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• We improved handling and fallback UX for Messenger when the Organization API Token is no longer valid.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

We are excited to release OvationCXM Salesforce Managed Package 4.0, delivering greater control over data synchronization, stronger access management, an improved administration experience, and enhanced reliability across the integration.

Package 4.0 builds on the capabilities introduced in Package 3.0. All existing functionality remains available, while this release adds several new tools designed to make managing your OvationCXM and Salesforce integration easier and more flexible.

Advanced Data Matching

Administrators can now create prioritized matching rules that determine how incoming OvationCXM records are matched with existing Salesforce records.

Matching rules can be configured for:

• Customers
• Locations
• Contacts
• Cases

Each rule can include filters, matching policies, and a fallback action for situations where no matching Salesforce record is found. Administrators can choose to:

• Create a new record
• Merge with an existing record
• Prevent the record from syncing

Advanced matching is optional. Organizations that do not configure matching rules will continue using the existing Package 3.0 matching behavior.

Granular User Access

Package 4.0 introduces more precise control over who can access and modify OvationCXM integration settings.

Administrators can now assign access levels that provide:

• Full administrative access
• Read-only access
• Restricted access
• No access

A new Administrator Permission Set provides complete configuration access, while the User Permission Set allows team members to review settings without making changes.

Users without the appropriate permissions will see a clear access-denied message.

Refreshed Settings Experience

The OvationCXM Settings console has been updated to make integration management simpler and more intuitive.

Key improvements include:

• A new Data Matching section
• Simplified configuration controls
• Clearer visibility into initial synchronization status
• Improved read-only experiences
• Faster loading of mapping sections
• Automatic saving of individual mapping changes
• Better synchronization status notifications

The previous Save Mappings button has been removed because mapping updates are now saved automatically as changes are made.

Workflow and Filter Improvements

Creating workflow rules and filters is now more streamlined.

Package 4.0 includes:

• A simplified operator selection experience
• Clearer operator labels and expected input types
• Support for standard Salesforce fields in filters and matching policies
• Improved handling of multiple workflow rules being configured simultaneously

These updates make it easier for administrators to create accurate workflows without navigating additional dialogs or encountering rule conflicts.

Improved Reliability and Error Handling

Package 4.0 introduces several improvements to help administrators diagnose and resolve synchronization issues.

Enhancements include:

• Correlation IDs for tracing failed synchronization requests
• Clearer error messages when a response is unavailable
• More resilient connection-health monitoring
• User-facing notifications when settings cannot be saved
• Full validation of imported configurations before existing settings are changed

These improvements provide greater visibility into integration health and reduce the risk of incomplete configuration updates.

Configuration Export and Import

Configuration exports now include:

• Data matching rules
• Matching filters
• Matching policies
• Fallback policies

The export process also removes incomplete workflow entries, helping ensure that exported configurations can be imported cleanly into another environment.

Upgrade Information

Package 4.0 is designed to preserve existing Package 3.0 behavior.

Advanced matching rules are opt-in. After upgrading, your existing matching process will continue operating until an administrator creates and activates new matching rules.

Before upgrading your production environment, we recommend:

1. Installing Package 4.0 in a Salesforce sandbox.
2. Assigning the new Administrator and User permission sets.
3. Configuring and testing matching rules and fallback policies.
4. Validating synchronization status and error logs.
5. Promoting the package to production after testing is complete.

With Package 4.0, OvationCXM customers gain more control over how records are synchronized, more flexibility in managing administrative access, and a more reliable integration experience.

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.

We revamped the Open Chats view that available for all users in Inbox.

We turned this view from a simple filtered list like the other views into a robust chat command center where you can see all your active chats, your chat queue, and your team's active chats in one place all with real time updates. This will help to improve response times, minimize clicks, reduce load times, and help to create an overall improved chat experience for your customers.

Here's a summary of updates to the Open Chats view:

• Instead of just a simple list of open chats there now are three sections in the Open Chats view. 1. My Open Chats 2. Unassigned Chats 3. Other Agent's Chats. This allows you to quickly see chats you are working alongside chats waiting in the queue.
• This view is now wired into real time updates so when a new chat comes in or gets claimed, the list will automatically update and the chat card will move to the correct section.
• You can now see a typing indicator on the chat card when the customer is typing in Messenger without needing to click into the case.
• The chat cards now also shows the last message that was sent so it's easy to tell if you need to open that case/chat to respond or not.
• There is a quick filter at the top of the list for the case created date so if a chat case gets escalated and remains open for a long time, it no doesn't have to clog your queue/list of new chats coming in.
• Opening a chat from the My Open Chats list will default to the chat panel showing on load rather than the Activity panel.

We just released real time updates for Cases. 

Now, when you are actively working on a case, any updates made by other users or systems will automatically and immediately appear on your screen. There's no need to refresh the page. 

This enhancement will lead to more seamless collaboration, provide real-time visibility into system updates and data syncs, and improve your overall experience. We hope this new feature makes your work more efficient and effective.

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.

We're excited to introduce a new feature that will enhance your experience with CXME: Saved Communication Drafts. 

Now, whenever you're composing a message (email, chat, or text) your draft will be automatically saved as you type. This means you can start drafting a message, exit the case, refresh, or even log out of the application without losing your work. When you return, your draft will be right there waiting for you.

This also means that drafts will be retained as you pop out conversation threads into an expanded or minimized state. This will allow you to start drafting an email, expand it if it's getting too long and you need more space, and minimize it to the bottom panel if you want to save it and easily come back to finish and send it later.

Each user's drafts are saved separately, allowing multiple users to have their own drafts within the same communication thread without any conflicts. Looking ahead, we have plans to roll out shared drafts. This will allow you to share drafts with colleagues for review before sending, or even have an AI agent generate a shared draft in an email thread, which all users can view, edit, and send.

We hope this new feature makes your communication process more efficient and seamless. 

We're launching a new feature for our Knowledge Library and Article publishing workflows designed to streamline and secure your content creation process. With this new capability, teams can now introduce a separation of duties that ensures all new content receives the proper approval before being published.

Here's what's new:

For Knowledge Libraries

• We added a revision history feature. This means you can now make edits to the branding and custom code in your Knowledge Library and preview those changes before publishing.
• We added a 'Require Publisher Approval' toggle. This ensures that any updates made to the Library or the Articles within it require approval from a different user than the one who made the last edit before they are published. 

For Knowledge Articles

• Activating the 'Require Publisher Approval' toggle on a library also introduces a new approval workflow for Articles within that Library.
• With the new feature enabled, when a user edits a draft article, they must obtain approval from another user before they can publish it.
• The approving user can choose to either approve the article, allowing the original editor to publish, or they can publish the article on behalf of the original editor.
• Any user that has contributed to the draft article is unable to Approve or Publish the article.

Please note that this new approval workflow only applies to Libraries with the 'Require Publishing Approval' flag enabled. By default, this workflow remains disabled for all Libraries that do not have the flag turned on. Learn more about this new feature in this article.

We believe these enhancements will help you maintain high-quality standards for your content and ensure your content is getting properly review and approved to meet your internal security requirements. 

Over the past few weeks we have released several improvements to Forms based on user feedback, including new features for form management, enhanced export formatting, richer case and location integration, and critical bug fixes.

New Features

Delete Form Submissions — Users can now delete individual form submissions directly from the submissions list. A confirmation dialog prevents accidental deletions. This addresses the issue of duplicate or incorrect submissions polluting report data.

Duplicate Form Confirmation on Cases — Adding a form to a case that already has that form will now display a confirmation prompt, preventing users from accidentally creating duplicate form entries.

Form Submissions on Locations — Form submissions can now roll up to the Location level. A new "Show on Locations" toggle in the Form Builder lets you control which forms appear on Location screens. If a Form has both Show on Cases and Show on Locations, submissions made from a case are visible on the associated location, and edits sync across both views. Forms with Show on Locations can also be added directly to a location without a case association.

Pre-populate Case Data in Forms — Forms can now be configured to automatically capture Case data on creation (e.g., Case ID, display name, Owner Team, etc.) when added to a Case. This context is stored with the submission and included in exports, reducing manual data entry as well as making it easy to trace submissions back to their originating case.

In-Progress Status for Forms on Cases — Forms on cases now show a more granular status progression: Not Started → In Progress → Completed. Saving a draft form for the first time automatically transitions it to In Progress, making it easy to distinguish between untouched and partially completed forms.

Submitter Data on Submissions — Form submissions now capture the name of the logged-in user who submitted the form. Anonymous submissions are labeled accordingly.

Improvements

Improved CSV Export Formatting for Multi-Value Fields — Multi-value fields (multi-select, checkbox groups, multiple dates, etc.) are now exported as clean comma-separated values instead of raw JSON arrays with brackets and quotes. This restores compatibility with downstream reporting tools and macros.

Human-Readable Date/Time in Exports — Datetime fields in CSV exports now use a user-friendly format (e.g., 4/6/2026 16:51 PST) localized to the exporting user's timezone, replacing the previous ISO 8601 format.

Updated Pre-Populate Fields on Cases — The list of available pre-populated case fields has been refreshed. New fields include Customer Name, Location Name, Owner Team Name, and Owner User. Legacy field-service metadata fields have been removed, labels have been cleaned up.

Cascading Form Deletion — Deleting a form now properly cleans up all related resources, including form submissions, action executions, and action registrations across Journeys and Cases.

Bug Fixes

Signatures now save correctly — Fixed an issue where both drawn and typed signatures were deleted upon saving or submitting a form.

Pre-populated fields persist — Fixed a bug where pre-populated form fields in Journeys would appear empty when re-opening the form task after saving.

Export date range corrected — Fixed a timezone-related issue where exporting form submissions with today as the end date excluded today's submissions.

Multi-select picklists work on Cases — Fixed multi-select dropdowns failing to open when a form was displayed in the Case modal.

Resolved intermittent "No submission ID found" errors — Fixed an issue where forms added to a case would intermittently fail to open, displaying "No submission ID found" or "Unable to display form." The form action now supports synchronous start to ensure the submission ID is reliably returned.

Clear button visible on multi-select fields — Fixed the clear (X) button on multi-select fields not rendering when the "Can Clear" option was enabled in the form builder.

Required field validation no longer triggers on load — Fixed a bug where required fields on forms opened from a Case immediately displayed validation errors before the user interacted with them. Validation now only triggers after the user enters and modifies a field.

Form submission pagination fixed — Resolved an issue where changing pages on the form submissions list had no effect.