AI Studio Terms Glossary

We just released a new feature that will enhance your experience with our AI Agents.

The AI Studio Terms Glossary is now available, allowing you to define internal terms and acronyms that your agents can reference.

This means your agents will have access to this information and can provide accurate definitions in their answers and summaries. This new feature is designed to improve communication and ensure clarity and accuracy in agent responses.

You can add terms to your glossary under AI Studio > Branding > Glossary > Add Term.

We hope you find this addition valuable and look forward to seeing how it enhances your use of our AI Agents.

Updates & Bug Fixes

Release Date: 07/09/26:

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.
• 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.

Security

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

AI Agent Tools

We are excited to announce the launch of a new suite of agent Tools designed to empower your agents with enhanced capabilities.

With these new tools, you can enable your copilot to take action on cases conversationally or equip your customer-facing agents with the ability to look up customer profiles, create cases, hand off tasks to various teams, and much more.

Here are some examples of the tools now available:

• Search your knowledge content with library and access controls and se the content for better agent responses.
• Create, update, resolve, or escalate a case.
• Set a case to waiting or ready status.
• Access communication data on the case to automatically populate case fields.
• Look up a customer location ID by MID and move the case to the identified location.
• Add or update a task on a Case with proper ownership and due dates.
• Search for historical case data for reference.
• Reassign a case to a new team.

To enable tools for your agents, go to AI Studio > Tools and approve tools from the list of Available Tools.

To learn more about using these tools, visit our help page at help.ovationcxm.com/ai-studio-agent-tools.

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.
• 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.

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.

General Updates

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

AI Agents Now Understand Files and URLs

Our Copilot and Article Writer AI Agents can now understand files and links provided to them as part of the context data.

This means you can upload files or copy and paste them into the composer, and when the AI Agent processes your question or request, it will also review any images or files that you provide.

A few examples include:

1. Give an agent an image of an system error.
2. Include a PDF of a customer contract and ask the agent to review the contract for specific terms.
3. Give an a URL of an external knowledge base article.