Release Date: 04/16/24:

CX Manager

Added the ability to use custom fields in Email Templates. Previously only standard fields were available.
Fixed a bug where the Email from Chat Room email template was not respecting the filters for Owner Team on a Case. It will now use the proper email template based on the Owner Team of the Case.
Fixed an issue where cloned Cases from inbound emails to closed Cases were sometimes being assigned to the incorrect Owner Team.
Fixed an issue with outbound emails sometimes not appearing in the message history. We will continue to harden this specific flow.
Improved the loading time and process for email history on Cases.

Knowledge

Migrated all Knowledge Libraries from the default theme to the modern theme for bug fixing, performance improvements, and design updates.
Fixed a bug related to accessing internal articles for non content editors when the Article was restricted to certain Teams.

Fixed a bug where Tasks in multiple Parallel Steps would not all get properly created as the Journey progressed.
Fixed a bug where Automation loading spinners on the Journey Timeline sometimes would not disappear when the automation completed.

Fixed a bug where signatures were not properly saving and exporting on Form exports.

Updated API/v3 to allow cutomers/location/put and customers/user/put APIs to accept requests without customer_id when id is provided. This will help integrations where a Location moves to a new Customer and the original Customer ID is no longer valid.
Added SAML SSO integrations for the new CXME application along improved SSO configuration workflows.
Reduced the latency when redirecting a login after successful SSO login
Improved the resiliency of our eventing system.

Fixed an issue where email transcripts were not always being included in AI-generated Case Summaries.

We are in the process of launching our new Journey and Task analytics data and pre-built dashboards. We will be rolling these out over the comings weeks.