Release Date: 09/11/26: 

CX Manager

Cases

• Added the ability to search for contacts in the Contact dropdown on the Create Case modal.
• Updated the Cases Views so they no longer show every filter parameter in the URL. Now it just shows the filter ID and sort parameters. You can add as many filters as you want to a view. The parameters will only show when you are adding new filters before saving them.
• Fixed an issue where sometimes case status could be set to 'null' through certain integrations.
• Fixed an issue where users with numeric IDs experienced an issue viewing cases assigned to them in Cases Views.
• Added a scroll bar to the Open Chats system view.
• Fixed a bug with setting the scheduled date using the equals operator on case filters.
• Fixed a bug where having 4 statuses filtered at the same time did not properly save (e.g. In Progress, En Route, Scheduling, and Scheduled).
• Fixed a UI bug where changing between cases from Case History block wasn't refreshing the case summary on the newly loaded case
• Improved performance of avatar loading.
• Updated some remaining 'Boomtown' references to OvationCXM.

Communications

• Fixed an issue where exchange forwarding loops via SRS bypass loop detection and create duplicate cases.

Forms

• Fixed an issue where unpublishing a Form would not remove it from the list of Forms available on Journeys or Cases.

Integrations & APIs

Connectors

We are launching a new version of the Salesforce managed package (version 5), which has several important updates. The full release notes will be posted shortly.

APIs

• Added a new API to APIv3 to lookup Customer Contacts by email address.

Messenger (Web & SDK)

• Fixed a bug where sending URLs with multiple underscores (_) would cause the link to be incorrectly formatted and would not open.

AI Agents

Case and Customer Summaries

• Improved customer summaries with enhanced milestones to specifically find key issues or customer milestones (e.g. cancelations, upsells, etc.) and surfacing them on the customer summaries.
• Improved engagement metrics on customer summaries to include recency so it better reflects recent interactions.
• Added case notes as a data source on AI summaries.
• Improved status field mappings to always show names instead of IDs.
• Improved sentiment to look not just at communication tone but also topic of the conversation (e.g. it can be Frustrated if the subject involved dissatisfaction even if the tone remains professional).
• Updated conversation summaries to show RefID instead of Case ID if included.
• Improved usage of names in summaries so it doesn't use IDs for users in its output.

AI Studio

• You can now provision a new phone number with a single click on the AI Agent configuration when setting up a new voice AI agent.
• Fixed a bug with the URLs in AI Agent data sources - if you didn't add https:// it would open to the wrong URL.
• Fixed a bug preventing token usage from properly showing on AI Studio Home.

Tools

• Added the ability to filter the Knowledge Search tool for agents down to specific Labels in additional to Libraries and Visibility
• Added a Get Case Notes tool.

Reporting & Dashboards

• We improved the run time and consistency of the dashboard data.

Admin & Settings

• Added the timezone field to the User screen in Settings > Users in addition to the user profile screen.
• Added the Allow Unsecured File Types field in Settings > Security & Identify so orgs can optionally allow HTML and HTM files (note there is currently a backend bug for this also being worked on).
• Fixed an issue with IdP-initiated  SAML logins redirecting to app.goboomtown.com instead of app.ovationcxm.com.