Release Date: 11/21/23 

CX Manager

• We fixed a bug where editing a custom View in Cases was displaying the incorrect settings for which Teams could access the View. You will now see the restricted Team access when editing a Shared View.
• We fixed a bug where incorrect data was being displayed in the View Name field when you created a new custom view on the Cases list page. 
• We fixed a bug where the ID of a Product (instead of the name) was being displayed if you added a custom Product type field to the Location Block Card. When you add that field now, the Product Name will be displayed. 
• We fixed a bug where an automated Event in the Event Timeline on a Case would sometimes show the incorrect name.
• Fixed an issue where clicking on a phone tile would update the URL but not always route you to the Case as expected.
• Fixed an issue where deleted Knowledge Articles were showing in search results from Global Search. 
• We improved the overall load times of the application by caching certain library files. 
• We improved the performance of the Events tab in a Case by decreasing the DOM node count.
• We improved the load time of the Cases list page by improving the way the page loads.
• We continued to improve the performance of chat tiles and notifications for new chat messages.

Knowledge

• We updated the way the options under the “What’s in this article?” section are highlighted when viewing an article in the external library. Any options that are visible on the screen will now be highlighted with a vertical line and a different colored text. Clicking on an option and scrolling will change what is highlighted based on its visibility on the page.
• We fixed a bug where some Labels had an incorrect count next to them on the Knowledge Home page. The count should now reflect an accurate number of Articles added to the Label.
• We fixed a bug where Users were being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just being routed directly back to the login screen.
• We fixed a bug where you were not able to tab to accordions in certain Articles. 

Journeys

• Updated Journeys Permissions to tie into the new Journeys product as well as continue to work for the existing Journeys.
• Added pagination to the Journeys list screen.
• Updated the styling of the Journey Timeline, which includes new icons, typography, spacing, and the updated layout for Tasks that are part of a Journey.
• We improved the loading process for the Journey Builder to be faster and more reliable.

Connectors & APIs

We added our OBO (On Behalf Of) heads to our Microsoft Dynamics Connector to enable ecosystem partners to more easily collaborate on shared customer profiles.

Reporting & Dashboards

• We launched Task Analytics with pre-built and customizable dashboards for insights into Task metrics and trends. You can read about the update in a separate release post.
• We added the functionality in Reports to display Source URL data as part of Case Reports.
• We fixed a bug that was preventing all custom fields from displaying as columns in Reports.

Release Date: 09/14/23: 

CX Manager

• We improved the UI when resolving a Case so the Select Survey dropdown and Send Survey button in a Case will be disabled if the Sponsor Team or the Owner Team of the Case have the 'Disable Customer Emails' flag turned on or if the Contact on the Case does not have an email address.
• We updated the logic on the Cases list screen to load new users to the Open Cases View instead of All Cases by default. The View you last accessed will continue to load as you navigate around CXME.
• We removed the Time Zone Mismatch modal that would appear if you logged in and your local computer time differed from the time zone in your profile.
• We updated the logic of our Ready and Waiting Statuses to only apply to Case Type = Support. We also Renamed the Remote Status to now be called Ready. This will enhance performance across the platform where status filters are used.
• We fixed a bug where creating a custom View in Cases that contained a custom field as one of the filters was causing a runtime error. You can also now export that custom view to Excel or switch between it and other views without receiving an error.
• We fixed a bug where fields added to the Location Block found in the Customer panel were not being displayed properly.
• We fixed a bug where if you resolve a Case as you create it and then reopen the Case, the edit button would disappear until you refresh the page. If you reopen a Case that you resolved upon creation, the edit button will now be immediately available.
• We fixed a bug where new Contacts were not being created if the Customer Contact fields were being filled out when creating a new Location from the Customer panel in a Case.
• We fixed a bug where updating custom Views that were grouped would display no or inaccurate results.
• We improved the load time of opening a Case from the My Work or a Case View. Cases now load 20% faster. We will continue to optimize slow-loading screens with each subsequent release.

Automations

• We fixed a bug where Automations with a Modify Data Action that updates the Tag field was not functional. Now you can update the Tag field on a Case through an Automation.
• We fixed a bug with the Send to Others function as part of the Send Email Alert Action in Automations. Previously, the recipient would receive multiple copies of the email, now they only receive a single copy of the selected email.

Knowledge

• We updated the Article editor to default to the To Do tab if there are any Comments added to an Article. Whenever you click on an Article from Knowledge Home, if that Article has at least one Comment added to it, the To Do tab will be selected by default instead of the Details tab.
• We updated the Discard Draft and Unsaved Changes modals in the Knowledge Editor for ADA compliance. Both will now be announced by a screen reader.
• We fixed a bug where tabs in articles were not working properly. They were showing the content of all tabs instead of the selected tab.
• We fixed a bug where there was a delay after clicking Submit when adding a comment that allowed you to click the Submit button more than once and create duplicate comments. The Cancel and Submit buttons will now be disabled after clicking the Submit button once to prevent duplicate comment additions.
• We fixed a bug in the new Insert Article modal where you would only receive results if the phrase you searched for matched exactly. We also moved the Embedded checkbox to the top of the modal to improve the UX workflow of the new modal.

APIs

Updated our OBO (On Behalf Of) Headers to allow Service Provider Organizations to access api/v3/schema/list endpoints for the Organizations that they provide services to.

Messenger

• We updated Messenger to retain the state and screen that the user is on as they navigate between various pages of a website or application that has Messenger embedded. This means that if the user is actively chatting, Messenger will remain open on the chat as they navigate through the site.
• We added functionality that remembers if a user closes the welcome pop-up message in their Messenger session. This will prevent the welcome pop-up message from showing on every page load during a session after a user has already closed out the pop-up message once.
• We fixed a bug that was preventing CSAT ratings (1-5 stars) added at the end of a chat session from being saved onto the Case.

Virtual Assistants

• We fixed a bug where manually changing the Contact on a Case during an active Chat session with a Virtual Assistant would cause the Virtual Assistant to say that the team was not available, even when the routing action was set to Always Route.
• We fixed a bug that was causing Training failures for phone and email entity types.

Reports

• We fixed a bug that was causing a Runtime Error when the filter “Created” with the operator “Is Before” or “Is after” was selected.
• We fixed a bug that prevented users from using custom picklist fields as filters on Reports. 
• We fixed a bug that prevented the "In Last # Days" and "In Last # Months" operators from working on Report filters.
• We fixed a bug where the Forms Report export was not properly filtering the data based on the provided start and end dates.

Admin & Settings

We updated the verbiage from "Issues" to "Cases" in Settings > Roles & Permissions to be consistent with the platform-wide Cases concept.

Release Date: 07/13/23: 

CX Manager

Navigation

• Updated the main navigation dropdown menu for small screens so that if you are in a specific section and you click on that section again, it brings you back to the main list. For example, if you are on a Case and click Cases from the navigation, it will return you to the Cases list.
• We fixed an issue where the text was being cut off in the main navigation dropdown menu.

Cases

• We fixed a bug where the Files tab was periodically disappearing from the Case panel in the CX Manager if a user pressed Cancel or Edit directly after uploading a file.
• We fixed an issue where the navigation text was being cut off in the main navigation dropdown menu on small screens.
• We updated colors in several areas of the application to be ADA compliant.

Automations

• We updated the filter options on Case Automations to include the Case Name field.

Knowledge

• We improved the behavior of adding or changing a Label icon in Knowledge. You will no longer have to click Browse and Upload. When you click on the Add Icon or Change Icon button, you will be able to select a new image from your computer and it will automatically upload (you will still need to click the Save button in the modal to implement the icon change).
• We added a modal that appears when the Session Timeout Warning modal reaches 0 that informs the user they have been logged out.
• We made the Sort button in Knowledge Home ADA compliant by improving the way screen readers announce each option and the way the list is sorted. 
• We made updates to the Knowledge home page for ADA compliance. Both the filters and recent comments panels are now collapsible and expandable. They will auto-collapse on smaller screens. We also made the header options more responsive by combining them into a menu when the screen size gets too small. 
• We updated the Comments in the To Do tab to be ADA compliant. All buttons have accessible names and are reachable and operable by keyboard. 
• We updated the Labels section in Knowledge Home for ADA compliance. All expandable/collapsible elements now have accessible names, button roles, and announcements when they are expanded or collapsed. 
• When editing a Label in Knowledge, we changed the naming of Label Avatars to Label Icons. This is a more accurate naming convention for this particular concept. 
• We fixed a bug where resolving a Comment in Knowledge was updating the Comment log and not creating a separate log. When you resolve a Comment, there will now be a Comment Resolved log in the Events tab.  
• We fixed a bug where Users were sometimes getting a TypeError when using the Insert Image or Insert Link options in the Knowledge Editor.

Journey Orchestration

With this release, we will begin to roll out our new Journeys product to select customers. We will share a separate post dedicated to the new Journeys product and all the new functionality that will come with it. If you would like early access to the new Journeys product, please let us know.

APIs & Webhooks

We added functionality to allow a user to create webhooks on the Customer Contact object. 

Reporting & Dashboards

We are adding detailed Journey Analytics to our dashboards. These analytics will display data from the new Journeys product and we will share more detail on the capabilities and insights they will provide in an upcoming post.

Release Date: 06/15/23: 

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.