OvationCXM - Product Updates

Pre-populate Forms in Journeys from Case Data

You can now pre-populate fields on Forms within Journeys using data from the Case related to that Journey or from previous actions on the Journey.

This enhancement is designed to save you time by reducing the need for repetitive copy and pasting when completing Forms within a Journey. It also allows internal teams or customers to easily validate existing data during the life of a journey.

To pre-populate form data on a journey, navigate to the Journey Builder and open your journey. Select a Form Action, and on the right side editor panel, you will see the form fields with the ability to pre-populate the field with data from the related Case or from previous actions within the same journey.

Once saved and published, the next time you access that form on the journey from the journey timeline, the fields will be pre-populated with your selected data.

Latest Updates for New CXME UI

We have been hard at work updating all the workflows in the new CXME UI over the past few months. While the application is in Beta, we have not been posting release notes for each update, but we will start posting batches of small updates in addition to major new features that are released.

Here are the updates since the beginning of April 2026.

CX Manager

Shortcuts & Navigation

• Added Control + Shift + E to open the Edit All Case Fields Drawer (when Case Details is visible).
• Added Control + Shift + L to open the Change Location modal from a Case.
• Added Control + Shift + C to create a new case from anywhere in the application.
• Added auto-focus on the search/filter field for select and multi-select fields so you can type immediately upon clicking.
• When opening the Product Drawer from the Add Product button, it now auto-focuses on the search field and allows for keyboard arrow navigation.
• Added the ability to open old checklists/forms directly from the activity timeline in a modal.
• Set a default value of "Me" for the Return To field in the Waiting modal to reduce clicks.
• Set a default value for Waiting Time to "Tomorrow at 9am" to simplify date/time editing.

Case & Location Management

• Dynamic Case Cards: Added custom/dynamic case card fields (from Settings) to the small case list cards and case header (up to two fields).
• Added Add Contact and Add Product buttons to the Case Edit All Fields drawer.
• Added access to Embedded Apps from the Locations screen, including auto-population of customer info like MID for pre-filtering data.
• Added validation to prevent creating a View name that matches an existing system, shared, or personal view.
• Added Org avatars back to the Change Location modal and optimized it to remove the initial API call for faster searching.

Performance & Stability

• Optimized picklist field loading and Inbox components (views list, comm pubsub) to reduce memory usage and lagging.
• Updated field saving logic: If no changes are detected when clicking out, the system cancels instead of making an unnecessary API call.
• Improved the virtual scroller and added general memory usage reductions across the app.

Bug Fixes

• Fixed a bug where Case Exports failed with only one field; the system now appends Case ID automatically.
• Fixed checkbox selection issues when multi-selecting cases for a merge.
• Fixed a bug where unsubmitted notes would carry over when navigating to a new case.
• Fixed restricted Tags showing when the Category field was blank; they now only show for defined Categories.
• Fixed rendering issues for < and > characters and HTML artifacts in search results or resolution notes.
• Fixed UI issues where fields "bounced" on small screens or text was cut off on thin panels.
• Fixed the Owner User sort by adding "Unassigned" labels and consistent avatars.

New Task Statuses

New Task statuses are now available.

To help you better track and manage your tasks, we have added new statuses: In Progress and On Hold. This will allow you to more easily track tasks that are actively being worked on compared to tasks that have not yet been started or those that are stuck.

For each task, you can now choose from the following statuses:

1. Not Started
2. In Progress
3. On Hold
4. Completed
5. Canceled

In addition to these new statuses, we have updated the task cards with split buttons. This feature still allows you to complete a task with a single click while also allowing you to quickly move any task to any status, streamlining your workflow.

Stay tuned for more updates, as we will soon be adding enhanced search and filtering capabilities for tasks. We hope these improvements make your task management experience even more efficient and effective.