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.

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

Release Date: 06/09/2026: 

This release focuses heavily on improving system stability, fixing known bugs, and enhancing specific communication and knowledge base functionalities. Here are the key changes in this release.

CX Manager

Communications

• Improved Email Formatting: Outbound email templates can now be updated to have the signature appear directly under the latest message rather than at the bottom of the full thread. This can be done by updating the tokens in your email template. While we kept the current CHAT_EMAIL token as it is to limit disruption, we added EMAIL_LATEST and EMAIL_HISTORY to allow you to customize exactly how you want the last message the history to appear in the email body.
• Faster Chat View Performance: Fixed a bug that was causing Chat Case Views to load slower than other Views.
• Duplicate Case Prevention: Fixed an Exchange forwarding loop issue that was bypassing loop detection and creating duplicate cases when some inbound emails were received.

Cases

• Log Activity Alignment: Improved log activity consistency by aligning the "Reopened" issue log events between the user interface and the API.

Automations

• Automation Accuracy: Fixed a bug where the "Case Modified" automation trigger was incorrectly evaluating exact issue tag matches. When an Automation was triggered by Case Modified, any condition using Case: Issue Tag failed evaluation and returned false, even when the current tag value matched the configured comparison value. Now automations with those conditions will be properly executed.

Knowledge

• Knowledge Base Styling Updates: Enhancements to how articles are previewed and styled internally and externally to ensure a consistent appearance. This will only be updated for Libraries that are using the default Modern theme without any customization.
• Search Improvements: Resolved an issue causing high latency and errors within the production search index, resulting in a more reliable search experience.

Messenger (Web & SDK)

• Link UI Improvement - We updated messages shown in Messenger to automatically linkify links shared in plain text. 

Forms

We have released over 20 updates to our new Forms product and we'll post a separate release note on those updates shortly.

You can now pre-populate fields on Forms within Journeys using data from the Case related to that Journey or from previous actions on the Journey. 

This enhancement is designed to save you time by reducing the need for repetitive copy and pasting when completing Forms within a Journey. It also allows internal teams or customers to easily validate existing data during the life of a journey. 

To pre-populate form data on a journey, navigate to the Journey Builder and open your journey. Select a Form Action and on the right side editor panel you will see the form fields with the ability to pre-populate the field with data from the related Case or from previous actions within the same journey.

Once saved and published, the next time you access that form on the journey from the journey timeline, the fields will be pre-populated with your selected data.