# ovationcxm.com > AI-optimized mirror of ovationcxm.com containing 756 pages totalling 716,069 words of clean markdown content, structured data, and semantic HTML. Original source: https://ovationcxm.com. Last updated: 2026-07-18T07:15:13.292Z. Each page is available as HTML (with JSON-LD structured data) and Markdown (text-only, ideal for LLMs and RAG). ## Homepage - [Appv5 Knowledge](/content/help/index.html): OvationCXM Knowledge Base (79 words) - [OvationCXM - Product Updates](/content/changelog/index.html) (866 words) - [Customer journey orchestration that streamlines bank and payments CX](/content/site-root.html): Take friction out of customer onboarding and servicing journeys with OvationCXM's orchestration technology, designed for financial services. (535 words) ## Articles & Blog Posts - [Matching Inbound Emails and Phone Calls to Customer - Appv5 Knowledge](/content/help/matching-inbound-emails-and-phone-calls-to-customer.html): Inbound Communication Matching Overview To assist with the manual process of identifying a customer and associating an automatically created Case to the correct Customer, Location, and Contact in your OvationCXM instance, the system uses data from the inbound communication to match to the (521 words) - [How to Create a Case - Appv5 Knowledge](/content/help/how-to-create-a-case/index.html): You can create a Case in CXME from multiple places In CXME, a case is the central record used to track a customer experiences from start to resolution. Cases can be created in three different ways depending on your workflow and the context in which the interaction begins. This article walks (561 words) - [Resolving and Reopening Cases: Understanding Resolution Statuses - Appv5 Knowledge](/content/help/how-to-resolve-a-case/index.html): Learn how to resolve and reopen cases, and understand what each case resolution status means What It Means to Resolve a Case Resolving a case indicates that the case is complete and no further work is expected on it. To resolve a case, click the Set to Resolved button in the top right of the case (444 words) - [Setting a Case to Waiting - Appv5 Knowledge](/content/help/how-to-set-a-case-to-waiting/index.html): Learn how to use the Waiting status to pause cases until action is needed What Is the Waiting Status? The Waiting status indicates that no action can be taken on a case because you are waiting on something outside of your control. This could be a response from a customer, an update from an (383 words) - [How to Escalate and De-escalate a Case - Appv5 Knowledge](/content/help/how-to-escalate-and-de-escalate-a-case/index.html): Escalating a case is a good way to reassign a case while brining extra attention to it Escalating a case is a good way to flag cases that need extra attention while also re-assigning them across teams. It can also be helpful as a flag in reporting to see which cases are currently escalated and (335 words) - [Overview of Case Statuses - Appv5 Knowledge](/content/help/what-do-the-case-statuses-mean_/index.html): What each case statuses means and the lifecycle of a case Cases and Work Orders in CXME move through a series of statuses that reflect where they are in their lifecycle. Understanding these statuses helps users quickly assess what action, if any, is needed at a glance. Case Statuses Cases can be (469 words) - [Merging Cases in the Inbox and Location Screens - Appv5 Knowledge](/content/help/how-to-merge-cases/index.html): Learn three different methods to merge cases directly from the inbox and location screens There are three ways to merge cases in the platform. The method you choose depends on the context of the merge: - Inbox > Cases List — best for merging cases across multiple - Inbox > Case > Case (334 words) - [How to Add a File to a Case - Appv5 Knowledge](/content/help/how-to-add-a-file-to-a-case/index.html): Learn how to upload, view, download, and delete files attached to a case in OvationCXM. OvationCXM allows you to attach files directly to a case for easy reference and collaboration. Follow the steps below to upload, view, and manage files on a case. Uploading a File - Click the Actions button (195 words) - [Overview of Work Order Statuses - Appv5 Knowledge](/content/help/work-order-statuses/index.html): What each work order status means and the overall lifecycle of the work order Work Order Statuses Work Orders are field service dispatching jobs that work seamlessly alongside remote cases. Work Orders share many properties with Cases, but also include additional statuses that reflect the (217 words) - [Add Journey to a Case - Appv5 Knowledge](/content/help/add-journey-to-a-case/index.html): How to Add a Journey to a Case Journeys provide a structured framework of stages, steps, and actions that guide work on a case from start to finish. Adding a Journey to a case ensures that the appropriate workflow is applied and that all required actions are tracked consistently. Follow the (314 words) - [Change or Update the Location Associated With a Case - Appv5 Knowledge](/content/help/how-to-change-a-location-on-a-case/index.html): Learn how to modify or reassign the location linked to an existing case Every case is related to a Location, which is the primary entity that represents the customer. By ensuring all cases are linked to the correct location, you build a robust and insightful data set about that customer — (295 words) - [Configuring Copilot and Conversational Agents in AI Studio - Appv5 Knowledge](/content/help/how-to-configure-an-agent-in-ai-studio/index.html): Step-by-step guidance for setting up and customising Copilot and Conversational Agents within the AI Studio environment This article covers how to configure agents in AI Studio, with a focus on Conversational and Copilot agents. These two agent types are similar in all ways except for the (1,115 words) - [Assigning an Owner Team and Owner User to a Case - Appv5 Knowledge](/content/help/how-to-assign-a-team-and-user-to-a-case/index.html): Learn how to set and update the owner team and owner user responsible for managing a case. About Case Ownership Cases can be assigned to different Teams and Users to make sure they are organized and seen by the right people. Sometimes it may be necessary to change the Owner User of a Case if a (387 words) - [How to Manage Inbox Views - Appv5 Knowledge](/content/help/how-to-manage-inbox-views/index.html): Managing Inbox Views Inbox Views allow you to organize and filter your work so you and your team can focus on what matters most. Once views are created, you can control how they appear in your inbox by reordering, showing, hiding, editing, or deleting them as your needs change. To manage your (541 words) - [Add a Note to a Case - Appv5 Knowledge](/content/help/add-a-note-to-a-case/index.html): An overview of multiple ways to quickly add a note to a case Add a Note to a Case Notes allow you to record internal comments, updates, or observations directly on a case. There are two ways to add a note from the case inbox screen: using the inline note form in the middle of the screen, or using (255 words) - [AI Studio Overview - Appv5 Knowledge](/content/help/overview-of-ai-studio/index.html): Learn about the core building blocks of AI Studio, including agents, workflows, tools, and observability features AI Studio is the command center for building, testing, and deploying AI agents both internally and to customers. It is composed of several core modules, each designed to give your (554 words) - [AI Studio Observability Overview - Appv5 Knowledge](/content/help/ai-studio-observability-overview/index.html): Learn how to use Observability in AI Studio to review agent traces, monitor performance, and take action to continuously improve your agents What Is Observability in AI Studio? Transparency is critical when working with Large Language Models. The Observability screen uses the same underlying (707 words) - [Inbox Views: Oveview - Appv5 Knowledge](/content/help/about-inbox-views/index.html): What are Inbox Views and how best to use them? Overview of Inbox Views Inbox Views provide a powerful way to organize your work by allowing you to create, save, and share filtered perspectives of your case queue. Rather than manually re-applying the same filters each time you open your inbox, (568 words) - [AI Studio Workflows Overview - Appv5 Knowledge](/content/help/ai-studio-workflows-overview/index.html): Learn how to create, trigger, and deploy AI Studio Workflows to automate processes and integrate AI into your operations What Is a Workflow in AI Studio? Workflows are deterministic processes powered by an AI Agent. The steps in a workflow are always the same and always executed in the same (332 words) - [AI Agent Types in AI Studio - Appv5 Knowledge](/content/help/types-of-ai-agents-in-ai-studio/index.html): An overview of the four types of AI agents available in AI Studio and what each one is designed to do AI Studio supports four distinct types of AI agents, each designed to address a specific set of tasks and workflows. Understanding the purpose of each agent type will help you deploy the right (521 words) - [How to Add a Task to a Case - Appv5 Knowledge](/content/help/how-to-add-a-task-to-a-case/index.html): Step by step process for adding a Task to a Case Tasks can be added to a case in OvationCXM to help track action items and ensure work is completed on time. The following steps walk through how to create a task, configure its details, and view or complete tasks from within a case. Adding a Task (201 words) - [AI Studio Agent Tools: Overview, Usage, and Approval Process - Appv5 Knowledge](/content/help/ai-studio-agent-tools/index.html): Learn what Agent Tools are, how to use them, how to get them approved, and explore practical examples What Are Tools? Tools are how AI Agents take action. In general, tools are API calls that allow your agents to not only respond to questions, but also look up information, make updates, create (477 words) - [Export a Filtered Case View List to CSV - Appv5 Knowledge](/content/help/exporting-a-list-of-cases-to-excel/index.html): Learn how to export case view lists and export the results as a CSV file Working with case data in a spreadsheet can make analysis and reporting easier. You can export a list of cases from any filtered case view directly to a CSV file, which can then be opened in Excel or any other spreadsheet (221 words) - [What is OvationCXM? - Appv5 Knowledge](/content/help/what-is-ovationcxm_/index.html): An overview of OvationCXM's Customer Experience Management platform, core software modules, and 24/7 support services OvationCXM is a Customer Experience Management (CXM) platform built for banks, payment providers, and financial services organizations. Unlike a CRM, which primarily tracks sales (482 words) - [Cases - Appv5 Knowledge](/content/help/inbox/cases/index.html) (278 words) - [AI Studio Agent Evaluations Overview - Appv5 Knowledge](/content/help/ai-studio-agent-evaluations/index.html): Learn how AI Studio Agent Evaluations work, including datasets, experiments, and how to run them What Is an Evaluation? Agent evaluation is the process of testing and measuring how effectively an AI Agent can answer questions similar to what your internal users and customers will be asking. Think (289 words) - [AI Studio Models Section and Oversight - Appv5 Knowledge](/content/help/ai-studio-model-section-and-oversight/index.html): Learn how to manage approved models, monitor usage across your organization, and set monthly AI spend limits The Models section in AI Studio gives administrators full visibility and control over the AI models available within their organization. It is divided into three parts: Models, Model Usage, (265 words) - [How to Add an AI Agent to the CXME Platform - Appv5 Knowledge](/content/help/how-to-add-an-ai-agent-to-cxme/index.html): A step-by-step walkthrough for configuring and deploying an AI Agent within the CXME platform Overview To add an AI Agent to the CXME platform, you will need the View Agents and Add New Agents permissions. Steps to Add an AI Agent - Navigate to AI Studio on the main left navigation bar and (115 words) - [How to Configure Messenger Automatic Sign-In (SSO) - Appv5 Knowledge](/content/help/how-to-configure-messenger-automatic-sign-in-_sso_/index.html): Automatically identify your customers when they log into your application What is Automatic Sign-In in Messenger? When you use Messenger inside an application that has already authenticated your customer, you should not need to ask them for their email address again just to get help or start a (497 words) - [AI Studio Home Screen Overview - Appv5 Knowledge](/content/help/ai-studio-home-overview/index.html): High level dashboard insights into the AI usage across your organization The AI Studio home screen provides a high-level, organization-wide summary of all your active AI agents and use cases. Powered by real-time "trace data" generated during every LLM interaction, the dashboard offers (221 words) - [CXME Keyboard Shortcut Quick Reference Guide - Appv5 Knowledge](/content/help/cxme-keyboard-shortcut-quick-reference-guide/index.html): Quickly navigate and take action in CXME using only your keyboard The CXME application includes a set of keyboard shortcuts designed to help team members work more efficiently. By using these shortcuts, users can navigate the application, manage cases, and perform common actions without relying (304 words) - [Viewing Customer and Location Case History - Appv5 Knowledge](/content/help/inbox-views-overview/index.html): Learn two methods to access and review case history records for customers and locations Since every case is related to a specific location, you can quickly view the entire history of experiences a customer has had with your business. This is very helpful for understanding the full context of a (310 words) - [Inbox Home Screen Overview - Appv5 Knowledge](/content/help/inbox-homescreen/index.html): A guide to the Inbox Home Screen layout, features, and key functionality available to users. The Inbox Home Screen is the first screen you see when you log in. It provides a high-level summary of all the work items assigned to you and your teams, giving you an at-a-glance view of everything that (196 words) - [Locations - Appv5 Knowledge](/content/help/customers/locations/index.html) (43 words) - [Contacts - Appv5 Knowledge](/content/help/customers/contacts/index.html) (21 words) - [Tasks - Appv5 Knowledge](/content/help/inbox/tasks/index.html) (20 words) - [Knowledge - Appv5 Knowledge](/content/help/admin___settings/knowledge/index.html) (18 words) - [Timeline - Appv5 Knowledge](/content/help/journeys/timeline/index.html) (6 words) - [Release Notes 3/11/21 - OvationCXM - Product Updates](/content/changelog/release-notes-31121-3fcvcq/index.html): We are launching a number of new features with this release as well as updating core workflows and fixing bugs. Here's what's going live nex... (1,547 words) - [Launch of the New Article Editor - OvationCXM - Product Updates](/content/changelog/launch-of-the-new-article-editor-40xjt6/index.html): We have made a bunch of new and exciting updates to the way you edit an Article in Knowledge. We not only streamlined the user interface but... (1,001 words) - [Release Notes 7/15/2021 - OvationCXM - Product Updates](/content/changelog/release-notes-7152021-3cdje4/index.html): This release we are updating our URLs so all users will now log into our new interface. We are also launching an update to our SDK configura... (910 words) - [Official Launch of Bot Builder & Virtual Assistant - OvationCXM - Product Updates](/content/changelog/official-launch-of-bot-builder-virtual-assistant-3gq2ry.html): We are excited to announce the official release of the Boomtown Bot Builder, a new tool that allows anyone to build world-class, AI-powered ... (481 words) - [AI Studio Branding Overview - Appv5 Knowledge](/content/help/ai-studio-branding-overview/index.html): Learn how to configure your organization details and global brand voice to ensure consistent, personalized responses across all AI Studio agents The Branding section of AI Studio allows you to define information about your organization so that your agents can deliver more personalized, consistent (198 words) - [Release Notes 4/15/21 - OvationCXM - Product Updates](/content/changelog/release-notes-41521-3gljj6/index.html): We are launching a number of enhancements for our Support SDK with this release as well as strengthening core workflows, increasing performa... (924 words) - [Release Notes 6/17/2021 - OvationCXM - Product Updates](/content/changelog/release-notes-6172021-3dm8ak/index.html): With this release we are adding new features across Journeys, Knowledge, and Core Workflows as well as enhancing performance and stability t... (958 words) - [Visual Status Indicators Added to Outbound Chat Communications - OvationCXM - Product Updates](/content/changelog/visual-status-indicators-added-to-outbound-chat-communications-t8a9i.html): Release Date: 10/27/21 We've updated the UI within our communication panel on Cases to show additional visual indicators when a user sends a... (163 words) - [Release Notes 5/20/21 - OvationCXM - Product Updates](/content/changelog/release-notes-52021-3euwga/index.html): This sprint we added new features across Bots, Knowledge, and Communications as well enhancing performance and stability throughout the plat... (811 words) - [Salesforce Integration Enhancements - OvationCXM - Product Updates](/content/changelog/salesforce-integration-enhancements-3wxl2m/index.html): Here's a summary of the updates we have released to our Salesforce integration over the past 2 months. Version 1.6 was released to the AppEx... (803 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-and-bug-fixes-1tzezm/index.html): Release Date: 10/26/21 While we continue to work on a major platform performance enhancement and the launch of the Automation Engine, we wil... (250 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-and-bug-fixes-d5tss/index.html): Release Date 10/12/12 Fixed a bug where an error displayed when trying to run a filter on Cases with both a filter for Category and TagsFixe... (114 words) - [Views - Appv5 Knowledge](/content/help/inbox/views/index.html) (40 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2agoiq/index.html): Release Date: 12/02/21 With this release we are fixing a few bugs: Fixed a bug where embedded videos in Knowledge Articles did not always di... (91 words) - [Ensuring Your Knowledge Base is ADA WCAG 2.1 Compliant - Appv5 Knowledge](/content/help/knowledge-ada-best-practices-clone/index.html): A few tips and tricks to ensure you are meeting all the ADA compliance standards Boomtown's external knowledge base in its default configuration meets ADA requirements and is WCAG 2.1 AA compliant. Our software provides all the tools you need to achieve WCAG 2.1 AA compliance while giving your the (589 words) - [Journeys Launch - OvationCXM - Product Updates](/content/changelog/journeys-launch-jy7uq/index.html): We are excited to announce the launch of our new Journeys Product!  Journeys help you connect disparate interactions across teams and organi... (884 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2gut2g/index.html): Release Date: 10/06/22:  CX ManagerCommunicationsFixed a bug where circumflex accents were sometimes showing in the email threads in the Com... (989 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-gzpok/index.html): Release Date: 05/16/2024:  KnowledgeThis release enhances the accessibility of interactive elements across the Knowledge editor, ensuring co... (1,321 words) - [Release Notes 8/17/21 - OvationCXM - Product Updates](/content/changelog/release-notes-81721-ijkse/index.html): As a reminder, we recently updated our product delivery process and we will now be releasing new features, updates, and fixes every two week... (342 words) - [AI Studio - Appv5 Knowledge](/content/help/ai_studio/index.html) (256 words) - [Knowledge Library and Article Publishing Approval Workflows - Appv5 Knowledge](/content/help/knowledge-library-and-article-publishing-approval-workflows.html): Adding publishing approval workflows to your knowledge content creation process For organizations that want to create a separation of duties to ensure users that draft and edit knowledge content cannot also publish that content without a formal documented review, we have the Publisher Approval (420 words) - [Quick Access for Active Phone Call - OvationCXM - Product Updates](/content/changelog/quick-access-for-active-phone-call-17pbba/index.html): Release Date: 9/28/21 One of the most rigorous tasks for a user is to answer calls and then navigate to the respective Case for the active c... (139 words) - [Analytics for Virtual Assistants - OvationCXM - Product Updates](/content/changelog/analytics-for-virtual-assistants-4dejtq/index.html): Hello, OvationCXM world! We are happy to announce to you our Analytics Platform for Virtual Assistants. Now it is easier to understand and ... (559 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2ut5xs/index.html): Release Date: 09/01/22 CX ManagerCasesTag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizatio... (452 words) - [Data Center Migration - OvationCXM - Product Updates](/content/changelog/data-center-migration-3w7dfe/index.html): Migration Date: 11/16/24 We have scheduled an upcoming data center migration that will greatly enhance reliability and performance of our se... (448 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2l6su4/index.html): Release Date: 04/08/24:  CX ManagerCasesWe improved the performance of creating new Cases and editing existing Cases.This release improves t... (950 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2fq8wa/index.html): Release Date: 09/23/22:  With this release you will notice a small branding update when you log in. You can read more about the rebrand here... (456 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4bynxu/index.html): Release Date: 01/26/24 CX ManagerCasesWe launched Embedded Apps. You can now embed data from the third party system within CXME and access i... (883 words) - [Restrict Which Users Can Edit Specific Knowledge Libraries - OvationCXM - Product Updates](/content/changelog/restrict-which-users-can-edit-specific-knowledge-libraries-499tma.html): Release Date: 9/14/2021 You now have more flexibility to define which users can create, edit, and publish articles in specific Knowledge Lib... (102 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-and-bug-fixes-1cnbgc/index.html): Release Date: 9/28/21 Updated the Case Events Timeline to show the Form Completed Event when a Form is submitted from WebChat or Support SDK... (159 words) - [Updated and Improved Cases Screens - OvationCXM - Product Updates](/content/changelog/updated-and-improved-cases-screens-3bnl16/index.html): We are excited to announce the release of an updated and improved Cases screen which is focused around improving performance, stability, and... (485 words) - [Salesforce Package v2: Map any Salesforce object with our objects! - OvationCXM - Product Updates](/content/changelog/salesforce-package-v2-map-any-salesforce-object-with-our-objects-qu8y8.html): We're excited to announce the launch of Salesforce Package v2! With this new version, you'll have access to an array of brand-new features, ... (370 words) - [Bug Fixes - OvationCXM - Product Updates](/content/changelog/bug-fixes-t3mdg/index.html): Release Date: 9/14/21 We fixed three bugs: Fixed a bug where the Case Scheduled token was broken in Alert TemplatesFixed a periodic Out of M... (77 words) - [Security & Privacy - Appv5 Knowledge](/content/help/security___privacy/index.html) (43 words) - [OvationCXM Overview - Appv5 Knowledge](/content/help/ovationcxm_overview/index.html) (35 words) - [Training Flow for Unhandled Phrases on Virtual Assistants - OvationCXM - Product Updates](/content/changelog/training-flow-for-unhandled-phrases-on-virtual-assistants-1fjlw0.html): Hello, OvationCXM world!We are thrilled to announce the release of the Topic Modeling Flow for training unhandled responses in the OvationCX... (605 words) - [[Action Required] Sunsetting WebConnect on June 30, 2025 - OvationCXM - Product Updates](/content/changelog/action-required-sunsetting-webconnect-on-june-30-2025-2h2ihc.html): As part of our commitment to delivering the best possible chat experience, we will be sunsetting WebConnect on June 30, 2025 so all chat con... (375 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2sqb32/index.html): Release Date: 01/20/23 CX ManagerMade an update to automatically refresh the Case List View when clicking the back button from a Case Four P... (443 words) - [Inbox - Appv5 Knowledge](/content/help/inbox/index.html) (20 words) - [Messenger - Appv5 Knowledge](/content/help/messenger/index.html) (18 words) - [Updated and Improved Cases Screens - OvationCXM - Product Updates](/content/changelog/updated-and-improved-cases-screens-1ip6ta/index.html): We are excited to announce the beta release of an updated and improved Cases screen which is focused around improving performance, stability... (164 words) - [Customers - Appv5 Knowledge](/content/help/customers/index.html) (21 words) - [Analytics - Appv5 Knowledge](/content/help/analytics/index.html) (41 words) - [Apps & Integrations - Appv5 Knowledge](/content/help/apps___integrations/index.html) (43 words) - [Case Summarization (Powered by OvationCXM AI) - OvationCXM - Product Updates](/content/changelog/case-summarization-powered-by-ovationcxm-ai-4gz6lw/index.html): Today, we are proud to announce the launch of our new feature: Case Summarization (powered by OvationCXM AI). The Case Summary option will h... (471 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1wkkms/index.html): Release Date: 09/12/22: We released a small update with the following changes: Fixed a bug where a user refreshed a Customer screen and it r... (57 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4cs4my/index.html): Release Date: 09/14/23:  CX ManagerWe improved the UI when resolving a Case so the Select Survey dropdown and Send Survey button in a Case w... (967 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1olqno/index.html): Release Date: 07/13/23:  CX ManagerNavigationUpdated the main navigation dropdown menu for small screens so that if you are in a specific se... (591 words) - [New Knowledge Editor - OvationCXM - Product Updates](/content/changelog/new-knowledge-editor-46lgwk/index.html): We are excited to roll out the new Knowledge Editor which boasts a single-panel layout and offers a more streamlined user experience. To imp... (235 words) - [Global Search & Actions - Appv5 Knowledge](/content/help/global_search___actions/index.html) (44 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2dnr9c/index.html): Release Date: 08/02/22:  CX ManagerCommunicationsFixed a bug where emails sent from the platform would sometimes display  symbols in the e... (177 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3sxwuk/index.html): Release Date: February 2025: CX ManagerCase ManagementWe added the ability to control+click and command+click on 1) Cases in the Cases list ... (1,358 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-buhf6/index.html): Release Date: 08/19/02 CX ManagerCasesFixed a bug where duplicate events were showing on the Case events when a Case was escalated or de-esc... (220 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1wl0eq/index.html): Release Date: 10/30/23:  CX ManagerPerformanceWe removed some component queries to improve the performance of the following actions when edi... (833 words) - [Deprecation Notice: Upcoming Changes to OvationCXM APIs - OvationCXM - Product Updates](/content/changelog/deprecation-notice-upcoming-changes-to-ovationcxm-apis-24piia.html): As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, w... (353 words) - [Introducing the Jira Service Cloud Connector for OvationCXM - OvationCXM - Product Updates](/content/changelog/introducing-the-jira-service-cloud-connector-for-ovationcxm-1jobaq.html): We are excited to announce the latest addition to our OvationCXM platform - the Jira Service Cloud connector. This new feature aims to enhan... (268 words) - [Journey “Close Out” Feature - OvationCXM - Product Updates](/content/changelog/journey-close-out-feature-4ewko4/index.html): We are thrilled to announce the release of the 'Journey Close Out' feature, a significant enhancement to the customer Journey management cap... (273 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3skb7g/index.html): Release Date: 04/18/23:  Starting with this release, we shifted to monthly software releases. Here are the updates going live with this rele... (817 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4viap6/index.html): Release Date: 08/08/23  CX ManagerReduced the load time for the Customer panel in the 4-panel CX Management view (note that we will be rolli... (568 words) - [Bug Fixes - OvationCXM - Product Updates](/content/changelog/bug-fixes-3pinpa/index.html): Release Date: 07/19/22:  CX ManagerFixed a bug where some Cases in a Resolved Status were not moving to a Closed Status after 14 days.Fixed ... (49 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-17onp6/index.html): Release Date: 10/11/22:  UpdatesWe updated the Sort Order of Cases on My Work based on your feedback to make it easier to find the best Case... (207 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2iudd2/index.html): Release Date: 11/21/23  CX ManagerWe fixed a bug where editing a custom View in Cases was displaying the incorrect settings for which Teams ... (543 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-47bvms/index.html): Release Date: 10/25/22:  CX ManagerFixed a bug where uploading two files in a row on a Case without any existing files sometimes caused the ... (578 words) - [Bug Fixes - OvationCXM - Product Updates](/content/changelog/bug-fixes-1yuwa4/index.html): Release Date: 07/07/22 We fixed two issues that were impacting users: Peridocially the Case Events timeline would not load when opening a Ca... (53 words) - [Tasks Analytics - OvationCXM - Product Updates](/content/changelog/tasks-analytics-gthys/index.html): We're excited to announce the launch of our all-new Tasks Analytics, a powerful suite of analytics tools designed to transform the way organ... (365 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4iuawu/index.html): Release Date: 05/18/23 CX ManagerCasesUpdated the Daily Digest email content to be more useful and scannableMade several performance improve... (638 words) - [Support SDK Appearance Customization Update - OvationCXM - Product Updates](/content/changelog/support-sdk-appearance-customization-update-2jj1ii/index.html): Release Date: 9/14/21 More SDK customization options in the cloudPreviously, all appearance customization to the Support SDK screens had to ... (115 words) - [Sentiment Analysis on Virtual Assistants - OvationCXM - Product Updates](/content/changelog/sentiment-analysis-on-virtual-assistants-2dr9sg/index.html): Hello, OvationCXM world! We’re pleased to announce a new feature for OvationCXM Virtual Assistants: Sentiment Analysis! This new capability... (335 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4xtlam/index.html): Release Date: 2/10/23 CX ManagerCasesFixed an issue where the conditional logic on the Case Layout was not working when setting a field to s... (546 words) - [Introducing the NICE CXone Connector - OvationCXM - Product Updates](/content/changelog/introducing-the-nice-cxone-connector-2nspz2/index.html): We're excited to introduce the NICE CXone Connector, a new tool that allows businesses to integrate their NICE CXone with the OvationCXM cus... (141 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1c6d5u/index.html): Release Date: 11/22/22:  URL Update [Action Required]With this release, we are beginning to deprecate the app-new.goboomtown.com URL. All ... (455 words) - [OvationCXM API V3 for Service Provider Organizations - OvationCXM - Product Updates](/content/changelog/ovationcxm-api-v3-for-service-provider-organizations-rp7wy.html): We are excited to announce the latest update to our V3 API suite. This update will allow the service providers orgs to utilize a subset of A... (344 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-viygu/index.html): Release Date: 11/9/21 CX Manager Fixed a bug where custom fields with the Type = Date did not filter properly when using Case Filters and Vi... (261 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1qhchq/index.html): Release Date: 12/15/21 CX ManagerFixed a bug where Case Events related to custom fields being updated didn't show the custom field's name in... (255 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-b1sxs/index.html): Release Date: February 2024 CX ManagerWe fixed a bug where creating a Case from a Customer with 80+ locations would sometimes add the Case t... (424 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1zosno/index.html): Release Date: 11/08/22:  CX ManagerFixed an issue where the counts at the top of each section on My Work were periodically not accurate Kno... (118 words) - [Introducing Tasks on Cases - OvationCXM - Product Updates](/content/changelog/introducing-tasks-on-cases-26lj8s/index.html): Cases are a great way to keep track of ongoing issues, but sometimes you need a little more help getting things done. That's why we've added... (166 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1tzmro/index.html): Release Date: 12/12/23:  CX ManagerCasesWe updated the sort order of Cases when a user clicks the View All button on the Case section of the... (525 words) - [Data Center Migration for Hosted Files - OvationCXM - Product Updates](/content/changelog/data-center-migration-for-hosted-files-euupe/index.html): We successfully migrated our file hosting infrastructure to Google Cloud Platform (GCP). This upgrade will bring improvements to the perform... (118 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1ux21o/index.html): Release Date: 03/8/24:  CX ManagerCasesWe fixed a bug where the Categories field on a Case was not displaying any options after a Case was s... (507 words) - [Deprecation Notice: Transitioning from API v2 Suite in OvationCXM - OvationCXM - Product Updates](/content/changelog/deprecation-notice-transitioning-from-api-v2-suite-in-ovationcxm-ihkye.html): As part of our commitment to delivering a secure and efficient platform, we constantly review and update our offerings. With this in mind, w... (331 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4efa3s/index.html): Release Date: 03/07/23 CX ManagerEnhanced the performance of loading customer profiles, including the Customer panel of the Case screenFixed... (445 words) - [Thinkrelay.com Domain Deprecation - September 1, 2023 - OvationCXM - Product Updates](/content/changelog/thinkrelay-com-domain-deprecation-september-1-2023-4qrddk.html): [Action Required for users of api.thinkrelay.com] OvationCXM is in the process of sunsetting the thinkrelay.com domain in conjunction with o... (184 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-llcmy/index.html): Release Date: 06/15/23:  CX ManagerWe enhanced our application cache to improve overall load times.When a screen reader is focused on the ph... (647 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-11ahza/index.html): Release Date: 03/23/23  CX ManagerAdded a toggle to the IMAP email integrations to optionally ignore the auto-generated email headers and th... (356 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3vdubm/index.html): Release Date: 12/06/22:  CX ManagerFixed a bug where the Clone Case option on the Case Cards was not cloning the CaseFixed a bug where the D... (480 words) - [Journey Analytics Launch - OvationCXM - Product Updates](/content/changelog/journey-analytics-launch-1mvngk/index.html): IntroductionWe are thrilled to announce the launch of our all-new Journey Analytics feature. At OvationCXM, we understand the importance of ... (445 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1avgkm/index.html): Release Date: 12/20/22:  CX ManagerCasesFixed an issue in the new Cases screens where clicking the resolve button in panel 2 of the case did... (383 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2j7mdg/index.html): Release Date: 06/25/24:  CX ManagerWe fixed an issue where opening a Case from the Chat Tile would sometimes display the Contact field on th... (490 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4qwaas/index.html): Release Date: December 2024 CX ManagerCommunicationsWe added the ability to rename communication threads on Cases. This will allow you to mo... (747 words) - [ADA WCAG 2.1 Compliance - OvationCXM - Product Updates](/content/changelog/ada-wcag-2-1-compliance-2exihm.html): Releasing June 2024 We're excited to announce that our product is now fully compliant with the Web Content Accessibility Guidelines (WCAG) 2... (329 words) - [Journey Paths - OvationCXM - Product Updates](/content/changelog/journey-paths-iqefs/index.html): We're thrilled to announce the full public launch of Paths, our new feature designed to empower you to create dynamic, personalized customer... (437 words) - [Customer Journey Orchestration - New Journey Builder - OvationCXM - Product Updates](/content/changelog/customer-journey-orchestration-new-journey-builder-2i1zem.html): You can now create more dynamic, personalized Customer Journeys more easily with the release of our new Customer Journey Builder! This updat... (311 words) - [Tasks Enhancements and Updates - OvationCXM - Product Updates](/content/changelog/tasks-enhancements-and-updates-hcbhs/index.html): We are excited to announce the latest enhancements and features for the Tasks in OvationCXM. In this release, we've focused on improving tas... (251 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3ltcsm/index.html): Release Date: 08/06/24:  CX ManagerWe improved the processing performance of our email IMAP integrations.We moved our core application to ne... (288 words) - [Salesforce v2.5 Release Notes - OvationCXM - Product Updates](/content/changelog/salesforce-v2-5-release-notes-4nlyag.html): We are excited to announce the latest release of our OvationCXM Salesforce Application v2.5, packed with new features and improvements. We a... (199 words) - [Journey Parallel Actions - OvationCXM - Product Updates](/content/changelog/journey-parallel-actions-cdhmi/index.html): In addition to being able to execute multiple Steps at the same time as described in the Parallel Steps post, we have also added the ability... (354 words) - [Close Out a Journey Manually or Programmatically - OvationCXM - Product Updates](/content/changelog/close-out-a-journey-manually-or-programmatically-2a6eda.html): You now have the ability to manually or programmatically close out a Journey that did not successfully reach the end. Not every customer jou... (395 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3bbimy/index.html): Release Date: 08/29/24 CX ManagerWe fixed an issue where the scroll bar didn't work on the left folder navigation under Reports. You will no... (291 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1u1452/index.html): Release Date: September 2024  CX ManagerWe improved our connection to our communication servers with enhanced indicators during the (re)conn... (393 words) - [Journey Parallel Steps - OvationCXM - Product Updates](/content/changelog/journey-parallel-steps-27prae/index.html): The latest update in Journeys is the ability to execute Actions within multiple Steps at the same time. We call this Parallel Steps.  Histor... (252 words) - [Journey Selection Action - OvationCXM - Product Updates](/content/changelog/journey-selection-action-3pqmvc/index.html): We recently introduced the Selection Action to the lineup of Actions available within the Journey Builder.  What is the Selection Action?T... (210 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-lyltk/index.html): Release Date: March 2025:  CX ManagerWe updated date and time fields in Reports to always show in the timezone of the user that ran the repo... (631 words) - [Introducing the HubSpot Connector for OvationCXM - OvationCXM - Product Updates](/content/changelog/introducing-the-hubspot-connector-for-ovationcxm-3gfczk.html): We are thrilled to announce the newest addition to the OvationCXM platform – the HubSpot Connector! This powerful integration bridges the ga... (245 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-1bu2li/index.html): Release Date: 10/15/24:  CX ManagerWe fixed a bug where sometimes navigating from a Case back to the Cases list screen would show the correc... (170 words) - [New Journey API & Builder Canvas - OvationCXM - Product Updates](/content/changelog/new-journey-api-builder-canvas-28yfgu/index.html): Release Date: November 15, 2024 We are migrating organizations to a new drag-and-drop canvas for our Journey Builder along side of a new API... (215 words) - [Dashboard Migration - OvationCXM - Product Updates](/content/changelog/dashboard-migration-2bf2jq/index.html): We are in the process of updating our dashboards to a new cloud-hosted dashboard that will provide better performance and ultimately more fl... (106 words) - [Security Enhancements - OvationCXM - Product Updates](/content/changelog/security-enhancements-4mqmtg/index.html): Release Date: 01/16/24:  SecurityWe improved the account lockout functionality to prevent improper password resets as part of the flow.We mi... (170 words) - [Network Upgrade: Enhancing Our Infrastructure for Better Reliability - OvationCXM - Product Updates](/content/changelog/network-upgrade-enhancing-our-infrastructure-for-better-reliability-rxn44.html): We're excited to announce a significant upgrade to our infrastructure! We've successfully migrated to a new direct connection between our da... 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(926 words) - [Salesforce Package 1.10 - OvationCXM - Product Updates](/content/changelog/salesforce-package-1-10-1tgnqc.html): Release Date: 01/15/2022 In addition adding several new features and fixing bugs from version 1.9.1, we also completed some significant appl... (680 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3krsfo/index.html): Release Date: 04/29/22 CX ManagerCommunicationsFixed a bug where incorrect character symbols were sometimes displaying in emails coming fr... (691 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-26jg52/index.html): Release Date: 3/15/22 CX ManagerCommunications ImprovementsWe've updated the format of the Communication Transcript file that are created ... (429 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4je5uu/index.html): Release Date: 2/15/22 CX ManagerAdded a Files tab to Locations to allow users to see all files from Cases related to a Location. We've exclu... (402 words) - [Bot & Virtual Assistant Updates - OvationCXM - Product Updates](/content/changelog/bot-virtual-assistant-updates-1rpang/index.html): Release Date: TBD Following our recent launch of our Virtual Assistants, we have added a number of new updates to continue to improve the ov... (287 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2mdzcq/index.html): Release Date: 12/28/2021 Admin & SettingsAdded a new custom field type that is a User lookup field. This field will allow you to look up... (299 words) - [New Dashboards - OvationCXM - Product Updates](/content/changelog/new-dashboards-1dnj0a/index.html): Release Date: 3/1/22 We have been working to increase the flexibility of our reporting and data visualization capabilities in order to provi... (271 words) - [Salesforce Package 1.12 - OvationCXM - Product Updates](/content/changelog/salesforce-package-1-12-4gtyk0.html): Release Date: 04/25/2022 In addition to adding multiple new features and fixing bugs from version 1.11, we have also added multiple UI/UX up... (361 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4kjjwq/index.html): Release Date: 1/18/22 BotsBot Mapping - We simplified the process of mapping a Bot to a webchat or SDK channel. You can now select the bot f... (213 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2imeyi/index.html): Release Date: 3/1/22 CX ManagerFixed a bug where a new Case was not getting created when someone emailed into a Case that was already Closed... (252 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-3ydya0/index.html): Release Date: 07/05/22:  CX ManagerCommunicationsFixed a bug where emails sent from the platform would display  symbols in the email threa... (438 words) - [ADA Compliance: External Knowledge WCAG 2.1 - OvationCXM - Product Updates](/content/changelog/ada-compliance-external-knowledge-wcag-2-1-2pcklc.html): As our world becomes increasingly digital, it's important to ensure that all users and customers are able to easily navigate and use any sof... (145 words) - [OvationCXM - Product Updates](/content/changelog/date/2022/9/index.html) (5,812 words) - [OvationCXM - Product Updates](/content/changelog/date/2021/6/index.html) (4,200 words) - [Merge Case - OvationCXM - Product Updates](/content/changelog/merge-case-1lpoe4/index.html): Release Date: available on the new Cases screen that are being rolled out selectively  In our latest release, we added the ability for agent... (115 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-2ddpeg/index.html): Release Date: 05/10/22  CX ManagerFixed a bug where setting a Case to Waiting, Return to Team (and not Owner User), didn't reassign the case... (237 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-4nhiyk/index.html): Release Date: 06/21/22 KnowledgeFixed a bug that prevented Knowledge Editors from nesting lists in Articles upon indentingFixed a bug that p... (221 words) - [Automation Engine Launch - OvationCXM - Product Updates](/content/changelog/automation-engine-launch-2zsi64/index.html): We are excited to announce the beta release of Automation Engine! Automation Engine allows users to build out rules-based workflows to autom... (171 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-35l8gy/index.html): Release Date: 06/07/22  CX ManagerCommunicationsUpdated the email CC field on the Communication Panel of Cases to display the CC recipient’s... (242 words) - [Updates & Bug Fixes - OvationCXM - Product Updates](/content/changelog/updates-bug-fixes-pxkr6/index.html): Release Date: 05/24/22 CX ManagerCommunicationsFixed a bug where emailing into a closed case sometimes didn't create a new CaseFixed a bug w... (232 words) - [Bot Navigation & Component Linking - OvationCXM - Product Updates](/content/changelog/bot-navigation-component-linking-3lahc4/index.html): Release Date: 04/29/22 Our latest release will facilitate Bot Builder navigation via better component linking: Added a button on the Embedde... 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(216 words) - [Vivid POS and AEVI Webinar](/content/video/vivid-pos-and-aevi-webinar/index.html): Vivid POS and AEVI Webinar (98 words) - [Regulatory Compliance and Controls | OvationCXM](/content/blog-post-categories/regulatory-compliance-and-controls/index.html) (160 words) - [The State of CX in 2023: A Midyear Check-in with OvationCXM Founders](/content/blog/the-state-of-cx-in-2023-a-midyear-check-in-with-ovationcxm-founders.html) (2,157 words) - [How to Use Customer Experience to Drive Relationship Growth in Banking](/content/video/how-to-use-customer-experience-to-drive-relationship-growth.html): Vaneet Grewal, OvationCXM's global head of financial services and a long-time veteran of banking and software, shares his perspective on how customer service delivery can be an engine for driving relationship growth and deposits. 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AMP and Grubbrr](/content/video/boomtown-sales-webinar-ft-amp-and-grubbrr/index.html): Boomtown Sales Webinar ft. AMP and Grubbrr (87 words) - [January 2019 Poynt Sales Webinar](/content/video/january-2019-poynt-sales-webinar/index.html): New fatures, talech POS, Cash Discount (176 words) - [Boomtown Sales Webinar - Poynt gets acquired by GoDaddy, James Shepard from CCSalesPro](/content/video/boomtown-sales-webinar-poynt-godaddy-ccsalespro/index.html): Guiseppi speaks with Prashant and Angie from Poynt about the GoDaddy Acquisition and smooth transition for Poynt resellers. Guiseppi is also joined by James Shepard at CCSalesPro to talk about strategic sales strategies for 2021 using statement analysis software and pitching cash discount with better information. 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(407 words) ## Resources - [Full Page Index](/index.html): Browse all cached pages with rich metadata - [About This Cache](/content/about.html): Methodology, technical details, and usage guidelines - [XML Sitemap](/sitemap.xml): Machine-readable sitemap for crawler discovery - [Robots.txt](/robots.txt): Crawler directives