Product News

Getting to a verified answer shouldn't depend on typing skills in the field or a training session at the desk. This release removes friction at both ends of your service operations.

Technicians can now attach a photo of a nameplate, error display or wiring diagram directly in chat, instead of typing a 16-digit serial number to reach the right manual page. New agents and installers get guided setup with starter questions and a first verified answer in minutes, not a 1-on-1 call.

We've also upgraded the Answer Path view to show the exact route from source to page citation, so your team can verify advice before acting on it.

✨ What's New

• Image Upload in Chat – You can now attach a photo directly to a conversation, so a technician can send the nameplate, error display or wiring instead of typing out a part number they can't read.
• Expert Annotations – Subject matter experts can now annotate key content inside a document, so the note from the person who knows the equipment sits with the source instead of in someone's inbox.
• Suggested Starter Questions – The empty chat now suggests questions drawn from expert-verified answers, so a first-time user sees what the assistant can answer for your products rather than guessing at a blank box.
• Onboarding Checklist – New users are walked through setup step by step, so a new support lead can connect a source and reach a first verified answer without a call.
• Add to Home Screen (iOS) – A step-by-step video walkthrough for saving Chapter to the iOS home screen, so field engineers open it like an app on site instead of digging for a bookmark.

⚡ Improvements

• Answer Path View – The view showing how the AI found an answer now has clearer citations and a clickable path through each step, so you can check the route to a source, not only the source itself.
• Citations in the Embedded Widget – Citation bulbs in the website widget now open the correct source document directly, so an installer on your portal can verify a page without leaving it.
• File Status in the Knowledge Base – Files now show explicitly when they are disabled or being deleted, so you can tell at a glance why a document has stopped appearing in answers.
• PDF Requests – Asking the assistant to send a document now points straight to the citation link, so the file is one click away instead of a request that goes nowhere.
• Transactional Emails – Invites and notifications now use one consistent template, so an invite landing in an installer's inbox is recognisably from you.

🐛 Fixes & Stability

• Chunk-to-Source Matching – Corrected the document-processing pipeline so chunk embeddings stay tied to their source content, keeping page citations pointed at the passage the answer actually came from.
• Team Invites – Fixed a bug where accepting an invite could attach the user to the wrong account.
• Knowledge Base File List – Fixed the file list occasionally rendering blank.
• File Actions Menu – Fixed a sizing issue that clipped options in the menu.
• Handover Messages – Handover no longer pulls in untracked users, so tickets are raised against the right contacts.
• File Deletion & Sync – Deleted-file cleanup now runs in batches and no longer competes with active ingestion. Race conditions in cleanup and rollback ordering are fixed and legacy sync paths retired, for more predictable syncs on large document sets.

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Your product knowledge doesn't only live in PDFs. It sits in the spare-parts spreadsheet, the bulletin nobody converted out of Word, the diagram saved as an image. This release brings it into the same verified layer as your manuals.

Spreadsheets, CSVs, Word documents and images can now be uploaded or synced, cited to file and page like any manual—so the error-code table your team reads off a shared drive becomes an answerable source.

We've also rebuilt the file browser: filter by file type, jump from a search hit to its folder, and see the file count before a resync runs. Change your folder selection and Chapter reconciles against what's already ingested instead of rebuilding, so you don't pay to process the same manuals twice.

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✨ What's New

• Spreadsheets, Word Documents and Images as Sources – Docx, images, spreadsheets and CSVs can now be uploaded manually or picked up in an integration sync, and they appear in the ontology sources view alongside PDFs and video, so the parts list or error-code table that lives in Excel becomes answerable instead of sitting outside the knowledge base.
• File-Type Filter at Sync Time – You can now choose which file types come across when you sync a folder, so connecting a shared drive doesn't drag in every CAD export and image alongside the manuals.
• Ingestion Paused States – Files held back by a credit or file limit now carry an explicit paused state, with a banner in the app and a block on article publishing, so you learn that ingestion has stopped from the product rather than from a missing answer.

⚡ Improvements

• File Browser Overhaul – Expand and collapse whole trees, select folders and subfolders with undo, click a search hit to jump to its folder path with breadcrumbs (including Google Drive), and see file-type information per item, so scoping a sync across a large SharePoint structure is a few clicks rather than a scroll.
• Reselection Reconciles Instead of Rebuilding – Changing your folder selection now reconciles against what's already ingested rather than starting over, and duplicate files repoint safely, so re-scoping a sync doesn't reprocess documents you have already paid to ingest.
• Integration-Wide Sync Now – One action refreshes every connected folder in an integration, so a batch of updated service bulletins goes live without visiting each folder in turn.
• Resync Confirmation with File Counts – Before a resync runs, you see how many files it will affect, so there are no surprises in the credit ledger afterwards.
• Mobile Chat – Full-width answers, scrollable tables, a fixed header, and source images that no longer shift while an answer streams, so a technician checking a specification table on a phone can actually read it.
• Insights Feedback Detail – Thumbs-down feedback text is now visible next to the rating, and expanded Q&A is de-duplicated, so you can see why an answer was marked unhelpful instead of only that it was.

🐛 Fixes & Stability

• Source Viewer – Image, docx and spreadsheet sources no longer return a 404 when opened from a citation.
• Queued on Arrival – Uploaded and synced files now enter a queued state and are admitted for processing automatically, so the status shown in the knowledge base reflects where a file actually is.
• Duplicate Files – Files now carry a fingerprint at ingestion, the basis for recognising the same document when it arrives from more than one connected source.

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