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.

As part of our commitment to delivering the best possible chat experience, we will be sunsetting WebConnect on June 30, 2025 so all chat conversations will happen on Messenger after that date.

This decision allows us to focus on enhancing our new and improved Messenger product, which offers advanced features, a modern interface, and better reliability to meet your evolving needs.

What You Need to Do

To ensure uninterrupted service, all customers currently using WebConnect will need to update their code snippet to the new Messenger version before June 30, 2025. You may already be using Messenger, but if you are not, the process is simple and takes just a few minutes:

1. Log into app.goboomtown.com as a user with proper admin permissions.
2. Go to Settings in your account.
3. Navigate to Channels.
4. Open the the active Messenger configuration screens for your active instances.
5. Copy the updated Messenger code snippet from the Install Code tab.
6. Replace your existing WebConnect snippet with the updated Messenger one on your website.

If you need assistance, please reach out to help@ovationcxm.com and we would be happy to walk you through the process.

Am I Already Using Messenger?

Most organizations are already using the new version. To confirm if you are already using the latest Messenger code snippet, you can look at the code snippet on your website. If the code snippet references “Webconnect” anywhere in it, you are on the old version. If the code snippet references “Messenger”, you are on the latest version.

Here’s a sample of an updated snippet:

Why the Change?

Messenger provides a superior customer communication experience, including:

• Enhanced design and usability.
• Advanced customization options.
• Faster performance and better support for future updates.

By transitioning to Messenger, you’ll not only maintain your current capabilities but also unlock new tools to engage with your customers effectively.

Don’t Wait Until the Last Minute!

We recommend making the switch as soon as possible to get ahead of the deadline. Starting now will ensure your customers continue to have a seamless experience.

We truly appreciate your understanding and support as we work to provide the best solutions for your business.

If you have any questions, please don’t hesitate to contact us.

Release Date: September 2024 

CX Manager

• We improved our connection to our communication servers with enhanced indicators during the (re)connection process and we added additional automatic retries if the connection is lost. This will help improve the overall stability of sending communications from CXME and will make it more clear when a connection is not strong and will alert the user to this issue.
• We fixed an issue where the screen was not fully updated when a user navigated to a new Location under a single Customer profile. Now when a user selects a new Location from the Customer screen, the Location details and the URL will be properly updated to reflect the new Location being shown.
• We fixed an issue where creating a new Customer within the Case creation flow would result in an error. Now when a user creates a new Customer via the Create New Customer button after selecting Create > Case from the global Create button, the new Customer is saved and the Customer and Location fields are displayed in column 1. The 4 sections of column 1 load and the Case Add view is displayed in column 2 with all fields on the Case layout. 
• We fixed an issue where the Default Team was not being properly added to Team Associations when creating a new Location with no Team Associations selected.
• We improved the performance of loading lists of Teams within the application.

Integrations & APIs

We improved the performance of the Phone APIs.

Messenger (Web & SDK)

• We updated the generated embeddable code snippet in the Web Chat Channel to now integrate the Messenger app instead of the old Web Chat app. You can read about Messenger here.
• Web Chat instances that are added to Knowledge Libraries have been updated to the new Messenger product as well.

Admin & Settings

• We increased the number of of Tags that you can have in restricted lists by Category. Previously you could only have 6 Tags under each Category. Now you can add up to 20 Tags per Category.
• We updated the list of Alert Templates under Teams > Alert Templates to display the Alert Template Name instead of only displaying the Subject of the Alert Template. This will make it easier to identify the Alert Template you are looking for without needing to click into each one.

Releasing June 2024

We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level, following the guidelines set forth by the Americans with Disabilities Act (ADA). This achievement signifies our commitment to providing an inclusive and accessible experience for all users, regardless of their abilities. This work applies to the Knowledge, Reports, Settings, and Messenger products. 

What does this mean for you?

By achieving ADA WCAG 2.1 compliance, our product offers a variety of benefits for users with disabilities, including:

• Improved Color Contrast: Enhanced color contrast ensures text and graphics are clearly visible for users with low vision or color blindness.
• Enhanced Screen Reader Compatibility: Our product now seamlessly integrates with screen reader software, allowing users who are blind or visually impaired to navigate and interact with the content effectively.
• Optimized Keyboard Navigation: Full keyboard navigation allows users to access all features and functionalities without relying on a mouse. This is particularly helpful for individuals with motor impairments or who use assistive technologies.
• Clear and Concise Language: We've strived to use clear and concise language throughout the product, making it easier for users with cognitive disabilities to understand the information presented.

Benefits of ADA Compliance

Beyond its ethical importance, ADA compliance offers several advantages for your organization:

• Increased User Base: A more accessible product opens doors to a wider audience, potentially increasing your user base and customer satisfaction.
• Reduced Legal Risk:  WCAG compliance helps mitigate potential legal risks associated with accessibility lawsuits.
• Enhanced Brand Reputation:  Demonstrating a commitment to accessibility strengthens your brand image and positions you as a leader in inclusive design.

We believe that everyone deserves an equal opportunity to access and benefit from our product. This update reflects our ongoing dedication to creating a user-friendly and inclusive experience for all.

For any further questions regarding our ADA WACG 2.1 compliance, please don't hesitate to contact our support team.

Release Date: 05/16/2024: 

Knowledge

This release enhances the accessibility of interactive elements across the Knowledge editor, ensuring consistent and clear announcements through screen readers. All checkboxes, toggle switches, buttons, input fields, and other controls now properly announce their names, roles, values, and available actions when focused. This includes elements like the Restore button on previously published versions, checkboxes in filter menus, title/subtitle fields, embedded article options, token insertion, thumbnail navigation in File Manager, and related article controls. Proper keyboard accessibility has also been implemented for previously inaccessible components. These improvements align with WCAG 2.0 guidelines for providing programmatically determinable information, allowing users to effectively understand and interact with on-screen elements through assistive technologies. The standardized announcements create a more inclusive and seamless experience for all users.

This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.

This release standardizes the announcements for interactive form fields throughout Knowledge Home, improving accessibility for users of screen readers and other assistive technologies. Dropdowns like Libraries, Status, Visibility, Tags, Products, and Shared With now properly announce their label, role as a collapsed or expanded listbox, current selection state, and available operations like text editing or navigating options. This consistent pattern of "Label, Role, State, Operation" ensures fields are comprehensively conveyed, allowing users to easily identify and interact with them solely through audio cues. These enhancements align with WCAG 2.0 guidelines for providing programmatically determinable name, role, and value information, creating a more inclusive and seamless experience across all user interfaces.

This release introduces significant improvements to the accessibility of the tree element across Knowledge. Previously, these interactive components did not adhere to WCAG standards for keyboard operability and screen reader announcements. With this update, the tree elements in the Details tab and the Insert Article modal when editing an article now fully comply with the recommended keyboard navigation patterns and programmatic announcements. Users can seamlessly traverse the tree structures, expand/collapse nodes, and understand the current context through clear and consistent screen reader feedback. 

This release resolves multiple accessibility issues identified across Knowledge when using the JAWS screen reader. Checkboxes throughout Knowledge are now operable via keyboard and announced correctly by JAWS. When visiting a page within Knowledge that contains a table with JAWS enabled, pressing "T" properly announces the table contents. Additionally, all main pages (Knowledge, Reports, Settings) now have an H1 header that is announced when pressing "H" with JAWS on, helping users identify their current context. Lastly, the sub-menu options accessed through the three-dot menu throughout Knowledge are fully keyboard accessible and announced accurately by JAWS. 

This release introduces significant enhancements to the accessibility of modals across the Knowledge, Settings, and Reports areas of the application. Previously, screen readers did not provide any announcements when modals were opened, limiting the ability for users relying on assistive technologies to effectively navigate these interfaces. With this update, the focus is now properly set to the first interactive element within each modal, and the modal's title is clearly announced.

We fixed an accessibility bug with the "Discard Changes" modal in the Knowledge editor. Previously, when using a screen reader, the modal's contents were announced incorrectly, with the title, description, and buttons being repeated multiple times. With this fix, the screen reader will now properly announce the modal's title and description, followed by each button's accessible name individually. This ensures users relying on assistive technologies can clearly understand the purpose of the modal and interact with its controls in a logical, streamlined manner. 

Journeys

Over the next few weeks we will be rolling out the new version of our Journeys product. This will include access to the Journey API Activity powered by the API Library as well as new backend engine with improved reliability at scale.

Messenger (Web & SDK)

We updated Messenger to be loaded from a CDN, improving the load performance of Messenger on websites and in applications. 

Reporting & Dashboards

We improved the loading performance for the reporting tables that power the Customer and Case data in our dashboards. This will ensure the dashboard data is updated on a more timely and consistent cadence.

This release addresses accessibility issues across the Reports section of the application Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of Reports interface.

Admin & Settings

We improved the performance of loading the Teams page under Settings.

This release addresses accessibility issues across the Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of the Teams interface.

This release addresses accessibility issues on the My Profile page in Settings, ensuring compliance with WCAG 1.3.1 guidelines for providing descriptive and unique labels across interactive elements. Previously, buttons such as "Edit contact info," "Switch role," "Add to team," and others lacked proper labeling, hindering users' ability to understand their purpose and relationships. Additionally, the "Back" and "Save & Exit" buttons on subsequent screens suffered from the same issue. With this update, all buttons now have clear, descriptive labels that accurately convey their functionality. The styling of the "Back" and "Save" buttons has been updated to align with the visual treatment of similar Settings options, further enhancing consistency and usability. These improvements create a more inclusive and seamless experience for all users navigating and managing their profile settings.

This release enhances the accessibility of the Knowledge settings interface by providing descriptive labels for interactive elements, addressing violations of WCAG 1.3.1 guidelines. On the main Knowledge page, the action buttons and search filters now have associated aria-labels for clear identification. When editing a Knowledge library, all buttons within that interface are properly labeled. Additionally, the "Browse" button for custom branding options has received an appropriate aria-label. These improvements ensure that all users, including those relying on assistive technologies, can effectively perceive and interact with the various Knowledge settings and configurations. The consistent labeling creates a more inclusive and comprehensible experience throughout this critical area of the application.

Release Date: 01/26/24

CX Manager

Cases

• We launched Embedded Apps. You can now embed data from the third party system within CXME and access it directly from the CX Manager screen.
• We improved overall load times of the application by adding additional caching for certain library files. 
• We fixed a bug where setting Cases to Waiting with a return date and time was not adhering to daylight savings time. Now, when you set a Case to Waiting and apply a return time and date, that time and date will adhere to daylight savings time when applicable. 
• We fixed a bug where Cases were periodically returning from Waiting to Ready before they were supposed to. 
• We fixed a bug where you were able to toggle between Card and Table view while in a Group By view on the Cases page that was breaking the view. We disabled those options while in that particular view and enabled them when you actually click on a Group and a list of Cases is displayed. 
• We fixed an issue where the last activity was not showing on the right side of all Case Cards in a Case list. The Case cards will now show the latest event for the Case on the Card.
• We updated the list of Contacts in the Customer panel of the CX Manager screen to filter to the specific Location that you are viewing rather than showing all Contacts across all Locations under the Customer profile.
• We fixed a bug where the Insights on the My Work page were being displayed twice. Each Insight will only be displayed once on the My Work page.
• We fixed an issue where a chat tile would not disappear from a user’s screen when someone else on their team claimed that chat. This occured only when a user had specifically one chat tile in their chat tile list and it was claimed and the list should have gone to zero. Now when a chat is claimed by another user, the chat tile will disappear in all scenarios.
• We fixed a bug where sometimes the Categories dropdown was not working when editing a Case due to computer/network performance issues. The Categories field should now be immediately available when editing a Case even when performance is degraded. 

Customers

• We fixed a bug where you were not able to create a new Customer while on the Customers page. Now, if you are on the Customers page and click Create > Customer, you will be able to create a new Customer.
• We optimized the list of Teams available in the Team Association field on a Location to increase the security of ecosystem connections.
• We fixed a bug where the Case counts in column 1 were incorrect when you were viewing a Location from the Customers page. The Case and Open counts will now accurately reflect the total number of Cases and Open cases assigned to the Location.
  
  
  

Journeys

• We Added functionality to close out a Journey. If a customer going through the journey churns out then the Journey can be closed for the customer. It will be part of Journey Analytics to provide insights on Journey completion rates and details on where customers are most commonly churning out from the Journey. You can read the full release notes here.
• We fixed an issue where the "Complete" checkbox on Tasks was still visible on the Journey Timeline even after that Task was canceled.
• We fixed an issue where we were showing Public Name of the Journey on Timelines attached to the cases rather than Internal name. Now internal timeline will have Internal Journey Name visible.
• We fixed a bug where the Journey Timeline would sometimes load the timeline from the previous Case.

Knowledge

• We fixed an issue with the Suggestions that appear in the external Knowledge library when you return zero search results. We removed the “Suggestions” heading from the unordered list of suggestions that follows for ADA compliance. 
• We updated the Last Updated date format on external Articles from mm/dd/yyyy to Month Day, Year. 

Messenger (Web)

• We fixed an issue in Google Chrome where Messenger would periodically disconnect from the chat and future chat messages would fail to send. This occured when Chrome would disable the tab and put it in an inactive state. We added new functionality to keep the chat session alive even when the tab goes inactive so that messages continue to send after the session is reactivated. 

Tasks

• We fixed a bug that prevented users from selecting PM when adding a Task due date. You can now select AM or PM when adding a due date and time.

Salesforce Connector

• We added a toggle on the Salesforce integration to allow data to sync from all Teams across your Organization rather than being limited to a single selected Team. You can still optionally filter the connector down to specific Teams if desired.

Settings

• We removed the Auto Assign First Contact and Auto Assign Sponsor fields from Team settings.

Security

• We added additional security controls around user password encryption.
• We improved the security controls around cross-organization ecosystem Cases being created from the Phone API. Cases can no longer be created with cross-organization relationships when the Sponsor Team ID is left blank.

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.

Release Date: 12/20/22: 

CX Manager

Cases

• Fixed an issue in the new Cases screens where clicking the resolve button in panel 2 of the case didn't automatically scroll the user down to the Resolution section of the Case Details
• Fixed a bug where clicking the refresh/reload button at the bottom of a Case List that was grouped by something (status, journey stage, etc.) would load a blank Case List
• Fixed a bug where newly created Category tags were not showing in the Category picklist on Cases and all Category Tags were showing for all Teams regardless of if that Category was set to only show for a subset of teams
• Fixed an issue where some of the Advanced Settings on the Case Layout fields (Conditional Logic, Required to Save, and Required to Resolve) were not always working on the updated Case Management screen
• Fixed an issue where Cases created for customers that had multiple locations associated to them didn't display the information on the Location card in Panel 1 of the Case
• Fixed an issue where the Owner Team dropdown was showing unrelated teams from your organization's ecosystem
• Fixed an issue where users could only see the Actions > Add Form button on Cases if they had the Manage Forms permission on their user role. If a user has the ability to edit a case and at least one Form is available to add on a Case, the user can now see the Actions > Add Form button.
• Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View

Communications

Made an update to improve the speed an reliability of messages in the communications panel on a Case

Knowledge

Fixed an issue where users who accessed the external knowledge site via the link on an Article edit screen were automatically logged out of the external site and were forced to log in again

Messenger

• Messenger is now ADA WCAG 2.1 AA compliant
• We fixed an issue where the timezone of the time stamp on the End Chat message was not always correct

Virtual Assistants

We improved the dataset and model for the Anger and Confusion Intents

We’re excited to announce the launch of our newest product, Messenger. 

Messenger is the new and improved version of Webchat. We rewrote the application from the ground up in order to deliver better customer experiences.

We re-architected the code base to move from a chat-first approach (the original webchat was chat-only) to a multi-component digital interface. This updated architecture opens new doors for us to add new functionality, improve customer context, and introduce Smart Buttons, contextual on-page deep links, which we’ll talk about in an upcoming post.

Given that live chat is now just one of the many ways for a customer to get the information they need, we changed the name from Webchat to Messenger. Messenger allows knowledge and information to be delivered via chat, browsing or searching articles, email, phone, embedded journeys overviews, form submissions, custom websites, and more. Messenger is the digital interface that connects you with your customers.

As part of this update we added a number of new features and performance enhancements as well as resolved all known issues in the old Webchat product.

Features

Core User Experience

When a customer opens Messenger, they are now immediately routed to the home screen before having to provide their email address. This allows you to provide more information and communication channel options to your customers without adding any friction. Only when they start a chat conversation do we ask for some information so we can identify them early to provide a more personalized experience.

Updated Designs

In addition to the user workflow enhancements, we made a lot of interface design updates as we rebuilt Messenger. These include:

• ADA compliant color, navigation, and other updates
• Updated spacing, buttons, icons, scroll bars, lists, and more
• Added consistent hover states to all active buttons
• Migrated to a new font that is more legible at all text sizes
• Added new loading spinners and screens throughout the application
• Updated timestamps with relative ‘time since’ data that now automatically updates every minute. For example, Nov 1 2022 2:15pm (7m ago)
• In-chat component updates including new layouts for Article previews, Bot button interactions and ensuring selected buttons are sticky, updated chat text and bubble styling, updated composer styling, and more.

New Mobile Screen Optimization

We completely revamped how Messenger works when it is accessed on a mobile screen. We optimized the container so that it is easier to access and expand, but also easier to minimize and get out of the way when it’s not needed. 

Enhanced Chat Notifications 

We added new real-time chat message indicators for when a customer is not in the chat session, but needs to see there are new messages. This could be when Messenger is in a minimized state or even when the customer is on the home screen. 

Hours of Operations

When your chat is set to unavailable, the away message will now show on the home screen so customers still have the ability to get support via other methods provided.

Dynamic Container Sizing

Messenger is much more responsive in real time when it comes to browser size and zoom than Webchat was. Messenger will automatically resize to fix the browser size and will never go off the screen. A customer can also now zoom in to over 400% and the container resizes and is 100% usable at each state.

Updated User Workflows

We optimized the user experience across all core workflows as a customer navigates through chat, knowledge search, form submissions, and more. The navigation actions and language are now more intuitive and customers are less likely to get stuck on any screen.

Copy/Paste From Clipboard 

We added the ability for customers to copy and paste screenshots from their desktop into the Messenger composer to make it easier for customers to share images.

New file upload UI

We added a new file upload workflow to make it easier and more intuitive for customers to load one or multiple files at a time to a single message. Files can also be reviewed, and removed before sending the message for complete control. An updated file progress bar shows the upload process in real time before the message is sent.

Displaying Action Messages when Chats End 

We added action messages in the chat interface for when a chat is ended. Previously it just brought the customer to a rating screen but did not tell them that the chat was closed. We will be adding more action messages in the future. This could include when an agent joins the chat, when the customer goes inactive, when assignment has changed, and more.

Smart Buttons

Finally, Messenger comes with a powerful new feature called Smart Buttons. We will discuss the details of Smart Buttons in a separate post, but in short, they are power contextual elements that can be added to a screen that deeplink the customer to specific knowledge, bots, or forms within Messenger without leaving the current screen to provide faster, more contextual experiences.

Performance

Along with the new features included with Messenger, we also made a few performance, security, and reliability improvements. These improvements include:

• We updated our messaging protocol for increase speed and reliability
• We updated all internal libraries to the latest versions for increased performance and security
• We updated how we capture and store cookies in conjunction with the parent page to create a more seamless and reliable customer experience. This also reduces the risk for cross-site cookie blockers interfering with the cross-page chat experience.

Bug Fixes & Small Updates

• Added functionality to hide the welcome pop up bubble when the welcome text is blank in the configurator
• Updated the styling of buttons with long labels to be left aligned instead of center aligned to make it easier to read
• Fixed an issue where only Cases resolved as Completed would proactively end a chat session for a customer in Webchat. Cases resolved as Canceled or Deleted would not proactively end the chat, which caused customer confusion.
• Fixed a bug where ordered Lists within Article Previews sent by a Virtual Assistant did not properly render
• Fixed a bug where Knowledge Articles containing long links would extend the Article preview past the edge of the chat screen
• Fixed a bug where the typing indicator animation was broken when displayed between bot messages
• Fixed an issue where the Title set in the webchat configuration in CXMEngine was not reflected on the home screen of the webchat container
• Fixed an issue with dynamic container resizing where the chat container could go off the top of the screen when a customer changed their browser size while in an active conversation 
• Fixed a bug where Tokens used within Quick Replies sent from a CXMEngine user ignored line spacing when displayed in Webchat
• Fixed an issue where hyperlinks used in Quick Replies sent from a CXMEngine user had poor formatting when displayed in Webchat
• Fixed a bug where Article Previews in chat that contained anchor links displayed with broken URLs in Webchat
• Fixed an issue with download links for images that are uploaded to chat
• Fixed a bug where the hover text on the icon to open a Form in a new tab said, “Read Full Article”
• Fixed a bug where the Phone section on the Webchat home screen did not properly populate the phone number in click-to-call applications on desktop computers
• Fixed a bug where some customers would see a ‘Forgot Password’ prompt when trying to start a chat

If you would like to move from Webchat to Messenger please email us at product@ovationcxm.com.

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.