Product Updates

today

Updates & Bug Fixes

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

  • We added Merchant ID and Case ID tokens for email/alert templates so they can be used in automated emails.
  • 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.

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  • We improved handling and fallback UX for Messenger when the Organization API Token is no longer valid.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 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.


Avatar of authorAlan Finlay