CX Manager

• Updated the conditional logic on Layouts so if the Survey block is hidden from the case layout with conditional logic, it will be hidden from the Case Resolution modal as well.
• Updated the Add Contact modal from the case edit screens to show the full contact modal (using the org's layout) rather than the 4 field quick add modal).
• Updated the list of Contacts on a Case to now automatically update after a contact is added from the in-line Add Contact button on the case layout.
• Updated the filters on Task Views in Inbox to use new APIs which will be faster, reduce API calls, and lead to more consistency between the counts and the lists
• Updated the Update Journey modal in CXME so when you remove a journey from a case it's one modal instead of two
• 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 to allow users to choose to create the article using an AI assistant, a pre-built template, or start with a blank canvas.
• Fixed a bug where some icons weren't always showing on external knowledge sites.

Virtual Assistants

• Added a Workflow template for User Identification. This is a template that organizations can use to build MID-based user identification flows into their agents to find a customer location by MID.
• Improved the article writer agent to better use capitalization in titles and use accordions only when prompted to do so.
• Added a thinking UI to the article writer agent so you can clearly see its process, tool calls, errors, and latency of responses.
• Renamed the 'thumbs_up' score to 'rating' for trace feedback.
• Fixed an issue where copilot agents weren't always able to find the Journey related to the case. Now you can always ask your copilot about the journey on a case and it will have all information about it.
• Improve agent training to be more reliable and automatically show updates in the UI when it is complete.
• In URL content sources in agents, we added the ability to train an individual URL page or a URL with all child pages below it to help optimize long training times and prevent duplicates pages.
• Cleaned up Tools in AI Studio - we renamed some tools to be more clear and removed tools that were unused.
• Fixed a bug where creating a new agent would sometimes show a file in the content screen from the last agent you looked at.
• Added a global default LLM Model to the Models screen AI Studio so if a model is ever not selected, it will default back to the same fallback model.
• Fixed a bug with the LLM model selection on tool calls within an agent. It now properly uses the LLM from the agent calling the tool.

Security

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

Knowledge

• 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.

For Knowledge Libraries

• 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.

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 (e.g. setting two date filters for before and after)
• Updated the message on the Resolution modal for when a survey was already sent on a case to make it less confusing
• Fixed a bug where HTML would sometimes show in the case card in the case list in Inbox after a search
• Fixed a bug where tasks added to a Case and assigned to a Team were not showing in the My Team's Unassigned Tasks list view

Knowledge

Updated the styling (size, spacing) 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. The styles will now more closely match between the edit and preview states inside CXME

AI Agents

• Optimized AI Agent tool calls to be faster and more reliable
• Improved Copilot response quality by reducing the truncation of long article bodies and also stripping out excess HTML to reduce token usage
• Added a new waiting indicator in Copilot while the Agent is generating a response to a visibly show what it is doing across tool calls, knowledge search, generating responses, and more.
• Improved the ranking order of Sources that are shown in copilot responses
• Made the source links in copilot responses clickable to open the source links in a new tab
• Added the ability to set monthly Spend Limits on AI usages across all use cases
• Turned all plain text URLs in agent responses into links in Copilot and Messenger
• Improved the load time of traces
• Revamped the trace details page to show the most important information at the top and hide a lot of the excess information that is not helpful for troubleshooting. This includes seeing the query and response as well as being able to load the full chat history for additional context

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

CX Manager

Communications

• Improved Email Formatting: Outbound email templates can now be updated to have the signature appear directly under the latest message rather than at the bottom of the full thread. This can be done by updating the tokens in your email template. While we kept the current CHAT_EMAIL token as it is to limit disruption, we added EMAIL_LATEST and EMAIL_HISTORY to allow you to customize exactly how you want the last message the history to appear in the email body.

• Faster Chat View Performance: Fixed a bug that was causing Chat Case Views to load slower than other Views.

• Duplicate Case Prevention: Fixed an Exchange forwarding loop issue that was bypassing loop detection and creating duplicate cases when some inbound emails were received.

Cases

• Log Activity Alignment: Improved log activity consistency by aligning the "Reopened" issue log events between the user interface and the API.

Automations

• Automation Accuracy: Fixed a bug where the "Case Modified" automation trigger was incorrectly evaluating exact issue tag matches. When an Automation was triggered by Case Modified, any condition using Case: Issue Tag failed evaluation and returned false, even when the current tag value matched the configured comparison value. Now automations with those conditions will be properly executed.

Knowledge

• Knowledge Base Styling Updates: Enhancements to how articles are previewed and styled internally and externally to ensure a consistent appearance. This will only be updated for Libraries that are using the default Modern theme without any customization.
• Search Improvements: Resolved an issue causing high latency and errors within the production search index, resulting in a more reliable search experience.