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 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 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:

• There 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 so when a new chat comes in or gets claimed, the list will automatically update.
• You can now see a typing indicator on the chat card when the customer is typing.
• The chat cards now show the last message that was sent for easy reference.
• There is a quick filter at the top of the list based on the case creation date.
• Opening a chat from the My Open Chats list will default to showing the chat 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.

This enhancement will lead to more seamless collaboration and visibility into system updates and data syncs.

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.
• Updated the filters on Task Views in Inbox.
• Fixed a bug where custom field filters for Locations were not working properly.

Knowledge

• Added 3 quick add buttons to blank Articles.

Virtual Assistants

• Added a Workflow template for User Identification.
• Improved the article writer agent.

Security

• Launched our new API gateway with enhanced performance and security.

Alan Finlay

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.

With these new tools, you can enable your copilot to take action on cases conversationally.

Here are some examples of the tools now available:

• Search your knowledge content
• Create, update, resolve, or escalate a case
• Set case statuses
• Access communication data on the case
• Look up a customer location ID

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.

Whenever you're composing a message (email, chat, text), your draft will now be automatically saved. You can start drafting a message, exit, refresh, or log out without losing your work.

Each user's drafts are saved separately, allowing multiple users to have their own drafts within the same communication thread.

Alan Finlay

Advanced Knowledge Library and Article Publishing Approval Workflows

We're launching a new feature for our Knowledge Library and Article publishing workflows to streamline content creation.

Here's what's new:

For Knowledge Libraries

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

For Knowledge Articles

• Activating the 'Require Publisher Approval' toggle introduces an approval workflow for Articles.

Alan Finlay

Forms Enhancements

Over the past few weeks, we have released several improvements to Forms.

New Features

• Delete Form Submissions feature.
• Duplicate Form Confirmation on Cases.
• Form Submissions on Locations.

Bug Fixes

• Fixed issues with signatures and pre-populated fields.

Alan Finlay

CXME Updates

Release Date: 06/09/2026:

CX Manager Updates

• Improved load time of Views.
• Allowed the same field to be used more than once in Reports.

Knowledge Updates

• Updated styling of body and H tag text in the Article Editor.

Alan Finlay

Inside AI Studio: The Command Center for Bank-Grade AI Orchestration

To move AI from a novelty to a core banking utility, you need an operational foundation to help govern this intelligence.

Phase 1: Build

• Define the Agent’s functional purpose and select the best model.

Phase 2: Execute

• Bridge the gap between conversation and execution with integrated workflows.

Phase 3: Observe

• Capture every interaction in a detailed trace.

Phase 4: Improve

• Use Evaluations to ensure quality standards are met.

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.

Alan Finlay