a week ago7/9/2026

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

Security

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

Alan Finlay