Release Date: 05/18/23

CX Manager

Cases

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

Automations

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

Navigation

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

Knowledge

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

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

Integrations & APIs

APIs

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

Admin & Settings

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

Release Date: 04/18/23: 

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

CX Manager

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

Knowledge

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

Virtual Assistants

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

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

Connectors & APIs

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

Admin & Settings

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

ADA WCAG 2.1

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

Release Date: 03/23/23 

CX Manager

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

Knowledge

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

Integrations & APIs

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

Virtual Assistants

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

Admin & Settings

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

Release Date: 2/10/23

CX Manager

Cases

• Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to show when X is not Empty
• Fixed an issue where the Location Name was missing from the Location overlay on the Case screen
• Fixed an issue where if an organization has Custom Ecosystem Fields in their Case layout, users in their ecosystem but outside of their organization could not see these fields when they are creating a new Case
• Updated the tab name from Integrations to Connectors on the Solutions panel of a Case

Communications

• Fixed an issue where users would see a message with a snippet of code in the communications panel when a customer clicked End Chat in Messenger

Knowledge

• Fixed an issue where the page would sometimes fail to load when creating a new Article while actively editing another Article

Virtual Assistants

Virtual Assistant Connectors

We made the Virtual Assistants more actionable by adding the ability to capture and send user data through connectors/API integrations during conversations. Users can add connector actions on their Virtual Assistant flows to send data from conversations to third-party connectors. As part of the first release, we are launching lead generation on Salesforce through these conversations. With connector actions, the Virtual Assistants can now act as a single access point connecting different services internally and externally.

• Added a Connectors Icon on the Virtual Assistant Builder Canvas to add and connect connector actions on Flows. Supported connectors that are integrated and authenticated on OvationCXM platform will be available for the users to choose from the connector list.
• Added functionality to directly create a new lead on Salesforce from the Virtual Assistant conversations. Available for organizations having Salesforce connector pre-authenticated and integrated on their OvationCXM platform.
• Added ability for users to map entities/customers/locations/cases/manual input to the following fields (Channel, Name, ,Email Address, Phone Number) for "Create a new Lead" action with Salesforce connector
• Added the ability to display the required and optional fields that can be sent to perform the selected action from the selected connector. Users can map entities, locations, cases or customers to these field or can add a static manual input
• Added the connector fields to the reporting data for Virtual Assistant analytics
• Added the functionality to test a connection while "Create a new Lead" on Salesforce as action for a Virtual Assistant flow. Test Connection button will create a dummy lead object with dummy values on Salesforce for users to verify the connection link and field-object mapping.

Additional Updates

• Fixed an issue that prevented Virtual Assistant from getting initialized and responding to the messages coming from the SMS channel
• Added Sentiment Analysis as part of Virtual Assistant Analytics. Virtual Assistants will be able to classify user responses into the following sentiments: Positive, Neutral, Negative.

Reporting & Dashboards

• Fixed an issue where the MID field wasn't being updated on report data after being updated from its original value

Admin & Settings

• Fixed a bug where changing information on a Team in the Platform would remove that team from any Custom Alert Templates previously used by that Team
• Fixed an issue where the link sent within the password reset emails was not always working

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: 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: 09/01/22

CX Manager

Cases

• Tag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizations to define which Case Tags should show when a specific Category is selected. When setting up Case Tags, organizations can define a list of Case Categories these Case Tags should show for. If no Categories are listed, the system will function as it does today and the Case Tag will show for all Categories. This functionality will allow organizations to be more granular with their Category and Case Tags to provide better reporting on the types of Cases they receive. Note this is only on the new Cases screens.
• File Upload UI - We updated the File Upload functionality on Cases to remove the File Type field and allow drag and drop from your computer into the File Upload field (note this is only available on the new Cases screen). Note this is only on the new Cases screens.
• Open in New Tab - We've updated the Platform to allow users to open content in a new browser tab via CTRL + click (windows), CMD + click (mac), or right click and then selecting Open in a New Tab for specific activities.  This include opening the Settings menu (Avatar in top right > Settings), Chat Tiles, the Case Cards from My Work (only accessible on the new Cases screen), The Case Cards from the Case List  (only accessible on the new Cases screen), Customer Cards in the Customer activity (only accessible on the new Cases screen), and Historical Cases in the first panel of the Case (only accessible on the new Cases screen). Note this is only on the new Cases screens.
• Events Line Spacing - We updated the Events timeline to retain and show line spacing that users input for Notes, Case Description, and Troubleshooting Notes field to make these long text field content easier to read. Note this is only on the new Cases screens.
• Fix an issue with the calculations on the Insights tab for the Sovled Cases section, which will make the data more accurate going forward
• Fixed a bug where resolving a Case set to Waiting caused the status of the Case not to turn to Resolved for reporting/dashboards
• Fixed an issue where users were unable to refresh a Case View/List that had zero results

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Organizations should now properly save
• Fixed a bug where the line spacing between search results in the external Knowledge Library was incorrect
• Fixed a bug that prevented the KB Activity Report from running when selecting a date range that spaned months (9/6 release)

Release Date: 08/19/02

CX Manager

Cases

• Fixed a bug where duplicate events were showing on the Case events when a Case was escalated or de-escalated
• Fixed a bug where the status on Contacts was showing incorrect values

Communications

• Added the ability for users to add multiple quick replies to one response in the Communication channel composer (panel 3 of the Case screen)
• Improved connection performance of our chat, email, and SMS communication channels
• Fixed a bug where the first message sent by a virtual assistant was sometimes not displaying to users in the Case in the Communication panel (panel 3 of the Case)
• Fixed a bug where some outbound SMS messages were not being received by external users

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Orgs should now properly save

Smart Buttons (Web & SDK)

• Fixed a bug where the unread message counter on webchat would sometimes show more unread messages than were actually there.

Admin & Settings

• Fixed a bug that prevented new Products added to the Product Index from showing in search results immediately after adding
• Fixed a bug where the Default Team picklist in Settings was only showing the first 25 teams in an Organization

Release Date: 08/02/22: 

CX Manager

Communications

• Fixed a bug where emails sent from the platform would sometimes display  symbols in the email threads
• Improved connection reliability of our chat, email, and SMS communication channels

Knowledge

• Fixed a bug that allows users to view an Article via Comments without errors
• Fixed a bug where a cloned Article would surface in a Knowledge search despite searching for the original; searches should now match correctly
• Fixed a bug where bulk adding Products and Tags to articles would remove them from Labels; Products and Tags should now be correctly applied to Labels whenever they are added in bulk
• Fixed a bug where Related Articles manually added to a Knowledge Article were not saving or previewing correctly on the Article 
• Fixed a bug where users were unable to remove a product associated to an Article

Admin & Settings

• Fixed a bug where Users with all-numeric User IDs were unable to see and use the 'User's Name (Me)' option when assigning Cases.  

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