Release Date: 10/06/26: 

CX Manager

Communications

• We updated how outbound email messages show in the conversation panel in CXME. Now instead of including the message along with the full text that is defined in the Email Template that the end user receives, now we just show the message. This simplifies and declutters the interface to make it easier to skim. You can still see the full email template text by expanding each message.

• Fixed a bug where email CC recipients were sometimes dropped from the email thread in specific scenarios

APIs

Fixed an issue where webhooks were sometimes sending stale data even when the related API response had the latest information. Webhooks now send the latest data on each event.

Messenger (Web & SDK)

Improved the health check capabilities of Messenger, leading to improved uptime and resilience.

AI Agents

• Improved how AI Agents can read and write messages to the conversation threads in CXME. This enables new more robust AI Agent > human handoffs with additional context as well as better data for insights, actions, and summaries on each chat case.
• We launched the beta of our new core data tables (cases and communications) for significantly faster case and customer summaries. These new tables can be enabled manually or we will automatically upgrade all organizations after the rollout is complete.
• Added the ability to generate a Next Reply to any message in a conversation in addition to just the latest message. A new menu appears next to each email when it is selected.
• Improved AI agent testing so you no longer need to retrain your agent after creating a new draft in order to test the latest agent updates. It will automatically use the lastest training data until you choose to retrain again.
• Improved error handling for when an organization hits its monthly AI spend limit. The agent will now appropriately respond to the message rather than only relying on toast notifications
• Fixed a bug where AI Agent Rules were not properly saving on in some scenarios.

Admin & Settings

• We added the ability to attach files to automated email templates. This means that you can include attachments on automated emails that send from automations, journey actions, and more. You can add up to 10 files with a total size of 25MB.
• Fixed a bug where copying the automatically generated inbound email-to-case email addresses in Settings > Email Configuration was not including the proper custom domains in the copied data.
• Fixed a bug where the IP Whitelist field did not always properly save.

Release Date: 10/01/26: 

CX Manager

Cases

• Updated the workflows for required fields on cases for fields that are marked as 'Required to Save' in the Case Layout. Now when you click into a field and click it, it will visually show you with a red box that the field is required. If there is already a value in the field, it will prevent you from removing the value of that field.
• We also added red asterisks next to all required fields (both Required to Save and Required to Resolve) to make it easier to quickly identify the required fields on a case.
• Added the created date to the Case cards on the Global Search modal to make it easier to quickly reference the age of the case.
• Fixed a bug where CC recipients were sometimes being dropped off email threads in specific scenarios

Tasks

• Added Created Date and Updated Date as filterable fields on the Task Views. Each have operators of equals, before, after, and between.

Integrations & APIs

Connectors

• Fixed a bug with the Salesforce managed package integration where the case sync would sometimes throw an invalid_session_id error.

AI Studio

• Updated the Engagement section of customer summaries to have an improved definition of why the selected engagement level was chosen.
• Updated the Milestone section of customer summaries to better highlight the significant milestones of a customer lifecycle and aggregating common milestones to make the summaries easier to skim.
• Updated the Cleanup action to add a $ symbol to numbers when the content is clearly about money and one is missing.
• Improved the Next Reply action to more consistently reply from the appropriate party when generating the next reply.

Release Date: 09/11/26: 

CX Manager

Cases

• Added the ability to search for contacts in the Contact dropdown on the Create Case modal.
• Updated the Cases Views so they no longer show every filter parameter in the URL. Now it just shows the filter ID and sort parameters. You can add as many filters as you want to a view. The parameters will only show when you are adding new filters before saving them.
• Fixed an issue where sometimes case status could be set to 'null' through certain integrations.
• Fixed an issue where users with numeric IDs experienced an issue viewing cases assigned to them in Cases Views.
• Added a scroll bar to the Open Chats system view.
• Fixed a bug with setting the scheduled date using the equals operator on case filters.
• Fixed a bug where having 4 statuses filtered at the same time did not properly save (e.g. In Progress, En Route, Scheduling, and Scheduled).
• Fixed a UI bug where changing between cases from Case History block wasn't refreshing the case summary on the newly loaded case
• Improved performance of avatar loading.
• Updated some remaining 'Boomtown' references to OvationCXM.

Communications

• Fixed an issue where exchange forwarding loops via SRS bypass loop detection and create duplicate cases.

Forms

• Fixed an issue where unpublishing a Form would not remove it from the list of Forms available on Journeys or Cases.

Integrations & APIs

Connectors

We are launching a new version of the Salesforce managed package (version 5), which has several important updates. The full release notes will be posted shortly.

APIs

• Added a new API to APIv3 to lookup Customer Contacts by email address.

Messenger (Web & SDK)

• Fixed a bug where sending URLs with multiple underscores (_) would cause the link to be incorrectly formatted and would not open.

AI Agents

Case and Customer Summaries

• Improved customer summaries with enhanced milestones to specifically find key issues or customer milestones (e.g. cancelations, upsells, etc.) and surfacing them on the customer summaries.
• Improved engagement metrics on customer summaries to include recency so it better reflects recent interactions.
• Added case notes as a data source on AI summaries.
• Improved status field mappings to always show names instead of IDs.
• Improved sentiment to look not just at communication tone but also topic of the conversation (e.g. it can be Frustrated if the subject involved dissatisfaction even if the tone remains professional).
• Updated conversation summaries to show RefID instead of Case ID if included.
• Improved usage of names in summaries so it doesn't use IDs for users in its output.

AI Studio

• You can now provision a new phone number with a single click on the AI Agent configuration when setting up a new voice AI agent.
• Fixed a bug with the URLs in AI Agent data sources - if you didn't add https:// it would open to the wrong URL.
• Fixed a bug preventing token usage from properly showing on AI Studio Home.

Tools

• Added the ability to filter the Knowledge Search tool for agents down to specific Labels in additional to Libraries and Visibility
• Added a Get Case Notes tool.

Reporting & Dashboards

• We improved the run time and consistency of the dashboard data.

Admin & Settings

• Added the timezone field to the User screen in Settings > Users in addition to the user profile screen.
• Added the Allow Unsecured File Types field in Settings > Security & Identify so orgs can optionally allow HTML and HTM files (note there is currently a backend bug for this also being worked on).
• Fixed an issue with IdP-initiated  SAML logins redirecting to app.goboomtown.com instead of app.ovationcxm.com.

Release Date: 08/12/26: 

This release delivers a set of reliability and performance updates across email/case ingestion, reporting exports, communication templates, and Article rendering. It also adds some new functionality across CX Manager and AI Studio.

CX Manager

• Added Merchant ID and Case ID tokens for email/alert templates so they can be used in automated emails.
• Added the ability to preview files from cases, communications, and customers/locations.
• Added tokens in Quick Replies for Owner User First Name, Owner User Last Name and Owner User Full Name so you can quickly and easily add personalized messages.
• Added the ability to minimize the Cases List in Inbox.
• Styled the @mention names in chat interfaces.
• Added tooltips on the fields in the Create Case modal to make it easier for new users to understand what each field does.
• Updated the browser tab titles to show '(REF ID) Case Name' when on a Case instead of just 'Inbox' to make it easier to find your case when you have multiple tabs open.
• Updated the Escalate Case modal to auto populate with the current Owner User and to put the focus on the search bar when clicking/tabbing into a field.
• Updated the Case History Block on the Customer Panel of a Case to 1) auto update when the status of the current case on the screen is updated 2) show the card as highlighted if the currently selected case is in the list and 3) no longer refresh the whole screen when clicking on a case - it now keeps the screen as is and just updates the data to the selected case.
• Added a Save keyboard shortcut when on the Edit All Case Fields drawer by pressing Control/Command + S so you don't need to tab to the bottom.
• Updated the responsive layout of the panels on Inbox to fix some bugs and make it smoother.
• Updated the Views icons from Gears to Lists.
• Fixed a bug where saving a view with custom field filters didn't show the custom field filters until refresh.
• We fixed an issue that was creating duplicate cases from inbound emails by preventing Exchange/SRS-forwarded “Ticket Created” notifications from being misclassified as new inbound emails.
• We fixed an issue where sometimes a user would encounter errors when loading the application and would be forced to refresh.
• We fixed an issue with some fields not properly showing on the Microsoft email integration.

Knowledge

• We improve the load time of Knowledge Articles.

Connectors

• We fixed a bug preventing the Fiserv connectors from working on lower level environments. You can now configure the Fiserv connectors to work on Preprod for testing.

Messenger (Web & SDK)

• We improved handling and fallback UX for Messenger when the Organization API Token is no longer valid.

AI Agents

We made several improvements to our case summaries, including:

• Updated the performance of case and customer summaries. We will continue to make performance improvements so that summaries can generate faster.
• Updated the Case Summary to include a one sentence summary at the top before the summary details.
• Updated the font and spacing of the case summary to be more consistent.
• Added data sources to case summaries to show how many messages, tasks, and journey actions were included with the case summary.
• Updated the timestamp on Case summaries to show the time since it was last generated.
• Updated logic for the summary to better determine the originator of the case rather than assuming it is the Contact assigned on the Case.
• Fixed an issue where the model input and output costs were not showing on the Approved Models list in AI Studio > Models.

Reporting & Dashboards

• Fixed an issue where exporting prebuilt Reports (for example, Form exports) would sometimes result in a 404 error.

Admin & Settings

• Fixed an issue with some field values not always properly showing on the Microsoft and OAuth email integration configuration screens.
• Fixed a bug where Integration Team wasn't always saving in Salesforce Integrations in v5.

We just released a new feature that will enhance your experience with our AI Agents. 

The AI Studio Terms Glossary is now available, allowing you to define internal terms and acronyms that your agents can reference. 

This means your agents will have access to this information and can provide accurate definitions in their answers and summaries. This new feature is designed to improve communication and ensure clarity and accuracy in agent responses. 

You can add terms to your glossary under AI Studio > Branding > Glossary > Add Term.

We hope you find this addition valuable and look forward to seeing how it enhances your use of our AI Agents.

Release Date: 07/09/26: 

CX Manager

• Updated the conditional logic on Layouts so if the Survey block is hidden from the case layout with conditional logic, it will be hidden from the Case Resolution modal as well.
• Updated the Add Contact modal from the case edit screens to show the full contact modal (using the org's layout) rather than the 4 field quick add modal).
• Updated the list of Contacts on a Case to now automatically update after a contact is added from the in-line Add Contact button on the case layout.
• Updated the filters on Task Views in Inbox to use new APIs which will be faster, reduce API calls, and lead to more consistency between the counts and the lists
• Updated the Update Journey modal in CXME so when you remove a journey from a case it's one modal instead of two
• Fixed a bug where custom field filters for Locations were not working properly.
• Fixed a bug where sometimes standard reports would fail to download.

Knowledge

• Added 3 quick add buttons to blank Articles to allow users to choose to create the article using an AI assistant, a pre-built template, or start with a blank canvas.
• Fixed a bug where some icons weren't always showing on external knowledge sites.

Virtual Assistants

• Added a Workflow template for User Identification. This is a template that organizations can use to build MID-based user identification flows into their agents to find a customer location by MID.
• Improved the article writer agent to better use capitalization in titles and use accordions only when prompted to do so.
• Added a thinking UI to the article writer agent so you can clearly see its process, tool calls, errors, and latency of responses.
• Renamed the 'thumbs_up' score to 'rating' for trace feedback.
• Fixed an issue where copilot agents weren't always able to find the Journey related to the case. Now you can always ask your copilot about the journey on a case and it will have all information about it.
• Improve agent training to be more reliable and automatically show updates in the UI when it is complete.
• In URL content sources in agents, we added the ability to train an individual URL page or a URL with all child pages below it to help optimize long training times and prevent duplicates pages.
• Cleaned up Tools in AI Studio - we renamed some tools to be more clear and removed tools that were unused.
• Fixed a bug where creating a new agent would sometimes show a file in the content screen from the last agent you looked at.
• Added a global default LLM Model to the Models screen AI Studio so if a model is ever not selected, it will default back to the same fallback model.
• Fixed a bug with the LLM model selection on tool calls within an agent. It now properly uses the LLM from the agent calling the tool.

Security

• Launched our new API gateway with enhanced performance and security for all of our microservices.

We are excited to announce the launch of a new suite of agent Tools designed to empower your agents with enhanced capabilities. Think of agent Tools as API calls wrapped with instructions that allow agents to take action on your behalf, securely interacting with your organization's data.

With these new tools, you can enable your copilot to take action on cases conversationally or equip your customer-facing agents with the ability to look up customer profiles, create cases, hand off tasks to various teams, and much more.

Here are some examples of the tools now available:

• Search your knowledge content with library and access controls and se the content for better agent responses
• Create, update, resolve, or escalate a case
• Set a case to waiting or ready status
• Access communication data on the case to automatically populate case fields
• Look up a customer location ID by MID and move the case to the identified location
• Add or update a task on a Case with proper ownership and due dates
• Search for historical case data for reference
• Reassign a case to a new team

To enable tools for your agents, go to AI Studio > Tools and approve tools from the list of Available Tools. Once approved, you can add those tools to your agents to use.

And this is just the beginning. We are continually adding more tools to AI Studio. If there are specific tools that would be helpful for your use cases, please let us know, and we'll work on getting them added.

To learn more about using these tools, visit our help page at help.ovationcxm.com/ai-studio-agent-tools.

Release Date: 06/09/2026: 

CX Manager

• Improved the load time of Views that are filtered by a source of chat
• Allowed the same field to be used more than once as a filter in Reports (e.g. setting two date filters for before and after)
• Updated the message on the Resolution modal for when a survey was already sent on a case to make it less confusing
• Fixed a bug where HTML would sometimes show in the case card in the case list in Inbox after a search
• Fixed a bug where tasks added to a Case and assigned to a Team were not showing in the My Team's Unassigned Tasks list view

Knowledge

Updated the styling (size, spacing) of body and H tag text in the Article Editor screen as well as the Article Preview screen for Libraries that don't have any custom CSS. The styles will now more closely match between the edit and preview states inside CXME

AI Agents

• Optimized AI Agent tool calls to be faster and more reliable
• Improved Copilot response quality by reducing the truncation of long article bodies and also stripping out excess HTML to reduce token usage
• Added a new waiting indicator in Copilot while the Agent is generating a response to a visibly show what it is doing across tool calls, knowledge search, generating responses, and more. 
• Improved the ranking order of Sources that are shown in copilot responses
• Made the source links in copilot responses clickable to open the source links in a new tab
• Added the ability to set monthly Spend Limits on AI usages across all use cases
• Turned all plain text URLs in agent responses into links in Copilot and Messenger
• Improved the load time of traces
• Revamped the trace details page to show the most important information at the top and hide a lot of the excess information that is not helpful for troubleshooting. This includes seeing the query and response as well as being able to load the full chat history for additional context

Admin & Settings

Added a Teams field to the Add User modal to make it easy to add a user to specific teams during the creation process

We have been hard at work updating all the workflows in the new CXME UI over the past few months. While the application is in Beta we have not been posting release notes for each update, but we will start posting batches of small updates in addition to major new features that are released.

Here are the updates since the beginning of April 2026.

CX Manager

Shortcuts & Navigation

• Added Control + Shift + E to open the Edit All Case Fields Drawer (when Case Details is visible).
• Added Control + Shift + L to open the Change Location modal from a Case.
• Added Control + Shift + C to create a new case from anywhere in the application.
• Added auto-focus on the search/filter field for select and multi-select fields so you can type immediately upon clicking.
• When opening the Product Drawer from the Add Product button, it now auto-focuses on the search field and allows for keyboard arrow navigation.
• Added the ability to open old checklists/forms directly from the activity timeline in a modal.
• Set a default value of "Me" for the Return To field in the Waiting modal to reduce clicks.
• Set a default value for Waiting Time to "Tomorrow at 9am" to simplify date/time editing.

Case & Location Management

• Dynamic Case Cards: Added custom/dynamic case card fields (from Settings) to the small case list cards and case header (up to two fields).
• Added Add Contact and Add Product buttons to the Case Edit All Fields drawer.
• Added access to Embedded Apps from the Locations screen, including auto-population of customer info like MID for pre-filtering data.
• Added validation to prevent creating a View name that matches an existing system, shared, or personal view.
• Added Org avatars back to the Change Location modal and optimized it to remove the initial API call for faster searching.

Performance & Stability

• Optimized picklist field loading and Inbox components (views list, comm pubsub) to reduce memory usage and lagging.
• Updated field saving logic: If no changes are detected when clicking out, the system cancels instead of making an unnecessary API call.
• Improved the virtual scroller and added general memory usage reductions across the app.

Bug Fixes

• Fixed a bug where Case Exports failed with only one field; the system now appends Case ID automatically.
• Fixed checkbox selection issues when multi-selecting cases for a merge.
• Fixed a bug where unsubmitted notes would carry over when navigating to a new case.
• Fixed restricted Tags showing when the Category field was blank; they now only show for defined Categories.
• Fixed rendering issues for < and > characters and HTML artifacts in search results or resolution notes.
• Fixed UI issues where fields "bounced" on small screens or text was cut off on thin panels.
• Fixed the Owner User sort by adding "Unassigned" labels and consistent avatars.

Tasks

• Updated Task Views to load much faster using new search APIs.
• Updated Task Cards with a status button, allowing you to set the status directly from the card.
• Added back the My Team's Unassigned Task view and All Open Task view, both with significant performance improvements.

AI

Agent Capabilities

• Multimodal Context: Article Writer and Copilot agents can now understand and use uploaded images, files, and URLs as context for their answers.
• Task and Journey Integration: Added open task and journey data to case summaries when the tool is enabled on the Summary Agent.
• Added back Sources in Copilot responses for better transparency.
• Added the ability to copy/paste files directly into Copilot sessions.
• Fixed an issue preventing the Draft Article from Case agent from working for service provider organizations.

Article Writer Improvements

• Significant reduction in hallucinations; the agent now accurately adheres to the specific language of provided text, files, and images.
• Added Track Changes for Article Writer Copilot so users can review and accept/reject edits.
• Added a Draft Article button to Case Actions to instantly generate an article from case troubleshooting details.

AI Studio & Cost Management

• Updated the Workflow visualization in AI Studio with improved UI.
• Fixed an issue where the total cost was showing an incorrect value.
• Added the ability to save a monthly spend limit across all AI use cases.
• Updated guardrails to allow agents to answer questions about any content, images, or files provided in-session.
• Added a UI check to prevent deploying an agent without a model selected.
• Fixed a bug where agents couldn't be "Undeployed" quickly.
• Updated the Content Sources UI in AI Studio with clearer descriptions.

Communications

Email Composer

• Updated the composer to support nested lists (Tab to indent, Shift+Tab to un-indent).
• Added a Contact List popup in the To/CC fields for quick selection of contacts associated with the Case/Location.
• Enhanced table formatting when pasting from Word, Excel, Docs, or Sheets and removed excess borders on secondary tables (signatures).
• Properly rendered UTF-8 characters (e.g., arrows in pasted accordions) in the message display.

Fixes

• Fixed a display issue specifically for emails sent from certain 3rd party systems with custom css.
• Added the ability to attach files to Quick Replies in CXME.

Connectors

• Updated marketplace routing so it now defaults to the Configured Connectors tab instead of Available Connectors.

Settings

Layouts & Tables

• Fixed a bug where resetting card/table layouts wouldn't fully clear the template or would carry over previous fields.
• Fixed a bug preventing layouts from saving with 0 fields.
• Fixed a bug where searching "Available Fields" on layouts was non-functional.

Permissions & UI

• Updated the primary Settings icon to show for any user with "Manage Forms" permissions, enabling form data exports.
• Made section headers in General and Security sticky on scroll.
• Fixed a bug where the System Admin Role would occasionally show no permissions instead of all permissions.
• Added the Custom Email Domain field to appv4 Email Configuration.

Knowledge

General Updates

• Added an Owner field to Articles, allowing each article to have a designated owner.

Editor Improvements

• Updated Froala to v5.1 for improved stability and bug fixes.
• Fixed a bug where the AI assistant modal blocked Control + Shift + Arrow highlighting.
• Fixed a bug where AI "Actions on Highlight" blocked standard text editing.

Bug Fixes

• Fixed a bug where using Control + K recently viewed items failed to route to the new article.
• Fixed a bug where article layouts would break or fail to resize on small screens.
• Fixed an issue where editing a cloned article title/subtitle would sometimes be lost on save.
• Updated "Contains," "Empty," and "Not Empty" filters with icons to prevent text cutoff.

Our Copilot and Article Writer AI Agents can now understand files and links provided to them as part of the context data. 

This means you can upload files or copy and paste them into the composer, and when the AI Agent processes your question or request, it will also review any images or files that you provide. That data from these additional content sources data will be added to the context of the session. Additionally, if you provide a URL, the agent will automatically review the content on that URL (if it is public) and use that data as part of its context as well.

This new capability allows you to do more with our AI Agents. A few examples include:

1. Give an agent an image of an system error, and the agent can use that error to search your knowledge base for the answer.
2. Include a PDF of a customer contract and ask the agent to review the contract for specific terms. 
3. Give an a URL of an external knowledge base article, and the agent can gather all the information and use that to answer your question.

We hope this enhancement will make your experience with our AI Agents even more powerful and efficient. We look forward to seeing how you use this new feature to streamline your tasks and improve your workflow.