Release Notes - October 2025 - Auto-Case Summary, Account level Zoom Integration, Account Cohort Summary, Elevate Search UI and more

No tricks, just treats — our October update is here!

Chatbot SX

• Signal detection on Agentforce Chat conversation Beta 

Core SX

• Likely to escalate prediction workflow, with ML-driven factors and supportive information 

• Likely to escalate summarization and recommended actions PREMIUM Beta 

• Auto-Sync Agents and Accounts from CRM 

• Enriched My Customers page 

• Optimized Case Summary Experience — Now Faster & Smoother, powered by Auto Case Summarization PREMIUM Beta 

Assign

• Agent's availability indicator dots 

• Round Robin features enhancements

Assist

• More Precise Knowledge Search — Powered by Auto Case Summaries PREMIUM Beta 

Expand

• Account Cohort Summary Premium Beta 

• Richer Account Summaries with Issue Insights & Patterns — Powered by Auto-Case Summarization Premium Beta 

• Account level Voice Integrations with native Zoom and 8X8 Integration Beta 

Elevate

• Search page new UI

• Assignment creation with Core Signals

• Mark for Review within Core 

Thanks
The SupportLogic Team

• Signal detection on Agentforce Chat conversation Beta - When customers reach out to you via Agentforce chat to report an issue or to get a case update, the chat conversation & context is captured as AI-Agent chat interaction within the case in SupportLogic. ML signals are detected on the AI-Agent chat interactions as well, besides signal detection on rest of the comments in the case. This equips Support Engineers with customer signals & intent as the cases are handed over/escalated from an AI Agent to them. It also gives Support Managers a holistic view of the case enabling them to review signals across all customer interactions that occur in the context of the case irrespective of the channel. Furthermore, the case scores such as attention score, sentiment score and likely to escalate predictions are more accurate as they factor in signals across all customer conversations, including AI-Agent chat interactions.

• Optimized Case Summary Experience — Now Faster & Smoother, powered by Auto Case Summarization PREMIUM Beta - Users will have a more seamless experience when accessing Case Summary in new Support Hub and Case iFrame. Instead of summarizing a case on demand or on launch of a page, we will now be summarizing all cases in the background as they are ingested from CRM system into SupportLogic. The Summarization AI Agent will auto summarize all new cases in its entirety and if it's a case update, it will take into consideration the delta case update to enhance the case summary. Filters can be defined to identify which cases should be auto summarized vs. not.
  

• Likely to escalate workflow, with ML-driven factors and supportive information (Core Standard version)
  
  Important: Available exclusively on the New Support Hub page.

  • Likely to escalate prediction workflow enhanced with ML-driven top contributing factors that directly influence prediction results, along with richer insights for both agents and accounts.

  • Each factor and insight is supported by detailed context, such as related case lists, case owners/participants, and links to connected workflows and pages (e.g., Signals, Reviews, Score Review, Account Hub, Agent Insights).
    

  • The user can switch from the Top contributing factors to view additional details about Agents and Accounts through the corresponding drop-down menus.

    
    

• While reviewing the Likely to escalate prediction, the user can also:

  • Acknowledgment & Snooze: Users can now optionally provide a reason when acknowledging or snoozing a prediction, helping document the rationale behind the action.

  • Action Tracking: Visual indicators confirm when an action has been completed. Actions can be repeated if necessary.

  • Historical Insights: Users can access ML-driven contributing factors for all past LTE predictions. Each dataset is preserved as it was at the time of the prediction, ensuring clarity on what triggered it.

• Case Timeline improvements:

  • Added a timestamp showing when an LTE prediction ended.

  • Extended the “Case was predicted to escalate” entry to display if it was predicted multiple times (e.g., 2nd, 3rd prediction).
    

• Console Updates: A Start/Continue Review button has been added to all LTE case cards, providing direct access to the Likely to Escalate review.
  

• Likely to escalate summarization and recommended actions (Core Premium version)

• Important: Available exclusively on the New Support Hub page.

• Important: Available exclusively for the Premium version.

• Important: Require the SL support team to enable.

• Gen AI lead prediction summarization and recommended actions are available as part of the Premium version.

  • Summarization: Provides a comprehensive overview of factors contributing to the prediction, including:

    • Account details

    • Agent activity (assigned and escalated cases)

    • Case SLA breaches

    • LTE history

    • User feedback on escalation

    • Key case facts (age, assignment status, engineering issues, priority, last activity, detected signals)

  • Recommended Actions: Generated from the summarization to help agents address prediction concerns and prevent active escalation. Actions may include reviewing account health, contacting the customer, reviewing scores, contacting agents, or assigning/reassigning cases.

  • Agent Communication: Contacting an agent via recommended actions now supports premium features, including rich text formatting, hyperlinks, attachments, translation, draft generation, and tone adjustments.
    
    
    

• Auto-Sync Agents and Accounts from CRM

• Important: Require the SL support team to enable.

• Agents and accounts can now be automatically synced directly from CRM metadata, without relying on cases for data ingestion.

• Agents refer to both the agent users and the contact users.

• New agents and customers can be added and searchable before any cases are created or assigned to them.

• Support Managers can verify and manage assignment queue configurations and virtual teams/accounts by adding or removing agents and accounts, even if no cases are currently linked to those agents or accounts.

• The system now supports ingestion of accounts and agents that do not yet have existing cases.

• Available for all CRMs.
  
  

My Customers page updates

• Recent updates include:

  • Performance enhancements when expanding Virtual Teams/Orgs with a large number of accounts.

  • Estimated Support Cost now displays the total cost calculated from the number of cases within the selected time period.

  • Merged accounts are now available as a filter option when adding Favorite accounts.

• These come in addition to the previously released improvements:

  • Centralized date filters for consistent filtering across all columns, with quick options for the last 30, 60, 90, 180, and 360 days.

  • Expandable hierarchy view to display parent–child relationships up to two levels.

  • Flexible list organization: drag and drop accounts within the table or use traditional column sorting.

  • Sticky headers keep page and table headers visible as you scroll vertically.

  • Column management options to reorder or hide columns, with personalized settings saved per user.

  • Improved filters with search, clear-all functionality, and control over the display order of filter values.
    

Assign

• Agent's availability indicator dots

  • Availability indicators added to the agent avatars:

    • If the agent is Out of Office (OOO) - show a red dot

    • If the agent is Active (in its working/assignment/predicted hours) - show a green dot

    • If the agent is inactive (out of his working/assignment/predicted hours) - show a grey dot.

  • This functionality is added to the previously released extended agent tooltips with availability and shift details.

  • Feature Recap:

    • Tooltips show detailed agent availability, including shifts, OOO status with return times, and inactive hours.

    • Predicted active hours appear if no shifts are linked.

    • A “More” button links directly to the Agent Insights page for full details.
      

Round Robin features enhancements

• Enhancements:

  • Validation added to ensure mandatory fields and field members are selected when using Round Robin assignment for cases where all agents have reached capacity.

• Features Recap:

  • Round Robin fallback for priority cases:

    • Assignment queue setting allows high-importance cases to be assigned via Round Robin even when agents are at capacity.

    • Available under the “Agents Not Available” tab of queue settings.

    • Users can define which cases bypass capacity limits by selecting the field and target members.
      
      
      

  • Round robin framed by time

    • Round Robin can be configured on individual assignment queues for specific hours, enabling balanced assignments during peak times and ML-based assignments otherwise.

    • Users can set time zones and multiple active periods per day
      

• More Precise Knowledge Search — Powered by Auto Case Summaries  PREMIUM Beta - When all cases are auto summarized, including the historical cases, the knowledge search becomes more precise. The search is performed based on the problem determined from auto-case summary of the incoming/reported case. The Knowledge Agent leverages the auto-case summary generated for all cases including historical cases to find similar cases that have or had the same problem as the incoming/reported case. This results in higher search precision. 

• Account Cohort Summary PREMIUM Beta will empower Account Managers to pin point specific accounts they need to pay attention to, understand trends and insights across their most important account cohorts, and take action faster. Account Managers can create Virtual Accounts or Virtual Groups to group together Accounts that matter most to them (example: Top 10 Strategic Accounts) and get a Summary for it. The Account Cohort Summary has 4 sections:

  • Current Status focuses on all open cases and gives analytical information such as no. of open cases, escalated cases, high severity cases etc. It will also surface recent case activity and outlier cases.  

  • Watchlist Accounts surfaces 3 accounts that need attention and it is determined based on the case volume and type of case activity such as escalations, likely to escalate signals, negative & needs attention signals, severity level, etc.

  • Signals & Risk Indicators identifies key signals that need attention such as Frustration, Production Issue, Churn etc. from across cases across the group the accounts.

  • Overall Patterns & Trends determines trends in case volume, SLA, escalations, etc, and patterns in agent workload, underlying issues across cases, etc.
    

• Richer Account Summaries with Issue Insights & Patterns — Powered by Auto-Case Summarization PREMIUM Beta - Account Managers & Support Leaders can get quick insights about High Impact cases that need their attention and spot issue patterns across cases, helping them prioritize action where it counts. Since all cases are auto summarized in the background by the Summarization AI agent, they can 

  • get a case problem summary by hovering over a case from right within Account Summary

  • identify common/recurring problems across cases
    

• Account level Voice Integrations with native Zoom and 8X8 Integration Beta - We now detect signals in voice calls that occur between customer and customer success or account team, outside of Support! Besides case related data, you can now capture voice interactions occurring outside of the support context and tie it to your Account in SupportLogic. Account Managers can review not just the signals associated with support data but also the signals detected on the voice calls his/her team is having with the customer, thereby enabling them with a holistic Account view required to have the right renewal and expansion discussions. All the ML signals that are detected on a Case are also detected on the Voice Interactions. Out of the box, we support Account Level Voice integration with Zoom. Account Managers can view all the Voice Interactions from within the Account Hub and get insights on the Negative, Needs Attention, Commercial and other signals. They can group interactions by owner of the voice call, by signal type and by channel to get deeper insights.
  

• Search page new UI

The latest page to be redesigned - Search. With an enhanced UI, especially for the card view, there is a whole lot more than users can infer from within the Search page itself (users need not visit the case page for everything anymore). 

Here is a document that walks you through the newly designed Search page, so you can hit the ground running.
Stay tuned for more redesign related updates and further enhancements to come within the Search page itself! 

• Assignment creation with Core Signals

Were you looking a simpler way to make sure all of your Likely To Escalate and Escalated cases were being looked at by QA? You can now create assignments for Manual QA using the signals automatically detected by Core. 

Within the Filters section, there is a new field called Signals. This contains all of Core’s automatically detected Signals and when used, would create assignments specifically including or excluding these signals within the selected case.

• Mark for Review within Core

Help your QA team to never miss auditing a case of importance, or one that was escalated, ever again by simply marking the case for audit within Core, the moment you think it is needed. A case escalates → mark it for review. A case has a bunch of negative signals -> mark it for review.

Even if the case is still Open, you can mark the case for later review and your QA team will be able to audit the case whenever it closes, or reaches an auditable status.  

That’s all for now — we hope you enjoy the updates, avoid the bugs, and have a happy October!