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SightCall Xpert Knowledge – Release 26.16

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Release 26.16 was deployed on September 29, 2026 at 3:00 PM CEST. This release adds the following updates to SightCall Xpert Knowledge. These updates are available for tenants with Xpert Knowledge enabled.

Persistent Chat History

XK Assistant (AI Chat) conversations now stay available after a refresh or a new session. Authenticated Agents, Admins, and SightCall users can reopen, continue, and delete their own chat history.

  • A history panel in the chat header lists your own conversations, with the most recently updated first. Each conversation takes its title from its first prompt.
  • You can continue an active conversation for 30 days after its last update. After that, it opens read-only.
  • A conversation can become read-only sooner if it reaches the message-count or size limit.
  • To permanently delete a conversation, use the three-dot menu in the history list.
  • History is kept for one year after the last update.

Limitations: Chat with Xpert Knowledge calls made with an API key remain stateless, so they don't save history. You can't search or rename conversations in this release.

XK Assistant chat history panel listing previous conversations, with the Delete option open in the three-dot menu

Override Topic Creation on Upload

You can now override the tenant's force-new-tutorial default for an individual file. In the VISION Console Upload content modal, you can keep the tenant default or turn on Always create a new tutorial before you upload the file.

  • On: the file becomes its own tutorial.
  • Off: the file may be merged into a similar existing tutorial.

This choice applies only to the current file. The next upload starts from the tenant default again.

Limitation: SightCall Remote Visual Support (RVS) contributions have no VISION Console control for this setting.

Upload content modal in VISION Console with the Always create a new tutorial toggle turned on

Xpert Knowledge Audit Trail

Selected Agent and Admin actions in Xpert Knowledge now appear in the existing Audit Trail report and export in the Admin Portal. Logged events include:

  • Publishing a tutorial
  • Validating and unvalidating a tutorial (generated / reviewed)
  • Archiving and unarchiving a tutorial
  • Public and private link changes
  • Tutorial votes
  • Content uploads
  • XK Assistant (AI Chat) usage
  • Opening tutorial details, including previews

Retention and history: Audit Trail retention remains about one year. Activity from before this release isn't added retroactively.

Admin Portal Audit Trail report showing Xpert Knowledge tutorial read events, with Export CSV and Export JSON options

Zendesk — Xpert Knowledge Workspace Access

Eligible Agents using the Classic Zendesk integration now have a Knowledge Library button. The button is available outside an active call and opens the Xpert Knowledge workspace.

Prerequisites: This requires the Classic Zendesk integration and a supported authentication method.

SightCall app in the Classic Zendesk ticket sidebar showing the Knowledge Library button

For API integrators: Delete a tutorial via the Core API

This change affects API integrations only.

Authorized API callers can now permanently delete an Xpert Knowledge tutorial through the documented Core API. Deleting a tutorial removes the tutorial, its tutorial versions, its translations, and related data.

Important: Deletion is permanent and can't be undone. To hide a tutorial in a way you can reverse, use Tutorial Archiving instead. This release doesn't add a delete action to VISION Console or the Expert App.