# CX Manager ## Cases - Fixed an issue where the conditional logic on the Case Layout was not working when setting a field to show when X is not Empty - Fixed an issue where the Location Name was missing from the Location overlay on the Case screen - Fixed an issue where if an organization has Custom Ecosystem Fields in their Case layout, users in their ecosystem but outside of their organization could not see these fields when they are creating a new Case - Updated the tab name from Integrations to Connectors on the Solutions panel of a Case ## Communications - Fixed an issue where users would see a message with a snippet of code in the communications panel when a customer clicked End Chat in Messenger # Knowledge - Fixed an issue where the page would sometimes fail to load when creating a new Article while actively editing another Article # Virtual Assistants **Virtual Assistant Connectors** We made the Virtual Assistants more actionable by adding the ability to capture and send user data through connectors/API integrations during conversations. Users can add connector actions on their Virtual Assistant flows to send data from conversations to third-party connectors. As part of the first release, we are launching lead generation on Salesforce through these conversations. With connector actions, the Virtual Assistants can now act as a single access point connecting different services internally and externally. - Added a Connectors Icon on the Virtual Assistant Builder Canvas to add and connect connector actions on Flows. Supported connectors that are integrated and authenticated on OvationCXM platform will be available for the users to choose from the connector list. - Added functionality to directly create a new lead on Salesforce from the Virtual Assistant conversations. Available for organizations having Salesforce connector pre-authenticated and integrated on their OvationCXM platform. - Added ability for users to map entities/customers/locations/cases/manual input to the following fields (Channel, Name, Email Address, Phone Number) for "Create a new Lead" action with Salesforce connector - Added the ability to display the required and optional fields that can be sent to perform the selected action from the selected connector. Users can map entities, locations, cases or customers to these field or can add a static manual input - Added the connector fields to the reporting data for Virtual Assistant analytics - Added the functionality to test a connection while "Create a new Lead" on Salesforce as action for a Virtual Assistant flow. Test Connection button will create a dummy lead object with dummy values on Salesforce for users to verify the connection link and field-object mapping. **Additional Updates** - Fixed an issue that prevented Virtual Assistant from getting initialized and responding to the messages coming from the SMS channel - Added Sentiment Analysis as part of Virtual Assistant Analytics. Virtual Assistants will be able to classify user responses into the following sentiments: Positive, Neutral, Negative. # Reporting & Dashboards - Fixed an issue where the MID field wasn't being updated on report data after being updated from its original value # Admin & Settings - Fixed a bug where changing information on a Team in the Platform would remove that team from any Custom Alert Templates previously used by that Team - Fixed an issue where the link sent within the password reset emails was not always working Alan Finlay # Launch of the New Article Editor We have made a bunch of new and exciting updates to the way you edit an Article in Knowledge. We not only streamlined the user interface but also introduced some new features that improve the overall experience and workflow. ## New Features & User Experience Enhancements ### View State You are no longer taken to the Edit State of a Draft when you click on one from the main Knowledge view. Similar to clicking on a Published Article Card, you will now be taken to the View State of the Draft. We also unified certain actions available so you can perform them whether in View or Edit State, depending on permissions. (e.g. Publish, Unpublish, Discard Draft, Comment, etc.) ### Versions We reworked the concept of Revisions. The Revisions picklist is now visible in the View State and will allow you to select what we are now calling Versions: Published, Draft, or Previously Published (formerly known as Revision). This will allow you to review different Versions individually and take appropriate action. When you unpublish a Published version, it will now convert to a Previously Published version. This not only gives you an audit trail but allows you to review the Previously Published version if you need to copy content from it. The timestamp for Draft versions is the last time the Save button was clicked. We moved the timestamp to the version picklist so you can quickly see when things were updated. The timestamp for Published and Previously Published versions is the date/time they were published. ### Article Information Panel We combined the 2 panels into 1 collapsable and resizable panel to give you more room for updating the content of the Draft. We also reorganized the Details tab and removed the individual Change/Done functionality for all of the fields in it. You can now update any of the fields directly without having to click Change first, then simply click the Save button. ### To Do Tab We created a To Do tab for adding and resolving comments and for future improvements and features such as Article Approvals. ### Events Tab We moved the Stats to the top of the Events tab and introduced a Load More Events button at the bottom. 15 event logs will load by default and 15 (or less depending upon the total number of event logs) will load every time you click it. We also cleaned up the logs themselves by getting rid of duplicate logs, removing extraneous information, and updated the verbiage to match the interface (e.g. Teams are listed by their actual name instead of their ID). ### Labels We updated the way you add Labels to an Article by mimicking the way Labels are displayed in the main Knowledge view. You can now search or simply click through the same style tree and check the boxes next to the Labels you want to add to the Article. This makes it easier to find the label you are looking for, especially if you have multiple sub-labels with the same or similar names. ### Search Terms Keywords are now known as Search Terms. Adding Search Terms will now behave more like adding Tags or Products. A removable badge will be added for every Search Term you enter. You can also add phrases for exact specific searches to improve search results. ### Main Action Buttons We moved the main buttons from the bottom right to the top bar with the Version picklist. This brings the most frequent actions you perform front and center of the editor. We broke out Publish into its own button to make the publishing process easier and faster. We also introduced a 3-Dot Menu for less frequent actions and to introduce more functionality in the future. ### Cancel Button We updated the behavior of the Cancel button. When you click Edit on a Published version that has no Draft, a new Draft gets created based on the Published version. If you don’t make any changes or click Save, clicking Cancel will discard the Draft for you and take you back to the View State of the Published version. If you do make any changes to a Draft and don’t click Save, you will receive a popup asking if you want to save your changes. ### Discard Draft You will now be presented with a confirmation popup when you click on Discard Draft to avoid accidentally deleting something you shouldn’t have. ### Refresh or Close Tab/Window If you refresh your page or attempt to close the tab/window you are working on while you have unsaved changes, you will be prompted by your browser. ### Code View Saving You can now Save any changes you make while in Code View without having to switch back to the standard view first. ### File Manager We added an option to the toolbar while you are editing an Article called File Manager. This will allow you to upload files you wish to reuse in multiple Articles throughout your entire library. Clicking on the thumbnail will insert the file into the article you are editing. Clicking the Replace icon will allow you to swap out the file and it will automatically update any Articles using the file without changing the Article status. Clicking the Delete icon will allow you to remove the file just from the File Manager itself or remove it from any Articles it is in. ### Create Article Modal We updated the way new Articles are created. When you click on Create > Article, you are now presented with a modal where you can enter the Title of your Article, select the Library it will be nested under, and optionally choose a Template. This streamlines the creation process and ensures Articles are also created in the Library they belong to. ### Export to PDF We added an option in the Three-dot Menu to export Articles to a PDF version whether you are in the View or Edit State. If you are interested in using the new knowledge editor, email [product@ovationcxm.com](mailto:product@ovationcxm.com). # Updates & Bug Fixes - Made an update to automatically refresh the Case List View when clicking the back button from a Case Four Panel back to a Case List View to ensure the most up-to-date information is shown on the Case List View - Updated the Case Layout logic to make the Owner Team field on any Case or Work Order Layouts required to save or resolve the Case - Fixed an issue where the correct Resolution Status was not always showing - Fixed an issue where the expand/collapse button on the Case Panel (Panel 2) of a Case was not collapsing the panel back to its original size - Fixed an issue where clicking Cancel during the Change Customer flow on a Case was brought back to the Case List instead of remaining on the Case - Fixed an issue where the Escalated icon did not display on a Case until after a user refreshed their browser - Fixed an issue where clicking the Edit and/or Resolve button on the Journey Tab of a Case didn't work - Fixed an issue where Section and Blank Spaces on Layouts were not showing on our updated Case Management screens - Fixed an issue where the Location card in Panel 1 of a Case was blank if the Customer had more than one location associated to it - Fixed an issue where creating a Case from the Customer Card ellipses menu > Create Case or Create Work Order didn't display the Case Events or Case Details on Panel 2 of the Case until you manually refreshed your browser ## Knowledge We fixed a bug where adding a word in between curly brackets was not showing up in the external article because it was being confused for a token. ## Integrations & APIs Fixed a bug where Notes were not being added to the Events timeline from the Phone API. Notes can now be added for the AgentAnswer, AgentHangup, and QueueExit API calls. ## Messenger SDK Fixed a bug where the mobile SDK would sometimes hang or crash on the customer rating screen. ## Virtual Assistants - Added the new Sentiment Analysis logs to the Bots Activity Table - We made Bots Training more consistent in terms of memory usage and time to completion by now training in batches - Fixed an issue where Bot trainings were failing for large Bots ("Training Timed Out") due to a large load from the confusion matrix - Fixed an issue where Bots were giving entity type errors when trying to again train the pre-trained entities - Fixed an issue where Bots were showing the same flow name as two different options when clarifying topics in conversations # New Knowledge Editor We are excited to roll out the new Knowledge Editor which boasts a single-panel layout and offers a more streamlined user experience. To improve the experience of writing, editing, reviewing, and configuring articles on our Knowledge Editor, we optimized for two drivers: usability and productivity. - **Focused Workspace** - **Article Details** - **Events** - **Session Timeout Recovery** - **Preview Screen** This set of changes provides the scaffolding for future changes to come, from further Event logging enhancements to new features in To Do such as Article Approvals.