2 months ago 5/7/2026

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 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
• Added a Calendly embedded app (full release post and documentation to come soon)
• 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 are rolling this out now so please let us know if you would like access to these dashboards.
• We added to 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

Alan Finlay

3 months ago 4/13/2026

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.
• Fixed an issue with outbound emails sometimes not appearing in the message history. We will continue to harden this specific flow.
• Improved the loading time and process for email history on Cases.

Knowledge

• Migrated all Knowledge Libraries from the default theme to the modern theme for bug fixing, performance improvements, and design updates.
• Fixed a bug related to accessing internal articles for non-content editors when the Article was restricted to certain Teams.

Journeys

• Fixed a bug where Tasks in multiple Parallel Steps would not all get properly created as the Journey progressed.
• Fixed a bug where Automation loading spinners on the Journey Timeline sometimes would not disappear when the automation completed.

Forms

• Fixed a bug where signatures were not properly saving and exporting on Form exports.

APIs

• Updated API/v3 to allow customers/location/put and customers/user/put APIs to accept requests without customer_id when id is provided. This will help integrations where a Location moves to a new Customer and the original Customer ID is no longer valid.
• Added SAML SSO integrations for the new CXME application along with improved SSO configuration workflows.
• Reduced the latency when redirecting a login after successful SSO login
• Improved the resiliency of our eventing system.

Data

• Fixed an issue where email transcripts were not always being included in AI-generated Case Summaries.

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.

Alan Finlay

5 months ago 1/22/2026

Release Date: 04/21/24:

CX Manager

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Note: The full content includes numerous release notes structured under different sections including CX Manager, Forms, API, Knowledge, Security, among others, along with appropriate fixes and updates. Each section contains a summary of improvements or bug fixes with related tasks effectively communicated. This content provides valuable insights for users about product changes over time.