We have been hard to update 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 where CC recipients would sometimes get dropped off inbound email threads into CXME
• 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.

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.

We are thrilled to announce the newest addition to the OvationCXM platform – the Zoho Connector! This powerful integration bridges the gap between Zoho CRM and OvationCXM, creating a seamless workflow for teams to deliver exceptional customer experiences.

Key Features of the Zoho Connector:

    1.    Sync Customers, Contacts, and Cases Effortlessly

Automatically sync customer information and interactions between Zoho and OvationCXM. This ensures your team has a unified view of customer data in real-time, eliminating the hassle of manual data entry and improving data accuracy.

    2.    Automated Case Creation

Sync Zoho activities, such as form submissions or case updates, directly into Cases in OvationCXM. Streamline your team’s workflow and ensure no customer request or inquiry falls through the cracks.

    3.    Custom Field Mapping

Use our intuitive field mapping to align custom fields between Zoho and OvationCXM. Map properties like case/account status, and more to match your unique business processes.

    4.    Real-Time Updates Across Platforms

Any updates in Zoho—whether a contact is modified, a case is updated, or a deal closes—are instantly reflected in OvationCXM and vice versa. Keep your teams aligned and your data always up-to-date.

Ready to Get Started?

If you’re interested in leveraging the Zoho Connector to enhance your customer experience workflows, reach out to your account manager today for early access.

Release Date: February 2025:

CX Manager

Case Management

• We added the ability to control+click and command+click on 1) Cases in the Cases list 2) Chat tiles in the top nav bar and 3) the main navigation list. Doing this will open the new screen in a new browser tab without impacting your current screen.
• We added the ability to merge cases from the Case edit screen. Click on View All on the Cases section of the Customer panel and from there you can select your Cases to merge. This will make it easier to quickly find related or duplicate Cases for a customer and merge them together without complex filters.
• We fixed a bug where some picklists were retaining hidden values after a user would enter an invalid value into a required picklist field and then delete the value. Now when a user removes a value from a picklist it will properly clear the value and the field will search as expected.
• We fixed an issue where the type ahead text in a picklist field would sometimes get stuck causing the picklist to not show all the values even after the text was removed. Now deleting the text in a picklist will reset the fitlers and show all available options.
• We fixed an issue that caused Tags and Categories to continue to show on the Tags and Category fields on a Case after a Team was deleted from the Tag in Settings. Now when you delete a Team that is related to a Tag, that Tag will no longer show as an option on the Tags picklist on the Case Edit screen for users on that Team.
• We fixed an issue where the Cases Selected count that shows at the top of the Cases list when you select multiple Cases would sometimes show an incorrect count. Now when you select multiple Cases on one or more pages it will always show the proper count both before and after merging Cases.
• We fixed an issue where some Cases would periodically fail to display Events and would have improper access controls.

Customers

• We fixed an issue where custom URL fields that were accessed from the Customer screen were not opening the links in a new tab when clicked. Now when you click on the URL in a URL field type on the Customer Location panel, it will open in a new browser tab.
• We updated the functionality of custom product fields so when you add a product from the Add Product list it is saved to that field rather than only saving to the list of available products for that Location.
• We fixed a bug where custom product picklist fields would peridodically disappear from the Location Layout when accessed from the Customer Panel on the Case edit screen.
• We fixed an error that was being thrown when pressing the Add Product button on Product fields on a Location. 

Communications

We fixed an issue where sending an email to an email integration inbox with multiple email addresses in the To: field would only show the the email integration inbox email address and all other email addresses in the To: field would not be displayed. Now all email addresses in the email’s To: field will show on the Communication Panel To: field. 

Journeys

• We added the ability to cancel any open Action in a Journey from the timeline view so you can close out any Action that is stuck or no longer needs to be completed. Canceling a Task will also now post an event to the events timeline to show the date and time that the Task was canceled. 
• We added the ability to force complete an Action in a Journey from the timeline view so you can mark any Action as Complete if it was completed out of order.
• We added functionality to automatically close out any outstanding actions on a Journey when the Journey Closed Out function is used from the timeline. This ensures that that there will be no orphaned Tasks after a Journey is manually closed.
• We updated the icons in the timeline for Steps and Stages that contain Actions that are skipped. Previously it would show the Stage and Step as skipped when they contained a skipped action. Now they will continue to show as In Progress or Completed.

Knowledge

We fixed a bug where the Load More Events button was not showing at the bottom of the Events tab on Knowledge Articles.

Connectors & APIs

• We added Zoho and IRIS CRM to our list of connectors. We will discuss the details of each one in a future post.
• We fixed an issue where changing the name of a Connector was not properly saving.

Messenger (Web & SDK)

• We added rich text formatting for AI agent responses in Messenger to make long responses easier to read (line breaks, lists, clickable links).
• We disabled in-app surveys for canceled cases to prevent incorrect or accidental ratings.
• We added additional retry logic when opening Messenger in case chat ever gets stuck loading messages.
• We added a configuration option to Messenger to show or hide a button that allows customers to immediately route a conversation to a human while they are chatting with an AI agent.
• We fixed an issue where timestamps were showing an incorrect time. Now all timestamps in Messenger will show based on the user's computer timezone.

AI Agents

• We enabled auto case creation and team assignment when routing from an AI agent to a human.
• We added multilingual capabilities with auto language detection to our conversational AI agents.

If you are interested in testing our the beta of our conversational AI agents, please let us know! We would be happy to set one up for you, trained on your knowledge.

Reporting & Dashboards

We updated the default timezone for dashboards to display date/times in PST. If you want the default timezone updated for your organization's dashboard, please reach out to the Customer Success team.

Admin & Settings

• We added a Teams field to restrict Tag and Category acess to the add and edit screens for Tags and Categories in Settings. Leaving this field blank will make the Tag or Category available to all users.
• We added a new Manage Tokens permission to break Tokens access apart from the Edit Organization Settings Permission. This new permission will automatically be given to all users with an Admin Role and can be manually added to your custom packages from Settings > Roles & Permissions > Select Role > Edit Permissions > Administration Settings.

We updated the Edit Organization Settings Permission to control fewer options in Settings. The details are described below:

1. The Manage Teams permission now controls showing/hiding the Teams navigation item in Settings (even with Edit Organization Settings off) 
2. The Manage Users permission now controls showing/hiding the Users navigation item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Manage Users Passwords" and "Manage Users" to have "Users" nav completely removed from Settings.
3. The View Reports permission controls showing/hiding the Reports nav item on the main Nav list (even with Edit Organization Settings off). Note that you will need to disable both "View reports" and "Manage Reports" to have "Reports" option fully removed from main navigation.
4. The Create New Knowledge Bases permission now controls showing/hiding the Knowledge nav item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Create New Knowledge Base" and "Edit Knowledge Base Settings" to have "Knowledge" item fully removed from Settings.
5. The Manage Communications Channels permission controls showing/hiding the Channels and Settings options under Communications header in the Settings navigation (even with Edit Organization Settings off) 
6. The Edit Organization Settings now only shows/hides the General Settings navigation item in Settings.

Security

• We added additional IP checks during user session validation.
• We added additional rate limiting to our login screen to prevent automated attacks.
• We improved our application defense against possible clickjacking.
• We updated application dependencies to mitigate any third party vulnerabilities.
• We improved application security by limiting the number of concurrent user sessions. Users can still work in multiple tabs at the same time.