We are excited to introduce a new feature in CXME that enhances how you communicate and manage your email interactions. With our latest update, you can now forward an email message to start a new conversation tread on a case with a different audience while maintaining the context of the original case.

This feature is particularly useful when you need to involve a third party in a discussion without disrupting the ongoing conversation. It allows you to send the message and its entire history to a new recipient, effectively creating a separate thread that is linked to the same case.

For example, if you're handling a customer inquiry that requires input from an external supplier, you can forward the relevant email to the supplier and initiate a new conversation. Meanwhile, your original conversation with the customer remains intact and unaffected. You can also name each conversational separately to keep the clear and organized.

To forward an email to a new conversation, click the 3 dot menu button to the right of the person's name in the email header for the email (and the history) that you want to forward.

A new conversational will be created with blank To and CC fields, adding 'Fwd' to the subject and appending the full history to the body of the new email.

We believe this added flexibility will improve your communication flow and case management. Try out the new feature today and let us know if you have any feedback.

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.

You can now search, filter, and sort tasks in your task views, giving you more control and flexibility.

With the new search functionality, you can quickly find tasks by searching for text in the task name. Our filtering options allow you to narrow down your task list by Owner Team, Owner User, Status, and Due Date. Additionally, you can sort your tasks by due date, created date, and updated date to prioritize your work effectively.

Each of the four task views now includes prebuilt filters, which you can edit to see updated lists that match your specific needs.

Stay tuned for future updates, as we plan to introduce the ability to save custom task views, similar to how you can currently save custom case views.

As always, please let us know if you have any feedback.

You are now abIe to bulk edit Tasks in CXME.

Managing your tasks will now be easier and more efficient as you can now bulk update Task data directly from the Task views. You can update any of the fields on your tasks with just a few clicks.

This new feature is perfect for quickly updating due dates, changing statuses, reassigning ownership, and more. It’s designed to save you time and streamline your workflow, making data updates fast and easy.

To bulk edit tasks, expand your task list

Select multiple tasks at once, and click on bulk edit. 

From there, you can edit any field on the case, confirm your changes, and all selected tasks will be updated simultaneously.

We hope you enjoy this new capability and please let us know if you have any feedback.

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.

The UPS connector is now available in Connector Marketplace. Now you can see live package tracking on the case, and can optionally map two case fields so tracking number gets passed to UPS on its own and keeps current delivery status on the case.

What’s new

Live tracking on the case. Connect UPS from Marketplace and agents get the current shipment status and timeline in an embedded view on the case. They don’t leave CXM, and they don’t paste tracking numbers into UPS.com. The timeline updates from the mapped tracking number. Extra shipment detail (scan events, location, etc.) stays in that embedded view. We only write current delivery status out to a case field, not the full history.

Auto-track from a case field. Optionally pick the case field that holds the UPS tracking number (standard or custom). When someone opens the case, the connector reads that field and looks up the shipment automatically. No Search click. If you leave this unmapped, the connector still works. Agents can track from the embedded app the way they did before. An empty mapping also no longer throws workflow errors in the background.

Save delivery status on the case. Optionally pick a standard or custom case field for current UPS delivery status (In Transit, Delivered, and so on). Once that’s mapped, CXM writes the latest status onto the case so you can filter views, report, and run automations on it. If you skip this mapping, status still shows in the embedded tracker. It just isn’t stored as a case field.

Both mappings are optional and independent. You can auto-track without saving status, save status without auto-track, do both, or do neither.

How to use it

1. Add the UPS connector from Connector Marketplace and complete the UPS connection.
2. If you want auto-lookup, map the case field that already stores the tracking number.
3. If you want status on the case, map a standard or custom field for current delivery status.
4. Open a case that has a UPS tracking number. The embedded tracker should load the shipment and, if you mapped status, write it to that field.

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 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.