3 years ago6/30/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-1OLqNO) _Release Date: 07/13/23:_ # CX Manager ## Navigation - Updated the main navigation dropdown menu for small screens so that if you are in a specific section and you click on that section again, it brings you back to the main list. For example, if you are on a Case and click Cases from the navigation, it will return you to the Cases list. - We fixed an issue where the text was being cut off in the main navigation dropdown menu. ## Cases - We fixed a bug where the Files tab was periodically disappearing from the Case panel in the CX Manager if a user pressed Cancel or Edit directly after uploading a file. - We fixed an issue where the navigation text was being cut off in the main navigation dropdown menu on small screens. - We updated colors in several areas of the application to be ADA compliant. ## Automations - We updated the filter options on Case Automations to include the Case Name field. # Knowledge - We improved the behavior of adding or changing a Label icon in Knowledge. You will no longer have to click Browse and Upload. When you click on the Add Icon or Change Icon button, you will be able to select a new image from your computer and it will automatically upload (you will still need to click the Save button in the modal to implement the icon change). - We added a modal that appears when the Session Timeout Warning modal reaches 0 that informs the user they have been logged out. - We made the Sort button in Knowledge Home ADA compliant by improving the way screen readers announce each option and the way the list is sorted. - We made updates to the Knowledge home page for ADA compliance. Both the filters and recent comments panels are now collapsible and expandable. They will auto-collapse on smaller screens. We also made the header options more responsive by combining them into a menu when the screen size gets too small. - We updated the Comments in the To Do tab to be ADA compliant. All buttons have accessible names and are reachable and operable by keyboard. - We updated the Labels section in Knowledge Home for ADA compliance. All expandable/collapsible elements now have accessible names, button roles, and announcements when they are expanded or collapsed. - When editing a Label in Knowledge, we changed the naming of Label Avatars to Label Icons. This is a more accurate naming convention for this particular concept. - We fixed a bug where resolving a Comment in Knowledge was updating the Comment log and not creating a separate log. When you resolve a Comment, there will now be a Comment Resolved log in the Events tab. - We fixed a bug where Users were sometimes getting a TypeError when using the Insert Image or Insert Link options in the Knowledge Editor. # Journey Orchestration With this release, we will begin to roll out our new Journeys product to select customers. We will share a separate post dedicated to the new Journeys product and all the new functionality that will come with it. If you would like early access to the new Journeys product, please let us know. # APIs & Webhooks We added functionality to allow a user to create webhooks on the Customer Contact object. # Reporting & Dashboards We are adding detailed Journey Analytics to our dashboards. These analytics will display data from the new Journeys product and we will share more detail on the capabilities and insights they will provide in an upcoming post. Alan Finlay 3 years ago6/1/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-lLCmY) _Release Date: 06/15/23:_ # CX Manager - We enhanced our application cache to improve overall load times. - When a screen reader is focused on the phone case button, it will now announce it as the current phone case button. # Knowledge - We updated the View Articles and Labels permission so Users in a role with that permission enabled are able to view _all_ published Articles in their organization and not just Public articles. - We updated the Clear Filters button in Knowledge Home so it will now be disabled if no filters are applied. - We updated the way Search Terms work in Knowledge so you can add phrases to Search Terms. If you add a phrase as a Search Term, the Article it was added to will only show up in the results if the entire phrase is searched for. - We added a feature that allows you to show or hide Sections on your external Knowledge Library homepage based on whether or not Users are logged in. Checking the Internal box next to a section will only display that Section and the Labels it contains when Users are logged in. Leaving it unchecked will show the Section and Labels regardless of whether Users are logged in or not. - We updated the behavior of inserting an Article as a link so the link stays in line with the rest of the text and does not break to a new line. - We updated the default URL when you clone an Article. Instead of using the backend ID of the article, the default URL will now be the title of the Article with "-CLONE" added to the end of it. - We fixed a bug where you needed to refresh the page after performing certain bulk actions in Knowledge Home. - We fixed a bug where the Save button was disabled in the Article editor after pasting an image. - We fixed a bug where new Labels were not immediately showing up as available when editing or creating new Articles. - We added the Session Timeout Warning modal to the External Knowledge Library so if you are logged in and your organization is set up to log you out after a specified idle time, you will now see the same modal you see in the platform. - We updated the styling of the Session Timeout Warning modal to be ADA-compliant. - We fixed a bug where the toolbar that appears in the editor when you select an image, video, etc, disappears when you scroll. - We improved the behavior of removing a Label avatar. If you have any Labels on your home page that do not have custom avatars or had their custom avatars removed, only the label text will be displayed. We also updated the Edit Label modal to streamline the workflow of changing Label avatars so you can just select the image you want rather than having to first click Browse, then Upload. - We made updates to the content of an Article when in the view state for ADA compliance. The Article now has an accessible name, paragraph styling now matches the editor and external library, and all interactive content is reachable and operable by keyboard. - We removed the search bar at the bottom of the Articles list in Knowledge Home since we already have a search bar in the header. # Integrations & APIs We added new API v3 endpoints to allow a user to create webhooks via APIs. # Messenger We fixed a bug where disabling and re-enabling a Messenger (Web Connect) channel would remove any configured Availability settings. # Virtual Assistants We fixed the issue on Virtual Assistants which was causing Training Failure for some of the entity types. # Reporting & Dashboards - We fixed an issue with Reports where exporting and downloading reports were empty when built with custom fields. - We added user email, first name, and last name as part of reporting fields on our dashboards. Alan Finlay 3 years ago5/31/2023 [**Deprecation Notice: Connect Application on iOS, Android, Poynt, Clover**](https://changelog.ovationcxm.com/deprecation-notice-connect-application-on-ios-android-poynt-clover-mU0Te) As OvationCXM grows and evolves, we have shifted our mobile focus from generally available support applications to more flexible, configurable, and developer-friendly mobile support SDKs to provide you with the ability to design and implement the exact customer experience you want to deliver on mobile. With this in mind, we have decided to deprecate our Connect mobile applications on iOS, Android, Poynt, and Clover. Effective June 30, 2023, the mobile applications will be removed from the Apple App Store, Google Play Store, Poynt Marketplace, and Clover Marketplace. The application will continue to function until September 30, 2023, at which point it will be shut down. To facilitate a smooth transition, we recommend taking the following actions: 1. **Remove References to Connect**: Identify all references to downloading the Connect application on your website and documentation and remove these references. 2. **Migrate to Mobile SDKs**: If you still use the Connect application to support your customers, you can use our mobile SDK to create more integrated and customized experiences for your customers on [iOS](https://github.com/goboomtown/support-sdk-ios), [Android](https://github.com/goboomtown/support-sdk-android), or [Cordova](https://github.com/goboomtown/support-sdk-cordova). If you are interested in our SDK for Clover, please contact us. 3. **Reach out for assistance**: If you encounter any challenges during the migration process or have questions regarding our SDKs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you. We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these mobile applications, we can focus our resources on enhancing other areas of our product to better serve your needs. Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated mobile experiences will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us. Alan Finlay 3 years ago5/31/2023 [**OvationCXM API V3 for Service Provider Organizations**](https://changelog.ovationcxm.com/ovationcxm-api-v3-for-service-provider-organizations-rp7wY) We are excited to announce the latest update to our V3 API suite. This update will allow the service providers orgs to utilize a subset of API endpoints on behalf of one or many standard organizations in their ecosystem. This feature enhances the flexibility and functionality of OvationCXM, enabling service providers to interact with customer data efficiently. Please read below for more details on this update. The OvationCXM API has been enhanced to provide a subset of endpoints for service provider organizations. While the API was initially designed for standard organizations to interact with their data, this new functionality allows service providers to perform certain actions on behalf of a standard organization. To take advantage of this use case, the following conditions must be met: 1. The standard organization, on whose behalf the service provider is acting, must be the rightful owner of the customer data being accessed. 2. An ecosystem relationship between the service provider organization and the standard organization must be defined within CXMEngine. **New HTTP Header: X-Boomtown-OBO** To utilize the subset API endpoints, service provider organizations are required to include an additional HTTP header in their API calls. The header, `X-Boomtown-OBO`, should contain the unique ID of the standard organization on whose behalf the API calls are being made. This ensures proper authorization and linkage between the service provider and the associated standard organization. Please note that the availability of specific endpoints and their functionalities may vary based on the subset API access granted to service provider organizations. We believe that this feature enhancement will greatly benefit service providers by enabling them to offer more comprehensive and efficient services to their customers. It strengthens the collaboration between service providers and standard organizations, fostering a seamless customer experience. For more information on how to implement and utilize the subset API access for service providers, please refer to the updated API documentation and guidelines provided by OvationCXM. If you have any questions or require further assistance, please don't hesitate to reach out to our support team. Best regards, The OvationCXM Team Prayas Tiwari 3 years ago5/26/2023 [**Deprecation Notice: Transitioning from API v2 Suite in OvationCXM**](https://changelog.ovationcxm.com/deprecation-notice-transitioning-from-api-v2-suite-in-ovationcxm-ihKYE) As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate the v2 APIs within the OvationCXM platform. Effective September 1, 2023, API v2 will be deprecated. Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the v2 APIs, you can safely ignore this message. Otherwise, updating your integrations and applications to leverage the latest API versions available within OvationCXM is essential. To facilitate a smooth transition, we recommend taking the following actions: 1. **Update your integrations**: Identify all instances where the deprecated APIs are being used and update them to utilize the recommended alternatives. Our documentation and developer resources will be updated to guide you through this process. 2. **Test and validate**: After making the necessary changes, thoroughly test and validate your integrations and applications to ensure they function as expected with the new APIs. This step is crucial to maintain seamless operation and avoid any disruptions to your workflows. 3. **Reach out for assistance**: If you encounter any challenges during the migration process or have questions regarding the updated APIs, our support team is ready to assist you. Feel free to contact us through our support channels, and we will be glad to help you. We understand that these changes may require some effort on your part, but we believe they will contribute to a more robust and streamlined experience within OvationCXM. By deprecating these APIs, we can focus our resources on enhancing other areas of our product to better serve your needs. Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to contact us. Prayas Tiwari 3 years ago5/19/2023 [**Training Flow for Unhandled Phrases on Virtual Assistants**](https://changelog.ovationcxm.com/training-flow-for-unhandled-phrases-on-virtual-assistants-1fjLW0) ## Hello, OvationCXM world! We are thrilled to announce the release of the Topic Modeling Flow for training unhandled responses in the OvationCXM Virtual Assistant. Unhandled responses are phrases that your customers type when interacting with a Virtual Assitant that don't match to a response you have defined. The following feature is now available under the clustering section on the VA navigation panel. This innovative feature empowers users to enhance the VA's understanding and response accuracy by leveraging advanced clustering and modeling techniques to efficiently organize and train unhandled conversations. ## **Overview:** The Topic Clustering Flow is a powerful feature that empowers users to efficiently train unhandled and missed user responses. With this feature, our state-of-the-art AI embedding model will create clusters of unhandled phrases for users to map them to intents, and train the system for improved response accuracy. ## **The Flow:** Screenshare - 2023-05-19 1\_58\_33 PM.mp4 - Google Drive Error 403 (Forbidden)!!1 **403.** That’s an error. We're sorry, but you do not have access to this page. That’s all we know. Request a review Learn more Signature pending Sign Reject View details Review Not Spam Remove forever Not Spam Loading… {"id": "1OaC0ap59r5QNJJcDApbQ1bhyJVQGd37W", "title": "Screenshare - 2023-05-19 1\_58\_33 PM.mp4", "mimeType": "video\\/mp4"} Loading… Play (k) Play (k) Picture-in-picture is in beta You can still use it while work is being done. Click anywhere to open it. Open Playing in picture-in-picture Closing this window will close the player YouTube 0 Play (k) Rewind 10 seconds (j) Fast forward 10 seconds (l) Unmute (m) Subtitles/Closed captions (c) 1x Playback speed Settings Full screen (f) Loading… Displaying Screenshare - 2023-05-19 1\_58\_33 PM.mp4. ## Key Features: Cluster Creation: The Topic Modeling Flow automatically generates and names the clusters of unhandled phrases. By clicking on "Populate Clusters," users can quickly view and organize unhandled responses based on common topics and patterns. Users can also manually create new clusters to categorize relevant unhandled phrases into it Cluster Details and Metrics: Users can access a dedicated view that provides comprehensive information about each cluster. This includes overall impact metrics, top keywords, the status of each cluster, and the intent it is mapped to. This overview helps users understand the relevance and importance of each cluster. Phrase Acceptance and Rejection:Users can review the phrases within each cluster and accept or reject them accordingly. Accepting a phrase indicates that it should be mapped to the associated intent while rejecting a phrase excludes it from the training process and maps it to an ignored phrases pool. Cluster Management: Within the cluster view, users have the flexibility to perform various actions. They can rename clusters, map them to specific intents, and interact with the phrases within each cluster. Drag and Drop Functionality: To further customize the clusters, users can easily drag and drop phrases from one cluster to another. This feature allows for intuitive organization and refinement of the unhandled responses. Training Process: Once all the clusters are prepared, users can initiate the training process. This step ensures that the phrases within each cluster are properly mapped to the corresponding intents. After training, the system is reset and ready for the next round of virtual assistant training. ## Benefits: Enhanced Training Accuracy: By mapping phrases to specific intents and training the system, users can significantly improve the Virtual Assistant's response accuracy. This leads to a more seamless and satisfactory user experience. Efficient Cluster Management: The Topic Modeling Flow simplifies the organization and management of unhandled responses by automatically creating clusters based on similar topics. Users can easily navigate and interact with clusters, saving time and effort. Intuitive User Interface: The drag-and-drop functionality and user-friendly cluster view make it straightforward for users to customize and refine the clusters according to their requirements. Streamlined Training Process: The automated training process ensures that phrases are accurately mapped to intents, eliminating manual intervention and reducing the risk of errors. We are excited to introduce the Topic Modeling Flow in the OvationCXM Virtual Assistant and we would appreciate your feedback as we continue to enhance our VA platform. For more information or assistance, please contact our product team at **product@ovationcxm.com**. **Note:** This release note provides a high-level overview of the Topic Modeling Flow features. For detailed instructions on how to utilize this feature, We will be adding relevant knowledge articles and documentation. Vaibhav Gupta 3 years ago5/17/2023 [**Deprecation Notice: Upcoming Changes to OvationCXM APIs**](https://changelog.ovationcxm.com/deprecation-notice-upcoming-changes-to-ovationcxm-apis-24piiA) As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, we have decided to deprecate certain APIs within the OvationCXM platform. Effective from September 1, 2023, the following APIs will be deprecated: 01. /api/v3/customers/password\_reset 02. /api/v3/customers/users/sso/{user\_id} 03. /api/v3/customers/sms\_invite 04. /api/v3/org/users/sso/{user\_id} 05. /api/v3/reports/technicians 06. /api/v3/reports/org 07. /api/v3/reports/kpi\_issues\_by\_geography 08. /api/v3/reports/kpi\_average\_time\_to\_scheduled 09. /api/v3/reports/kpi\_parner\_owned\_issues 10. /api/v3/reports/kpi\_time\_onsite\_by\_location 11. /api/v3/reports/kpi\_issues\_by\_location 12. /api/v3/reports/kpi\_active\_support\_minutes 13. /api/v3/reports/kpi\_issues\_time\_to\_completion 14. /api/v3/reports/kpi\_issues\_remote\_vs\_onsite 15. /api/v3/reports/kpi\_issues\_by\_category 16. /api/v3/reports/kpi\_issues\_over\_time 17. /api/v3/reports/kpi\_open\_issues 18. /api/v3/reports/kpi\_issues\_by\_age Please note that once these APIs are deprecated, we will no longer provide technical support or further updates for them. If you are not using any of the above-mentioned APIs, you can safely ignore this message. Otherwise, it is essential to update your integrations and applications to leverage the latest versions and functionalities available within OvationCXM. To facilitate a smooth transition, we recommend taking the following actions: Thank you for your understanding and cooperation as we continue to improve OvationCXM. We are confident that the updated APIs will provide you with a more efficient and secure platform. If you have any questions or concerns, please don't hesitate to reach out to us. Prayas Tiwari 3 years ago5/8/2023 [**Thinkrelay.com Domain Deprecation - September 1, 2023**](https://changelog.ovationcxm.com/thinkrelay.com-domain-deprecation---september-1-2023-4qRddK) **\[Action Required for users of api.thinkrelay.com\]** OvationCXM is in the process of sunsetting the thinkrelay.com domain in conjunction with our move to Google Cloud Platform and as required under trademark law. The final outstanding reference to the thinkrelay.com domain is the use of api.thinkrelay.com. If you are not using api.thinkrelay.com you can safely ignore this message. If you are actively using api.thinkrelay.com, we ask that you please update any api.thinkrelay.com references to api.goboomtown.com as soon as possible. A few years ago we implemented forwarding so that calls to api.thinkrelay.com automatically route to api.goboomtown.com, so the change is minimal. We have everything configured so it will be a simple find-and-replace exercise to update the references. Firewall rules will still work without any updates because the IP address is the same. We would be happy to schedule a call with you to assist with the update. **We are targeting a full shutdown of the api.thinkrelay.com hostname on September 1, 2023.** If you have any questions or concerns, please contact your account manager or email us at product@ovationcxm.com. Alan Finlay 3 years ago5/4/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-4iUawU) _Release Date: 05/18/23_ # CX Manager ## Cases - Updated the Daily Digest email content to be more useful and scannable - Made several performance improvements related to setting Cases to Waiting and the corresponding events that display in the Case Event timeline - Fixed a bug where an Event was missing on the Event timeline whenever a Case changed from Waiting to Ready - Fix a bug where setting a Case to Waiting for a specific time duration did not always return that Case to Ready after the time was reached ## Automations - Fixed a bug in the Automation Engine where emails were not being sent to the specified emails in the "Send to Others" field on the Send Email action ## Navigation - Fixed an issue where the text in the main navigation selector dropdown on small screens was being cut off # Knowledge We made several updates to the internal and external facing screens, focusing on ADA compliance. - Accordions in an Article are now accessible and operable using your keyboard to comply with ADA regulations - We updated the color and styling of the Chat Case Tiles to adhere to our new color scheme and for ADA compliance - We updated the color and styling of the Phone Case Tile to adhere to our new color scheme and for ADA compliance - We updated the colors of tags, chips, and badges to comply with ADA regulations - We removed the duplicate search field from the bottom pagination bar on Article lists - The search button on the External Knowledge home page is now right-aligned and focused after the input field in order to comply with ADA regulations - We have added an ADA-compliant skip link to the header of External Knowledge Libraries that allows keyboard users to jump straight to the main content - We made links that open in new tabs in Articles viewed in the External Knowledge Library ADA-compliant by adding an aria-label that announces the visible text in the link as well as "opens in a new window" - We removed the announcement of the line separating the header from the rest of the page in the External Knowledge Library to comply with ADA regulations - We removed the logo and search buttons in the header of the external library from being announced as a list to comply with ADA regulations - We updated the banners pinned to the bottom of Articles when you were viewing an Internal Article or previewing a Draft in the External Knowledge Library. There are now alerts above the title of the Article that are ADA compliant. - We updated the Logo in the External Knowledge Library header to be ADA compliant by addressing its structure and the way it is announced by screen readers - We updated the structure of Article links when viewing a Label page in the External Knowledge Library to be ADA-compliant by removing the sub-title from the link text - We updated the structure of subtitles and timestamps when viewing an Article in the External Knowledge Library to make them ADA-compliant by removing their heading designations - We updated the way Sub-labels are announced when viewing a Label page in the External Knowledge Library to be ADA-compliant by only announcing them as a list when there are more than 1 displayed on the page - We fixed a bug where Tags displayed on Article cards in Knowledge Home looked like they were clickable # Integrations & APIs ## APIs - Fixed a bug where the APIv3 Move Locations endpoint was not moving the custom fields for the location and contacts object. # Admin & Settings - Fixed a bug where users we unable to add more than 32 teams to a Tag. Users can now add up to 50 teams. - Fixed a bug where only default fields and ecosystem custom fields were showing in the Layout previews in Settings. Non-ecosystem custom fields will now also appear. Alan Finlay 3 years ago4/14/2023 [**Sentiment Analysis on Virtual Assistants**](https://changelog.ovationcxm.com/sentiment-analysis-on-virtual-assistants-2dr9Sg) Hello, **OvationCXM** world! We’re pleased to announce a new feature for OvationCXM Virtual Assistants: Sentiment Analysis! This new capability provides valuable insights into the conversations your virtual assistant (VA) is having with customers. Our Sentiment Analysis feature offers an effortless and accurate way to measure customer sentiments. It uses a combination of natural language processing and artificial intelligence to classify the conversations into three emotions: - **Positive** - **Negative** - **Neutral** Now with Sentiment Analysis as part of OvationCXM’s VA Analytics suite of tools, you can better understand customer sentiments that can be used to improve customer engagement and drive operational efficiency. We are adding visualization on the VA Analytics dashboard to quickly and easily understand the sentiment of your customers’ conversations with your virtual assistant. Some of the visualizations we have added: **1\. Overall Customer Sentiments:** To provide an overview of the overall sentiments of the customers talking to VAs. It will enable you to get the full view of your customers' experience chatting with your virtual assistants. **2\. Sentiments on Cases:** To connect the user sentiments on VA conversations with the Cases they relate to. This will provide valuable analytics on how the sentiment of users impacted each case resolution. **3\. Sentiment of Specific User Messages:** To get a granular understanding of each message and the user sentiment at that time. This will help you to identify and analyze particular messages and why the occurred so you can better handle similar messages in the future. **4.** **Sentiments on Intents, Entities, and Flows:** To provide analytics on customer sentiments with each VA intent, entity, or flow created. This will help you improve the particular intents, entities, or flows that are creating more negative sentiments and promote the ones that are creating positive sentiments. ## Rollout Plan: We will be adding the Sentiment Analysis Visualizations on the Virtual Assistants Analytics Dashboards following the 4/18 release. Please email [product@ovationcxm.com](mailto:product@ovationcxm.com) if you would like access to User Sentiment graphs on your VA Analytics Dashboard. Vaibhav Gupta 3 years ago4/7/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-3SKB7G) _Release Date: 04/18/23:_ Starting with this release, we shifted to monthly software releases. Here are the updates going live with this release: # CX Manager - Fixed a bug where the phone screen pop icon was sometimes routing the User to an incorrect case - Fixed a bug where Users were receiving an error message after editing and saving Form responses - Reduced load times for screens containing Customer data # Knowledge - We are excited to announce a new feature that allows users to restore Previously Published versions of Articles as editable Drafts. With this update, you can easily retrieve any version that you have published in the past and restore it as a Draft for further editing and/or publishing. If you already have a Draft version of the Article, you will receive a prompt letting you know that restoring the Previously Published version will delete your current Draft. - We updated the way Insert Articles look in the new editor. If you insert an Article and do not choose to embed it, there will be a link to the Article that looks and behaves the same way inserting a link would. If you embed the Article, you will be able to see the entire embedded Article as if you were viewing it in the external Library. - Added a Load More button to the Version Picklist when in the view state of an Article. This will improve overall load times by limiting the list to 25 versions.  If you have more than 25 versions of an Article, you can click on the Load More button at the bottom of the list to access the remaining versions. We also fixed a bug where the Published and Draft versions were not always listed at the top of the list. - Added the ability to delete the entire Article to the _more options_ menu when you are in the view or edit state of the Article - Fixed a bug where inserting a file into an Article was not displaying the name of the file - Fixed a bug where the Labels section while editing an Article would sometimes get stuck in a loading state. The issue was occurring due to Sub-labels not being deleted completely. We improved the behavior of deleting Labels and Sub-labels. - Fixed a bug where Users were sometimes being logged out due to inactivity without receiving a notification - Fixed a bug where archived Articles were appearing in the list of selectable Articles when inserting an Article # Virtual Assistants We are excited to announce the launch of our Topic Modeling update to our Virtual Assistants, which will allow you to easily enhance and fine-tune how your Virtual Assistants respond to customer inquiries. We will share a full detailed post on topic modeling soon, but here is a preview of the new functionality: - Added a default view page to review each individual cluster. This page will enable users to get relevant information/analytics on each of the phrases, select/ignore phrases, rename the cluster and map the cluster to relevant intents for training. - Created a new page under "Clustering" section of Virtual Assistants to run the Topic Modeling flow which automatically creates the clusters with unhandled user responses for mapping them to VA Intents. - Added a default view page to review all the created clusters under "Clustering" section of the VAs. The page will enable users to get relevant information, select/ignore phrases under each cluster and map the cluster to relevant intents for training. - Integrated BERT Topic Model with our VA classification models to capture, classify and train any unhandled/unclassified user responses - Added a static Ignored cluster which will collect all the user-ignored phrases. The following Ignored cluster can also be mapped to an Intent - Added the capability to collect the user responses from Messenger instances as training data for the Topic Model - Added Cluster Table Creation functionality where Topic Model will group the unhandled responses into relevant clusters and populate the tables with the generated cluster details - Fixed an error, which sometimes prevented the Bots Activity table from successfully loading on the Analytics Dashboard # Connectors & APIs - Fixed a bug where the customers/location/get endpoint on APIv3 was not returning the filtered location # Admin & Settings - Fixed a bug where adding conditional logic to Custom Fields on Case and Location layouts was not working as expected. You should now be able to apply Show/Hide logic to Custom Fields based on one or more requirements. - Fixed a bug where all of the text became distorted after creating a new Tag in Settings - Fixed a bug where Users were allowed to update Tags with Teams that they were not on # ADA WCAG 2.1 We made several color and styling enhancements throughout the platform to continue on our path of becoming ADA WCAG 2.1 compliant. These color and styling updates were applied to input fields, switches, the main navigation menu and dropdown, text, and button borders. Alan Finlay 3 years ago3/14/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-11AHza) _Release Date: 03/23/23_ # CX Manager - Added a toggle to the IMAP email integrations to optionally ignore the auto-generated email headers and thus allow auto-generated emails to create cases in your CXME - Added additional monitoring and alerting on IMAP email integrations to alert teams if an email integration connection fails - Reduced load times for screens that contain Customer data - Fixed a bug where custom date fields on the Location Layouts were not always displaying correctly - Fixed an issue where Automations did not always trigger when the proper criteria were reached - Updated colors throughout the application from teal to blue # Knowledge - Updated the way you select multiple Articles on Knowledge home screen. You no longer have to click the Select button to make checkboxes appear. They will always be visible as long as you have a specific Library or Label selected. - Updated the user workflow for adding Comments to an Article - Added an "Articles" header above the list of Articles when you are viewing a page in the external library that has both labels and Articles listed - Added the ability to include alt text when uploading an avatar to your external knowledge library - Fixed a bug where changing multiple Article's Access Controls with the multi-select action did not properly change Internal Articles to Public - Fixed a bug where labels containing public Articles would disappear after a User logged into the external library - Fixed a bug where error messages were being displayed when attempting to insert legitimate image files into the body of an Article - Fixed a bug where article stats were no longer updating properly # Integrations & APIs Added extended standard field and custom field support to the Case Created and Case Updated Webhooks # Virtual Assistants Added the ability to create a lead in Salesforce directly from the Virtual Assistant conversations. When enabled in a Flow, your Virtual Assistant can capture the user information and send it directly to Salesforce to create a new lead. # Admin & Settings Fixed a bug on active Custom Fields that showed the Field Type field as editable even though it was not editable Alan Finlay 3 years ago2/23/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-4efa3S) _Release Date: 03/07/23_ # CX Manager - Enhanced the performance of loading customer profiles, including the Customer panel of the Case screen - Fixed an issue where a user wasn't properly navigated to the correct Case when using Global Search from My Work - 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 - Improved the performance of running Automations - Fixed a bug where Custom Fields were not showing up in Case Layouts unless the Ecosystem box was checked - Fixed a bug where the Custom URL Field type did not open URL links - Fixed a bug where Users were being suggested Internal shared Articles in Cases - Fixed a bug where you had to delete a Case twice in order for it to be properly deleted # Knowledge - Drafts will now automatically be saved whenever the Session Timeout Warning modal appears so any changes you make get saved before you are logged out for being idle in the platform - We updated the functionality of Tokens to allow multimedia and more rich text options - We added Inter as the default font option when creating a new library. We also added Roboto and Montserrat as font options - Fixed an issue related to sub bullets in numeric and bulleted lists. You can now indent sub bullets as well as change the list type in a nested list - Fixed a bug where tagging Search Terms to a Knowledge Article would prevent that Article from showing up in search results - We fixed a bug where inserting a token into an Article would cause a line break that put the token text on a separate line # Integrations & APIs We added new GET and POST API endpoints for Automations, which will enable teams to get all their existing automations as well as trigger Automations via API. These new APIs will be available in our API documentation at [developers.goboomtown.com/api](http://developers.goboomtown.com/api). # Virtual Assistants - Sentiment Analysis is now available as part of Virtual Assistant Analytics. Your Virtual Asissant will now be able to classify user responses into the following sentiments: Positive, Neutral, Negative. - Made some small styling enhancements to the bot builder to add a bit more space for the bot builder interface - Updated the background color of the selected left navigation item in the Bots section - Updated the interface to minimize the main Settings navigation when in the Bots section - Fixed an issue where embedded flow nodes all contained the text, "invalid" after initital creation - Improved the performance of deleting Virtual Assistants # Reporting - Fixed a bug where not all users could see all Folders under Reports. Alan Finlay 3 years ago1/26/2023 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-4xtLaM) _Release Date: 2/10/23_ # 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 3 years ago1/10/2023 [**Launch of the New Article Editor**](https://changelog.ovationcxm.com/launch-of-the-new-article-editor-40Xjt6) 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 ##### View State #### ##### Edit State 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). John States 3 years ago12/22/2022 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-2sqB32) _Release Date: 01/20/23_ # CX Manager - 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 theh 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 Alan Finlay 3 years ago12/14/2022 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-1aVgkM) _Release Date: 12/20/22:_ # CX Manager ## Cases - Fixed an issue in the new Cases screens where clicking the resolve button in panel 2 of the case didn't automatically scroll the user down to the Resolution section of the Case Details - Fixed a bug where clicking the refresh/reload button at the bottom of a Case List that was grouped by something (status, journey stage, etc.) would load a blank Case List - Fixed a bug where newly created Category tags were not showing in the Category picklist on Cases and all Category Tags were showing for all Teams regardless of if that Category was set to only show for a subset of teams - Fixed an issue where some of the Advanced Settings on the Case Layout fields (Conditional Logic, Required to Save, and Required to Resolve) were not always working on the updated Case Management screen - Fixed an issue where Cases created for customers that had multiple locations associated to them didn't display the information on the Location card in Panel 1 of the Case - Fixed an issue where the Owner Team dropdown was showing unrelated teams from your organization's ecosystem - Fixed an issue where users could only see the Actions > Add Form button on Cases if they had the Manage Forms permission on their user role. If a user has the ability to edit a case and at least one Form is available to add on a Case, the user can now see the Actions > Add Form button. - 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 ## Communications Made an update to improve the speed an reliability of messages in the communications panel on a Case # Knowledge Fixed an issue where users who accessed the external knowledge site via the link on an Article edit screen were automatically logged out of the external site and were forced to log in again # Messenger - Messenger is now ADA WCAG 2.1 AA compliant - We fixed an issue where the timezone of the time stamp on the End Chat message was not always correct # Virtual Assistants We improved the dataset and model for the Anger and Confusion Intents Alan Finlay 3 years ago12/14/2022 [**Salesforce Package v2: Map any Salesforce object with our objects!**](https://changelog.ovationcxm.com/salesforce-package-v2-map-any-salesforce-object-with-our-objects-Qu8Y8) We're excited to announce the launch of Salesforce Package v2! With this new version, you'll have access to an array of brand-new features, bug fixes, and improved performance. # **Features and Updates** - Rebranded the app to OvationCXM. - We're excited to introduce the functionality of mapping any Salesforce Objects (including a custom object) with any of our objects. - Introducing OvationCXM Dashboards to help you stay on top of sync metrics. ## Setup & Configuration **General** - Added a connection health status within the app. The status will let you know if something needs your attention. - Added UI updates for better notifications and loading screens. - Extended the OvationCXM error log functionality to show all sync errors. - Added the feature to use Initial Sync for Custom Objects. - Extended OvationCXM error log support for the custom objects. - Added the Last Successful Sync field to each record to track sync status. - Updated the app user interface. - Added pagination options for the OvationCXM error logs. **Workflows Tab** - Added defensive validation on the workflow rules. These rules will now be validated while saving any changes. - Add default workflows with package installation. - Changed the loading process for the workflow tab to load an build workflows faster. - Added related and unrelated objects to the workflow builder. # Bug Fixes - Fixed a bug when the Map Picklist field option did not show any picklist values. - Fixed a bug where the default Owner and Sponsor team options were not customizable. - Fixed a bug where a partial Search on workflows did not give a match. - Fixed a bug where the case URL was pointing to an old subdomain. - Fixed a bug where the contact sync was throwing a row lock error. - Fixed a bug where Initial Sync threw too many SOQL queries error. - Fixed a bug where Account sync was throwing a System.NullPointerException. - Fixed several performance-related errors including Async Errors, Read timeouts and trigger registration errors. We hope that Salesforce Package v2 will make it easier for you to navigate your data and improve your business operations. You can install or update this package using our AppExchange listing. If you have any questions, please don't hesitate to reach out to our team. We're here to help! Prayas Tiwari 3 years ago12/13/2022 [**Launch of the New Messenger App**](https://changelog.ovationcxm.com/launch-of-the-new-messenger-app-22c4Le) We’re excited to announce the launch of our newest product, Messenger. Messenger is the new and improved version of Webchat. We rewrote the application from the ground up in order to deliver better customer experiences. We re-architected the code base to move from a chat-first approach (the original webchat was chat-only) to a multi-component digital interface. This updated architecture opens new doors for us to add new functionality, improve customer context, and introduce Smart Buttons, contextual on-page deep links, which we’ll talk about in an upcoming post. Given that live chat is now just one of the many ways for a customer to get the information they need, we changed the name from Webchat to Messenger. Messenger allows knowledge and information to be delivered via chat, browsing or searching articles, email, phone, embedded journeys overviews, form submissions, custom websites, and more. Messenger is the digital interface that connects you with your customers. As part of this update we added a number of new features and performance enhancements as well as resolved all known issues in the old Webchat product. # Features ## Core User Experience When a customer opens Messenger, they are now immediately routed to the home screen before having to provide their email address. This allows you to provide more information and communication channel options to your customers without adding any friction. Only when they start a chat conversation do we ask for some information so we can identify them early to provide a more personalized experience. ## Updated Designs In addition to the user workflow enhancements, we made a lot of interface design updates as we rebuilt Messenger. These include: - ADA compliant color, navigation, and other updates - Updated spacing, buttons, icons, scroll bars, lists, and more - Added consistent hover states to all active buttons - Migrated to a new font that is more legible at all text sizes - Added new loading spinners and screens throughout the application - Updated timestamps with relative ‘time since’ data that now automatically updates every minute. For example, Nov 1 2022 2:15pm (7m ago) - In-chat component updates including new layouts for Article previews, Bot button interactions and ensuring selected buttons are sticky, updated chat text and bubble styling, updated composer styling, and more. ## New Mobile Screen Optimization We completely revamped how Messenger works when it is accessed on a mobile screen. We optimized the container so that it is easier to access and expand, but also easier to minimize and get out of the way when it’s not needed. ## Enhanced Chat Notifications We added new real-time chat message indicators for when a customer is not in the chat session, but needs to see there are new messages. This could be when Messenger is in a minimized state or even when the customer is on the home screen. ## Hours of Operations When your chat is set to unavailable, the away message will now show on the home screen so customers still have the ability to get support via other methods provided. ## Dynamic Container Sizing Messenger is much more responsive in real time when it comes to browser size and zoom than Webchat was. Messenger will automatically resize to fix the browser size and will never go off the screen. A customer can also now zoom in to over 400% and the container resizes and is 100% usable at each state. ## Updated User Workflows We optimized the user experience across all core workflows as a customer navigates through chat, knowledge search, form submissions, and more. The navigation actions and language are now more intuitive and customers are less likely to get stuck on any screen. ## Copy/Paste From Clipboard We added the ability for customers to copy and paste screenshots from their desktop into the Messenger composer to make it easier for customers to share images. ## New file upload UI We added a new file upload workflow to make it easier and more intuitive for customers to load one or multiple files at a time to a single message. Files can also be reviewed, and removed before sending the message for complete control. An updated file progress bar shows the upload process in real time before the message is sent. ## Displaying Action Messages when Chats End We added action messages in the chat interface for when a chat is ended. Previously it just brought the customer to a rating screen but did not tell them that the chat was closed. We will be adding more action messages in the future. This could include when an agent joins the chat, when the customer goes inactive, when assignment has changed, and more. ## Smart Buttons Finally, Messenger comes with a powerful new feature called Smart Buttons. We will discuss the details of Smart Buttons in a separate post, but in short, they are power contextual elements that can be added to a screen that deeplink the customer to specific knowledge, bots, or forms within Messenger without leaving the current screen to provide faster, more contextual experiences. ## Performance Along with the new features included with Messenger, we also made a few performance, security, and reliability improvements. These improvements include: - We updated our messaging protocol for increase speed and reliability - We updated all internal libraries to the latest versions for increased performance and security - We updated how we capture and store cookies in conjunction with the parent page to create a more seamless and reliable customer experience. This also reduces the risk for cross-site cookie blockers interfering with the cross-page chat experience. ## Bug Fixes & Small Updates - Added functionality to hide the welcome pop up bubble when the welcome text is blank in the configurator - Updated the styling of buttons with long labels to be left aligned instead of center aligned to make it easier to read - Fixed an issue where only Cases resolved as Completed would proactively end a chat session for a customer in Webchat. Cases resolved as Canceled or Deleted would not proactively end the chat, which caused customer confusion. - Fixed a bug where ordered Lists within Article Previews sent by a Virtual Assistant did not properly render - Fixed a bug where Knowledge Articles containing long links would extend the Article preview past the edge of the chat screen - Fixed a bug where the typing indicator animation was broken when displayed between bot messages - Fixed an issue where the Title set in the webchat configuration in CXMEngine was not reflected on the home screen of the webchat container - Fixed an issue with dynamic container resizing where the chat container could go off the top of the screen when a customer changed their browser size while in an active conversation - Fixed a bug where Tokens used within Quick Replies sent from a CXMEngine user ignored line spacing when displayed in Webchat - Fixed an issue where hyperlinks used in Quick Replies sent from a CXMEngine user had poor formatting when displayed in Webchat - Fixed a bug where Article Previews in chat that contained anchor links displayed with broken URLs in Webchat - Fixed an issue with download links for images that are uploaded to chat - Fixed a bug where the hover text on the icon to open a Form in a new tab said, “Read Full Article” - Fixed a bug where the Phone section on the Webchat home screen did not properly populate the phone number in click-to-call applications on desktop computers - Fixed a bug where some customers would see a ‘Forgot Password’ prompt when trying to start a chat If you would like to move from Webchat to Messenger please email us at product@ovationcxm.com. Alan Finlay 3 years ago11/29/2022 [**Updates & Bug Fixes**](https://changelog.ovationcxm.com/updates-bug-fixes-3Vdubm) _Release Date: 12/06/22:_ # CX Manager - Fixed a bug where the Clone Case option on the Case Cards was not cloning the Case - Fixed a bug where the Default Display value on Custom Case Views were not being respected and was always defaulting to the Card display - Fixed an issue on the new Case screen where selecting the a Category in the Category picklist after you've already selected Case Tags in the Case Tag fields caused the Case Tags field to get cleared. - Fixed an issue on the new Case screen where hitting Enter or Return on certain fields when editing a Case caused the page to refresh - Fixed an issue where certain fields on the Customer Contact layout didn't show when you clicked a Customer Contact card in Panel 1 of a Case - Fixed an issue where sometimes the Articles Used field would not save article tags that were attached from Panel 4 of the Case - Fixed an issue with the new Case screen where a user wasn't brought back to the Case List screen once they deleted a Case from the Action menu in Panel 2 - Fixed an issue with the new Case screen where the Owner User filter on the Case List was not searchable - Fixed an issues in the new Case screen where users were unable to sort by a column when the Case List was in Table View - Fixed an issue where quickly navigating between Cases sometimes displayed data from the previous case - Fixed an issue where sometimes a user could not remove a tag from a Case Details field if they had already clicked on that tag - Updated the Group By functionality on Case Views so teams can now group by Journey Stage - Updated our Case functionality on the new Case screen so when a user clicks Complete Stage or Previous Stage on the Journey tab of a Case, they are kept on the Journey tab and not rerouted to the Events tab of Panel 2 of the Case - Updated the My Teams Unassigned Cases default Case View in the new Case list to no longer be grouped by Owner Team - Fixed an issue on the new Cases screens where customer surveys were not being automatically sent on Case resolution # Knowledge - Fixed an issue where organizations that used a custom domain on their knowledge base could no longer access their articles through Panel 4 of the Case Management screen - Fixed a bug where downloading an article you are editing did not contain the entire article in the PDF if the Article contained images. # Virtual Assistants We improved visibility into bot issues by adding training errors and Bot Builder errors in Test Chat simulator. This will allow builders to more quickly diagnose and resolve issues in real time while they design and buildtheir Virtual Assistants. Alan Finlay