtown ID for the record.
  • Status code: Status code or the Exception ID for the error. 
  • Error message: Detailed error message.

Setup & Configuration

General

• Added defensive code to handle 429 rate-limit responses. 
• Added descriptions throughout the app to more clearly describe how the app works

Configuration Tab

• Added a config file upload/download option. You can use this option to download a JSON file with all the settings in the general configuration tab, mappings tab, and Workflows tab. This JSON file can be used as a backup for all your configurations and can be uploaded to restore all the settings. 

Workflows Tab

• Added an option to set Record Type IDs on Accounts and Cases workflows. Only records with that Record Type IDs will be synced between Salesforce and Boomtown. This filter will be checked before any other workflow rule in the sync process. 
  

Bug Fixes

• Fixed a bug when a Case moved from one customer to another in Boomtown it didn’t always update to the correct Customer in Salesforce
• Fixed a bug where a Case was added on Boomtown on a new Customer and then synced to Salesforce to create a new Customer on Boomtown post-Sync.
• Fixed a bug where the Case insertion throws a Row Lock error. 

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.