CX Platform: Release notes

Highlights

• BambooHR connector configuration is now available directly in the UI through a dedicated Configuration tab.

New Features

BambooHR Configuration tab for catalog attributes

BambooHR integrations now include a dedicated Configuration tab, following the same pattern used for Salesforce integrations.

Customer benefit: admins can manage BambooHR tenant-specific settings directly in the UI without editing JSON manually.

What changed

• BambooHR settings now use the tab structure: Basic, Authentication, Configuration, Schema, Jobs, and Test.

• The Basic tab continues to show the integration name and capabilities.

• The Configuration tab displays BambooHR catalog attributes with labels and descriptions from the integration catalog.

• Admins can configure supported fields such as approved status lists, vacation threshold settings, deleted status lists, and ignored time-off types.

• Enumeration and repeated string fields are supported, including multiple values for fields such as ignored time-off types.

• Saving configuration changes preserves existing integration attributes and updates only the edited catalog fields.

Highlights

• Better Copilot usability: the Ask experience is now easier to discover and use directly within the widget.

• Broader content-management coverage: publicly accessible Fluid Topics content, SkillJar content, and IFS Cloud KB article attachments are now better supported.

• Improved alert clarity: sentiment notifications now provide more actionable context behind score changes.

New Features

Sentiment alerts now include deeper drilldown context

Sentiment notifications have been enhanced to provide clearer context about why a score has decreased, including the underlying drivers that contributed to the change.

Customer benefit: teams can understand negative sentiment shifts faster and take action sooner without needing to manually investigate each case in detail.

What changed

• Alerts can now surface more detailed reasons behind a score drop.

• This may include contributing sentiment tags, phrases, or tone indicators that explain the decline.

• Users get more immediate context directly from the notification experience.

Ask is now more prominent in the Copilot widget

The Ask experience has been moved to a more visible position within the Copilot widget so users can enter questions more naturally while staying in context.

Customer benefit: this improves discoverability and encourages faster adoption by making it easier for agents to ask questions without leaving their current workflow.

What changed

• The Ask input is displayed directly below the widget section for easier access.

• The text box remains visible while users browse widget content such as intents, resolutions, insights, and comments.

• Selecting the Ask button places focus into the input so users can begin typing immediately.

Content-management integrations expanded for Fluid Topics, SkillJar, and KB attachments (CX)

Release 0.8 includes additional content-management capabilities across integrations and core services, covering publicly accessible Fluid Topics content, SkillJar connector support, and attachment retrieval for IFS Cloud KB articles.

Customer benefit: teams can bring more external and knowledge-base content into Loops workflows with less manual handling and better connector coverage.

What changed

• Added support for fetching publicly accessible Fluid Topics content that does not require users to sign in or provide additional authorization.

• Implemented SkillJar as a ContentManagement integration, including API configuration, authentication, content fetching, mapping, error handling, and test connection support.

• Added support for pulling Knowledge attachments for IFS Cloud KB articles.

Highlights

• Better transparency in Copilot experiences with broader AI disclaimer coverage

• Faster troubleshooting with direct execution lookup support

• Exploration of lightweight feedback options in Microsoft Teams conversations

New Features

Copilot

What changed: Expanded the AI disclaimer so it is shown consistently across all Copilot application tabs.

Benefit: Users get clearer guidance about AI-generated content wherever they interact with Copilot, improving transparency and consistency.

Executions

What changed: Added search support to help users find executions directly by execution identifier or ticket handle, instead of manually paging through execution history.

Benefit: Support teams and administrators can investigate specific runs much faster, especially in high-volume environments.

Workflow authoring

What changed: Added the ability to insert tasks between existing workflow steps, including before the first task, without rebuilding the rest of the sequence.

Benefit: Workflow designers can make changes more easily, reduce rework, and refine automation logic without disrupting the full flo

Testing experience

What changed: Improved the launch test user experience to make testing flows easier to start and use.

Benefit: Users can move through testing more smoothly with a clearer and more efficient experience.

API Task testing

What changed: Fixed an issue where resizing the browser window or opening developer tools could reset values entered during API Task testing.

Benefit: Test context is preserved more reliably, helping users avoid rework and making API task validation less frustrating.

Microsoft Teams integration

What changed: Explored options for adding like/dislike feedback buttons to Teams Adaptive Cards, including user experience, platform support, and backend event handling.

Benefit: This investigation lays the groundwork for simpler in-context feedback collection within Teams conversations.

Detailed Notes

Testing and troubleshooting enhancements

• Launch test UX: The testing flow has been improved to reduce friction when starting and running tests.

• API Task resize fix: Entered values are no longer unexpectedly lost during common resize events such as opening DevTools.

• Execution search: Users can reach a specific execution more directly using known identifiers.

User trust and feedback

• AI disclaimer coverage: Users now see the AI disclaimer consistently across Copilot tabs, helping set expectations wherever AI content appears.

• Teams feedback exploration: Work has been done to evaluate how quick thumbs up/down feedback could be captured in Teams-based interactions.

Highlights

We have introduced significant improvements to workspace management by adding UAT and Production workspace types.

This enhancement provides greater flexibility for customers to:

• Use UAT workspaces for testing, validation, monitoring, and connecting sandbox/UAT integrations.

• Use Production workspaces for production integrations and live data.

This approach helps keep data from different environments isolated, making it easier to manage, track, and monitor.

For existing customers, all current workspaces will be migrated as Production workspaces. A corresponding UAT workspace will also be created.

Known Behavior

The UAT environment must be configured with UAT/Sandbox integrations. If no UAT environment is set up, it will appear empty.

New features

Enhanced Breadcrumb Experience

The breadcrumb navigation has been enhanced to display the currently active workspace along with its workspace type (UAT or Production) on every page after login.

Change Workspace Using Breadcrumbs

You can now switch workspaces directly from the breadcrumb.

1

Click the Workspace Name

Click the workspace name displayed in the breadcrumb.

2

Select a Workspace

A modal window will open showing all available workspaces and their corresponding workspace types, click the Production or UAT tag for the workspace you want to access.

3

After selection, a loader will be displayed while the application:

• Switches to the selected workspace

• Refreshes workspace metadata

• Reloads relevant data and API responses

4

Once the process is complete, the breadcrumb will display the newly selected workspace and its type.

Switch between Production and UAT workspace through breadcrumbs

You can quickly switch between the UAT and Production versions of the same workspace directly from the breadcrumb.

1

Click the Workspace Type Badge

Click the UAT or Production badge displayed in the breadcrumb.

2

A confirmation pop-up will display

Click Yes to switch to other type of workspace or No to stay on the same workspace.

Note: Switching workspace types refreshes workspace metadata and related information in the background. A loader will be displayed until the process is completed.

Improved Change Workspace Page

The Change Workspace page has been redesigned to provide a better user experience.

The page now displays:

• All available workspaces

• UAT and Production workspace types

• Edit functionality

• Delete functionality

• Set Default Workspace option

• Add Workspace option

The currently active workspace is highlighted for easy identification.

Add or Delete Workspace

• To add a new workspace or delete an existing workspace, please contact the Loops Administrator.

Edit Workspace

• Workspace names are unique and cannot be modified after creation.

• Only the workspace description can be updated.

Set Default Workspace

The default workspace is highlighted in the workspace list.

To change the default workspace:

1. Locate the desired workspace.

2. Click the Star icon next to that workspace.

The selected workspace will become your default workspace.

Additional Breadcrumb Enhancements

• The breadcrumb now provides quick navigation to the home page of the currently active section.

• Simply click the active page title within the breadcrumb to return to its home page.