OvationCXM - Product Updates - JOURNEYS

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 you time by reducing the need for repetitive copy and pasting when completing Forms within a Journey. It also allows internal teams or customers to easily validate existing data during the life of a journey.

To pre-populate form data on a journey, navigate to the Journey Builder and open your journey. Select a Form Action and on the right side editor panel you will see the form fields with the ability to pre-populate the field with data from the related Case or from previous actions within the same 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.

Updates and Bug Fixes

Release: May 7 2026

CX Manager

• Fixed a bug with the password reset flow in the new CXME UI so you can now reset your passwords from the new user interface.

Journeys

• We added the ability to archive a Journey in the journey builder. Once archived, no new customers can go into that Journey, and the journey will be hidden from the main journeys list, but can be found through a filter. A Journey can be unarchived and updated if needed.
• Fixed an issue where tasks would sometimes not get created when used in parallel steps in a journey.
• Fixed an issue where the closeout action sometimes did not properly close out a journey.
• Fixed an issue where the loading spinner on automation actions on the journey timeline would sometimes not go away.

Forms

• Fixed a bug where multi-select picklists didn't show on Forms when opened on a Case.
• Fixed an issue where signatures on Forms did not properly save on submission.

Knowledge

• Fixed a bug where opening a file from the article preview screen would sometimes result in a 403 on the first attempt.
• Added an Owner field on Articles that allows you to define owners for each article for easier filtering and workflows.

Connectors

• Added Embedded Apps to the Location screen in addition to the Case screen.
• Fixed a sporadic sync issue with the jira connector.
• Implemented caching on our non-api connectors.
• Updated Zoho connector to allow creating docs and hardened core flows.

Tasks

• Added In Progress and On Hold statuses to Tasks, and you can now set the status of the task from the list or the case.

Reporting & Dashboards

• We launched Journey and Task analytics to give you near real-time dashboards for your Journey and Task data. This includes overall stats, detailed insights, and friction points to help optimize your workflows.
• We added the ability to add Case and Location data to your Journey and Task dashboards to bring additional insights into your data.

Security

• We updated our CSP policy for improved security.

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.

Forms can be designed to be either internal or customer-facing, or even both, depending on your needs. One of the key benefits of this feature is the ability to prepopulate form data based on context data from the journey, case, or customer. This ensures a seamless and personalized experience for users and ensures that they don't have to manually enter information that you already have in your systems.

The data submitted through these forms can also be utilized as inputs for future actions within the same journey. This capability becomes really powerful as it enables you to automate decisions and future actions (e.g., API calls) by taking the output of the form to use as the inputs of those actions, enhancing the overall efficiency and effectiveness of your processes.

To ensure consistency with your brand identity, custom theming is available for all forms. This allows you to maintain a cohesive look and feel across all customer interactions.

We believe that this new feature will significantly enhance your ability to engage with customers and streamline your workflows. We look forward to seeing how you leverage Forms in Journeys to achieve your business objectives.

Updates & Bug Fixes

Release Date: 04/21/24

CX Manager

• Added the ability to use custom fields in Email Templates. Previously only standard fields were available.
• Fixed a bug where the Email from Chat Room email template was not respecting the filters for Owner Team on a Case. It will now use the proper email template based on the Owner Team of the Case.
• Fixed an issue where cloned Cases from inbound emails to closed Cases were sometimes being assigned to the incorrect Owner Team.

Knowledge

• Migrated all Knowledge Libraries from the default theme to the modern theme for bug fixing, performance improvements, and design updates.

Reporting & Dashboards

• We are in the process of launching our new Journey and Task analytics data and pre-built dashboards. We will be rolling these out over the coming weeks.

Close Out a Journey Manually or Programmatically

You now have the ability to manually or programmatically close out a Journey that did not successfully reach the end.

Not every customer journey is a successful one. Sometimes processes fail, interactions go stale, applications are denied, or customers churn. In these scenarios, the journey did not reach the desired outcome and will need to be closed out.

Closing out a Journey marks the overall Journey as Closed so it will no longer show as Active in Analytics. It will also close out any active or pending Actions that are still open in the Journey so you don’t have Actions left in a limbo state.

There are two ways to close out a journey, manually and programmatically:

• Manually Close Out a Journey: A button added to the top of the journey timeline allows users to manually close out a Journey that is still active.
• Programmatically Close a Journey: When a customer hits an intentional dead end within a Journey, that may lead to the Journey being closed out.