OvationCXM - Product Updates - CX MANAGER

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:

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, provide real-time visibility into system updates and data syncs, and improve your overall experience. We hope this new feature makes your work more efficient and effective.

Updates & Bug Fixes

CX Manager

Knowledge

Virtual Assistants

Security

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.

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. This addresses the issue of duplicate or incorrect submissions polluting report data.

Duplicate Form Confirmation on Cases — Adding a form to a case that already has that form will now display a confirmation prompt, preventing users from accidentally creating duplicate form entries.

Form Submissions on Locations — Form submissions can now roll up to the Location level. A new "Show on Locations" toggle in the Form Builder lets you control which forms appear on Location screens. If a Form has both Show on Cases and Show on Locations, submissions made from a case are visible on the associated location, and edits sync across both views. Forms with Show on Locations can also be added directly to a location without a case association.

Pre-populate Case Data in Forms — Forms can now be configured to automatically capture Case data on creation (e.g., Case ID, display name, Owner Team, etc.) when added to a Case. This context is stored with the submission and included in exports, reducing manual data entry as well as making it easy to trace submissions back to their originating case.

In-Progress Status for Forms on Cases — Forms on cases now show a more granular status progression: Not Started → In Progress → Completed. Saving a draft form for the first time automatically transitions it to In Progress, making it easy to distinguish between untouched and partially completed forms.

Submitter Data on Submissions — Form submissions now capture the name of the logged-in user who submitted the form. Anonymous submissions are labeled accordingly.

Improvements

Improved CSV Export Formatting for Multi-Value Fields — Multi-value fields (multi-select, checkbox groups, multiple dates, etc.) are now exported as clean comma-separated values instead of raw JSON arrays with brackets and quotes. This restores compatibility with downstream reporting tools and macros.

Human-Readable Date/Time in Exports — Datetime fields in CSV exports now use a user-friendly format (e.g., 4/6/2026 16:51 PST) localized to the exporting user's timezone, replacing the previous ISO 8601 format.

Updated Pre-Populate Fields on Cases — The list of available pre-populated case fields has been refreshed. New fields include Customer Name, Location Name, Owner Team Name, and Owner User. Legacy field-service metadata fields have been removed, labels have been cleaned up.

Cascading Form Deletion — Deleting a form now properly cleans up all related resources, including form submissions, action executions, and action registrations across Journeys and Cases.

Bug Fixes

Signatures now save correctly — Fixed an issue where both drawn and typed signatures were deleted upon saving or submitting a form.

Pre-populated fields persist — Fixed a bug where pre-populated form fields in Journeys would appear empty when re-opening the form task after saving.

Export date range corrected — Fixed a timezone-related issue where exporting form submissions with today as the end date excluded 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 added to a case would intermittently fail to open, displaying "No submission ID found" or "Unable to display form." The form action now supports synchronous start to ensure the submission ID is reliably returned.

Clear button visible on multi-select fields — Fixed the clear (X) button on multi-select fields not rendering when the "Can Clear" option was enabled in the form builder.

Required field validation no longer triggers on load — Fixed a bug where required fields on forms opened from a Case immediately displayed validation errors before the user interacted with them. Validation now only triggers after the user enters and modifies a field.

Form submission pagination fixed — Resolved an issue where changing pages on the form submissions list had no effect.

CXME Updates

This release focuses heavily on improving system stability, fixing known bugs, and enhancing specific communication and knowledge base functionalities. Here are the key changes in this release.

CX Manager

Communications

Cases

Knowledge

Messenger (Web & SDK)

Forms

We have released over 20 updates to our new Forms product and we'll post a separate release note on those updates shortly.