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:
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:
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:
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.
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.
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.
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:
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
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.
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.
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.
