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May 2026 Product Updates

Matilde Agostini
Updated

May 27th

Ask NiceAI 

  • Ask NiceAI Across More Pages: The Ask NiceAI prompt box is now available on additional pages across the platform.
  • User Context Awareness: Ask NiceAI now knows more about the currently logged-in user, enabling more personalized and relevant responses.
  • Brand Logo Awareness: Ask NiceAI can now access the account's logo file, allowing it to include branding in generated reports.
  • Citation UI/UX Improvements: The way Ask NiceAI displays citations in responses has been improved for clarity and readability.
  • Saved Reports: Saved Reports functionality is now available to all end users. Custom report configurations can be saved, named, and revisited.

General Improvements

  • Real-Time Google Review Sync: Google reviews now appear in AskNicely as soon as they are posted or updated via Google Business Profile real-time push notifications. The existing scheduled sync continues as a fallback. The real-time sync only works for customers with the Reputation Manager add-on. 
  • Themes V2 updates: 
    • Hierarchical Theme Suggestions: The emerging-themes flow now produces hierarchical themes. Ask NiceAI suggests parent themes alongside sub-themes.
    • User-Driven Theme Saving: Theme suggestions from Ask NiceAI are now saved through a user-controlled submit action. A pick-list is presented for review before anything is added to the account.
    • AI Themes Sentiment Analysis: Ask NiceAI now classifies customer responses against both parent and sub-themes, tagging each response with sentiment.
    • AI Emerging Themes: Ask NiceAI can now surface newly appearing and gradually growing themes from customer feedback using the Detect Emerging Themes button on the Themes page.
    • Themes Origin Icon: Themes now display an icon to indicate how they were created, making it easy to distinguish AI-generated themes from manually created ones.
  • May 2026 Native App Release: The monthly mobile app update is now live on iOS and Android.
  • Spotlight View enhancements: 
    • Custom Fields as Grouping Options: The Spotlight View can now be grouped by custom fields.
    • Search Bar Repositioned: The search bar has been relocated to the top and the left-column list capacity has been expanded.

Bug Fixes

  • Fixed Issue with Positive Reviews Appearing as Detractors: The detractor filter was incorrectly surfacing positive reviews.
  • Fixed Frontline Manager Dashboard Issue: Limited leaderboard values to one hundred lines per leaderboard (on the Home page) to avoid loading issues.
  • Fixed Spotlight View & AI Insights Ignoring User Permissions: Users with locked user filters were seeing feedback based on their user role filters on the Spotlight View and AI Insights. These views now respect user permission filters.
  • Fixed AI past-response sentiment logic: Dynamic Surveys were interpreting score changes incorrectly (e.g. "wonderful to hear your rating improved from an 8 to a 5"). Score change direction is now interpreted correctly.
  • Fixed "comment is empty" workflow rule misfiring: Workflow was triggering the "comment is empty" path on responses that had a comment present; this is now fixed. 
  • Re-added "Source" field to the Contact Page: The Source column is now visible again on the Contact list page, matching filters, and CSV export.

May 13th

Ask NiceAI

  • Progress Bar Enhancements: Updated the loading state with a single integrated progress bar that doubles as a stop control.
  • Ask NiceAI User Role Toggle: Admins can now enable or disable Ask NiceAI per user role from the User Roles page.
  • Chat Timestamps: Long or revisited chat sessions are now easier to navigate. Hovering a message reveals its timestamp.
  • Auto-scroll to the Latest Message: Reopening an existing Ask NiceAI session now jumps straight to the most recent message rather than the top of the conversation.

Reputation Manager

  • Review Site Logos: Reviews from sites other than Google now display the platform logo right next to the review, with the site name on hover.
  • Google Review History Thread: When a customer edits a Google review, AskNicely now shows the original review, every subsequent edit, and the matching responses together in a single thread, in the order they happened. An updated tag sits against the original review so context is never lost when a customer changes their mind.
  • Response Agent for Facebook: Response Agents that were previously Google-only now also work for Facebook reviews. The new review-site filter makes it possible to choose if to only apply auto-replies to Google or Facebook. These can be configured via the workflow page for customers with the NiceAI add-on.
  • AI Tone of Voice Powers NiceAI Suggested Replies: The AI Tone of Voice configured in account settings now drives suggested replies for reviews. Suggestions match the configured tone, and reply in the same language as the reviewer. This applies to both Response Agents and NiceAI Suggested Replies for individual responses and reviews. 
  • Map Providers to Google Listings: With Reputation Manager enabled, a User (for example, a hairdresser, dentist, or sales rep) can now be linked to the appropriate Google listing directly from the user modal.

General Improvements

  • Frontline Manager and Frontline Staff Filters: The Frontline Manager and Frontline Staff dashboards now support filtering by custom fields, using the same filter bar already familiar from the Responses page and Survey Report. Filters stay in sync across the product, and the Team Focus Areas and User Engagement components update based on the relevant date and metric filters.
  • Faster Dashboard Loads: The Microsoft Teams channel lookup has been optimized, resulting in quicker dashboard loading for accounts with Microsoft Teams enabled.
  • Home Page Date Improvements: On the Head Office dashboard, the date range displayed under the score now reflects the filter selected (rather than the previous comparison period).
  • Leaderboard Fields Configuration: Default Leaderboard drop-downs in User Roles now only show fields that are visible in the leaderboard configuration, matching the dashboard.
  • Shoutouts Modal - Frontline Report: Clicking a shoutout in the Frontline Report Shoutouts dashboard now reliably opens the response modal, fixing an issue where the modal occasionally failed to open.
  • Header Row CSV Importer: The CSV importer now accepts the header row number as a numeric input, rather than capping it at row 20 in a dropdown.

Bug Fixes

  • Apply Global Contact Rules Toggle: Fixed an issue where toggling Apply global contact rules off during an import and then returning to the configuration page used to flip the toggle back on. The setting now persists through the configuration steps as expected.
  • HubSpot OAuth Error: Fixed an edge case where an error during the HubSpot OAuth flow could create duplicate integration records, occasionally causing a 500 error on the configuration page and duplicate survey responses pushed to HubSpot.
  • SMS Top-up Billing: Fixed a small issue that could cause a top-up to be invoiced twice.
  • Survey Report cleanup: Legacy scorecard questions that were removed from the survey builder will no longer appear as empty components in the Survey Report. 
  • Workflows Stats Fix: Fixed an issue where we were not displaying the matching responses when users click “See who clicked links in this workflow”.
  • Testimonial Fix: Testimonials with a corrupted publish timestamp no longer display far-future dates ("Next century", etc.) on the testimonial. 
  • SES Email Bounces Fix: Bounced emails sent via Amazon SES now correctly mark contacts as bounced, restoring deliverability hygiene for SES-based sends.  
  • Survey Report Labels: The rating logic options on the Survey Report now match the labels configured on the templates.

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