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.