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Release 26.03.001 — Platform Release Notes

  • Updated

Assist: Preserve Session Upon Host Exit

What It Does

An administrator can allow Assist sessions to continue after the original host leaves. While the tenant setting is on, each new session offers Preserve session upon host exit, and that box starts checked. When the host leaves a preserved session, the guest who joined first and can still host takes the host role. The session ends when the host leaves if the box is cleared, if nobody eligible remains, or if an older native app is still connected.

Why This Matters

Some sessions need to outlast the person who started them. A host may need to hand the call to a colleague, or the browser may close while people are still on the call. Ending the session at that moment forces everyone to reconnect and interrupts recording and transcription.

How to Turn It On for the Tenant

  1. In the Admin portal, open Administration → Join Controls.
  2. Under Session Controls, turn on Preserve session upon host exit.
  3. Save. The switch is off for a new tenant. While it stays off, hosts never see the option, and every session ends when its host leaves.

How a Host Starts a Preserved Session

  1. Start an Assist session from the Portal, or from Salesforce or ServiceNow.
  2. Preserve session upon host exit is shown on the start dialog and is checked.
  3. Clear the box when this particular session should end as soon as the host leaves.

What Happens When the Host Leaves

  • The next host is the guest who joined first, is still connected, belongs to the same tenant, and is allowed to host. A Viewer, and a participant on the mobile app, stays a participant.
  • Host controls move with the role — recording, transcription, participant actions, streaming approval, and invites. Invites keep the session’s existing code and link.
  • Everyone is told — the new host sees “You are now the host.” The others see who the new host is.
  • The session ends instead when no eligible guest remains, or when an older native app is still connected.
  • Rejoin — the person who started the session sees a Rejoin banner in the Portal header while that session is still live. Rejoin enters as a participant and leaves the current host in place. The banner clears after the session has had nobody connected for five minutes.
Note:  Closing the host’s browser hands the session over the same way. Hosts set the option on Web Host, including sessions launched from Salesforce and ServiceNow.

 

Portal: Media Library and Bulk Recording Download

What It Does

A new Media page lists Assist session recordings and snapshots so an administrator or a user can view them, download one file, or download a selected group as a single ZIP.

Why This Matters

Collecting recordings one file at a time is slow when a day of sessions produces many files. Media gives each tenant one place to find those files and take several of them at once.

How to Open Media

  1. In the Admin portal, open Media. It sits in the menu between Users and Content. Administrators see recordings and snapshots created by everyone in the tenant. A super admin can open the same page for a tenant.
  2. In the User portal, open Media (it follows Dashboard). The list shows only sessions of the signed-in user.
  3. Choose a time period: Today (the default), This Week, This Month, or Custom Date.

What Each Row Shows

  • File name — recordings and snapshots. A long name is shortened from the front so the end of the name stays visible; the full name is in the tooltip.
  • Time — when the recording started, or the time carried in a snapshot’s file name.
  • Created by — the session host.
  • Email — when the Portal has it.
  • Session ID.

Columns can be sorted. The list defaults to newest first. Instruct sessions are omitted.

How to View or Download

  1. Open the row menu and choose View or Download.
  2. View plays a recording in the Portal when streaming is available, and otherwise opens the file. A snapshot opens in the image viewer (zoom, rotate, and download).
  3. To download several files, tick the rows you want (up to 10), then select Download. The button shows the count, for example Download (4), and stays unavailable until at least one row is ticked.
  4. While the ZIP is prepared, the button shows progress (files completed, transfer rate, and time remaining). When it is ready, the browser downloads one ZIP. Selecting the same files again within 24 hours reuses that ZIP.

Key Capabilities

  • Include Snapshots — adds snapshots to the list and to the ZIP. When video recordings are unavailable, snapshots are included by default.
  • Limits — 10 files per download and 10 GB per download. A file the job cannot include is called out, and the ZIP contains an _errors.txt describing what was skipped.
  • Recordings follow the connector — recordings are listed when the Amazon connector is on and Enable playback and download in portal is on. Otherwise the page lists snapshots. That playback setting stays available when video recording itself is off, so recordings already stored can still be opened and downloaded.
Note:  There is no select-all. Rows are chosen one at a time, and once 10 are ticked the other checkboxes are disabled.

 

Portal: Secure Recording Sharing

What It Does

From the Media page, a person who can see a recording can share it by email. Each recipient confirms the address with a one-time code and downloads the file from a simple page. No Portal account is required.

Why This Matters

Recordings often need to reach someone outside the tenant, including a colleague in another region. Today an administrator downloads the file and forwards it through a separate tool such as Microsoft Teams. Sharing sends a protected link instead, and the sender can see whether it was retrieved and can revoke it.

How to Share a Recording

  1. On Media, open the row menu of a recording and choose Share. Snapshots cannot be shared.
  2. Enter one or more email addresses (up to 10). Separate addresses with a comma, semicolon, space, or Enter.
  3. Set Link valid for (days). Choose from 1 to 30 days. The default is 7.
  4. Select Share. Recipients receive an email with a link to that one file.

What the Recipient Does

  1. Open the link. The page shows who shared the recording, the file name, its size, and the date and time it is available until.
  2. Enter the email address the link was sent to and select Send code.
  3. Enter the 6-digit code from the email and select Verify and download.
  4. The file downloads in the browser. The same browser can download again until the share expires, without another code. A different browser or device asks for the email and a new code.

Share History

  • A shared recording shows a badge with the number of live shares. Open it for Share history.
  • Each row shows the recipient, who shared it, when it was shared, when it expires, and the status: preparing, failed, email not sent, sent and not yet retrieved, or retrieved (with the date and time).
  • Re-share emails the same link again. The expiry date stays the same. A new expiry comes from sharing again after the current share has expired.
  • Revoke ends that share immediately. The recipient receives no separate email, and the link stops working. Tenant admins and super admins can revoke any share; other users can revoke shares they created.
  • Expired and revoked shares are removed from the history. There is no share history after a share expires.
Note:  Sharing a recording that is still being prepared shows a notice, and the email goes out when the copy is ready. Sharing again with someone who already has a valid link resends that link and leaves its expiry unchanged.

 

Analytics: Session Activity by Group

What It Does

Tenant administrators can limit Session Activity to one or more groups. A session is included when any participant belongs to a selected group. The Group column shows the group recorded on the session, including Instruct sessions.

Why This Matters

Tenants that assign CareAR licenses across departments need usage by group, not only a single tenant-wide list. The filter shows how each group is using Assist and Instruct.

How to Use

  1. In the tenant admin portal, open Analytics → Session Activity.
  2. Open Select group(s) to filter and choose one or more of the tenant’s groups. The list narrows to sessions that have a participant in any selected group.
  3. Clear the selection to see the full list again.

Key Capabilities

  • Tenant admin only — the User portal and partner session views keep their existing filters.
  • Group column — Assist rows show the host’s group as it was saved when the session started. Instruct rows show the participant’s group.
  • Switching tenant clears a group selection, because group names belong to one tenant.
Note:  The filter uses each participant’s current groups. The Group column shows the group saved on the session. A row can match the filter and still show an empty Group.

 

Analytics: Chat Transcript Link on the Session Activity Export

What It Does

The Session Activity CSV export adds a 26th column, Chat Transcript, at the end of each row. When the session has a chat, the cell is a Portal link that downloads ChatTranscript_<sessionId>.txt, the same file as Download on the session row. When the session has no chat, the cell is -. The first 25 columns, their order, and their headers stay as they are.

Why This Matters

Teams that archive session activity outside the Portal can open the written chat from the same export they already use, without looking the session up again.

How to Export

  1. Open Analytics → Session Activity in the admin portal, the user portal, or a super admin’s view of a tenant.
  2. Use Export for the selected rows, or Export all for the current result.
  3. Open the link in Chat Transcript. A signed-in user who may see that session downloads the text file and can choose Download again.

Who Can Download

  • Tenant admin and analyst — any session in their tenant.
  • User, viewer, and content creator — sessions they took part in.
  • Super admin and system analyst — any session.
Note:  Someone who is signed out is asked to sign in, and returns to the same link afterward. A single sign-on detour still returns to Home; once that person is signed in, the link downloads the transcript.

 

Legacy Insight Removed

What It Does

Release 26.02.001 retired legacy CareAR AI services, including Visual Verification and Intelligent Search, in favor of ResolveGrid. Release 26.03.001 removes the leftover Insight experience from the legacy Portal and from Assist Web Host.

Why This Matters

Leaving the old Insight menu and in-session chatbot in place sent people to a service that is no longer supported. Removing them keeps the Portal and the live session aligned with the current product.

What Changed

  • Analytics no longer shows Insight (AI Session Activity) for admins, super admins viewing a tenant, or users. The old Insight pages cannot be opened by their previous addresses.
  • Assist Web Host no longer shows the in-session Insight chatbot.
  • Users → Role Management no longer shows the Allow AI Agent column. The stored per-role value is left as it is.
  • A ServiceNow Launch Insight link opens the normal Portal.
Note:  AI troubleshooting, AI training, and AI-assisted experience generation are available on the ResolveGrid platform. To schedule a demo, contact your sales representative or service@resolvegrid.ai.

 

Security Updates

Release 26.03.001 includes security updates to third-party components used by the Portal, Assist web applications, Experience Builder, and platform services. Experience Builder in this release is that security work, plus a correction to the Find translation. No change to how administrators or hosts use the product is required for these updates.

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