We've been working hard to enhance your experience on our knowledge sites. We're thrilled to announce that we've improved the page load times by an impressive 80%. This means you and your customers can now access the information you need faster than ever before.

We also significantly improve the response time and quality of search results on the knowledges sites as well.

We hope theses improvements makes your time on our sites more enjoyable and efficient. We plan to make a few additional performance-related updates soon and will keep you updated on those. 

We’re excited to announce the release of OvationCXM Package 3.0 for Salesforce.
This release introduces Locations as a core capability, improves workflow automation, and delivers critical fixes to enhance stability and reliability. Our goal with 3.0 is to simplify setup, extend functionality, and ensure smoother day-to-day use for admins and end users.

What’s New

• Locations as a Core Capability

  • Manage Locations directly in Salesforce for consistent handling across customers and cases.
  • Automatically assigns a default contact when a Location is created, simplifying case association.

• Customer–Location Mapping Improvements

  • We’ve split Customer and Location object mappings in Salesforce.
  • You can now map multiple Locations under the same Customer, instead of being limited to a one-to-one mapping.
  • This makes it easier to represent real-world hierarchies when managing large or distributed customer accounts.

• Smarter Workflows

  • Location-aware workflow rules let admins build automations that reflect real-world structures.
  • Improved flow templates with Location support to speed up automation setup.

• Enhanced Data Portability

  • Locations are now included in JSON import/export for easier configuration and migration.

• Simplified Administration

  • Location permissions and settings are available by default—no extra setup required.
  • Extended mapping options for cases and contacts.
  • Admin safeguards prevent duplicate object mappings.

Fixes & Improvements

• Fixed an issue where contacts from Ovation were not being created in Salesforce.
• Corrected errors when the same object was related to different entities in object mapping.
• Improved mapping for Salesforce custom objects.
• Resolved workflow index errors affecting some environments.
• JSON imports now retain site name fields properly.
• Fixed record synchronization issues between Salesforce and Ovation.
• Restored visibility of workflow fields when object mappings extend beyond Accounts, Cases, or Contacts.

📥 How to Upgrade

Install the latest package version here.

Release Date: June 2025: 

CX Manager

• We fixed an issue where some cases were not being automatically moved from a Resolved to a Closed status after two weeks. 
• We fixed an issue where periodically some CC recipients on an email thread could be removed from the thread when they were from the same organization as the sender but not a user in CXME.
• We fixed an issue where file previews would sometimes not show when accessing a file from a Case.
• We fixed an issue where clicking into a View that had grouped results would sometimes display zero results when clicking into a group.

Journeys

• We improved overall Journey performance when loading the Journey Builder as well as when loading the list of Journeys that can be added to a Case.
• We fixed an issue where a Step within a Path could not be set to sequential order.
• We fixed an issue where dragging an Action into a Step within a Path would fail to properly add the Action.
• We fixed an issue where the name of the Selection Action in the Path Condition was not properly displaying.
• We fixed an issue related to deleting an Action in a Journey.

Connectors & APIs

• We added the User's Role to the api/v3 response to make it easier to manage user onboarding and offboarding via 3rd party systems.
• We improve the load time of the Connector Marketplace and Embedded Apps on a Case.

AI

Phone Transcripts - We added the ability to automatically generate and save text conversdation transcripts for every phone call that creates a Case in CXME. When you save the call audio transcript, we will automatically convert it to text and save it as a PDF on the Case for easy future reference as well as being able to use this content in summaries and other AI use cases throughout the platform.

Security

• We added additional restrictions to our Content Security Policy across all areas of our application for improved security.
• We addressed multiple vulnerabilities for libraries within our application.

Introducing: Customer-Facing Journey Timelines

We recently launched a powerful enhancement to our Customer Journey Orchestration tool: shareable, customer-facing journey timelines.

You already rely on our platform to design and manage complex customer experiences across your internal teams and systems. You meticulously map out every step, ensuring smooth transitions and coordinated efforts. But until now, sharing that journey overview with your customer often involved manual summaries or static documents.

Bring Your Customers Into the Journey

With this update, you can now generate a dedicated, customer-friendly view of the journey timeline directly from the internal timeline. This dynamic timeline provides transparency and keeps your customers informed about their progress, key milestones, and what to expect next.

Key Features & Benefits:

1. One-Click Sharing: Generate a unique, shareable link for a specific customer journey timeline with just a single click. Easily paste this link into emails, support cases, or customer portals.
2. Controlled Visibility: You have complete control over what the customer sees. Use the familiar journey builder interface to select which Stages, Steps, and Actions are included in the customer-facing view. Keep internal actions internal while sharing relevant progress updates.
3. Customizable Language: Tailor the terminology used in the customer timeline. Adjust Stage, Step, and Action names within the journey builder to ensure they are clear, concise, and speak your customer's language, avoiding internal jargon.
4. Enhanced Transparency & Trust: Proactively share progress and upcoming steps, building trust and managing expectations effectively.
5. Improved Alignment: Ensure both your internal teams and your customers are perfectly aligned on the journey status and next actions.
6. Streamlined Communication: Reduce back-and-forth questions by providing customers with a self-serve way to check their journey status.

How it Works:

1. Navigate to the Journey in the builder where you want to enable customer-facing timelines
2. Update the Public Name for all Stages and Steps that you want to share with your customers
3. Optionally toggle the Visibility on Steps and Actions to ensure you share exactly what you want.
4. Set the Journey Visibility to ‘Customer’ under Options > Edit Journey
5. Once the Journey is published and added to a Case, navigate to the Journeys tab on the Case and click the menu in the top right and select “Copy Public URL”
6. The URL will be copied to your clipboard so you can easily share it directly with your customer for them to follow along or take action as needed

We believe this feature will significantly enhance collaboration and communication between you and your customers, leading to stronger relationships and improved overall experiences.

Dive in and start sharing your journey timelines today! As always, we welcome your feedback. Please don't hesitate to reach out to our team with any questions.

The latest update to our Customer Journey Orchestration product is designed to give you more control and flexibility: Multi-Level Nested Paths.

Until now, creating branches within your journeys was limited to a single layer per decision point. With today's release, you can now nest multiple paths within existing paths.

This enhancement allows you to:

• Create more sophisticated and granular journey logic.
• Build highly personalized routes based on multiple sequential conditions.
• Map complex customer scenarios more accurately and efficiently within a single journey.

How it works: Simply click on the Path icon on a blank Step within a Path and confirm you want to convert that Step to a Path. It will then transform your Step into a Path and you will be able to define the next level of logic for the Journey.

This update will be rolling out to all organizations in the coming days. Once you have a chance to test it out, please let us know your feedback and we will continue to improve the workflow.

Release Date: April 8, 10, 2025

CX Manager

• We updated the font across our application to make the text easier to read at all sizes.
• We updated our Merge Case functionality so now communication threads that have 0 messages will not be merged to the new primary Case. Blank communication threads will now be discarded to avoid clutter on the new primary Case.
• We fixed an issue where Cases were periodically returning from Waiting to Ready before they were supposed to. 
• We fixed an issue where the 'Required to Resolved' toggle on custom Case Layouts was not being enforced on Custom Multi-Select Picklist fields. Now When this toggle is active the Case cannot be resolved until that field has at least one option selected.
• We fixed an issue where filtering a Case by Sponsor Organization would not retain the set filters.
• We fixed an issue with users logging in with SSO periodically needing to log in twice.
• Case Summaries: We fixed a bug where a user sometimes was presented the case summary from the previous case when creating a new case.

Knowledge

• We enhanced the code block styling in Knowledge Articles to make it easier to document, share and use code in Articles. There is a new Insert Code item in the menu, which will add a code block to your Article.
• We fixed an issue where pasting content into a Tab Body could break the tab layout. Now pasting into a Tab Body will retain the structure of a Tab.
• We fixed an issue where pressing Enter in a Tab or Accordion body would create a separate body rather than staying in the same body and going to the next line. Now pressing enter in a Tab or Accordion body will move the cursor to the next line within the same body.
• We fixed an issue where rows in tables alternated colors even when you have the Alternate Rows setting off.
• We fixed an issue where the layout would break when adding an Accordion or Tabs to a List or a List to an Accordion or Tab body. Now both will work as expected.
• We fixed an issue with the vertical spacing of bullets in the Article editor where the first indented item in a list would have less spacing than the other items.
• We made it easier to select and edit the Accordion Name without breaking the layout.
• We removed the menu option in Articles to style links since that styling is handled in the global CSS file.
• We updated Accordions and Tabs to make it easier to select the Header and Body text.
• We updated Accordions and Tabs to show alternating colors between rows to make it easier to differentiate between them.
• We updated the structure of Tab titles so they are easier to edit without breaking the subsequent tabs.
• We updated the styling of Tabs so the Tabs on the second row don't change position when the tabs on the first row are selected.
• We upgrade our Knowledge Article editor to the latest version, which included several enhancements, including, improved pasting images, pasting from MS Word docs, formatting of pasted bullets, bullet indentation, issues with the sticky toolbar, and more.

Journeys

• We added the ability to Clone a Journey. This includes cloning all Stages, Paths, Steps, and Actions as well as all Revisions. To clone a Journey, open the Journey you want to clone and select Clone to New Journey from the Options menu. You can also clone a Journey from the menu button on the main Journey list. 
• We fixed a bug with the spacing of Action names on the timeline. Action names will now appear on the same line as the Action icon.

Integrations & APIs

• We launched our Zoho Connector and you can read out it here. 
• We improved the performance of our /issues/put endpoint

Toolbox Application

We fixed an issue with mobile notifications not sending on the Toolbox application.

Reporting & Dashboards

We fixed an issue where users sometimes received an error when trying to edit dashboards inside CXME.

We are thrilled to announce the newest addition to the OvationCXM platform – the Zoho Connector! This powerful integration bridges the gap between Zoho CRM and OvationCXM, creating a seamless workflow for teams to deliver exceptional customer experiences.

Key Features of the Zoho Connector:

    1.    Sync Customers, Contacts, and Cases Effortlessly

Automatically sync customer information and interactions between Zoho and OvationCXM. This ensures your team has a unified view of customer data in real-time, eliminating the hassle of manual data entry and improving data accuracy.

    2.    Automated Case Creation

Sync Zoho activities, such as form submissions or case updates, directly into Cases in OvationCXM. Streamline your team’s workflow and ensure no customer request or inquiry falls through the cracks.

    3.    Custom Field Mapping

Use our intuitive field mapping to align custom fields between Zoho and OvationCXM. Map properties like case/account status, and more to match your unique business processes.

    4.    Real-Time Updates Across Platforms

Any updates in Zoho—whether a contact is modified, a case is updated, or a deal closes—are instantly reflected in OvationCXM and vice versa. Keep your teams aligned and your data always up-to-date.

Ready to Get Started?

If you’re interested in leveraging the Zoho Connector to enhance your customer experience workflows, reach out to your account manager today for early access.

Release Date: March 2025: 

CX Manager

• We updated date and time fields in Reports to always show in the timezone of the user that ran the report rather then always showing in UTC.
• We fixed a bug where custom fields of type Product Picklist would show correctly on the Location Layout on the Customer screen but incorrectly on the Location Layout from clicking on the Location Card in the Customer Panel on the Case screen. Custom Product Picklist fields will now show properly on all Location Layout screens.
• We fixed an issue where escalating a Case to a Team in another Organization would show the Owner User field as blank but it would remain set to the original user. Now when you escalate a Case to a Team in another Organization and leave the Owner User field blank, it will properly set the Owner User field as blank.
• We fixed an issue where a user was required to click the Run Filter for any ad hoc filters every time they left and returned to the Cases list. Now when a user sets ad hoc filters on the Cases list and navigates into a Case and back, the Cases list will remain filtered with the previously set filters.
• We fixed an issue where a user  would experience a blank screen after navigating into a Case from a grouped Cases View on page 2+ and then clicking back to the Cases list. Now the Cases list will properly show when navigating across multiple pages on grouped views.

Knowledge

• We fixed an issue where adding an Accordion to a Tab Body in a Knowledge Article broke the Tab structure. Now when you add an Accorion to a Tab, the Tab body will properly retain its structure.
• We fixed an issue where a user would press Enter from within a Tab or Accordion body in an Article and it would break the Tab or Accordion. Now when you press Enter in a Tab or Accordion body it will take you to the next line within that Tab or Accordion.
• We fixed an issue where clicking the Next Line button after an Accordion added to the bottom of the Article would put the new line within the Accordion
  rather than below it. Now clicking the Next Line button after an Accordion will put the next text outside of th Accordion.
• We fixed an issue where a user would insert a Tab into an Article body and it would sometimes add to a bulleted list. Now a Tab will be added directly to the body without adding any bullets.

Security

• We improved our SSO integrations to better validate against expired SAML tokens.
• We updated our Content Security Policy Headers and CORS policies for enhanced security.

Reporting & Dashboards

• We fixed an issue where filtering visualizations in dashboards with datetime fields would sometimes cause calculation errors.
• We fixed an issue where attempting to edit a visualization on a Dashboard would sometimes results in a CSP error. Now when you edit a visualization you are able to without any errors.

Admin & Settings

• We added the ability to use Control + Click or Command + Click on the Settings dropdown in the top right to easily open the Settings screen in a new tab.
• We fixed a display issue where the Availability would show as 'During Business Hours' on the Messenger configurator when it was really set to 'Always'. Now the screen will always show the proper availability.
• We fixed an issue where long custom fields names would cut off the buttons to add conditional logic or remove them from the layout configuration screen. Now you will be able to access the menu options for all fields on the layout screen no matter how long they are.

We're excited to announce a significant upgrade to our infrastructure! We've successfully migrated to a new direct connection between our data centers, dramatically improving our inter-datacenter connectivity.

Key Improvements

• Eliminated Single Points of Failure: Our new infrastructure features switch-level redundancy between datacenters
• Automatic Failover: Network issues can now resolve without manual intervention
• Consistent Performance: Reduced variance in latency for more predictable service quality
• Enhanced Resilience: Better protection against firewall issues and internet congestion

Performance Metrics

Our average ping times are consistent with previous tests while bringing subtantially more stable and predictable performance. 

What This Means for You

• Improved Service Reliability: Experience fewer disruptions and more consistent performance
• Faster Incident Recovery: Quicker resolution when network events occur
• Future-Ready Foundation: Enhanced infrastructure to support our continued growth and new features

This upgrade represents a major step forward in our network architecture and demonstrates our ongoing commitment to providing you with the most reliable service possible.

Release Date: February 2025:

CX Manager

Case Management

• We added the ability to control+click and command+click on 1) Cases in the Cases list 2) Chat tiles in the top nav bar and 3) the main navigation list. Doing this will open the new screen in a new browser tab without impacting your current screen.
• We added the ability to merge cases from the Case edit screen. Click on View All on the Cases section of the Customer panel and from there you can select your Cases to merge. This will make it easier to quickly find related or duplicate Cases for a customer and merge them together without complex filters.
• We fixed a bug where some picklists were retaining hidden values after a user would enter an invalid value into a required picklist field and then delete the value. Now when a user removes a value from a picklist it will properly clear the value and the field will search as expected.
• We fixed an issue where the type ahead text in a picklist field would sometimes get stuck causing the picklist to not show all the values even after the text was removed. Now deleting the text in a picklist will reset the fitlers and show all available options.
• We fixed an issue that caused Tags and Categories to continue to show on the Tags and Category fields on a Case after a Team was deleted from the Tag in Settings. Now when you delete a Team that is related to a Tag, that Tag will no longer show as an option on the Tags picklist on the Case Edit screen for users on that Team.
• We fixed an issue where the Cases Selected count that shows at the top of the Cases list when you select multiple Cases would sometimes show an incorrect count. Now when you select multiple Cases on one or more pages it will always show the proper count both before and after merging Cases.
• We fixed an issue where some Cases would periodically fail to display Events and would have improper access controls.

Customers

• We fixed an issue where custom URL fields that were accessed from the Customer screen were not opening the links in a new tab when clicked. Now when you click on the URL in a URL field type on the Customer Location panel, it will open in a new browser tab.
• We updated the functionality of custom product fields so when you add a product from the Add Product list it is saved to that field rather than only saving to the list of available products for that Location.
• We fixed a bug where custom product picklist fields would peridodically disappear from the Location Layout when accessed from the Customer Panel on the Case edit screen.
• We fixed an error that was being thrown when pressing the Add Product button on Product fields on a Location. 

Communications

We fixed an issue where sending an email to an email integration inbox with multiple email addresses in the To: field would only show the the email integration inbox email address and all other email addresses in the To: field would not be displayed. Now all email addresses in the email’s To: field will show on the Communication Panel To: field. 

Journeys

• We added the ability to cancel any open Action in a Journey from the timeline view so you can close out any Action that is stuck or no longer needs to be completed. Canceling a Task will also now post an event to the events timeline to show the date and time that the Task was canceled. 
• We added the ability to force complete an Action in a Journey from the timeline view so you can mark any Action as Complete if it was completed out of order.
• We added functionality to automatically close out any outstanding actions on a Journey when the Journey Closed Out function is used from the timeline. This ensures that that there will be no orphaned Tasks after a Journey is manually closed.
• We updated the icons in the timeline for Steps and Stages that contain Actions that are skipped. Previously it would show the Stage and Step as skipped when they contained a skipped action. Now they will continue to show as In Progress or Completed.

Knowledge

We fixed a bug where the Load More Events button was not showing at the bottom of the Events tab on Knowledge Articles.

Connectors & APIs

• We added Zoho and IRIS CRM to our list of connectors. We will discuss the details of each one in a future post.
• We fixed an issue where changing the name of a Connector was not properly saving.

Messenger (Web & SDK)

• We added rich text formatting for AI agent responses in Messenger to make long responses easier to read (line breaks, lists, clickable links).
• We disabled in-app surveys for canceled cases to prevent incorrect or accidental ratings.
• We added additional retry logic when opening Messenger in case chat ever gets stuck loading messages.
• We added a configuration option to Messenger to show or hide a button that allows customers to immediately route a conversation to a human while they are chatting with an AI agent.
• We fixed an issue where timestamps were showing an incorrect time. Now all timestamps in Messenger will show based on the user's computer timezone.

AI Agents

• We enabled auto case creation and team assignment when routing from an AI agent to a human.
• We added multilingual capabilities with auto language detection to our conversational AI agents.

If you are interested in testing our the beta of our conversational AI agents, please let us know! We would be happy to set one up for you, trained on your knowledge.

Reporting & Dashboards

We updated the default timezone for dashboards to display date/times in PST. If you want the default timezone updated for your organization's dashboard, please reach out to the Customer Success team.

Admin & Settings

• We added a Teams field to restrict Tag and Category acess to the add and edit screens for Tags and Categories in Settings. Leaving this field blank will make the Tag or Category available to all users.
• We added a new Manage Tokens permission to break Tokens access apart from the Edit Organization Settings Permission. This new permission will automatically be given to all users with an Admin Role and can be manually added to your custom packages from Settings > Roles & Permissions > Select Role > Edit Permissions > Administration Settings.

We updated the Edit Organization Settings Permission to control fewer options in Settings. The details are described below:

1. The Manage Teams permission now controls showing/hiding the Teams navigation item in Settings (even with Edit Organization Settings off) 
2. The Manage Users permission now controls showing/hiding the Users navigation item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Manage Users Passwords" and "Manage Users" to have "Users" nav completely removed from Settings.
3. The View Reports permission controls showing/hiding the Reports nav item on the main Nav list (even with Edit Organization Settings off). Note that you will need to disable both "View reports" and "Manage Reports" to have "Reports" option fully removed from main navigation.
4. The Create New Knowledge Bases permission now controls showing/hiding the Knowledge nav item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Create New Knowledge Base" and "Edit Knowledge Base Settings" to have "Knowledge" item fully removed from Settings.
5. The Manage Communications Channels permission controls showing/hiding the Channels and Settings options under Communications header in the Settings navigation (even with Edit Organization Settings off) 
6. The Edit Organization Settings now only shows/hides the General Settings navigation item in Settings.

Security

• We added additional IP checks during user session validation.
• We added additional rate limiting to our login screen to prevent automated attacks.
• We improved our application defense against possible clickjacking.
• We updated application dependencies to mitigate any third party vulnerabilities.
• We improved application security by limiting the number of concurrent user sessions. Users can still work in multiple tabs at the same time.