Release notes

Records Labs ships continuously. This page collects the changes you can see, grouped by month. Fixes that only affect internal operations are left out.

October 2026

Getting help

Help and support is a new life-buoy button at the bottom of the sidebar (or press ? when you are not typing). It gathers the docs, Chat with support, My requests, Submit a request, email, system status, and troubleshooting. See How to reach support. In the Help Desk inbox's Split view, ? still opens the inbox shortcut cheat sheet.
A blocked website's alert now offers Chat with support next to Contact support. The chat tells our team which website was blocked.

Chat

A saved chat opens at its newest message, with no jump.
A model stream that cuts off mid-answer is retried once if nothing has shown yet. Otherwise what you saw is kept and marked as partial, instead of ending as if it were complete.
Long questions, and questions with quotation marks or inch marks, no longer lose the keyword part of search, so exact terms and part numbers match again.

Agents and councils

A council seat whose model or agent is no longer allowed in your organization is set aside, and the council's owner is notified. A council left with fewer than two seats is hidden, not deleted, and returns when access is restored.
The council's check for disagreement between members works reliably again, so councils hold their debate round when members disagree.
Organizations without a model allowlist can request only the platform default models, the ones the chat picker shows.

Sources and crawling

The ingestion run page is simpler: status and times on one line, one main button with the rest in a ⋯ menu, one line per page with a plain reason, and counts on the filter tabs. A skipped page shows its own message rather than a failure.
A website that blocks the crawler gets one alert on the run page: Fix access, then Try again, and the steps to ask the site owner only if access still fails. In the source's details, the notice offers Capture with browser first. The Sources hub banner for a blocked site reads "Cannot access website" with Review.
A single How fresh line explains the recrawl schedule, with details in a tooltip. Blocked sites get a small, backed-off probe and one alert per episode; a crawl stopped by the blocked-site breaker keeps its refresh schedule. Website refreshes no longer fail on the popular-pages step.
Library search is faster on large libraries.

Connectors

For connectors that send us change notifications, a change starts a sync shortly after instead of waiting for the next scheduled run. Up to two syncs per connector type can now run at once for your organization.
Connector attachments are recorded as their own items in the sync run, so a file that could not be imported shows on its own row with its reason.
HubSpot: the file-access notice names the real button, Reconnect HubSpot, and turning attachments off says that files already imported are kept.
A Gmail answering inbox that keeps failing backs off instead of being re-polled every two minutes.

Help Desk and Help Center

Submit a request on a gated Help Center has an optional Category field. A Severity field (Normal, High, or Urgent) is available too, and it sets the ticket priority, so it is off until you turn on Severity field in the Requests card on the Support step.
Links into a gated Help Center can open My requests (?requests=open) or Submit a request (?new_request=1) directly. See Gated access and the customer portal.
Customers can answer widget and Help Center tickets by email. Turn it on by picking a verified forwarding inbox under Ticket Settings → Notifications → Reply Inbox; widget tickets also need Email replies to offline visitors. Status emails now say how to reply, matching what works for each ticket, and the Notifications editor lists the {{reply_hint}} placeholder.
The visitor profile in the Help Desk has a Verified attributes section: how the conversation's latest message was verified, and the signed details it carried, such as organization, plan, and role. Requests and replies from visitors signed in through your customer portal show as signed in, with those details. Requests from email sign-in links show that the email address was confirmed, and nothing more. A reply sent by email shows as Self-reported.
Help Center builder, Access step: with company visibility on, Only admins and owners can see company requests limits colleagues' requests to visitors whose portal sign-in carries an owner or admin role. Email magic-link sign-ins never unlock company requests under that switch.
On a gated Help Center, a visitor signed in through your customer portal is now identified when they open the chat widget, if the widget is set to Public knowledge only and has a signing key. This is identity only: answers can use content set to Signed-in customers, as on the portal's pages, but never internal or gated knowledge.
When company requests are on for one of your gated Help Centers, a portal sign-in or a signed widget pass that names the visitor's organization now gives that organization its own company in Customers, named from the sign-in, and each request is filed under the organization it was sent for. People who work with several of your customers' organizations see each request under the right one. The organization is never matched to an existing company by email domain or name: a company with the same name gets a Possible duplicate review, and merging is how you make them one. Older requests from colleagues on the company's email domain appear in the company list once you merge the two companies, or link the organization's company to those tickets. See Gated access and the customer portal and Known issues.
A follow-up opened from a closed ticket is filed under the same companies as the original.

Account and billing

Reading PDF pages costs half as many credits: 0.5 credits for most pages, 1 for complex pages read by our premium reader. See Credits and the rate card.
Out-of-credits reminders now reach every organization and state the purchased credits remaining.
Password reset: a clearer message when a forced reset is unfinished, and a stale sign-in token refreshes instead of failing.
The desktop app signs you out only when the server ends the session, never just because an access token expired.
Agent and team changes are recorded in the organization audit log.

Privacy

Error reports sent to our monitoring service carry no request bodies and no end-user location headers, and headers are allowlisted explicitly.
Signing out clears the support chat, and widget preview conversations, from your browser. Switching to another organization starts a fresh support chat.

Earlier

Earlier changes are described in the feature articles themselves. This page starts with October 2026.