a month ago6/10/2026

CXME Updates

Release Date: 06/09/2026:

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

Alan Finlay

2 months ago5/13/2026

Latest Updates for New CXME UI

We have been hard at work updating all the workflows in the new CXME UI over the past few months. While the application is in Beta we have not been posting release notes for each update, but we will start posting batches of small updates in addition to major new features that are released.

Here are the updates since the beginning of April 2026.

CX Manager

Shortcuts & Navigation

• Added Control + Shift + E to open the Edit All Case Fields Drawer (when Case Details is visible).
• Added Control + Shift + L to open the Change Location modal from a Case.
• Added Control + Shift + C to create a new case from anywhere in the application.
• Added auto-focus on the search/filter field for select and multi-select fields so you can type immediately upon clicking.
• When opening the Product Drawer from the Add Product button, it now auto-focuses on the search field and allows for keyboard arrow navigation.
• Added the ability to open old checklists/forms directly from the activity timeline in a modal.
• Set a default value of "Me" for the Return To field in the Waiting modal to reduce clicks.
• Set a default value for Waiting Time to "Tomorrow at 9am" to simplify date/time editing.

Case & Location Management

• Dynamic Case Cards: Added custom/dynamic case card fields (from Settings) to the small case list cards and case header (up to two fields).
• Added Add Contact and Add Product buttons to the Case Edit All Fields drawer.
• Added access to Embedded Apps from the Locations screen, including auto-population of customer info like MID for pre-filtering data.
• Added validation to prevent creating a View name that matches an existing system, shared, or personal view.
• Added Org avatars back to the Change Location modal and optimized it to remove the initial API call for faster searching.

Performance & Stability

• Optimized picklist field loading and Inbox components (views list, comm pubsub) to reduce memory usage and lagging.
• Updated field saving logic: If no changes are detected when clicking out, the system cancels instead of making an unnecessary API call.
• Improved the virtual scroller and added general memory usage reductions across the app.

Bug Fixes

• Fixed a bug where Case Exports failed with only one field; the system now appends Case ID automatically.
• Fixed checkbox selection issues when multi-selecting cases for a merge.
• Fixed a bug where unsubmitted notes would carry over when navigating to a new case.
• Fixed restricted Tags showing when the Category field was blank; they now only show for defined Categories.
• Fixed rendering issues for < and > characters and HTML artifacts in search results or resolution notes.
• Fixed UI issues where fields "bounced" on small screens or text was cut off on thin panels.
• Fixed the Owner User sort by adding "Unassigned" labels and consistent avatars.

Tasks

• Updated Task Views to load much faster using new search APIs.
• Updated Task Cards with a status button, allowing you to set the status directly from the card.
• Added back the My Team's Unassigned Task view and All Open Task view, both with significant performance improvements.

AI

Agent Capabilities

• Multimodal Context: Article Writer and Copilot agents can now understand and use uploaded images, files, and URLs as context for their answers.
• Task and Journey Integration: Added open task and journey data to case summaries when the tool is enabled on the Summary Agent.
• Added back Sources in Copilot responses for better transparency.
• Added the ability to copy/paste files directly into Copilot sessions.
• Fixed an issue preventing the Draft Article from Case agent from working for service provider organizations.

Article Writer Improvements

• Significant reduction in hallucinations; the agent now accurately adheres to the specific language of provided text, files, and images.
• Added Track Changes for Article Writer Copilot so users can review and accept/reject edits.
• Added a Draft Article button to Case Actions to instantly generate an article from case troubleshooting details.

AI Studio & Cost Management

• Updated the Workflow visualization in AI Studio with improved UI.
• Fixed an issue where the total cost was showing an incorrect value.
• Added the ability to save a monthly spend limit across all AI use cases.
• Updated guardrails to allow agents to answer questions about any content, images, or files provided in-session.
• Added a UI check to prevent deploying an agent without a model selected.
• Fixed a bug where agents couldn't be "Undeployed" quickly.
• Updated the Content Sources UI in AI Studio with clearer descriptions.

Communications

Email Composer

• Updated the composer to support nested lists (Tab to indent, Shift+Tab to un-indent).
• Added a Contact List popup in the To/CC fields for quick selection of contacts associated with the Case/Location.
• Enhanced table formatting when pasting from Word, Excel, Docs, or Sheets and removed excess borders on secondary tables (signatures).
• Properly rendered UTF-8 characters (e.g., arrows in pasted accordions) in the message display.

Fixes

• Fixed a display issue specifically for emails sent from certain 3rd party systems with custom css.
• Added the ability to attach files to Quick Replies in CXME.

Connectors

• Updated marketplace routing so it now defaults to the Configured Connectors tab instead of Available Connectors.

Settings

Layouts & Tables

• Fixed a bug where resetting card/table layouts wouldn't fully clear the template or would carry over previous fields.
• Fixed a bug preventing layouts from saving with 0 fields.
• Fixed a bug where searching "Available Fields" on layouts was non-functional.

Permissions & UI

• Updated the primary Settings icon to show for any user with "Manage Forms" permissions, enabling form data exports.
• Made section headers in General and Security sticky on scroll.
• Fixed a bug where the System Admin Role would occasionally show no permissions instead of all permissions.
• Added the Custom Email Domain field to appv4 Email Configuration.

Knowledge

General Updates

• Added an Owner field to Articles, allowing each article to have a designated owner.

Editor Improvements

• Updated Froala to v5.1 for improved stability and bug fixes.
• Fixed a bug where the AI assistant modal blocked Control + Shift + Arrow highlighting.
• Fixed a bug where AI "Actions on Highlight" blocked standard text editing.

Bug Fixes

• Fixed a bug where using Control + K recently viewed items failed to route to the new article.
• Fixed a bug where article layouts would break or fail to resize on small screens.
• Fixed an issue where editing a cloned article title/subtitle would sometimes be lost on save.
• Updated "Contains," "Empty," and "Not Empty" filters with icons to prevent text cutoff.

Alan Finlay

5 months ago1/22/2026

Meet the New CXMEngine: Faster, Smarter and Built for the Future

For the past few years, your feedback has been the blueprint for our evolution. Today, we’re incredibly excited to pull back the curtain on the latest CXMEngine update. This is more than a UI refresh - it’s a foundational rebuild to deliver greater speed, personalization and flexibility to support a stronger AI-first future.

Here is a quick overview of what you can expect to see.

A Modern, Flexible Workspace

We’ve introduced a brand-new design system that is modern, clean and ADA-compliant out of the box. This system is consistent across every module, ensuring a seamless experience as you move across the platform, including:

• The Inbox Experience: We’ve unified My Work, Case Lists, Task Lists, Journeys, Customer Profiles, AI Copilots, Embedded Apps, and Knowledge Delivery into a single screen. This is your new single pane of glass, designed to give you more information with fewer clicks.

• Flexible Layouts: Every user can now personalize their UX. Use blocks to collapse or expand data by object type and customize case layouts to fit your specific workflow.

• Dedicated Customer Screens: We’ve added new, granular screens for Customers, Locations, and Contact, giving you more control over your data than ever before.

• Refreshed Modules:

• Communications: A major UX overhaul makes email, chat, and SMS threads more integrated and easier to use.

  • Journeys: New rollup views on customer profiles and a redesigned timeline and builder interface.
  • Knowledge: A cleaner editing window with smart formatting that automatically converts content into your CXMEngine style guide.

Speed Without Compromise

We know that in customer experience, every second counts. That’s why we’ve optimized the architecture to ensure the interface is as fast as your team.

• Faster Load Times: Through optimized lazy loading and a streamlined UI, screens pop instantly and the application is 50% faster to load.
• Better Information Architecture: We’ve reorganized modules, updated field naming, and added tooltips throughout. This makes the platform more intuitive for veterans and significantly faster for onboarding new users.
• Keyboard First: You can now use Cmd + K (or Ctrl + K) to open search, take quick actions, and navigate the platform without ever touching your mouse.

Powerful Forms for Streamlined Data Capture

Our Forms product has been completely reimagined to be the best-in-class experience for your customers.

• Deep Ecosystem Integration: Forms are now natively tied to cases and journeys. This allows for data pre-population on journeys so customers don't have to re-type what you already know. It also ensures form submission data is instantly accessible in future steps of a journey.
• Drag-and-Drop Builder: Use over 60 elements to build complex workflows without writing a single line of code.
• Brand Extensions: Extensive theme customization ensures your customer-facing forms look like a native part of your brand.
• Save and Return: Customers can now save their progress on a form and return later - significantly reducing drop-off on complex onboarding journeys.

Your AI-First Command Center is Here

While the UI is the most visible change, the most powerful change is under the hood. AI is now natively integrated into the core of CXMEngine.

Introducing AI Studio

The new AI Studio is your command center for the next generation of CX. You can now build, test, and iterate on AI agents with full observability. With AI Studio, your organization enjoys:

• Multi-Model Approach: Choose the model that fits your needs or Bring Your Own Key (BYOK) to aggregate usage in one place.
• Agent Configuration and Types: Deploy customer-facing Chat and Voice Agents, or empower your team with Copilots that provide brand-accurate responses in an instant. Enjoy total control over prompts, rules and training content.
• Intelligent Routing: AI agents can take the first pass at an inquiry and escalate to a human only when necessary - with a full summary ready for responding teams.
• Observability and Feedback: Dive deep into the inputs and outputs of every interaction via trace data to see exactly how an agent responded and why. Use the feedback loop to suggest rules on your agent, add content to your knowledge base or create tasks for subject matter experts to fill knowledge gaps.
• Evaluations and Analytics: Run test datasets to validate agent responses before deploying and track response quality and monitor production data for guardrails like PII.

Native Intelligence at the Point of Work

AI is now natively integrated into every workflow across CXMEngine, living exactly where you do your work.

• Comprehensive Summaries: Quickly digest long email threads or complex case histories. The AI generates concise summaries so you can get up to speed in seconds rather than minutes.
• Customer Summaries: Get a granular summary of a customer’s current sentiment and their entire history with your organization.
• AI-infused Communications: Summarize emails, generate draft responses, reformat replies into your brand voice, and check grammar in the click of a button.
• Smart Knowledge Conversation: Automatically convert third party HTML (from Word or Google Docs) into your CXMEngine style guide for perfectly formatted articles every time.

Additional Updates

You will also notice some  subtle improvements in your experience, including:

• URL Deep Linking: Every specific area of the app now has a unique URL. Bookmark a specific record or layout and return to it with a single click.
• Pinned Communications: You can now pin communication threads to the bottom of your screen. Manage multiple chats or emails simultaneously while navigating other parts of the app.
• In-Line Editing: No more hunting for Edit buttons. Click directly on a case name or field to update it instantly.
• Quick Links: Direct access to live chat support, status pages, and recent updates is now baked into a new integrated menu.

Ready to Dive in?

This release sets the stage for everything we have planned for 2026. Your environment has already been updated to this latest version, so you can dive in right now. We recommend starting with the new Inbox to see how the single pane of glass changes your daily flow.

Noushin

a year ago3/3/2025

Updates & Bug Fixes

Release Date: March 2025:

CX Manager

• We updated date and time fields in Reports to always show in the timezone of the user that ran the report rather then always showing in UTC.
• We fixed a bug where custom fields of type Product Picklist would show correctly on the Location Layout on the Customer screen but incorrectly on the Location Layout from clicking on the Location Card in the Customer Panel on the Case screen. Custom Product Picklist fields will now show properly on all Location Layout screens.
• We fixed an issue where escalating a Case to a Team in another Organization would show the Owner User field as blank but it would remain set to the original user. Now when you escalate a Case to a Team in another Organization and leave the Owner User field blank, it will properly set the Owner User field as blank.
• We fixed an issue where a user was required to click the Run Filter for any ad hoc filters every time they left and returned to the Cases list. Now when a user sets ad hoc filters on the Cases list and navigates into a Case and back, the Cases list will remain filtered with the previously set filters.
• We fixed an issue where a user  would experience a blank screen after navigating into a Case from a grouped Cases View on page 2+ and then clicking back to the Cases list. Now the Cases list will properly show when navigating across multiple pages on grouped views.

Knowledge

• We fixed an issue where adding an Accordion to a Tab Body in a Knowledge Article broke the Tab structure. Now when you add an Accorion to a Tab, the Tab body will properly retain its structure.

• We fixed an issue where a user would press Enter from within a Tab or Accordion body in an Article and it would break the Tab or Accordion. Now when you press Enter in a Tab or Accordion body it will take you to the next line within that Tab or Accordion.

• We fixed an issue where clicking the Next Line button after an Accordion added to the bottom of the Article would put the new line within the Accordion rather than below it. Now clicking the Next Line button after an Accordion will put the next text outside of th Accordion.

• We fixed an issue where a user would insert a Tab into an Article body and it would sometimes add to a bulleted list. Now a Tab will be added directly to the body without adding any bullets.

Security

• We improved our SSO integrations to better validate against expired SAML tokens.
• We updated our Content Security Policy Headers and CORS policies for enhanced security.

Reporting & Dashboards

• We fixed an issue where filtering visualizations in dashboards with datetime fields would sometimes cause calculation errors.
• We fixed an issue where attempting to edit a visualization on a Dashboard would sometimes results in a CSP error. Now when you edit a visualization you are able to without any errors.

Admin & Settings

• We added the ability to use Control + Click or Command + Click on the Settings dropdown in the top right to easily open the Settings screen in a new tab.
• We fixed a display issue where the Availability would show as 'During Business Hours' on the Messenger configurator when it was really set to 'Always'. Now the screen will always show the proper availability.
• We fixed an issue where long custom fields names would cut off the buttons to add conditional logic or remove them from the layout configuration screen. Now you will be able to access the menu options for all fields on the layout screen no matter how long they are.

Alan Finlay

a year ago2/26/2025

Network Upgrade: Enhancing Our Infrastructure for Better Reliability

We're excited to announce a significant upgrade to our infrastructure! We've successfully migrated to a new direct connection between our data centers, dramatically improving our inter-datacenter connectivity.

Key Improvements

• Eliminated Single Points of Failure: Our new infrastructure features switch-level redundancy between datacenters
• Automatic Failover: Network issues can now resolve without manual intervention
• Consistent Performance: Reduced variance in latency for more predictable service quality
• Enhanced Resilience: Better protection against firewall issues and internet congestion

Performance Metrics

Our average ping times are consistent with previous tests while bringing subtantially more stable and predictable performance.

What This Means for You

• Improved Service Reliability: Experience fewer disruptions and more consistent performance
• Faster Incident Recovery: Quicker resolution when network events occur
• Future-Ready Foundation: Enhanced infrastructure to support our continued growth and new features

This upgrade represents a major step forward in our network architecture and demonstrates our ongoing commitment to providing you with the most reliable service possible.

Alan Finlay

a year ago1/31/2025

Updates & Bug Fixes

Release Date: February 2025:

CX Manager

Case Management

• We added the ability to control+click and command+click on 1) Cases in the Cases list 2) Chat tiles in the top nav bar and 3) the main navigation list. Doing this will open the new screen in a new browser tab without impacting your current screen.
• We added the ability to merge cases from the Case edit screen. Click on View All on the Cases section of the Customer panel and from there you can select your Cases to merge. This will make it easier to quickly find related or duplicate Cases for a customer and merge them together without complex filters.
• We fixed a bug where some picklists were retaining hidden values after a user would enter an invalid value into a required picklist field and then delete the value. Now when a user removes a value from a picklist it will properly clear the value and the field will search as expected.
• We fixed an issue where the type ahead text in a picklist field would sometimes get stuck causing the picklist to not show all the values even after the text was removed. Now deleting the text in a picklist will reset the fitlers and show all available options.
• We fixed an issue that caused Tags and Categories to continue to show on the Tags and Category fields on a Case after a Team was deleted from the Tag in Settings. Now when you delete a Team that is related to a Tag, that Tag will no longer show as an option on the Tags picklist on the Case Edit screen for users on that Team.
• We fixed an issue where the Cases Selected count that shows at the top of the Cases list when you select multiple Cases would sometimes show an incorrect count. Now when you select multiple Cases on one or more pages it will always show the proper count both before and after merging Cases.
• We fixed an issue where some Cases would periodically fail to display Events and would have improper access controls.

Customers

• We fixed an issue where custom URL fields that were accessed from the Customer screen were not opening the links in a new tab when clicked. Now when you click on the URL in a URL field type on the Customer Location panel, it will open in a new browser tab.
• We updated the functionality of custom product fields so when you add a product from the Add Product list it is saved to that field rather than only saving to the list of available products for that Location.
• We fixed a bug where custom product picklist fields would peridodically disappear from the Location Layout when accessed from the Customer Panel on the Case edit screen.
• We fixed an error that was being thrown when pressing the Add Product button on Product fields on a Location.

Communications

We fixed an issue where sending an email to an email integration inbox with multiple email addresses in the To: field would only show the the email integration inbox email address and all other email addresses in the To: field would not be displayed. Now all email addresses in the email’s To: field will show on the Communication Panel To: field.

Journeys

• We added the ability to cancel any open Action in a Journey from the timeline view so you can close out any Action that is stuck or no longer needs to be completed. Canceling a Task will also now post an event to the events timeline to show the date and time that the Task was canceled.
• We added the ability to force complete an Action in a Journey from the timeline view so you can mark any Action as Complete if it was completed out of order.
• We added functionality to automatically close out any outstanding actions on a Journey when the Journey Closed Out function is used from the timeline. This ensures that that there will be no orphaned Tasks after a Journey is manually closed.
• We updated the icons in the timeline for Steps and Stages that contain Actions that are skipped. Previously it would show the Stage and Step as skipped when they contained a skipped action. Now they will continue to show as In Progress or Completed.

Knowledge

We fixed a bug where the Load More Events button was not showing at the bottom of the Events tab on Knowledge Articles.

Connectors & APIs

• We added Zoho and IRIS CRM to our list of connectors. We will discuss the details of each one in a future post.
• We fixed an issue where changing the name of a Connector was not properly saving.

Messenger (Web & SDK)

• We added rich text formatting for AI agent responses in Messenger to make long responses easier to read (line breaks, lists, clickable links).
• We disabled in-app surveys for canceled cases to prevent incorrect or accidental ratings.
• We added additional retry logic when opening Messenger in case chat ever gets stuck loading messages.
• We added a configuration option to Messenger to show or hide a button that allows customers to immediately route a conversation to a human while they are chatting with an AI agent.
• We fixed an issue where timestamps were showing an incorrect time. Now all timestamps in Messenger will show based on the user's computer timezone.

AI Agents

• We enabled auto case creation and team assignment when routing from an AI agent to a human.
• We added multilingual capabilities with auto language detection to our conversational AI agents.

If you are interested in testing our the beta of our conversational AI agents, please let us know! We would be happy to set one up for you, trained on your knowledge.

Reporting & Dashboards

We updated the default timezone for dashboards to display date/times in PST. If you want the default timezone updated for your organization's dashboard, please reach out to the Customer Success team.

Admin & Settings

• We added a Teams field to restrict Tag and Category acess to the add and edit screens for Tags and Categories in Settings. Leaving this field blank will make the Tag or Category available to all users.
• We added a new Manage Tokens permission to break Tokens access apart from the Edit Organization Settings Permission. This new permission will automatically be given to all users with an Admin Role and can be manually added to your custom packages from Settings > Roles & Permissions > Select Role > Edit Permissions > Administration Settings.

We updated the Edit Organization Settings Permission to control fewer options in Settings. The details are described below:

1. The Manage Teams permission now controls showing/hiding the Teams navigation item in Settings (even with Edit Organization Settings off)
2. The Manage Users permission now controls showing/hiding the Users navigation item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Manage Users Passwords" and "Manage Users" to have "Users" nav completely removed from Settings.
3. The View Reports permission controls showing/hiding the Reports nav item on the main Nav list (even with Edit Organization Settings off). Note that you will need to disable both "View reports" and "Manage Reports" to have "Reports" option fully removed from main navigation.
4. The Create New Knowledge Bases permission now controls showing/hiding the Knowledge nav item in Settings (even with Edit Organization Settings off). Note that you will need to disable both "Create New Knowledge Base" and "Edit Knowledge Base Settings" to have "Knowledge" item fully removed from Settings.
5. The Manage Communications Channels permission controls showing/hiding the Channels and Settings options under Communications header in the Settings navigation (even with Edit Organization Settings off)
6. The Edit Organization Settings now only shows/hides the General Settings navigation item in Settings.

Security

• We added additional IP checks during user session validation.
• We added additional rate limiting to our login screen to prevent automated attacks.
• We improved our application defense against possible clickjacking.
• We updated application dependencies to mitigate any third party vulnerabilities.
• We improved application security by limiting the number of concurrent user sessions. Users can still work in multiple tabs at the same time.

Alan Finlay

a year ago1/15/2025

Security Enhancements

Release Date: 01/16/24:

Security

• We improved the account lockout functionality to prevent improper password resets as part of the flow.
• We mitigated a vulnerability related to an Insecure Direct Object Reference (IDOR).
• We improved our defense against Cross-Site Scripting (XSS) between Messenger and CXME.
• We hardened the password requirements function to reduce potential vulnerabilities.
• We mitigated a potential account takeover vulnerability related to the password reset flow.
• We improved our defense againt SQL injections throughout the CXME application.
• We improved our file scanner service to block .msi file types.

Admin & Settings

We added a field called 'Restrict Access To Teams' to the add and edit screens of Tags and Categories in Settings. This field can now be left blank and all Teams will have access to the created Tag or Category. If one or more Teams are added to this field, the Tag or Category will only show to users on that Team when accessed from the Details tab of a Case.

Alan Finlay

a year ago12/9/2024

Updates & Bug Fixes

Release Date: December 2024

CX Manager

Communications

• We added the ability to rename communication threads on Cases. This will allow you to more easily differentiate between multiple threads on a Case. To rename a thread, click on the name of the active thread, change the name, and save.
• We added additional logic when our communication services get disconnected to pull the latest message history when it reconnects to ensure that no messages or chat tiles go missing when the service is reconnecting.
• We fixed an issue where pressing Enter would not properly send a text message from the communications panel (only clicking the Send button would send the message). Now pressing the Enter key will properly send an outbound SMS message.
• We fixed an issue where including a line break in an outbound SMS messages from the Communications Panel would result in the message not being sent. Now you can include line breaks in your messages and it will properly send all parts of the message.
• We fixed an issue where sending an outbound email from the popped out composer would display the Communications Panel with the composer extending to the top of the screen after clicking Send. Now the composer will be the standard height after sending an email from the popped out composer window.
• We fixed an issue where vertically expanding the composer for chat and SMS messages would not give the user the full space to type.

Cases & Navigation

• We improved the type-ahead functionality on our picklist fields in CXME. You can now search for options with partial matching and you can match words on any order rather than needing to find results by an exact match.
• We updated the display of blank Date and Date/Time fields to not show any value when they are have no value. Previously they would display all zeros when the field data was blank.
• We updated the browser tab titles throughout the application. The tabs now follow the pattern, "{Current Screen Name} - OvationCXM". This will make it easier to identify your tabs when you have multiple tabs open.
• We added a new 404 screen in the application. Users will be directed to this screen in the future if they try to navigate to a bad URL.
• We fixed an issue where a user could be logged out of CXME due to inactivity while a report was being downloaded in the background. A user will no longer be logged out automatically while waiting for a report to download.
• We fixed an issue where clicking ‘No’ when asked to confirm the cases you selected to merge would result in an endless spinner. Now clicking ‘No’ will return you to the previous screen.
• We fixed an issue where if a user returned directly back to My Work after cloning a Case from My Work, it would result in an endless spinner. Now you can navigate back to My Work after cloning a case and it loads correctly.
• We fixed an issue where The Action > Assign modal was displaying two Owner Team fields for Work Orders.

Journeys

In addition to launching APIs and Canvas, Paths, Selection Action, Journey Close Out, Parallel Steps, Parallel Actions, we also fixed several bugs across Jourenys builder and timeline:

• We fixed an issue where adding a Journey to a Case could temporarily hide the display of the communications panel
• We fixed a bug where dragging a Step to a blank area of the canvas would add a new Step.
• We fixed a bug where Stage and Steps in the Journey Timeline would show as Completed when the first Action within them was completed.
• We fixed a small bug where clicking Cancel after adding a Parallel Steps container failed to cancel the node.

Integrations & APIs

We launched our Hubspot Connector and you can read more about it here.

Reporting & Dashboards

• We added new date/time fields to our dashboards so now you can add a single fields on tables that show the date and time in one cell rather than needing separate fields for date and time. We will be rolling this update out to all existing dashboards.
• We are continuing with the migration to our new dashboards and expect the migration to be completed before the end of the year.

Admin & Settings

We fixed an issue where the team name wasn't appearing in the 'Route issue to Team' field on the Messenger configurator when first accessed.

Alan Finlay

a year ago11/1/2024

Updates & Bug Fixes

Release Date: November 2024:

CX Manager

• We added the ability to increase the vertical space on the email composer as well as to pop the composer out into its own window to provide more room to draft long emails.
• We fixed an issue that occured when a User tried to reset their password and typed in a password that did not meet the security requirements. The screen would previously show as an all white screen but now the proper fields and error messages appear on the screen allowing the user to complete the reset password process.
• For blank Locations that have no Location Name or other data on them, we now display ‘No Name’ in the Location list to make it easier to find and select these Locations.
• We fixed a bug where Quick Reply Tokens would populate the previous Customer Contact's information if a user changed the Contact on the Case and then added the Quick Reply Token without navigating away from the screen.
• We fixed an issue where selecting a Contact or Product from the View All list in the Customer Panel in the CX Manager screen would incorrectly show the Case Events rather than the selected Contact or Product details.
• We enhanced our user session management to automatically log a user out out of all active tabs when they log out of one CXME tab. Previously, users would sometimes get stuck in a ‘loading’ state on their additional tabs.
• We fixed an issue where logging into the same account a second time on a separate tab would incorrectly log the user out of both tabs. Now when a user logs in, all tabs that are on the login screen will also automatically log in.
• We fixed an issue where sometimes a user would need log into the application twice in order for it to load.

Knowledge

We fixed an issue where images would not always display when added to an Article.

Journeys

We are about to launch the new API and canvas builder for Journeys. We'll share a full release post on this soon!

Virtual Assistants

We improved the performance and resiliency of our Virtual Assistants. This applies to both the bot builder and training console as well as the customer-facing bots through Messenger.

Security

We added a security measure where Organizations can define approved domains for Users that are allowed to be added to their Organization. A user cannot be added if the domain in their email address does not match the Organization's approved domain list. This list can found and updated under Settings > Communications > Settings > Email Domains.

Alan Finlay

a year ago10/15/2024

Updates & Bug Fixes

Release Date: 10/15/24:

CX Manager

• We fixed a bug where sometimes navigating from a Case back to the Cases list screen would show the correct View but the Cases would not be properly filtered.
• We fixed an issue where the Case Resolution field on the Details panel would show as "Completed" when a Case was resolved as "Unresolved".

Virtual Assistants

We launched a beta version of our voice and chat generative AI agents. If you are interested in learning more or seeing a demo, please let us know.

Reporting & Dashboards

We fixed an issue where dashboards were not being updated on the expected timeline, leading to stale data.

Admin & Settings

• We fixed a bug that was preventing picklist values from being deleted from custom picklist fields.
• We fixed an issue where adding new picklist values to a custom picklist field would sometimes remove other values in the list.
• We fixed an issue where users sometimes saw a "Seems you hit a wall" error on the Layout screen within Settings.

Alan Finlay

a year ago9/4/2024

Updates & Bug Fixes

Release Date: September 2024

CX Manager

• We improved our connection to our communication servers with enhanced indicators during the (re)connection process and we added additional automatic retries if the connection is lost. This will help improve the overall stability of sending communications from CXME and will make it more clear when a connection is not strong and will alert the user to this issue.
• We fixed an issue where the screen was not fully updated when a user navigated to a new Location under a single Customer profile. Now when a user selects a new Location from the Customer screen, the Location details and the URL will be properly updated to reflect the new Location being shown.
• We fixed an issue where creating a new Customer within the Case creation flow would result in an error. Now when a user creates a new Customer via the Create New Customer button after selecting Create > Case from the global Create button, the new Customer is saved and the Customer and Location fields are displayed in column 1. The 4 sections of column 1 load and the Case Add view is displayed in column 2 with all fields on the Case layout.
• We fixed an issue where the Default Team was not being properly added to Team Associations when creating a new Location with no Team Associations selected.
• We improved the performance of loading lists of Teams within the application.

Integrations & APIs

We improved the performance of the Phone APIs.

Messenger (Web & SDK)

• We updated the generated embeddable code snippet in the Web Chat Channel to now integrate the Messenger app instead of the old Web Chat app. You can read about Messenger here.
• Web Chat instances that are added to Knowledge Libraries have been updated to the new Messenger product as well.

Admin & Settings

• We increased the number of of Tags that you can have in restricted lists by Category. Previously you could only have 6 Tags under each Category. Now you can add up to 20 Tags per Category.
• We updated the list of Alert Templates under Teams > Alert Templates to display the Alert Template Name instead of only displaying the Subject of the Alert Template. This will make it easier to identify the Alert Template you are looking for without needing to click into each one.

Alan Finlay

a year ago8/29/2024

Updates & Bug Fixes

Release Date: 08/29/24

CX Manager

• We fixed an issue where the scroll bar didn't work on the left folder navigation under Reports. You will now see a scroll bar when you have more folders than fit on a single screen.
• We fixed an issue where navigating to the Events timeline immediately after creating a Case could somtimes display a blank panel.
• We fixed an issue where sometimes a user sending an email could experience the message successfully being sent but not showing in the messaging panel.
• We fixed an issue where the browser tab title would sometimes display the wrong screen name. When a user navigated to a Case, the browser tab title would show the correct ID and name of the Case, but when the user went back to the Cases list, the broswer tab title would not update. The browser tab title will now properly update for the screen you are viewing.

Knowledge

We fixed a bug where Users were periodically being logged out without any notification. We also added a confirmation modal to let Users know they have been logged out instead of just taken directly back to the login screen.

Journeys

We fixed an issue where a Task Action would periodically not start on the Journey timeline due bad formatting of the Due Date.

Virtual Assistants

We improved the performance, intent matching, and predication capabiltiies of the Virtual Assistants.

Reporting & Dashboards

We fixed an issue in Reports where the Status filter would display a numerical number rather than the actual name (string) of hte status selected by the user.

Admin & Settings

We fixed an issue where Tags and Category dropdowns were not always populating when using them for conditional logic in Layouts.

Alan Finlay

a year ago7/29/2024

Updates & Bug Fixes

Release Date: 08/06/24:

CX Manager

• We improved the processing performance of our email IMAP integrations.
• We moved our core application to new load balancers to enhance performance and resiliancy.
• We fixed a bug that was causing the names on some dialog modals were being cut off.
• We fixed an issue where the list of files in the Case panel of the CX Manager screen did not properly scroll when the files went past the bottom of the screen.
• We fixed an issue where email history in certain email clients was displaying ‘Boomtown’ instead of the customer’s name when showing who wrote the previous emails.

Knowledge

• We fixed an issue where Articles were sometimes not rendering inside the Solutions panel on the CX Manager screen due to increased security restrictions. All Articles will now properly load in the Solutions panel.
• We fixed an alignment issue on the search results page in the extenral knowledge libraries.

Journeys

We launched our new journey builder that introduces a new canvas for more flexible and dynamic journeys. You can read the full release notes here.

Connectors

We released an updated Salesforce Managed Package with improved permission sets and improved load times. You can read the full release notes here.

Virtual Assistants

We improved the performance of training large virtual assistants.

Reporting & Dashboards

We fixed a bug where the value in the MID field in Reports was not showing for the latest Case on each Location.

Admin & Settings

We improved the load performance of the Teams page in settings as well as loading any object that relates to Teams (e.g. a Location or a Case).

Security

We improved security on hosted screens (such as forms) with enhanced content security policies.

Alan Finlay

2 years ago6/25/2024

Updates & Bug Fixes

Release Date: 06/25/24:

CX Manager

• We fixed an issue where opening a Case from the Chat Tile would sometimes display the Contact field on the Case Details screen as blank, even when a Contact was assigned to the Case. The Contact field will now always populate when opening a Case from a Chat Tile.
• We fixed an issue where a user creating a new Case using the global Create Case button from an existing Case would see the Case Details from the previous Case while selecting the Customer for the new Case. The Case panel will now be blank while going through the Create Case workflow.
• We fixed a bug where navigating from an open to a closed Case would periodically show the messages from the previous Case. Now when you access a Closed Case, no messages will show in the communications panel and the communications will be available in the Transcript files on the Case.
• We fixed an issue where users would paste a new Case link into the URL bar and press enter while currently on a different Case and the case screen would not update to the new Case. Now the user will be directed to the new Case after entering a case URL and pressing enter.
• We fixed an issue where the Events panel on a Case would periodically fail to load the events.
• We fixed an issue where users would periodically experience inconsistent loading of Case details and communications while navigating between multiple chats via the chat tiles.
• We fixed an issue where a user seraching for a Case Ref ID in the global search bar would see 'undefined' in the search results when they navigated to the Cases tab. Users will now see the correct matching case(s) when navigating to the Cases tab on global search results.
• We fixed an error where some users on Windows using version 126.x of Chrome would experience a fatal error when opening and creating Cases inside CXME.

Knowledge

• We fixed an issue where after bulk editing Knowledge Articles, the order of the list would change, but the order of the selected Articles would remain the same. Now after you bulk edit Articles, the selected Articles will remain the same. This will make it easier to make multiple bulk edits in a row to the same Article set.
• We fixed an issue in the Article Editor where using shift + arrow keys or ctrl + shift + arrow keys was not properly highlighting text.
• We fixed an issue in the Article Editor screen where a user was unable to press the left arrow key at the beginning of a line to go to the end of the line above it.

Settings

• We fixed an issue where after a user accessed Alert Templates in Settings and then navigated to My Profile, they ran into an error requiring a page refresh.

Alan Finlay

2 years ago6/3/2024

ADA WCAG 2.1 Compliance

Releasing June 2024

We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level, following the guidelines set forth by the Americans with Disabilities Act (ADA). This achievement signifies our commitment to providing an inclusive and accessible experience for all users, regardless of their abilities. This work applies to the Knowledge, Reports, Settings, and Messenger products.

What does this mean for you?

By achieving ADA WCAG 2.1 compliance, our product offers a variety of benefits for users with disabilities, including:

• Improved Color Contrast: Enhanced color contrast ensures text and graphics are clearly visible for users with low vision or color blindness.
• Enhanced Screen Reader Compatibility: Our product now seamlessly integrates with screen reader software, allowing users who are blind or visually impaired to navigate and interact with the content effectively.
• Optimized Keyboard Navigation: Full keyboard navigation allows users to access all features and functionalities without relying on a mouse. This is particularly helpful for individuals with motor impairments or who use assistive technologies.
• Clear and Concise Language: We've strived to use clear and concise language throughout the product, making it easier for users with cognitive disabilities to understand the information presented.

Benefits of ADA Compliance

Beyond its ethical importance, ADA compliance offers several advantages for your organization:

• Increased User Base: A more accessible product opens doors to a wider audience, potentially increasing your user base and customer satisfaction.
• Reduced Legal Risk:  WCAG compliance helps mitigate potential legal risks associated with accessibility lawsuits.
• Enhanced Brand Reputation:  Demonstrating a commitment to accessibility strengthens your brand image and positions you as a leader in inclusive design.

We believe that everyone deserves an equal opportunity to access and benefit from our product. This update reflects our ongoing dedication to creating a user-friendly and inclusive experience for all.

For any further questions regarding our ADA WACG 2.1 compliance, please don't hesitate to contact our support team.

Alan Finlay

2 years ago4/26/2024

Updates & Bug Fixes

Release Date: 05/16/2024:

Knowledge

This release enhances the accessibility of interactive elements across the Knowledge editor, ensuring consistent and clear announcements through screen readers. All checkboxes, toggle switches, buttons, input fields, and other controls now properly announce their names, roles, values, and available actions when focused. This includes elements like the Restore button on previously published versions, checkboxes in filter menus, title/subtitle fields, embedded article options, token insertion, thumbnail navigation in File Manager, and related article controls. Proper keyboard accessibility has also been implemented for previously inaccessible components. These improvements align with WCAG 2.0 guidelines for providing programmatically determinable information, allowing users to effectively understand and interact with on-screen elements through assistive technologies. The standardized announcements create a more inclusive and seamless experience for all users.

This release further enhances the accessibility of interactive elements throughout Knowledge Home by standardizing announcements for screen readers and other assistive technologies. Clear buttons in filters now convey their associated actions. The Page field at the bottom of the list is accessible via keyboard with proper announcements. On the Templates page, the clear button in the search bar, column headers, and row actions are all properly announced. When modals open, the auto-focused close button correctly states its purpose. The buttons within modals like Clone, Archive, and Delete are accurately labeled for clear communication. These improvements ensure users can effectively perceive the available interface components and interactions through auditory cues, aligning with WCAG 2.0 guidelines around providing programmatically determinable names, roles, and values. The consistent and descriptive announcements create a more inclusive experience across all user workflows.

This release standardizes the announcements for interactive form fields throughout Knowledge Home, improving accessibility for users of screen readers and other assistive technologies. Dropdowns like Libraries, Status, Visibility, Tags, Products, and Shared With now properly announce their label, role as a collapsed or expanded listbox, current selection state, and available operations like text editing or navigating options. This consistent pattern of "Label, Role, State, Operation" ensures fields are comprehensively conveyed, allowing users to easily identify and interact with them solely through audio cues. These enhancements align with WCAG 2.0 guidelines for providing programmatically determinable name, role, and value information, creating a more inclusive and seamless experience across all user interfaces.

This release introduces significant improvements to the accessibility of the tree element across Knowledge. Previously, these interactive components did not adhere to WCAG standards for keyboard operability and screen reader announcements. With this update, the tree elements in the Details tab and the Insert Article modal when editing an article now fully comply with the recommended keyboard navigation patterns and programmatic announcements. Users can seamlessly traverse the tree structures, expand/collapse nodes, and understand the current context through clear and consistent screen reader feedback.

This release resolves multiple accessibility issues identified across Knowledge when using the JAWS screen reader. Checkboxes throughout Knowledge are now operable via keyboard and announced correctly by JAWS. When visiting a page within Knowledge that contains a table with JAWS enabled, pressing "T" properly announces the table contents. Additionally, all main pages (Knowledge, Reports, Settings) now have an H1 header that is announced when pressing "H" with JAWS on, helping users identify their current context. Lastly, the sub-menu options accessed through the three-dot menu throughout Knowledge are fully keyboard accessible and announced accurately by JAWS.

This release introduces significant enhancements to the accessibility of modals across the Knowledge, Settings, and Reports areas of the application. Previously, screen readers did not provide any announcements when modals were opened, limiting the ability for users relying on assistive technologies to effectively navigate these interfaces. With this update, the focus is now properly set to the first interactive element within each modal, and the modal's title is clearly announced.

We fixed an accessibility bug with the "Discard Changes" modal in the Knowledge editor. Previously, when using a screen reader, the modal's contents were announced incorrectly, with the title, description, and buttons being repeated multiple times. With this fix, the screen reader will now properly announce the modal's title and description, followed by each button's accessible name individually. This ensures users relying on assistive technologies can clearly understand the purpose of the modal and interact with its controls in a logical, streamlined manner.

Journeys

Over the next few weeks we will be rolling out the new version of our Journeys product. This will include access to the Journey API Activity powered by the API Library as well as new backend engine with improved reliability at scale.

Messenger (Web & SDK)

We updated Messenger to be loaded from a CDN, improving the load performance of Messenger on websites and in applications.

Reporting & Dashboards

We improved the loading performance for the reporting tables that power the Customer and Case data in our dashboards. This will ensure the dashboard data is updated on a more timely and consistent cadence.

This release addresses accessibility issues across the Reports section of the application Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of Reports interface.

Admin & Settings

We improved the performance of loading the Teams page under Settings.

This release addresses accessibility issues across the Teams section in Settings by providing descriptive and unique labels for all interactive elements, ensuring compliance with WCAG 1.3.1 guidelines. Buttons such as "Add Team," "Search Filters," "Edit," "More Options," as well as various actions within team management modals like "Edit Team," "Add Hours," "Edit Additional Info," "Add User to Team," and "Add New User" now have clear labels that accurately convey their purpose. Additionally, the irrelevant tab label in the "Add New User" modal has been removed for clarity. These improvements create a more inclusive experience, enabling all users, including those using assistive technologies, to effectively navigate and interact with team-related settings and functionalities. The consistent labeling enhances the overall usability and comprehension of the Teams interface.

This release addresses accessibility issues on the My Profile page in Settings, ensuring compliance with WCAG 1.3.1 guidelines for providing descriptive and unique labels across interactive elements. Previously, buttons such as "Edit contact info," "Switch role," "Add to team," and others lacked proper labeling, hindering users' ability to understand their purpose and relationships. Additionally, the "Back" and "Save & Exit" buttons on subsequent screens suffered from the same issue. With this update, all buttons now have clear, descriptive labels that accurately convey their functionality. The styling of the "Back" and "Save" buttons has been updated to align with the visual treatment of similar Settings options, further enhancing consistency and usability. These improvements create a more inclusive and seamless experience for all users navigating and managing their profile settings.

This release enhances the accessibility of the Knowledge settings interface by providing descriptive labels for interactive elements, addressing violations of WCAG 1.3.1 guidelines. On the main Knowledge page, the action buttons and search filters now have associated aria-labels for clear identification. When editing a Knowledge library, all buttons within that interface are properly labeled. Additionally, the "Browse" button for custom branding options has received an appropriate aria-label. These improvements ensure that all users, including those relying on assistive technologies, can effectively perceive and interact with the various Knowledge settings and configurations. The consistent labeling creates a more inclusive and comprehensible experience throughout this critical area of the application.

Alan Finlay

2 years ago10/10/2023

Updates & Bug Fixes

Release Date: 10/30/23:

CX Manager

Performance

• We removed some component queries to improve the performance of the following actions when editing a Case: 1. Viewing the Events tab in column 2, 2. Viewing the Files tab in column 2, 3. Opening and deleting a file from the Files tab, and 4. Adding a Product using the + button in column 1.
• We removed some extraneous route calls to our old Cases product to improve the performance and load times of Cases.
• We removed unused stores from the Case edit screen to improve performance and load times when editing a Case.
• We improved the speed and reliability of chat tiles that appear in the top navigation bar of the application when a new chat is created. Chat tiles now appear up to 65% faster.
• We improved the overall view rendering logic of Cases to improve load times.
• We optimized the performance of saving a Case which will allow users to save cases faster. This will also increase the speed of starting new chats in Messenger and creating cases via the Phone APIs.

Bug Fixes

• We fixed a bug where the Open Case count in the Customer panel on the Case edit screen was incorrect. Any Cases with the following statuses will now be counted as Open Cases: New, Ready, Waiting, Scheduling (Work Order), Scheduled (Work Order), En Route (Work Order), and Job In Progress (Work Order).
• We fixed a bug where when you click on View All Cases in the Customer Panel on a Case, it was showing incorrect information. The Case counts at the top of the View All screen are now correct. The number of pages are correct and the pagination controls work as expected. Also, only Cases associated with the Location will appear in this list.
• We fixed a bug that prevented organizations from using custom Product picklist fields in Automations on Location updates. You can now use custom Product picklist fields as filters in Automations and properly select the product from the dropdown option.
• We fixed a bug where surveys that were automatically being sent for private label teams were not using the appropriate branding the same way they were when they got manually sent. Now, if a Team has the appropriate branding, is private labeled, and their organization has Auto-send Survey enabled, anytime a case that is sponsored by that team gets resolved, a survey is sent with the appropriate branding.

Journey Orchestration

• We launched a new Journey Analytics Dashboard, which provides significant new insights into customer experiences as they progress through a Journey. This includes high-level metrics, time spent in each activity, risk and churn prediction, journey improvements over time, and much more. You can read the full release notes here.
• We added Relative Due Dates to Tasks in Journeys. This allows teams to set due dates relative to when the Task gets created in order to better manage SLAs and keep journeys on track and progressing successfully.
• We removed the requirement of selecting an Automation when adding an Automation Activity to a Journey in the Journey builder screen. This will allow teams to build Journey outlines more quickly and come back to add the details later on. We have added an error reminder when the Journey is published if any Automation Activities are missing an Automation.

Tasks

We launched several enhancements to Tasks, including:

1. Task Templates - the ability to create and reuse templates of Tasks that can be applied to Cases to ensure consistency processes.
2. Task Relative Due Dates - the ability to set due dates relative to when a Task is created in addition to setting a specific date and time.
3. Tasks on My Work - we now show all Tasks assigned to you at the bottom of your My Work screen so you always know if a new Task gets assigned to you or your teams.
4. Task Analytics - we added robust analytics and new a Task Dashboard to bring more visibility and insights into Tasks, including ownership, due dates, and more.

You can read the full release notes on the Task updates here.

Knowledge

• We fixed a bug where users were not able to tab to accordions in certain Articles.
• We removed the "Shared with me" option in the new Insert Article modal found in the Knowledge Editor.

Virtual Assistants

When deploying a Virtual Assistant that has less accuracy than a previous revision, we now show a warning pop-up notification rather than an error. This allows users to continue with deployment and not get blocked.

Admin & Settings

We introduced a feature improvement for the "Issue Creation Email Forwarding Addresses" field which is found in "Settings > Communications Settings". Originally this field had a maximum number of characters set to 255 and it was behaving to spec. However, this 255 character limit significantly reduced the number of forwarding email addresses you could add to that field. The new maximum character limit is now 1023 so users can add more forwarding addresses.

Alan Finlay

2 years ago8/30/2023

Updates & Bug Fixes

Release Date: 09/14/23:

CX Manager

• We improved the UI when resolving a Case so the Select Survey dropdown and Send Survey button in a Case will be disabled if the Sponsor Team or the Owner Team of the Case have the 'Disable Customer Emails' flag turned on or if the Contact on the Case does not have an email address.
• We updated the logic on the Cases list screen to load new users to the Open Cases View instead of All Cases by default. The View you last accessed will continue to load as you navigate around CXME.
• We removed the Time Zone Mismatch modal that would appear if you logged in and your local computer time differed from the time zone in your profile.
• We updated the logic of our Ready and Waiting Statuses to only apply to Case Type = Support. We also Renamed the Remote Status to now be called Ready. This will enhance performance across the platform where status filters are used.
• We fixed a bug where creating a custom View in Cases that contained a custom field as one of the filters was causing a runtime error. You can also now export that custom view to Excel or switch between it and other views without receiving an error.
• We fixed a bug where fields added to the Location Block found in the Customer panel were not being displayed properly.
• We fixed a bug where if you resolve a Case as you create it and then reopen the Case, the edit button would disappear until you refresh the page. If you reopen a Case that you resolved upon creation, the edit button will now be immediately available.
• We fixed a bug where new Contacts were not being created if the Customer Contact fields were being filled out when creating a new Location from the Customer panel in a Case.
• We fixed a bug where updating custom Views that were grouped would display no or inaccurate results.
• We improved the load time of opening a Case from the My Work or a Case View. Cases now load 20% faster. We will continue to optimize slow-loading screens with each subsequent release.

Automations

• We fixed a bug where Automations with a Modify Data Action that updates the Tag field was not functional. Now you can update the Tag field on a Case through an Automation.
• We fixed a bug with the Send to Others function as part of the Send Email Alert Action in Automations. Previously, the recipient would receive multiple copies of the email, now they only receive a single copy of the selected email.

Knowledge

• We updated the Article editor to default to the To Do tab if there are any Comments added to an Article. Whenever you click on an Article from Knowledge Home, if that Article has at least one Comment added to it, the To Do tab will be selected by default instead of the Details tab.
• We updated the Discard Draft and Unsaved Changes modals in the Knowledge Editor for ADA compliance. Both will now be announced by a screen reader.
• We fixed a bug where tabs in articles were not working properly. They were showing the content of all tabs instead of the selected tab.
• We fixed a bug where there was a delay after clicking Submit when adding a comment that allowed you to click the Submit button more than once and create duplicate comments. The Cancel and Submit buttons will now be disabled after clicking the Submit button once to prevent duplicate comment additions.
• We fixed a bug in the new Insert Article modal where you would only receive results if the phrase you searched for matched exactly. We also moved the Embedded checkbox to the top of the modal to improve the UX workflow of the new modal.

APIs

Updated our OBO (On Behalf Of) Headers to allow Service Provider Organizations to access api/v3/schema/list endpoints for the Organizations that they provide services to.

Messenger

• We updated Messenger to retain the state and screen that the user is on as they navigate between various pages of a website or application that has Messenger embedded. This means that if the user is actively chatting, Messenger will remain open on the chat as they navigate through the site.
• We added functionality that remembers if a user closes the welcome pop-up message in their Messenger session. This will prevent the welcome pop-up message from showing on every page load during a session after a user has already closed out the pop-up message once.
• We fixed a bug that was preventing CSAT ratings (1-5 stars) added at the end of a chat session from being saved onto the Case.

Virtual Assistants

• We fixed a bug where manually changing the Contact on a Case during an active Chat session with a Virtual Assistant would cause the Virtual Assistant to say that the team was not available, even when the routing action was set to Always Route.
• We fixed a bug that was causing Training failures for phone and email entity types.

Reports

• We fixed a bug that was causing a Runtime Error when the filter “Created” with the operator “Is Before” or “Is after” was selected.
• We fixed a bug that prevented users from using custom picklist fields as filters on Reports.
• We fixed a bug that prevented the "In Last # Days" and "In Last # Months" operators from working on Report filters.
• We fixed a bug where the Forms Report export was not properly filtering the data based on the provided start and end dates.

Admin & Settings

We updated the verbiage from "Issues" to "Cases" in Settings > Roles & Permissions to be consistent with the platform-wide Cases concept.

Alan Finlay

3 years ago5/4/2023

Updates & Bug Fixes

Release Date: 05/18/23

CX Manager

Cases

• Updated the Daily Digest email content to be more useful and scannable
• Made several performance improvements related to setting Cases to Waiting and the corresponding events that display in the Case Event timeline
• Fixed a bug where an Event was missing on the Event timeline whenever a Case changed from Waiting to Ready
• Fix a bug where setting a Case to Waiting for a specific time duration did not always return that Case to Ready after the time was reached

Automations

• Fixed a bug in the Automation Engine where emails were not being sent to the specified emails in the "Send to Others" field on the Send Email action

Navigation

• Fixed an issue where the text in the main navigation selector dropdown on small screens was being cut off

Knowledge

We made several updates to the internal and external facing screens, focusing on ADA compliance.

• Accordions in an Article are now accessible and operable using your keyboard to comply with ADA regulations
• We updated the color and styling of the Chat Case Tiles to adhere to our new color scheme and for ADA compliance
• We updated the color and styling of the Phone Case Tile to adhere to our new color scheme and for ADA compliance
• We updated the colors of tags, chips, and badges to comply with ADA regulations
• We removed the duplicate search field from the bottom pagination bar on Article lists
• The search button on the External Knowledge home page is now right-aligned and focused after the input field in order to comply with ADA regulations
• We have added an ADA-compliant skip link to the header of External Knowledge Libraries that allows keyboard users to jump straight to the main content
• We made links that open in new tabs in Articles viewed in the External Knowledge Library ADA-compliant by adding an aria-label that announces the visible text in the link as well as "opens in a new window"
• We removed the announcement of the line separating the header from the rest of the page in the External Knowledge Library to comply with ADA regulations
• We removed the logo and search buttons in the header of the external library from being announced as a list to comply with ADA regulations
• We updated the banners pinned to the bottom of Articles when you were viewing an Internal Article or previewing a Draft in the External Knowledge Library. There are now alerts above the title of the Article that are ADA compliant.
• We updated the Logo in the External Knowledge Library header to be ADA compliant by addressing its structure and the way it is announced by screen readers
• We updated the structure of Article links when viewing a Label page in the External Knowledge Library to be ADA-compliant by removing the sub-title from the link text
• We updated the structure of subtitles and timestamps when viewing an Article in the External Knowledge Library to make them ADA-compliant by removing their heading designations
• We updated the way Sub-labels are announced when viewing a Label page in the External Knowledge Library to be ADA-compliant by only announcing them as a list when there are more than 1 displayed on the page
• We fixed a bug where Tags displayed on Article cards in Knowledge Home looked like they were clickable

Integrations & APIs

APIs

• Fixed a bug where the APIv3 Move Locations endpoint was not moving the custom fields for the location and contacts object.

Admin & Settings

• Fixed a bug where users we unable to add more than 32 teams to a Tag. Users can now add up to 50 teams.
• Fixed a bug where only default fields and ecosystem custom fields were showing in the Layout previews in Settings. Non-ecosystem custom fields will now also appear.

Alan Finlay

3 years ago4/7/2023

Updates & Bug Fixes

Release Date: 04/18/23:

Starting with this release, we shifted to monthly software releases. Here are the updates going live with this release:

CX Manager

• Fixed a bug where the phone screen pop icon was sometimes routing the User to an incorrect case
• Fixed a bug where Users were receiving an error message after editing and saving Form responses
• Reduced load times for screens containing Customer data

Knowledge

• We are excited to announce a new feature that allows users to restore Previously Published versions of Articles as editable Drafts. With this update, you can easily retrieve any version that you have published in the past and restore it as a Draft for further editing and/or publishing. If you already have a Draft version of the Article, you will receive a prompt letting you know that restoring the Previously Published version will delete your current Draft.
• We updated the way Insert Articles look in the new editor. If you insert an Article and do not choose to embed it, there will be a link to the Article that looks and behaves the same way inserting a link would. If you embed the Article, you will be able to see the entire embedded Article as if you were viewing it in the external Library.
• Added a Load More button to the Version Picklist when in the view state of an Article. This will improve overall load times by limiting the list to 25 versions.  If you have more than 25 versions of an Article, you can click on the Load More button at the bottom of the list to access the remaining versions. We also fixed a bug where the Published and Draft versions were not always listed at the top of the list.
• Added the ability to delete the entire Article to the more options menu when you are in the view or edit state of the Article
• Fixed a bug where inserting a file into an Article was not displaying the name of the file
• Fixed a bug where the Labels section while editing an Article would sometimes get stuck in a loading state. The issue was occurring due to Sub-labels not being deleted completely. We improved the behavior of deleting Labels and Sub-labels.
• Fixed a bug where Users were sometimes being logged out due to inactivity without receiving a notification
• Fixed a bug where archived Articles were appearing in the list of selectable Articles when inserting an Article

Virtual Assistants

We are excited to announce the launch of our Topic Modeling update to our Virtual Assistants, which will allow you to easily enhance and fine-tune how your Virtual Assistants respond to customer inquiries. We will share a full detailed post on topic modeling soon, but here is a preview of the new functionality:

• Added a default view page to review each individual cluster. This page will enable users to get relevant information/analytics on each of the phrases, select/ignore phrases, rename the cluster and map the cluster to relevant intents for training.
• Created a new page under "Clustering" section of Virtual Assistants to run the Topic Modeling flow which automatically creates the clusters with unhandled user responses for mapping them to VA Intents.
• Added a default view page to review all the created clusters under "Clustering" section of the VAs. The page will enable users to get relevant information, select/ignore phrases under each cluster and map the cluster to relevant intents for training.
• Integrated BERT Topic Model with our VA classification models to capture, classify and train any unhandled/unclassified user responses
• Added a static Ignored cluster which will collect all the user-ignored phrases. The following Ignored cluster can also be mapped to an Intent
• Added the capability to collect the user responses from Messenger instances as training data for the Topic Model
• Added Cluster Table Creation functionality where Topic Model will group the unhandled responses into relevant clusters and populate the tables with the generated cluster details
• Fixed an error, which sometimes prevented the Bots Activity table from successfully loading on the Analytics Dashboard

Connectors & APIs

• Fixed a bug where the customers/location/get endpoint on APIv3 was not returning the filtered location

Admin & Settings

• Fixed a bug where adding conditional logic to Custom Fields on Case and Location layouts was not working as expected. You should now be able to apply Show/Hide logic to Custom Fields based on one or more requirements.
• Fixed a bug where all of the text became distorted after creating a new Tag in Settings
• Fixed a bug where Users were allowed to update Tags with Teams that they were not on

ADA WCAG 2.1

We made several color and styling enhancements throughout the platform to continue on our path of becoming ADA WCAG 2.1 compliant. These color and styling updates were applied to input fields, switches, the main navigation menu and dropdown, text, and button borders.

Alan Finlay