AI Studio Terms Glossary

We just released a new feature that will enhance your experience with our AI Agents.

The AI Studio Terms Glossary is now available, allowing you to define internal terms and acronyms that your agents can reference.

This means your agents will have access to this information and can provide accurate definitions in their answers and summaries. This new feature is designed to improve communication and ensure clarity and accuracy in agent responses.

You can add terms to your glossary under AI Studio > Branding > Glossary > Add Term.

We hope you find this addition valuable and look forward to seeing how it enhances your use of our AI Agents.

New Open Chats View - More Visibility and Real Time Updates

We revamped the Open Chats view that available for all users in Inbox.

We turned this view from a simple filtered list like the other views into a robust chat command center where you can see all your active chats, your chat queue, and your team's active chats in one place all with real time updates. This will help to improve response times, minimize clicks, reduce load times, and help to create an overall improved chat experience for your customers.

Here's a summary of updates to the Open Chats view:

• Instead of just a simple list of open chats there now are three sections in the Open Chats view: 1. My Open Chats 2. Unassigned Chats 3. Other Agent's Chats.
• This view is now wired into real time updates.
• You can now see a typing indicator on the chat card when the customer is typing in Messenger without needing to click into the case.
• The chat cards now also shows the last message that was sent.
• There is a quick filter at the top of the list for the case created date.
• Opening a chat from the My Open Chats list will default to the chat panel showing on load rather than the Activity panel.

Real Time Case Updates

We just released real time updates for Cases.

Now, when you are actively working on a case, any updates made by other users or systems will automatically and immediately appear on your screen. There's no need to refresh the page.

This enhancement will lead to more seamless collaboration and improve your overall experience.

Updates & Bug Fixes

Release Date: 07/09/26:

CX Manager

• Updated the conditional logic on Layouts.
• Updated the Add Contact modal from the case edit screens.
• Updated the list of Contacts on a Case to now automatically update.
• Updated the filters on Task Views in Inbox.
• Updated the Update Journey modal in CXME.
• Fixed a bug where custom field filters for Locations were not working properly.
• Fixed a bug where sometimes standard reports would fail to download.

Knowledge

• Added 3 quick add buttons to blank Articles.
• Fixed a bug where some icons weren't always showing on external knowledge sites.

Virtual Assistants

• Added a Workflow template for User Identification.
• Improved the article writer agent to better use capitalization in titles.
• Fixed an issue where copilot agents weren't always able to find the Journey related to the case.

Security

• Launched our new API gateway with enhanced performance and security for all of our microservices.

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.

Here are some examples of the tools now available:

• Search your knowledge content.
• Create, update, resolve, or escalate a case.
• Look up a customer location ID by MID.
• Add or update a task on a Case.
• 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.

Saved Communication Drafts

We're excited to introduce a new feature: Saved Communication Drafts.

Now, whenever you're composing a message (email, chat, or text) your draft will be automatically saved as you type. When you return, your draft will be right there waiting for you.

This will allow you to start drafting an email, expand it if it's getting too long and you need more space.

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.

For Knowledge Libraries

• Added a revision history feature.
• Added a 'Require Publisher Approval' toggle.

For Knowledge Articles

• Activating the 'Require Publisher Approval' toggle also introduces a new approval workflow for Articles within that Library.

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.

New Features

• Delete Form Submissions — Users can now delete individual form submissions directly from the submissions list.
• 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.

Improvements

• Improved CSV Export Formatting for Multi-Value Fields.

Bug Fixes

• Signatures now save correctly.

CXME Updates

Release Date: 06/09/2026:

CX Manager

• Improved the load time of Views.
• Fixed a bug where HTML would sometimes show in the case card.

Knowledge

Updated the styling (size, spacing) of body and H tag text in the Article Editor screen.

AI Agents

• Optimized AI Agent tool calls to be faster.

Updates and Bug Fixes

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

CX Manager

• Improved Email Formatting.
• Faster Chat View Performance.

Knowledge

• Knowledge Base Styling Updates.

Security

• Updated our CSP policy for improved security.

New Task Statuses

New Task statuses are now available.

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

Stay tuned for more updates, as we will soon be adding enhanced search and filtering capabilities for tasks.

Custom Field Tokens in Email Templates

We have launched a new feature in our email templates that will enhance your communication capabilities.

AI Agents Now Understand Files and URLs

Our Copilot and Article Writer AI Agents can now understand files and links provided to them as part of the context data.

Updates and Bug Fixes

Release Date: 04/21/24:

CX Manager

• Added the ability to use custom fields in Email Templates.

Forms

Fixed a bug where signatures were not properly saving and exporting on Form exports.

Reporting & Dashboards

• We are in the process of launching our new Journey and Task analytics data and pre-built dashboards.