Product News

Expert annotations can now be edited, removed, and protected from accidental loss, and deleting a document finally means it's gone everywhere. This release also brings one place for every notification, self-organizing topics, and a faster path into the product for new customers.

✨ What's New

• Editable Expert Annotations – Annotations can now be edited or removed, with a confirmation step and the underlying document text cleanly restored, plus a dedicated viewer panel. Documents also show which files carry annotations, with a count and a filter to find them, and re-processing a file now warns you first, so expert knowledge is never accidentally lost.
• One Notification Inbox – A single feed and unread count now cover document processing, article publishing, knowledge scans, and gap assignments, so nothing sits scattered across the product waiting to be checked.
• Reliable Document Deletion – Deleting a document now removes it everywhere, including from every answer built on it, and deleting a large batch of documents at once now finishes in one go.
• Expert Workbench Rewrites – The expert workbench can now rewrite an answer directly, instead of only approving or rejecting it.
• Announcements to Customers – Send product announcements straight to your customers from the platform.

⚡ Improvements

• Faster Onboarding – Onboarding no longer waits on the initial knowledge scan to finish, so new customers get into the product faster and are simply notified when the scan completes.
• Topics That Organize Themselves – Topics can now split and merge as your knowledge base grows, with an hourly job keeping every organization's topics tidy automatically.
• More You Can Do from Chat – Annotate, open, and upload documents directly from a conversation, and share any answer by email. If it doesn't reach the recipient, you'll see a flag instead of assuming it went through.
• Knowledge Base Visual Refresh – Document thumbnails, a cleaner row layout, and a sort control make a large knowledge base faster to scan.

🐛 Fixes & Stability

• Invite Links – Fixed a bug where joining via an invite link could land someone in a brand-new organization instead of the one that invited them.
• Document Processing Resilience – Parsing timeouts now retry automatically and stalled jobs are reclaimed instead of failing.
• UX Tweaks – Announcements no longer repeat or get stuck open, the upload panel closes properly when you navigate away, and the "Top Questions" insight no longer reloads constantly.

You can now copy and paste screenshots directly into agent chat, saving you the hassle of saving files! Attached media stays neatly within the Q&A screen to keep your files list clean. Starting out is easier, too: new teams can enter their website URL on first login to populate content, then tag pages to deliver targeted answers to every customer.

✨ What's New

• Website Seeding at First Login – New organisations are asked for their website when they first sign in, so the knowledge base starts filling itself from published pages instead of waiting on the first manual upload.
• Tagging for Articles and Website Pages – Articles and web pages now carry tags like any other source, so an agent can be scoped to one section of your site rather than the whole knowledge base.
• Paste a Screenshot with Cmd+V – Screenshots paste straight into agent chat, so an error display or a section of a wiring diagram reaches the assistant without a detour through the file system.

⚡ Improvements

• Consistent Tagging Across Knowledge Types – Files, articles and website pages now handle tags the same way, so scoping an agent behaves predictably whatever the source it draws on.
• Cleaner Files List – Images and videos attached to Q&As stay on the Q&A screen instead of appearing in the Files list, so the list shows the documents your knowledge base is actually built from.

🐛 Fixes & Stability

• Members Panel – Fixed a bug that hid roughly one in five members from the Members panel, which had admins re-inviting colleagues who already had access. All memberships now display correctly.

Now you can point Chapter straight at your website to automatically pull in support articles, spec sheets, and linked PDFs with zero manual uploading needed! Answers link directly back to the live page, making it super simple for your team to verify sources in a single click.

Plus, Chapter captures pages exactly as visitors see them, including scroll-loaded content.

✨ What's New

• Websites as a Knowledge Source – Point Chapter at a site, select the pages you want, and they are ingested alongside your manuals, so published support articles and product pages become answerable without anyone re-uploading them as documents.
• Automatic Discovery of Linked Files – PDFs, manuals and spec sheets found on the pages you select are imported automatically, so the documents already published on your site arrive with them.
• Image Attachments for Every Customer – Photo upload in chat is now on for all tenants rather than a pilot group, so any technician can send a nameplate or error display instead of typing out a serial number.

⚡ Improvements

• Live Page Citations – Answers drawn from website content link directly to the page they came from, so verification is one click rather than a search of your own site.
• Faithful Page Capture – Pages are captured as a browser renders them, including content that only loads on scroll, so an imported page matches what a customer or installer actually sees.

🐛 Fixes & Stability

• Insights Conversation Rows – Fixed conversation rows not opening when clicked.
• Page Capture and Upload – Capture and upload now retry automatically, so one Save brings in the full selection instead of partially failing.
• Heavy Documents – Image resolution is now capped in the processing pipeline, preventing very large pages from exhausting memory and failing silently.

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Finding verified answers is easier than ever! Technicians can now upload a photo of a nameplate or error display directly in chat, skipping tedious serial number entry. New users get up and running quickly with guided setup and starter questions. Plus, our upgraded Answer Path view shows the exact source-to-page route so your team can verify advice in seconds.

✨ 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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You can now upload and sync spreadsheets, Word docs, CSVs, and images right alongside your manuals, with citations down to the exact page. We also updated the file browser with easier filtering and faster folder navigation. Best of all, smart folder syncing reconciles existing content without reprocessing it, saving you time and duplicate costs!

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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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