OvationCXM - Product Updates

AI Agent Tools

We are excited to announce the launch of a new suite of agent Tools designed to empower your agents with enhanced capabilities. Think of agent Tools as API calls wrapped with instructions that allow agents to take action on your behalf, securely interacting with your organization's data.

With these new tools, you can enable your copilot to take action on cases conversationally or equip your customer-facing agents with the ability to look up customer profiles, create cases, hand off tasks to various teams, and much more.

Here are some examples of the tools now available:

• Search your knowledge content with library and access controls and see the content for better agent responses
• Create, update, resolve, or escalate a case
• Set a case to waiting or ready status
• Access communication data on the case to automatically populate case fields
• Look up a customer location ID by MID and move the case to the identified location
• Add or update a task on a Case with proper ownership and due dates
• Search for historical case data for reference
• Reassign a case to a new team

To enable tools for your agents, go to AI Studio > Tools and approve tools from the list of Available Tools. Once approved, you can add those tools to your agents to use.

And this is just the beginning. We are continually adding more tools to AI Studio. If there are specific tools that would be helpful for your use cases, please let us know, and we'll work on getting them added.

To learn more about using these tools, visit our help page at help.ovationcxm.com/ai-studio-agent-tools.

Saved Communication Drafts

We're excited to introduce a new feature that will enhance your experience with CXME: Saved Communication Drafts.

Now, whenever you're composing a message (email, chat, or text) your draft will be automatically saved as you type. This means you can start drafting a message, exit the case, refresh, or even log out of the application without losing your work. When you return, your draft will be right there waiting for you.

This also means that drafts will be retained as you pop out conversation threads into an expanded or minimized state. This will allow you to start drafting an email, expand it if it's getting too long and you need more space, and minimize it to the bottom panel if you want to save it and easily come back to finish and send it later.

Each user's drafts are saved separately, allowing multiple users to have their own drafts within the same communication thread without any conflicts. Looking ahead, we have plans to roll out shared drafts. This will allow you to share drafts with colleagues for review before sending, or even have an AI agent generate a shared draft in an email thread, which all users can view, edit, and send.

We hope this new feature makes your communication process more efficient and seamless.

Advanced Knowledge Library and Article Publishing Approval Workflows

We're launching a new feature for our Knowledge Library and Article publishing workflows designed to streamline and secure your content creation process. With this new capability, teams can now introduce a separation of duties that ensures all new content receives the proper approval before being published.

For Knowledge Libraries

• We added a revision history feature. This means you can now make edits to the branding and custom code in your Knowledge Library and preview those changes before publishing.
• We added a 'Require Publisher Approval' toggle. This ensures that any updates made to the Library or the Articles within it require approval from a different user than the one who made the last edit before they are published.

For Knowledge Articles

• Activating the 'Require Publisher Approval' toggle on a library also introduces a new approval workflow for Articles within that Library.
• With the new feature enabled, when a user edits a draft article, they must obtain approval from another user before they can publish it.
• The approving user can choose to either approve the article, allowing the original editor to publish, or they can publish the article on behalf of the original editor.
• Any user that has contributed to the draft article is unable to Approve or Publish the article.

Please note that this new approval workflow only applies to Libraries with the 'Require Publishing Approval' flag enabled. By default, this workflow remains disabled for all Libraries that do not have the flag turned on. Learn more about this new feature in this article.

We believe these enhancements will help you maintain high-quality standards for your content and ensure your content is getting properly reviewed and approved to meet your internal security requirements.

Forms Enhancements

Over the past few weeks, we have released several improvements to Forms based on user feedback, including new features for form management, enhanced export formatting, richer case and location integration, and critical bug fixes.

New Features

• Delete Form Submissions — Users can now delete individual form submissions directly from the submissions list. A confirmation dialog prevents accidental deletions.
• Duplicate Form Confirmation on Cases — Adding a form to a case that already has that form will now display a confirmation prompt.
• Form Submissions on Locations — Form submissions can now roll up to the Location level.
• Pre-populate Case Data in Forms — Forms can now be configured to automatically capture Case data on creation when added to a Case.
• In-Progress Status for Forms on Cases — Forms on cases now show a more granular status progression: Not Started → In Progress → Completed.
• Submitter Data on Submissions — Form submissions now capture the name of the logged-in user who submitted the form.

Improvements

• Improved CSV Export Formatting for Multi-Value Fields — Multi-value fields now are exported as clean comma-separated values.
• Human-Readable Date/Time in Exports — Datetime fields in CSV exports now use a user-friendly format.
• Updated Pre-Populate Fields on Cases — The list of available pre-populated case fields has been refreshed.
• Cascading Form Deletion — Deleting a form now properly cleans up all related resources.

Bug Fixes

• Signatures now save correctly — Fixed an issue where both drawn and typed signatures would be deleted upon saving or submitting a form.
• Pre-populated fields persist — Fixed a bug where pre-populated form fields would appear empty.
• Export date range corrected — Fixed a timezone-related issue where exporting form submissions would exclude today's submissions.
• Multi-select picklists work on Cases — Fixed multi-select dropdowns failing to open when a form was displayed in the Case modal.
• Resolved intermittent "No submission ID found" errors — Fixed an issue where forms would intermittently fail to open.
• Clear button visible on multi-select fields — Fixed the clear (X) button on multi-select fields not rendering.
• Required field validation no longer triggers on load — Fixed a bug where required fields on forms opened from a Case displayed validation errors before the user interacted with them.
• Form submission pagination fixed — Resolved an issue where changing pages on the form submissions list had no effect.

CXME Updates

Release Date: 06/09/2026:

CX Manager

• Improved the load time of Views that are filtered by a source of chat.
• Allowed the same field to be used more than once as a filter in Reports.
• Updated the message on the Resolution modal for when a survey was already sent on a case.
• Fixed various bugs affecting the task view performance and case management.

Knowledge

• Updated the styling of body and H tag text in the Article Editor screen as well as the Article Preview screen for Libraries that don't have any custom CSS.

AI Agents

• Optimized AI Agent tool calls to be faster and more reliable.
• Improved Copilot response quality by reducing truncation of long article bodies.

Admin & Settings

• Added a Teams field to the Add User modal to make it easy to add a user to specific teams during the creation process.

Updates and Bug Fixes

Release Date: 06/09/2026:

This release focuses heavily on improving system stability, fixing known bugs, and enhancing specific communication and knowledge base functionalities.

CX Manager

• Improved Email Formatting: Outbound email templates can now be updated for better clarity.
• Faster Chat View Performance: Fixed a bug causing Chat Case Views to load slower than other Views.

Knowledge

• Knowledge Base Styling Updates: Enhancements to how articles are previewed and styled.

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 time by reducing repetitive copy and pasting when completing Forms within a 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 processes in the new CXME UI. Here are the updates since the start of April 2026.

Forms in Journeys

We are excited to announce a new feature: Forms in Journeys. This enhancement allows you to incorporate forms as actions within a journey, providing an easy way to collect structured data throughout the life of a customer experience.

Introducing the All-New Forms: Seamless, Smarter, and Built for Better CX

We’ve rebuilt the experience from the ground up to help you capture data more efficiently while keeping your customers engaged. The new Drag-and-Drop Builder puts the power in your hands with over 60 unique elements across field input types and form structures.

Custom Field Tokens in Email Templates

We have launched a new feature in our email templates that will enhance your communication capabilities, allowing the inclusion of custom fields from your case and location records in addition to standard fields.

This enhancement improves your ability to communicate effectively with your customers and makes your email communications more robust and tailored to your needs.

AI Agents Now Understand Files and URLs

Our Copilot and Article Writer AI Agents can now understand files and links provided to them, allowing for enhanced context in their responses. This new capability allows you to do more with our AI Agents, streamlining tasks further for more efficient workflows.