CX Manager

• We fixed an issue where some cases were not being automatically moved from a Resolved to a Closed status after two weeks.
• We fixed an issue where periodically some CC recipients on an email thread could be removed from the thread when they were from the same organization as the sender but not a user in CXME.
• We fixed an issue where file previews would sometimes not show when accessing a file from a Case.
• We fixed an issue where clicking into a View that had grouped results would sometimes display zero results when clicking into a group.

Journeys

• We improved overall Journey performance when loading the Journey Builder as well as when loading the list of Journeys that can be added to a Case.
• We fixed an issue where a Step within a Path could not be set to sequential order.
• We fixed an issue where dragging an Action into a Step within a Path would fail to properly add the Action.
• We fixed an issue where the name of the Selection Action in the Path Condition was not properly displaying.
• We fixed an issue related to deleting an Action in a Journey.

Connectors & APIs

• We added the User's Role to the api/v3 response to make it easier to manage user onboarding and offboarding via 3rd party systems.
• We improve the load time of the Connector Marketplace and Embedded Apps on a Case.

AI

Phone Transcripts - We added the ability to automatically generate and save text conversation transcripts for every phone call that creates a Case in CXME. When you save the call audio transcript, we will automatically convert it to text and save it as a PDF on the Case for easy future reference as well as being able to use this content in summaries and other AI use cases throughout the platform.

Security

• We added additional restrictions to our Content Security Policy across all areas of our application for improved security.
• We addressed multiple vulnerabilities for libraries within our application.

Alan Finlay

Introducing: Customer-Facing Journey Timelines

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

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.
3. Customizable Language: Tailor the terminology used in the customer timeline. Adjust Stage, Step, and Action names within the journey builder.
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.

Alan Finlay

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.

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.

This update will be rolling out to all organizations in the coming days.

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.

Knowledge

• We enhanced the code block styling in Knowledge Articles to make it easier to document, share and use code in Articles.

Journeys

• We added the ability to Clone a Journey.

Reporting & Dashboards

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

Alan Finlay

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.

1. Sync Customers, Contacts, and Cases Effortlessly
2. Automated Case Creation
3. Custom Field Mapping
4. Real-Time Updates Across Platforms

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.

Prayas Tiwari

Updates & Bug Fixes

Release Date: March 2025:

CX Manager

• We updated date and time fields in Reports to always show in the timezone of the user.

Knowledge

• We fixed an issue where adding an Accordion to a Tab Body in a Knowledge Article broke the Tab structure.

Security

• We improved our SSO integrations to better validate against expired SAML tokens.

Reporting & Dashboards

• We fixed an issue filtering visualizations in dashboards with datetime fields.

Alan Finlay

Network Upgrade: Enhancing Our Infrastructure for Better Reliability

• Eliminated Single Points of Failure
• Automatic Failover
• Consistent Performance
• Enhanced Resilience

What This Means for You

• Improved Service Reliability
• Faster Incident Recovery
• Future-Ready Foundation

Alan Finlay

Updates & Bug Fixes

Release Date: February 2025:

CX Manager

• We added the ability to control+click and command+click on Cases.
• We fixed a bug with customers using custom fields.

Admin & Settings

• We added a Teams field to restrict Tag and Category access to add and edit screens for Tags and Categories in Settings.

Alan Finlay

Security Enhancements

Release Date: 01/16/24:

• We improved the account lockout functionality.
• We improved our defense against Cross-Site Scripting (XSS).

Prayas Tiwari

Journey Parallel Actions

We have also added the ability for journey builders to decide if they want to start Actions within a Step in a defined order (sequential) or all at the same time (parallel).

Example of Parallel Actions

• Submit all three Tasks at the same time if the order of completion does not matter.

Introducing the HubSpot Connector for OvationCXM

We are thrilled to announce the newest addition to the OvationCXM platform – the HubSpot Connector!

1. Sync Customers, Contacts and Cases Effortlessly
2. Automated Case Creation
3. Custom Field Mapping
4. Real-Time Updates Across Platforms

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

Prayas Tiwari