Introducing: Customer-Facing Journey Timelines

We recently launched a powerful enhancement to our Customer Journey Orchestration tool: shareable, customer-facing journey timelines.

You already rely on our platform to design and manage complex customer experiences across your internal teams and systems. You meticulously map out every step, ensuring smooth transitions and coordinated efforts. But until now, sharing that journey overview with your customer often involved manual summaries or static documents.

Bring Your Customers Into the Journey

With this update, you can now generate a dedicated, customer-friendly view of the journey timeline directly from the internal timeline. This dynamic timeline provides transparency and keeps your customers informed about their progress, key milestones, and what to expect next.

Key Features & Benefits:

1. One-Click Sharing: Generate a unique, shareable link for a specific customer journey timeline with just a single click. Easily paste this link into emails, support cases, or customer portals.
2. Controlled Visibility: You have complete control over what the customer sees. Use the familiar journey builder interface to select which Stages, Steps, and Actions are included in the customer-facing view. Keep internal actions internal while sharing relevant progress updates.
3. Customizable Language: Tailor the terminology used in the customer timeline. Adjust Stage, Step, and Action names within the journey builder to ensure they are clear, concise, and speak your customer's language, avoiding internal jargon.
4. Enhanced Transparency & Trust: Proactively share progress and upcoming steps, building trust and managing expectations effectively.
5. Improved Alignment: Ensure both your internal teams and your customers are perfectly aligned on the journey status and next actions.
6. Streamlined Communication: Reduce back-and-forth questions by providing customers with a self-serve way to check their journey status.

How it Works:

1. Navigate to the Journey in the builder where you want to enable customer-facing timelines.
2. Update the Public Name for all Stages and Steps that you want to share with your customers.
3. Optionally toggle the Visibility on Steps and Actions to ensure you share exactly what you want.
4. Set the Journey Visibility to ‘Customer’ under Options > Edit Journey.
5. Once the Journey is published and added to a Case, navigate to the Journeys tab on the Case and click the menu in the top right and select “Copy Public URL.”
6. The URL will be copied to your clipboard so you can easily share it directly with your customer for them to follow along or take action as needed.

We believe this feature will significantly enhance collaboration and communication between you and your customers, leading to stronger relationships and improved overall experiences.

Dive in and start sharing your journey timelines today! As always, we welcome your feedback. Please don't hesitate to reach out to our team with any questions.

Multi-Level Nested Paths in Journeys

The latest update to our Customer Journey Orchestration product is designed to give you more control and flexibility: Multi-Level Nested Paths.

Until now, creating branches within your journeys was limited to a single layer per decision point. With today's release, you can now nest multiple paths within existing paths.

This enhancement allows you to:

• Create more sophisticated and granular journey logic.
• Build highly personalized routes based on multiple sequential conditions.
• Map complex customer scenarios more accurately and efficiently within a single journey.

How it works: Simply click on the Path icon on a blank Step within a Path and confirm you want to convert that Step to a Path. It will then transform your Step into a Path and you will be able to define the next level of logic for the Journey.

This update will be rolling out to all organizations in the coming days. Once you have a chance to test it out, please let us know your feedback and we will continue to improve the workflow.

Updates & Bug Fixes

Release Date: April 8, 10, 2025

CX Manager

• We updated the font across our application to make the text easier to read at all sizes.
• We updated our Merge Case functionality so now communication threads that have 0 messages will not be merged to the new primary Case. Blank communication threads will now be discarded to avoid clutter on the new primary Case.
• We fixed an issue where Cases were periodically returning from Waiting to Ready before they were supposed to.
• We fixed an issue where the 'Required to Resolved' toggle on custom Case Layouts was not being enforced on Custom Multi-Select Picklist fields. Now when this toggle is active the Case cannot be resolved until that field has at least one option selected.
• We fixed an issue where filtering a Case by Sponsor Organization would not retain the set filters.
• We fixed an issue with users logging in with SSO periodically needing to log in twice.
• Case Summaries: We fixed a bug where a user sometimes was presented the case summary from the previous case when creating a new case.

Knowledge

• We enhanced the code block styling in Knowledge Articles to make it easier to document, share and use code in Articles. There is a new Insert Code item in the menu, which will add a code block to your Article.
• We fixed an issue where pasting content into a Tab Body could break the tab layout. Now pasting into a Tab Body will retain the structure of a Tab.
• We fixed an issue where pressing Enter in a Tab or Accordion body would create a separate body rather than staying in the same body and going to the next line. Now pressing enter in a Tab or Accordion body will move the cursor to the next line within the same body.
• We fixed an issue where rows in tables alternated colors even when you have the Alternate Rows setting off.
• We fixed an issue where the layout would break when adding an Accordion or Tabs to a List or a List to an Accordion or Tab body. Now both will work as expected.

Journeys

• We added the ability to Clone a Journey. This includes cloning all Stages, Paths, Steps, and Actions as well as all Revisions. To clone a Journey, open the Journey you want to clone and select Clone to New Journey from the Options menu. You can also clone a Journey from the menu button on the main Journey list.
• We fixed a bug with the spacing of Action names on the timeline. Action names will now appear on the same line as the Action icon.

Integrations & APIs

• We launched our Zoho Connector and you can read out it here.
• We improved the performance of our /issues/put endpoint.

Toolbox Application

We fixed an issue with mobile notifications not sending on the Toolbox application.

Reporting & Dashboards

We fixed an issue where users sometimes received an error when trying to edit dashboards inside CXME.

Introducing the Zoho Connector for OvationCXM

We are thrilled to announce the newest addition to the OvationCXM platform – the Zoho Connector! This powerful integration bridges the gap between Zoho CRM and OvationCXM, creating a seamless workflow for teams to deliver exceptional customer experiences.

Key Features of the Zoho Connector:

1. Sync Customers, Contacts, and Cases Effortlessly
   Automatically sync customer information and interactions between Zoho and OvationCXM. This ensures your team has a unified view of customer data in real-time, eliminating the hassle of manual data entry and improving data accuracy.

2. Automated Case Creation
   Sync Zoho activities, such as form submissions or case updates, directly into Cases in OvationCXM. Streamline your team’s workflow and ensure no customer request or inquiry falls through the cracks.

3. Custom Field Mapping
   Use our intuitive field mapping to align custom fields between Zoho and OvationCXM. Map properties like case/account status, and more to match your unique business processes.

4. Real-Time Updates Across Platforms
   Any updates in Zoho—whether a contact is modified, a case is updated, or a deal closes—are instantly reflected in OvationCXM and vice versa. Keep your teams aligned and your data always up-to-date.

Ready to Get Started?
If you’re interested in leveraging the Zoho Connector to enhance your customer experience workflows, reach out to your account manager today for early access.

Updates & Bug Fixes

Release Date: March 2025:
Release Date: March 2025:

CX Manager

• We updated date and time fields in Reports to always show in the timezone of the user that ran the report rather than always showing in UTC.
• We fixed a bug where custom fields of type Product Picklist would show correctly on the Location Layout on the Customer screen but incorrectly on the Location Layout from clicking on the Location Card in the Customer Panel on the Case screen. Custom Product Picklist fields will now show properly on all Location Layout screens.
• We fixed an issue where escalating a Case to a Team in another Organization would show the Owner User field as blank but it would remain set to the original user. Now when you escalate a Case to a Team in another Organization and leave the Owner User field blank, it will properly set the Owner User field as blank.
• We fixed an issue where a user was required to click the Run Filter for any ad hoc filters every time they left and returned to the Cases list. Now when a user sets ad hoc filters on the Cases list and navigates into a Case and back, the Cases list will remain filtered with the previously set filters.
• We fixed an issue where a user would experience a blank screen after navigating into a Case from a grouped Cases View on page 2+ and then clicking back to the Cases list. Now the Cases list will properly show when navigating across multiple pages on grouped views.

Knowledge

• We fixed an issue where adding an Accordion to a Tab Body in a Knowledge Article broke the Tab structure. Now when you add an Accordion to a Tab, the Tab body will properly retain its structure.

Security

• We improved our SSO integrations to better validate against expired SAML tokens.
• We updated our Content Security Policy Headers and CORS policies for enhanced security.

Reporting & Dashboards

• We fixed an issue where filtering visualizations in dashboards with datetime fields would sometimes cause calculation errors.
• We fixed an issue where attempting to edit a visualization on a Dashboard would sometimes result in a CSP error. Now when you edit a visualization you are able to without any errors.

Admin & Settings

• We added the ability to use Control + Click or Command + Click on the Settings dropdown in the top right to easily open the Settings screen in a new tab.
• We fixed a display issue where the Availability would show as 'During Business Hours' on the Messenger configurator when it was really set to 'Always'. Now the screen will always show the proper availability.

Network Upgrade: Enhancing Our Infrastructure for Better Reliability

We're excited to announce a significant upgrade to our infrastructure! We've successfully migrated to a new direct connection between our data centers, dramatically improving our inter-datacenter connectivity.

Key Improvements

• Eliminated Single Points of Failure: Our new infrastructure features switch-level redundancy between datacenters.
• Automatic Failover: Network issues can now resolve without manual intervention.
• Consistent Performance: Reduced variance in latency for more predictable service quality.
• Enhanced Resilience: Better protection against firewall issues and internet congestion.

What This Means for You

• Improved Service Reliability: Experience fewer disruptions and more consistent performance.
• Faster Incident Recovery: Quicker resolution when network events occur.
• Future-Ready Foundation: Enhanced infrastructure to support our continued growth and new features.

This upgrade represents a major step forward in our network architecture and demonstrates our ongoing commitment to providing you with the most reliable service possible.

Updates & Bug Fixes

Release Date: February 2025:

• We added the ability to control+click and command+click on 1) Cases in the Cases list 2) Chat tiles in the top nav bar and 3) the main navigation list. Doing this will open the new screen in a new browser tab without impacting your current screen.
• We added the ability to merge cases from the Case edit screen. Click on View All on the Cases section of the Customer panel and from there you can select your Cases to merge. This will make it easier to quickly find related or duplicate Cases for a customer and merge them together without complex filters.
• We fixed a bug where some picklists were retaining hidden values after a user would enter an invalid value into a required picklist field and then delete the value. Now when a user removes a value from a picklist it will properly clear the value and the field will search as expected.
• We fixed an issue where the Cases Selected count that shows at the top of the Cases list when you select multiple Cases would sometimes show an incorrect count. Now when you select multiple Cases on one or more pages it will always show the proper count both before and after merging Cases.

If you are interested in testing our the beta of our conversational AI agents, please let us know! We would be happy to set one up for you, trained on your knowledge.

Prayas Tiwari