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June 2026 Product Updates

Matilde Agostini
Updated

June 24th

AI Themes 2.0

  • Per-Theme Sentiment View: The Themes table now shows a Sentiment column for AI Themes 2.0 tenants, replacing the previous Score Breakdown view. 
    • Theme and sub-theme names are color-coded by their predominant sentiment across three sections: the Themes & Sub-themes table, the Recent Responses list, and the Replies modal. 
    • An info icon now appears next to the Sentiment column heading in the Themes table. Hovering shows the message: "Sentiment data is available for responses received on or after 12 March 2026." 
  • Long Theme Names No Longer Get Cut Off: Theme and sub-theme names that exceed the column width are now truncated with an ellipsis and a full-name tooltip on hover, matching the behavior of the legacy themes table.
  • AI Insights Now Uses Per-Theme Sentiment Data: The AI Insights report now incorporates theme_and_sentiment data when generating insights.

General Improvements

  • Insight Agent Suggestions - Smarter Targeting: Ask NiceAI now employs logic to identify if a conversation includes a recurring, monitorable question before presenting the "Save as Insights Agent" prompt. 
  • Areas of Improvement: The Areas of Improvement prompt on the frontline staff dashboard has been updated to only surface suggestions within the control of frontline staff. 
  • Zendesk Update Workflow Improvement: The Update Zendesk Ticket workflow now supports an editable note body with variable insertion. 
    Screenshot 2026-06-25 at 12.04.04 PM.png
  • Dashboard Date Picker Improvements: The date picker on the Head Office and Frontline Manager dashboards now supports direct year and month selection via a dropdown, removing the need to click through months one at a time to reach a prior year. 
  • Head Office Dashboard Case Management Component: A Case Management component has been added to the Head Office Dashboard, displaying open and overdue case counts and respecting user-locked filters.
  • Filter Bar Improvements: The filter bar on dashboards and the responses view now shows all available metrics in separate, clearly labeled options.
  • Dedicated Review Workflows: Workflows now have a separate "Review Workflows" tab alongside "Survey Workflows" in the workflow type modal. 
    • Four review-specific workflow types are available: Online Reviews Alerts, Online Review Slack, Online Reviews Teams, and Online Reviews Cases. 
    • Review workflows are fully isolated: reviews only trigger review-specific workflows, and survey responses never trigger review ones.
  • Workflow Rules Update: Workflow rules for rating_type and question_type now support an "IS NOT" option, allowing users to exclude a single value (e.g., exclude reviews) without having to build separate workflows for every other value. 
  • WhatsApp - Marketing Template Blocking and Notifications: The template status update now displays if the template was categorized as Utility or Marketing. Templates categorized as Marketing are blocked from sending (treated as not approved, falling back to email) and trigger a one-time email notification to the primary contact. A banner at the top of the WhatsApp settings page alerts admins when a template requires attention. Template categories are refreshed daily at 6 am in the tenant's timezone.
  • Contact Survey Send Count: Each contact now displays the total number of surveys sent to them, visible directly in the contacts list and the contact history view.
  • Review Links enhancements: More flexible review link configuration to improve how Review Requests and the Routing Agent work:
    • Flexible Review Sites for Locations: Users can now add review links for any review site. Sites like TrustPilot, ZocDoc, and others can be configured directly from the location edit screen. 
    • Locations and Users CSV Export Improvements: Location and User CSV downloads now include all configured review site links and a new read-only Google Integration Link column showing whether a location is linked to a Google listing.
    • Location CSV and Users Import Improvements: Users can bulk-upload review links for new sites using the review_ prefix, even for sites not yet configured in the UI.

 

Bug Fixes

  • ClubReady - Cancellation Date Logic Fix: A bug affecting ClubReady integrations has been resolved, where members who had canceled one agreement but started a new active one were incorrectly flagged as canceled. 
  • Slack Integration Auth Error: The Slack integration was producing authentication errors, preventing Slack notifications from being delivered. This is now fixed.
  • User Filter Values Could Not Be Removed: Fixed an issue where the visible data values in user filter settings could not be unchecked or removed when they had been originally added via the "Add New Data" method, leaving stale filter values locked in place.
  • Segment Label Not Editable: The leaderboard segment label was stuck on a specific value and could not be edited through the UI.

 

Integrations

Snowflake: Updated Snowflake integration to be a native Snowflake app in the App Store with three main areas: 

  • Connection setup
  • Contact List configuration
  • Sync management and visibility

FareHarbour Webhook Integration: A new App Store integration entry is available for FareHarbour. Customers can now retrieve a tenant-specific webhook URL to share with FareHarbour support.

Salesforce Integration - Security Controls Compliance: The Salesforce Connected App has been updated to meet Salesforce's mandatory AgentExchange security requirements.

Opt-Out Webhook Delivery: A new "Opt-Out Webhook" tile is available in the App Store, sitting alongside the existing survey-response webhook. Tenants can configure a webhook URL (with optional auth headers and custom field mapping for external_id) to receive near-real-time notifications when a contact unsubscribes from SMS or email survey communications. The webhook payload includes the event type, channel, source, and full contact details.

 

June 10th

Ask NiceAI

  • Saved Reports Re-run: When re-running a Saved Report that takes longer than expected, the UI now displays a persistent inline banner confirming the run is still in progress, rather than quietly reverting to the previously-viewed report. 
  • Session Search: A search bar is now available in the Ask NiceAI session sidebar.
  • Chat Timestamps Repositioned: The message timestamp has been moved from an inline tooltip to sit next to the thumbs up/down buttons.
  • Artifact Branding: Shared AI artifacts now display an AskNicely header on the public share page, clearly attributing the report to Ask NiceAI. A "Generated by Ask NiceAI" footer is included in the artifact body where suitable.
  • Export to PDF: The Export to PDF button on AI artifacts and Saved Reports is now available to all end users, not just AskNicely staff. PDF generation has also been significantly improved for speed and quality.
  • Public Share Links Now Expire: Shared links for AI artifacts and Saved Report runs will now expire after one year. The share modal displays the expiry date when sharing. 
  • Zendesk Ticket Lookup: Ask NiceAI can now look up Zendesk support tickets using the respondent's email without leaving the chat. 

AI Themes 2.0

  • Unified Themes UI with ✨ Provenance Icon: AI-generated themes and user-created themes are now displayed together in a single unified table, removing the previous two-section split. To preserve visibility into how a theme was created, themes originally suggested by Ask NiceAI carry a ✨ icon with the tooltip "NiceAI automatically added this theme." The icon disappears once a user renames or edits the theme.
  • Sub-themes: Themes now support a parent/sub-theme hierarchy. The Themes page renders collapsible parent rows with indented sub-themes beneath them, and the section heading has been updated to "Theme & Sub-themes." 
  • Sentiment View for Themes: For accounts on AI Themes 2.0, the "Response Score Breakdown" column on the Themes page has been replaced with a Sentiment indicator. Theme and sub-theme names are now color-coded by their predominant sentiment across the Themes table, the Recent Responses list, and the Replies modal. 
    image.png

General Improvements

  • Insight Agent: 
    • Thread Visible to All Email Recipients: The "View full insights" link in Insight Agent email notifications is now visible to all recipients of the report, not only the agent owner. Non-owner recipients can open and read the thread; the reply box is hidden for non-owners, with a note explaining the thread is read-only.
    • Assign or Change Agent Owner: Admins can now reassign the owner of an Insight Agent directly from the agent listing screen via a new ownership modal. 
    • Back Button Now Returns to Agent List: Previously, clicking back while viewing an Insight Agent's thread history would navigate through each previously accessed thread. Now, the back button always takes users back to the main agent list or setup screen.
  • Rich Text in Workflow Emails: The Workflow email message editor now supports rich text formatting, including bold, italic, bullet lists, numbered lists, text alignment, and hyperlinks. Pre-existing plaintext workflows are unchanged until edited.
  • Frontline Manager Dashboard - Cases Component: Clicking any case status label or count in the Cases component on the Frontline Manager dashboard now opens a context menu with quick links to filtered Responses or the Case Management Report. The date filters from the dashboard are carried across automatically.
  • Frontline Manager Dashboard - Responses: - board - Responses: The responses component on the Frontline Manager and Head Office Dashboards now uses a vertical, scrollable layout. The secondary left-side menu now collapses by default to accommodate the new vertical responses.
  • Improved User CSV Upload: User role filters and user-level filters are no longer combined in a single column. Each user-level filter now has its own column in the CSV, with the filter name as the column heading.
  • System Fields Hidden from Users: Internal system fields, including Latitude, Longitude, and all Workflow fields, are now hidden from users across Data Management, Leaderboards, Filters, Contacts, the Response Detailed View, and Response/Contact exports. Data is preserved in the backend; the fields are simply no longer surfaced in user-facing views.
  • Spotlight View - Focus Area Updates with Time Filter: The Spotlight View now dynamically updates the displayed focus area when users change the time filter, showing the focus area that was active during the selected period.
  • SMS Segment Counter in the Survey Builder: The SMS tab in the survey builder now includes a live segment counter, so users can see exactly how many SMS segments your message will use and what that means for billing.
  • HubSpot Integration - List Search & Alphabetical Sorting: The HubSpot list selector on the integration configuration page now supports alphabetical sorting and a search function.
     

Bug Fixes

  • Survey expiration fix: Surveys with a send delay (e.g., 30 days) had already expired. Expiration is now calculated from the actual delivery date.
  • Positive reviews detractors fix: Positive Google reviews were incorrectly appearing under the Detractors filter. Sentiment classification has been corrected.
  • Survey Report PDF page breaks fixed: PDF exports of the Survey Report were truncating text at page breaks and causing overlapping words. PDF generation now handles pagination cleanly.

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