<h1>Product Updates — What’s New in CX Genie</h1><p>CX Genie continues to enhance usability, visibility, and operational flexibility with a new set of improvements designed to help teams manage conversations, content, and permissions more efficiently.</p><p>Here’s what’s new in this release.</p><hr><h2>Chat &amp; Conversation Improvements</h2><h3>Closed Chat Filter</h3><p>You can now filter <strong>closed chats</strong> directly within the conversation list.<br>This makes it easier to review historical conversations without affecting active chat workflows.</p><h3>Bulk Close Chats</h3><p>Agents can now select and close multiple chats at once.<br>This significantly reduces manual effort when handling high conversation volumes.</p><h3>Chat Session ID in Chat Information Panel</h3><p>Each conversation now displays a <strong>Chat Session ID</strong> in the chat information panel, enabling:</p><p>Easier internal tracking</p><p>Faster troubleshooting</p><p>Clearer cross-team reference</p><hr><h2>Telegram UX Enhancements</h2><p>We’ve improved Telegram interactions to make conversations clearer and more reliable.</p><h3>Forwarded Message Visibility (Telegram Group Chats)</h3><p>Forwarded messages from Telegram group chats are now properly displayed inside CX Genie.<br>This preserves full conversation context and helps agents better understand message origins.</p><h3>Improved Image &amp; File Upload Handling</h3><p>Enhancements include:</p><p>More stable image and file uploads from Telegram</p><p>Better consistency between Telegram and Web Chat behavior</p><p>These updates ensure smoother cross-platform communication.</p><hr><h2>Support Center Enhancements</h2><h3>Table Content Support</h3><p>You can now upload and manage <strong>table-format content</strong> directly within the Support Center.<br>This makes it easier to structure information such as pricing tables, comparison charts, and structured references.</p><h3>Code Block Support in Editor</h3><p>The editor now supports <strong>code blocks</strong>, making it easier to document:</p><p>API instructions</p><p>Technical guides</p><p>Structured examples</p><p>This improvement is especially useful for technical documentation and developer-focused content.</p><hr><h2>Roles &amp; Permissions Improvements</h2><h3>Bulk Insert Agents</h3><p>Admins can now add multiple agents at once, reducing setup time for growing teams and improving onboarding efficiency.</p><h3>More Flexible Ticket Permissions</h3><p>Ticket permissions are now separated and configurable, enabling:</p><p>More granular role-based access control</p><p>Better alignment between team responsibilities and system access</p><hr><p>These updates reinforce CX Genie’s commitment to operational efficiency, flexibility, and seamless collaboration across channels.</p><p>If you have feedback or feature suggestions, we’d love to hear from you — your input helps shape our roadmap moving forward.</p>

NEW RELEASE VERSION 6.17

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<p>CX Genie introduces a powerful set of new features and improvements designed to help teams build faster, automate smarter, and manage conversations more effectively.</p><p>From a brand-new Form Builder experience to expanded channel automation and file support, this update focuses on flexibility, control, and productivity.</p><hr><h2>Smarter &amp; Safer Form Builder Experience</h2><h3>Drag &amp; Drop Form Builder</h3><p>Creating forms is now more intuitive than ever. Admins and authorized users can simply drag and drop field types — such as Text, Number, Dropdown, and more — directly onto the form canvas.</p><p>You can also configure <strong>dependent fields</strong>, allowing forms to dynamically adjust based on user selections. This makes data collection smarter and more structured.</p><h3>Duplicate Forms in One Click</h3><p>Need to reuse an existing form? You can now duplicate any form instantly and begin editing — without affecting the original version or its existing data.</p><h3>Safer Form Editing</h3><p>We’ve strengthened editing safeguards to ensure:</p><p>Only permitted users can modify forms</p><p>Customers filling out forms are not disrupted by updates</p><p>All submitted entries remain securely stored</p><p>This ensures operational safety while maintaining flexibility.</p><hr><h2>WhatsApp Workflow Integration</h2><p>Workflows can now be applied directly to WhatsApp conversations.</p><p>This enables consistent automation across channels, allowing your team to:</p><p>Trigger automated flows within WhatsApp</p><p>Maintain unified logic across platforms</p><p>Reduce manual handling and response time</p><hr><h2>PDF Upload Support Across Platforms</h2><p>You can now upload and utilize PDF files across:</p><p>Chat Widget</p><p>Chat Web</p><p>Help Desk</p><p>This allows teams to share structured documents, guides, or supporting files directly within conversations.</p><hr><h2>Telegram Group Chat – Forwarded Message Visibility</h2><p>Agents can now view forwarded messages from Telegram group chats inside the Helpdesk.</p><p>This enhancement ensures:</p><p>Full conversation visibility</p><p>Better context tracking</p><p>Clearer understanding of user messages</p>

NEW RELEASE VERSION 6.15 - 6.16

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<h1>AI x Support Center – Your AI Can Now Learn From Your Documents</h1><p>This week, CX Genie introduces a major enhancement to the AI Agent — enabling it to learn directly from your Support Center documents and deliver smarter, more accurate responses automatically.</p><h2>Turn Your Documentation into AI Intelligence</h2><p>With this update, your AI Agent can now leverage the content stored in your Support Center — including knowledge base articles, guides, and FAQs — to improve how it understands and answers customer questions.</p><p>Instead of maintaining separate training flows, your existing documentation now becomes a live knowledge source for your AI.</p><hr><h2>Smarter AI, Powered by Your Own Content</h2><p>By connecting AI Agent with your Support Center, you can:</p><p>Automatically train AI using your uploaded documents</p><p>Deliver faster and more accurate responses</p><p>Ensure answers stay aligned with official knowledge base content</p><p>Reduce repetitive inquiries handled by human agents</p><p>Provide 24/7 automated support with improved reliability</p><p>This integration strengthens answer consistency while significantly lowering support workload.</p><hr><h2>How It Works</h2><p>Upload or manage your documents inside the Support Center</p><p>Enable AI learning from Support Center content</p><p>AI Agent automatically retrieves and generates responses based on those materials</p><p>The system uses enhanced retrieval logic to ensure relevant and context-aware answers.</p><hr><h2>Documentation &amp; Setup Guide</h2><p>We’ve prepared a detailed step-by-step guide to help you activate and configure this feature.<br>🎥 Watch the overview video below for a quick walkthrough<br>&nbsp;</p><div class="raw-html-embed"><div style="padding:75% 0 0 0;position:relative;"><iframe src="https://player.vimeo.com/video/1163870578?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media; web-share" referrerpolicy="strict-origin-when-cross-origin" style="position:absolute;top:0;left:0;width:100%;height:100%;" title="copy_8D5F011D-D6B1-4419-9721-E08E95790E09"></iframe></div><script src="https://player.vimeo.com/api/player.js"></script></div><hr><p>CX Genie continues to enhance AI automation by making your existing knowledge work smarter — so your support team can focus on what matters most.</p><p>If you need assistance, feel free to contact our support team anytime. We’re always here to help.</p>

NEW RELEASE VERSION 6.14

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<p>CX Genie x Lark Integration – Seamless Team Collaboration</p><p>This week, CX Genie officially introduces a powerful new integration with <strong>Lark</strong>, enabling teams to manage conversations and automate support workflows directly within the Lark ecosystem.</p><h3>Expanding CX Genie Across Team Platforms</h3><p>CX Genie continues to expand its omnichannel capabilities to meet growing customer demand. With many users requesting bot support within Lark, we’re excited to make this integration officially available.</p><p>The new CX Genie x Lark integration allows businesses to deploy and manage their chatbot directly inside Lark, ensuring smoother internal collaboration and faster response handling.</p><hr><h2>What This Integration Enables</h2><p>With Lark integration, teams can:</p><p>Deploy CX Genie chatbot within Lark</p><p>Centralize team communication and customer interactions</p><p>Improve response speed through real-time collaboration</p><p>Maintain consistent automation across platforms</p><p>Streamline internal coordination for customer support workflows</p><p>This update strengthens CX Genie’s position as a flexible, multi-platform AI assistant built for modern teams.</p><hr><h2>Easy Setup &amp; Documentation</h2><p>We’ve prepared detailed step-by-step documentation to guide you through the integration process.</p><p>👉 Refer to <a href="https://documents.cxgenie.ai/integrations-and-connections/platform-integration/lark#id-1.-before-you-start">the official setup guide</a> for configuration instructions.<br>👉 Watch the overview video below for a quick walkthrough.</p><div class="raw-html-embed"><div style="padding:56.25% 0 0 0;position:relative;"><iframe src="https://player.vimeo.com/video/1163869269?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media; web-share" referrerpolicy="strict-origin-when-cross-origin" style="position:absolute;top:0;left:0;width:100%;height:100%;" title="11302"></iframe></div><script src="https://player.vimeo.com/api/player.js"></script></div><hr><p>CX Genie remains committed to expanding platform integrations and delivering seamless AI-powered support wherever your team works.</p>

NEW RELEASE VERSION 6.13

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<p>Version 6.12 introduces major improvements to CX Genie’s chatbot response engine, enhancing accuracy, consistency, and response speed through an upgraded learning and retrieval mechanism.</p><hr><h2>Smarter and More Reliable Bot Responses</h2><p>CX Genie is pleased to announce the release of <strong>Version 6.12</strong>, focused on optimizing chatbot response quality and overall user experience.</p><p>This update enhances how the bot learns from and retrieves knowledge, resulting in more accurate answers, faster responses, and a smoother conversation flow.</p><hr><h3>Upgraded Knowledge Learning &amp; Retrieval (RAG)</h3><p>Version 6.12 includes an upgraded <strong>Retrieval-Augmented Generation (RAG)</strong> approach that improves how the bot processes and understands your data.</p><p>With this enhancement, the bot can:</p><p>Deliver more <strong>consistent and reliable answers</strong></p><p>Reduce incorrect or off-topic responses</p><p>Better align replies with FAQs and knowledge base articles</p><p>Respond faster with less waiting time for users</p><p>Internal testing shows a significant improvement in response accuracy, reaching <strong>up to 90%</strong> in supported use cases.</p><hr><h3>Why It Matters</h3><p>Inconsistent or inaccurate chatbot responses can lead to user frustration and reduced trust. By improving the underlying learning and retrieval logic, Version 6.12 helps ensure that customers receive clearer, more accurate answers with minimal delay.</p><p>This allows teams to rely more confidently on automation while maintaining a high-quality support experience.</p><hr><h3>Conclusion</h3><p>Version 6.12 reinforces CX Genie’s commitment to delivering fast, accurate, and dependable AI-powered customer support. With improved response accuracy and optimized performance, businesses can provide smoother chatbot interactions and reduce unnecessary follow-ups.</p>

NEW RELEASE VERSION 6.12

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<h3>Version 6.11 introduces AI Email Auto-Reply, enabling automated first email responses to reduce manual workload and improve response speed and consistency.</h3><h2><br><strong>AI Email Auto-Reply Is Now Live</strong></h2><p>CX Genie is pleased to announce the release of <strong>AI Email Auto-Reply</strong>, a new feature designed to help teams handle email support more efficiently and consistently.</p><p>This release focuses on reducing manual work in email handling while ensuring faster response times for customers.</p><hr><h3><strong>AI Email Auto-Reply</strong></h3><p>AI Email Auto-Reply allows businesses to automatically send responses to incoming emails with minimal setup.</p><p>With this feature, CX Genie enables teams to:</p><p>Automatically respond to emails instantly</p><p>Reduce manual effort for first email replies</p><p>Improve response speed and consistency</p><p>Save time on repetitive email tasks</p><p>Unlike traditional AI email automation tools, this feature does not require API integration, prompt configuration, or extensive testing.</p><hr><h3><strong>Why It Matters</strong></h3><p>Email remains one of the most widely used customer support channels, yet it often requires significant manual effort. AI Email Auto-Reply helps teams streamline email workflows, allowing agents to focus on more complex and high-value customer interactions.</p><hr><h3><strong>Conclusion</strong></h3><p>AI Email Auto-Reply reflects CX Genie’s commitment to simplifying customer support operations through practical automation. By removing friction from email handling, teams can deliver faster and more reliable support experiences.</p>

NEW RELEASE VERSION 6.11

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<p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">CX Genie is excited to announce the release of Version 6.10, packed with new features that help businesses deliver faster and more consistent customer service. This update enhances automation, team efficiency, and transparency everything you need from a powerful customer support software platform.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>After Hours Messaging</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">After Hours Messaging allows you to automatically respond to customers even outside business hours.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Ticket Template v2.0</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Default template for Categories &amp; Tags: when creating a new category, a default template will be applied if no Ticket Template is set.&nbsp;&nbsp;</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Cleaner Ticket Information panel: agents can now view details in a more compact Collapsible panel.&nbsp;&nbsp;</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Synchronized ticket attributes: attributes are now consistently synced between both agent and customer views.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Escalation v1.0</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Escalate button available for both agents (action button) and customers.&nbsp;</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Dedicated Roles &amp; Permissions setting for more transparent management.&nbsp;</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Three agent actions: ability to approve, decline, or remove an escalated ticket.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Conclusion</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">CX Genie’s Version 6.10 continues our mission to make customer service smarter, simpler, and more effective. With automated After Hours Messaging, upgraded Ticket Templates, and a robust Escalation system, your team can deliver exceptional support experiences every time.</span></p>

NEW RELEASE VERSION 6.10

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<p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">In the digital-first era, businesses are constantly looking for smarter ways to engage customers without disrupting their journey. One effective approach is using<strong> advertisement</strong> features to seamlessly integrate promotions into ongoing conversations.&nbsp;</span></p><h2 style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Advertise Seamlessly Inside Conversations</strong></span></h2><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">With CX Genie’s Advertisement feature, you can display promotional messages or campaigns directly inside customer conversations. This helps you:&nbsp;</span></p><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">- Highlight new products, discounts, or special offers at the right time.&nbsp;</span></p><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">- Keep your brand visible without interrupting the chat experience.&nbsp;</span></p><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">- Easily manage, schedule, and track campaign performance.&nbsp;</span></p><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">- It’s a simple but powerful way to turn customer interactions into conversion opportunities.</span></p><h2 style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Conclusion</strong></span></h2><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Smart advertising is about timing, context, and personalization. By leveraging&nbsp;<strong>CX Genie’s advertisement feature</strong>, businesses can promote offers in a natural way, build stronger customer engagement, and boost conversions without disrupting the flow of conversation. It’s not just marketing, it’s a seamless extension of the customer experience.</span></p><p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">With&nbsp;</span><a href="https://gntk.pro/ix62IhK9"><span style="background-color:transparent;color:#1155cc;font-family:Arial,sans-serif;"><u>CX Genie</u></span></a><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">, your brand can stay visible, relevant, and persuasive right where the customer is most engaged.</span></p>

NEW RELEASE VERSION 6.9

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<p style="text-align:justify;"><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">In today’s fast-paced digital environment, businesses rely heavily on chatbot software and workflow automation to deliver seamless customer experiences. At CX Genie, we constantly upgrade our platform to help teams work faster, smarter, and more efficiently. Our latest product updates introduce powerful new features that enhance usability, improve customer support, and give businesses more flexibility in managing conversations.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Workflow Revamp</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">The Workflow just got a makeover of new colors, search bar, and better block management. Check the video below&nbsp;</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Chat Center Toggle Setting</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">You can now customize which tabs are shown in the Chat Widget: Home, Ticket, Chat, and Support Center by going Bot then go to General Information.&nbsp;</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Each tab can be configured individually, giving you more flexibility in managing conversations.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>New Views in Help Desk</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">We’ve added more options for creating and filtering views in Help Desk:&nbsp;</span></p><ul><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Status (conversation state)&nbsp;&nbsp;</span></li><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Assignee / Unassigned&nbsp;&nbsp;</span></li><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Tags&nbsp;&nbsp;</span></li><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Team&nbsp;&nbsp;</span></li><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Channel: Messenger, Instagram, WhatsApp, and more&nbsp;</span></li></ul><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">This makes it much easier to sort and track tickets.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>New APIs have been added for Bot Session &amp; Ticket Management, including:</strong></span></h2><ul><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Open/Close chat sessions.&nbsp;</span></li><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Trigger workflows within a session.&nbsp;</span></li><li><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Create, update, and get tickets.</span></li></ul><p>&nbsp;</p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Conclusion</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">These updates are designed to help your business unlock the full potential of workflow automation and chatbot software making customer support more efficient, personalized, and scalable. With smarter tools and greater flexibility,&nbsp;</span><a href="https://gntk.pro/ix62IhK9"><span style="background-color:transparent;color:#1155cc;font-family:Arial,sans-serif;"><u>CX Genie</u></span></a><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"> empowers teams to handle conversations seamlessly across multiple channels.</span></p>

NEW RELEASE VERSION 6.8

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<h1><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>NEW RELEASE VERSION 6.7</strong></span></h1><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">We’re excited to roll out a powerful new update that makes managing your Telegram conversations smoother, faster, and more efficient directly from CX Genie’s Help Desk.&nbsp;</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Discover the New Features in CX Genie</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Telegram continues to be one of the most popular messaging platforms in the world and now, CX Genie brings you a major upgrade that takes your Telegram support to the next level.</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Whether you're handling customer service, managing community messages, or automating support workflows, this update is designed to enhance your efficiency, reduce response times, and improve user experience. Let’s dive into what’s new.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Telegram Group Replies</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">You can now reply to member messages directly in group chats from your Help Desk</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Telegram File Sending</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">You are allow to send files such as images, video,...from CX Genie's Help Desk (up to 50 MB)</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Telegram Link Preview</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Any link from bot, user, or agent now shows a quick visual preview.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Mailbox Bulk Close</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Close multiple emails in one go. No more clicking one by one.</span></p><h2><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;"><strong>Conclusion</strong></span></h2><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">This Telegram upgrade is more than just a feature release, it’s a step forward in smarter, more streamlined customer support. With tools like group replies, file sharing, link previews, and bulk actions, CX Genie empowers your team to work faster and serve better.</span></p><p><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">Ready to take your Telegram support to the next level?</span><br><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">👉&nbsp;<strong>Log in to your&nbsp;</strong></span><a href="https://gntk.pro/ix62IhK9"><span style="background-color:transparent;color:#1155cc;font-family:Arial,sans-serif;"><u>CX Genie</u></span></a><span style="background-color:transparent;color:#000000;font-family:Arial,sans-serif;">&nbsp;<strong>account</strong> or book a demo today.</span></p>

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