Product Update - Communications panel reliability and medical summary enhancements

Communications panel reliability improvements

The Communications Panel now loads all email sessions reliably, regardless of age — and a range of UX issues with message display, filtering, and session state have been resolved.

We've fixed a reliability issue that prevented some users from seeing email sessions older than two days in the Communications Panel. Alongside this, we've resolved several related UX problems with message scroll behaviour, filter state, and loading indicators.

What's changing?

• All sessions now load: email sessions are no longer limited to the most recent 48 hours; the full history loads as expected.
• Scroll-to-bottom fixed: the message panel no longer accidentally scrolls the whole page when jumping to the latest message — only the messages container scrolls.
• No more message flash: existing messages stay visible during a reload rather than disappearing and reappearing while the panel refreshes.
• Filter panel collapses on apply: clicking 'Apply filters', 'Clear filters', or a saved filter from the modal now closes the filter panel automatically, giving you more room to read your messages.
• Filter state resets cleanly: changing or clearing a filter now replaces the session list correctly — previously, sessions from the previous filter could persist until a new message arrived.
• 'Load more' hides when exhausted: the 'Load more' link is hidden once there are no further sessions to retrieve.
• Stale sessions cleared on load: switching between folders no longer leaves sessions from the previous folder visible while the new list loads.

What stays the same?

• All existing Communications Panel permissions, folder structure, and saved filters.
• The session list, message content, and assignment workflows are unchanged.

The benefit?

• A reliable, consistent view of all your email sessions — no missing history and no unexpected blank screens.
• A smoother, less cluttered filtering experience.

Incident details on the draft medical summary form

The draft medical summary form now includes 'Date of incident' and 'Circumstances of incident' fields, pre-populated from existing claim data and saved back to the claim on submit.

Previously these details had to be captured separately. They are now surfaced directly in the form and treated as required — the 'Create document' button remains disabled until both fields are filled.

What's changing?

• 'Date of incident' field: rendered as a date picker, pre-populated with the claim's date_of_accident attribute where one exists.
• 'Circumstances of incident' field: a resizable textarea, pre-populated with the claim's circumstances_of_accident attribute where one exists. You can drag the bottom edge of the field to expand it.
• Saved on submit: any changes made to these fields are written back to the claim when you create the document, keeping claim data in sync.
• Document list refreshes automatically: the file selector now updates in real time when documents are added to or updated on the claim, so newly uploaded files appear without a manual refresh.

What stays the same?

• All existing draft medical summary configuration and permissions.
• Existing values for date_of_accident and circumstances_of_accident on the claim are preserved and pre-filled into the new fields.

The benefit?

• Fewer steps to prepare a draft medical summary — incident details are captured and saved in the same action as document generation.
• The file selector always reflects the current state of the claim's documents.

Clearer document type labels on the Doc Gen page

The document type labels on the Doc Gen page have been updated to more accurately reflect which type of case each document applies to.

The following labels have changed:

Previous label	New label
Medical Summary for PI	Medical Summary for Personal Injury
Paginated and Indexed Bundle	Paginated and Indexed Bundle for Personal Injury
Paginated document with chronology	Paginated and Indexed Bundle with Chronology for Medical Negligence
Hearing Loss Evidence Review	Hearing Loss Evidence Review (unchanged)

What stays the same?

• The behaviour of each document type is unchanged; only the display labels are updated.

The benefit?

• It is immediately clear which document type to select without needing to know the abbreviated names.

Polish and bug fixes

A range of smaller improvements and fixes also ship with this release:

• Task-assigned email: the email sent when a team task is assigned now uses an improved subject line format (Claims Automation – Case Name – Task Name), includes the task description and a direct link to the relevant task, and correctly respects your company's configured terminology (for example, 'Case' in place of 'Claim' where that substitution is set up).
• Add claim form — communications defaults: the communications preferences section now defaults to 'Nothing Set' (overall consent) and 'No choice recorded' (service and marketing) when creating a claim with a new contact. Previously no option was pre-selected, which could block comms workflows until preferences were explicitly set.
• Add claim form — first name autofocus: when the add claim form opens with the 'New contact' option, focus moves automatically to the 'First name' field.
• DocuSign: fixed two issues affecting customers using DocuSign with counter-signers — an indexing error that caused counter-signer template data to be read from the wrong position, and a separate issue with case ID resolution in the DocuSign webhook.

Info and Feedback

If you would like further information on these updates or have feedback to share, please reach out to your Customer Success representative.