Product Update - Faster Documents tab and document viewer improvements

This release makes the case Documents tab load and page quickly on cases of any size, shows a clear loading indicator while a document opens, and defaults print quality to High.

A faster case Documents tab

The Documents tab on a case now loads and pages quickly regardless of how many documents the case holds, including cases holding a hundred thousand documents or more.

On the largest cases, paging through the Documents tab had become noticeably slow, with each page taking well over a second to appear. We've reworked how a page of documents is fetched, so the work no longer grows with the number of documents on the case.

What's changing?

• Faster paging: opening the Documents tab and moving between pages is substantially quicker on large cases, and the improvement grows with case size.
• Existing documents included: documents already on your cases have been updated as part of this release, so the improvement applies to historic documents as well as new ones.
• Filtering unaffected: filtering by claim and by claim status continues to work exactly as before.

What stays the same?

• The same documents appear, in the same order, with the same filters and permissions.
• Contact-level documents continue to appear on the Contact page rather than the case Documents tab.

The benefit?

• Case handlers working on high-volume cases spend less time waiting for the Documents tab to respond.
• Performance stays consistent as a case grows, rather than degrading over its lifetime.

Document viewer improvements

Opening a document now shows a clear loading indicator, and the print dialog defaults to High quality.

Large documents, particularly those generated by AI, could take long enough to open that the off-canvas appeared empty. With nothing on screen to show that anything was happening, users would close and reopen it, wondering whether the document had failed to load.

What's changing?

• Loading indicator: the document viewer off-canvas now shows a lightning icon while an AI-generated document is retrieved, and an hourglass for everything else.
• Print quality: the 'Print Quality' dropdown in the print dialog now defaults to 'High' rather than 'Normal'. You can still switch back to 'Normal' before printing.

What stays the same?

• Document content, annotations and permissions are unchanged.
• All existing print options remain available, and nothing has been removed from the print dialog.

The benefit?

• Clear feedback that a large document is on its way, so there is no need to close and reopen the viewer to check.
• Sharper printed output by default, without having to remember to change the quality setting each time.

Polish and bug fixes

• Staying signed in: temporary network or authentication problems no longer sign you out of the dashboard.
• Samsung Internet browser: claimants using Samsung Internet are no longer asked to switch browsers before completing an activity on a case site.
• Large file uploads: virus scanning no longer times out when a large file is uploaded.
• Clearing a claim's status: a claim's status can now be set back to 'No status set' from the edit claim off-canvas, the bulk status modal and the claim status filter.
• Deleting team task templates: users with the 'Template Delete' permission can now delete a redundant team task template from the case settings page, provided it is not part of a task plan.
• Case status on the Edit Case page: the Edit Case page now includes a case status selector, offering a curated subset of statuses.
• Indexing typeahead: the typeahead on the indexing area no longer lags as you type.
• Document scrubbing: documents belonging to a claim or contact are now scrubbed when that claim or contact is deleted.
• Bulk status modal: navigating to the Automations page from the bulk status modal now closes the modal behind you.

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.