Released Enhancements
AI-Improved Category Search and Photo Analysis with Organization-Level Control
We’ve introduced a new organization-level setting that controls AI-Improved Category Search and AI-Assisted Photo Analysis during request submission.
This setting governs how AI is used to improve category discovery, including:
AI-Improved Category Search, which evaluates the meaning of typed search terms and compares them to category data
AI-Assisted Photo Analysis, which analyzes the first uploaded photo and uses descriptive labels to suggest the most relevant category
When the setting is enabled:
AI-Improved Category Search is used during category search
Photo analysis is used in supported request flows where photos are uploaded before category selection
The system provides category suggestions to assist with discovery
When the setting is disabled:
Category discovery uses exact matching behavior
Keywords continue to function normally
No AI-assisted category suggestions are generated or displayed
This setting serves as the single source of truth for AI-assisted category suggestions.
As part of this enhancement:
Embeddings are generated automatically when AI features are enabled
If the setting is turned off, embeddings are not used
AI assists with category discovery and suggestions only. Categories are not automatically assigned. For more details, see the AI-Improved Category Search and Photo Analysis article.
Enable Feature
With the introduction of this organization-level setting, AI-Improved Category Search and AI-Assisted Photo Analysis are now available to all customers in all environments. By default, the setting is turned off. Organizations that wish to use these capabilities must enable the setting in their Organization Settings.
Note:
Organizations on the Starter package can use this feature through the end of the month. To continue using it after that, an upgrade to an eligible package will be required.
These AI-assisted category features will also be included in upcoming releases of the marketplace mobile applications.
AI-Assisted Photo Analysis in Web Request Submission
Residents and staff can now benefit from AI-Assisted Photo Analysis during supported request submission flows. When a photo is uploaded before category selection:
The first image is analyzed to identify descriptive labels
Those labels are compared to category data to determine the closest match
The system suggests relevant categories to assist with selection
This capability helps users find the correct category more quickly and reduces guesswork during submission, especially when no search term is entered or when the language is vague.
Important Notes
Only the first uploaded image is analyzed
Photo analysis runs only when the photo is uploaded before category selection
The system provides suggestions only and does not automatically assign a category
This feature respects the organization-level AI setting
For more information about supported request flows, availability, and limitations, see the AI-Improved Category Search and Photo Analysis article.
Edit Answers to Secondary Questions
The request detail page now includes an "Edit Answers" button that allows authorized staff (Manager role and above) to update secondary question answers after a request has been submitted. Existing answers are pre-populated in a pop-up for review and editing, and all changes are recorded in internal comments to maintain an audit trail. This feature is available for eligible requests and preserves existing input validations for each question type. Integrated requests will not re-send or re-sync edited answers with integrated systems.
