With Enate version 2024.1, you've got an additional feature to help deal with unhandled (unprocessed) emails if there are large volumes to dal with: bulk delete of unhandled emails.

How does it work?

Once you're in the Unhandled emails section, hovering over an email will bring up a tickbox to select the email (or to select all displayed emails by clicking the header box).

Click on one or more boxes and a delete button will appear next to the filter, along with the number of emails selected.

When you click to delete, a confirmation pop-up will appear stating how many emails are going to be deleted, and ask for final confirmation to delete.

Once you confirm, an 'in-progress' popup will display the deletion progress. When all emails have been successfully deleted, a message will appear on-screen confirming this.

If you don't want to proceed with deleting emails (and have not yet hit the delete button) simply deselect the emails or click on the cross next to the delete button.

With the release of this Feature Wave, we're making a change the the format of the URL for Enate environment, which will now look slightly different. Please note that Production environments will automatically redirect to the new url and so users should notice NO change in interaction. Also, this does not change the environment that users are working in. See below for an example of how the format change would look for 'acmecorp':

Old format: https://enate.cloud/acmecorp/workmanager

New format: https://acmecorp.enate.app/workmanager

There is no additional work or instructions needed to give your production userbase - they can simply continue working as normal, using the old url for e.g. saved shortcuts if they wish, and the system will always auto-redirect to the new url format.

Similarly, existing APIs will continue to work as normal, with urls automatically redirecting. Please note however that our preference would be that you work with Enate to update your API configuration to use the new url once it has been established.

Any changes to non-production environments such as UAT environment urls (which will not automatically redirect) will be worked through in conjunction with Enate's team as part of your migration activities across to this Feature Wave.

As part of the November 2025 Feature Wave, we are changing the maximum email size that can be set in the General Settings section in Builder: the maximum email size setting available will now be 100MB. 'No Limit' will no longer be a size option supported in the Enate system.

As part of this Feature Wave, the Reset Password has been moved to the User dropdown menu for easier access.

Resetting a User Password will still function the same as previously, with the User needing to provide their Current Password, their New Password and Confirming their New Password.

With the release of Enate AI's latest offering - AI Analyst, wer'e taking a significant step forward to let you seamlessly integrate AI-driven activities throughout your business process. The initial releases of EnateAI tackled the grind of email management — sorting, classifying, data extraction, and sentiment, then similarly for Documents. With AI Analyst, we're expanding our AI capabilities to navigate through complex service workflows like invoice matching, change of directors, and payment reconciliation. These areas, traditionally bogged down by extensive manual effort, are getting a major efficiency superboost from Analyst, handling a significant portion of the workload with minimal human intervention.

We're partnering with Microsoft on this to use the power of their very latest OpenAI technology right at the heart of things. So if you can ask OpenAI to perform a task, with EnateAI Analyst you can embed that to run automatically as part of your business process flow.

You can add AI Analyst Actions throughout your cases and ask it to analyse documents which you supply it. You can massivley reduce the time spent having to wade through huge data files performing intricate analysis, freing up time for more valuable work.

The possibilities here are almost endless, and the power you've got at your fingertips is matched only by how simple it is to set up. There's no coding and you don't have to change a thing - just tell the system what the business rules are to run an analysis task and it will get on with it.

Here's how you can get started setting up AI Analyst to help streamline your activities..

Setting up an AI Analyst Action

Adding AI Analyst into your business processes is very simple to set up. Once you've switched on the 'AI Analyst' integration in Builder's Marketplace section, any time you want to create a new AI Analyst action to perform a specialist analysis activity, the steps are as follows:

1. Create a new AI Policy in the AI Analyst Configuration section of System Settings in Builder

2. Test this policy with sample data until you're happy with the output, then Set Live.

3. Add 'AI Analyst' actions into your case process, linking this to your new AI Policy. (Note: You will need to add a manual action directly after the AI Analyst action)

Creating a new AI Policy is simple - no code is required, you can simply write out the business rules / logic / policy for the activity in normal business language and the AI will understand it. You can easily get started by simply porting across the details of your business policy direct into an Enate AI Policy.

Take a look at some sample policy prompts to see what a policy might look like..

Go to the Marketplace section of Builder and filter down to 'AI Analyst'. Activate the EnateAI - AI Analyst Integration

Go to the 'AI Analyst Configuration' section of System Settings, and click to 'Create a Policy'. This will display an AI Policy for you to start to fill in with details of the analysis activity you want AI to undertake for you. Remember, you can just write this in normal business terms (see the prompts section for examples of this).

Here is the information you can define when setting up a new AI Policy:

• Name - give your Policy a sensible name so it can easily be identified from a list of other Policies, e.g. 'Invoice / Credit Note Reconciliation.

• Input File Tags - At runtime your AI will analyse one or more documents as its input. You can test with sample ones while you build, but at runtime you need to tell the system which files to grab. Setting the file Tags here tells the AI 'at runtime, grab the files in the Action which have these tags, and use them as your source for analysing. Examples might be: 'Bank File', 'HR Update', 'State Tax Rules'.

• Output File Tag - If your policy instructions ask for output to be provided in a file, you may want to tag that output file too, for easier use by other systems downstream. Example 'AI Reconciled'

A well-defined persona for your AI Analyst activity helps the AI do a better job when analysing and returning data to you. If the persona you're looking for isn't in the list to choose from, you should define one for this policy. At runtime, the AI will use this as input along with the more detailed instructions when determining what to do.

Here's whether the main part of the input instructions to the AI get defined. Remember you don't need to be writing this as code, in fact it works much more effectively if you don't. If you've got existing rules and regulations which define that task, paste them in here and test your output.

When you're writing instructions that involve heavy reference of e.g. Excel sheet columns, you'll obviously have to write something adequately detailed and precise which refers to them accurately, a good guide is still to write it in a way that you would be explaining it to someone you wanted to carry out the activity (example as below shows detailed column references but then a more human "it won't be a perfect match but it should appear in there somewhere".

Be clear about exactly what you want the AI to do, and how you'd like to receive your output. For examples and notes on how to write good AI prompts for activities such as this, check out this section.

While there are no fixed rules on how you format your instructions, if you want to make explicit reference to any of your Input documents, you can do so using a {{FileTag:NAME}} format. For example if you're created a tag called 'Bank', you can refer to this document in your instructions as {{FileTag:Bank}}

For more information and samples on how to write instructions, check out the link below:

Once you're happy with all your policy input settings, the next step is to test it.

You'll be asked to upload a sample document for each input filetag you've specified. Once you've uploaded these you can run your test. Depending on the size of files or complexity of the prompt you've written, this could take a few minutes before you get one, but once you do, you can analyse the results.

If you've requested the output in a certain file format you should see that file as part of your output, otherwise you'll see text response from the AI. If the results show that some tweaking might be needed, you can go back to your policy settings, make some adjustments and test again. Once you're happy though, you can set the policy Live.

Once you've set your new AI policy Live, all you need to do now is add an AI Analyst action into your case flow.

As part of the configuration, set your new AI Policy as the one which this action should use.

1. Multiple output files cannot currently be generated

2. If functions timeout in Azure, the AI Analyst action's status will remain set as 'In Progress', due to abruptly terminating Azure function (this should not be a problem in production environment)

3. AI reads a maximum of 100 rows currently, and is dependent on server availability (files of more than 100 rows of data are currently not allowed)

4. In case if AI fails to make a decision or a tasks defined in policy it will provide an error file (only if you defined that in AI policy prompt)

As part of the April 2026 Feature Wave, Users will now be able to login with their Email Address as well as their Username.

The Feature Wave Approach: Building the Foundations for more Innovation

With this latest update to Enate, we're introducing a new approach for how we roll out system enhancements, which will now be done via 'Feature Waves'. This has involved making architectural changes to allow us to support a fully SaaS approach, focused on the following improvements:

1. More gradual & less disruptive UX improvements

2. Maintaining Stability and Compatibility for Integrations

3. Gathering (and reacting to) user feedback from real users throughout the design process

4. A more robust, scalable and user-friendly platform

Here's an overview explainer of the Feature Wave approach, and how this new architecture sets about achieving these.

Until now the Enate platform has operated as a monolithic application, with a single API and database model, meaning that every release required updating the entire system at once. This structure limits our agility, making it difficult to release features incrementally or patch specific components.

The strategic decision to shift to a SaaS only model enables us to deliver capabilities that help clients operationalize AI, validate new user experiences more quickly, and become more agile overall.

The key architectural changes we are implementing are as follows:

• Versioned APIs - The Enate APIs will become versioned APIs meaning that we will be presenting a stable interface for integration with the core Enate platform. This is how the Enate Marketplace works (for example).

• More Scalable, Testable & Redundant - The new Enate architecture will automatically scale out based on user demand, we are making full use of scalable cloud compute. The platform will also be truly redundant between Netherlands and Ireland with near instant failover possible between the two regions.

• Alphas & Betas - New user experiences will (wherever possible) go through Alpha and Beta phases with real users being able to try them out and give the product team feedback throughout the process, before rolling out to the broader userbase.

The above diagram shows how features may move through Alpha, then Beta, then onto full usage, and how different parts of the user base will experience this.

Feature waves are regular updates that might include new features, support for previous API versions, and changes to the user experience. The very first feature wave is mostly behind the scenes, so you won’t notice any visible changes right away.

Before we release each feature wave, we may run a new feature or feature change in alpha. These are early versions of a feature with experimental (but robust) designs, shared with a small group of users so we can gather proper user feedback on the design and be able to make iterative improvements.

Once we’re confident with an alpha release, we will move the feature to beta (this change is done as part of a subsequent Feature Wave). These items are now feature-complete and as part of Beta will be made available to every user in through a 'feature switch' so they can try out the new experience, or stick with the old one if they prefer. This widens out the user base and allows for more user feedback on the design.

Finally, after we’ve collected enough feedback and made any necessary tweaks, the new experience becomes the default for all users, and at the same time the feature switch option for users to flip between the beta and production model of the feature goes away. Again, this change for the feature option is brought about as part of a subsequent Feature Wave.

For most people using our platform day-to-day, feature waves will have very little impact. Changes will be rolled out gradually, and only certain groups will see new features during the alpha phase, with a widening audience in the beta phases.

If you’re working with integrations, you don’t need to worry about immediate changes, because previous API versions will stay available for two feature waves, making sure everything stays compatible.

And when it comes to testing, user acceptance testing is only needed if there are explicit changes to the business logic, so testing will now only be done where behavior has changed.

With the move to the new architecture underpinning the Feature Wave approach, we're making a change to the format of the URL for Enate environments. Please note that Production environments will automatically redirect to the new url and so operational users should notice NO change in interaction. Also, this does not change the environment that users are working in. See below for an example of how the format change would look for 'acmecorp':

Old format: https://enate.cloud/acmecorp/workmanager

New format: https://acmecorp.enate.cloud/workmanager

There is no additional work or instructions needed to give your production userbase - they can simply continue working as normal, using the old url for e.g. saved shortcuts if they wish, and the system will always auto-redirect to the new url format.

Similarly, existing APIs will continue to work as normal, with urls automatically redirecting. Please note however that our preference would be that you work with Enate to update your API configuration to use the new url once it has been established.

Any changes to non-production environments such as UAT environment urls (which will not automatically redirect) will be worked through in conjunction with Enate's team as part of your migration activities across to this Feature Wave.

When it comes to releasing new features, we want everything to be as smooth and predictable as possible. With that in mind, once clients have been migrated across to the initial feature wave infrastructure, we will start publishing our feature wave release dates 12 months in advance, with just a small plus or minus five-day window for the actual deployment.

We anticipate releasing new feature waves every 3 to 4 months once the initial sets of Feature Waves (mostly covering the deployment of a new UX) are complete. When a feature wave is released, timelines on activities will be as follows:

• As soon as a new feature wave is released, all non-production and UAT environments are upgraded (within a few days).

• There is then a 4 week window available for customers to carry our their UAT activities on Testing on these non-production environments. Customers can ask for their production environments to be updated to the new feature wave within this period.

• After 4 weeks, ALL production environments will be updated to the new feature wave, specifically on the 5th weekend after the feature wave release date.

Upgrades are designed to involve minimal downtime, mostly for activities such as schema migrations, and are completed outside of business hours.

Patches are rolled out with zero downtime thanks to release slots. Plus, each feature wave continues to support the two previous API versions, so bug fixes are applied to those supported versions, but not to any older releases.

Each Enate Feature Wave introduces new capabilities and may introduce new API versions. Importantly, adopting a new Feature Wave does not automatically require immediate API changes. Supported API versions remain available across multiple Feature Waves to give customers control over when to migrate them.

This section explains what you must do, and by when, when using Enate APIs.

• Feature Waves and API versions are related, but not the same.

  • A Feature Wave determines which API versions are available.

  • You choose which supported API version your integrations use.

• New API versions are opt‑in.

You may upgrade to a new Feature Wave and continue using your existing supported API version, provided that API is still supported in that Feature Wave.

Example: If you move from November 2025 to April 2026, you may continue to use:

• Legacy API, or

• V1 API.

No API changes are required at that point.

When a new API version becomes available, customers may migrate at a time of their choosing within the supported window.

Example: After deploying April 2026 FW, you may:

• Continue using Legacy or V1 APIs, or

• Migrate to V2 when ready.

This allows you to:

• Align API changes with your internal release cycles

• Complete development, testing, and validation ahead of mandatory deadlines.

When an API version reaches its final supported Feature Wave, continued use is no longer permitted in later Feature Waves.

Example: Before deploying October 2026 FW, customers must:

• Stop using Legacy and V1 APIs

• Be on V2 or later.

Attempting to deploy a Feature Wave that does not support your API version will result in integration failures.

Starting with the V1 API Version (which arrived in the November 2025 Feature Wave), there are a number of important changes to APIs which you should be aware of when migrating across from Legacy APIs:

From the V1 API versions onwards, enum parameters must be provided using their integer values rather than string representations. In previous API versions, both string and integer enum values were accepted for compatibility; however, the newer FW APIs now require integer enum values consistently across all enums.

Example: Previously for the Webhook parameter, you would pass the value "PacketCreated".

For the new V1 API and above, you instead pass the equivalent Integer value 0

See this link for a list key .

The V1 API versions and above now include built‑in safeguards that help keep your applications running smoothly and reliably. One of the key improvements is rate limiting, which simply means the system now controls how many requests can be made in a short period of time. This prevents accidental overloads, ensures fair access for all users, and helps maintain consistent performance even during busy periods. Most importantly, it protects your integration from unexpected slowdowns caused by unusually high traffic.

We’ve added a safeguard that automatically rejects any request with data fields the API doesn’t recognize or accept. This helps prevent errors, avoids extra processing, and keeps your data clean and reliable. By rejecting requests that are too large or complex, the API can respond faster and stay stable across different usage scenarios.

• Enate adopts a stamp architecture on the Microsoft Azure platform.

• Enate Clouds are stamped out and managed with infrastructure-as-code tooling called Terraform.

• Production clouds are high availability operating in two regions through Azure Front Door with temporary UAT environments released to clients with each Feature Wave.

• Most customers operate within the Shared Cloud, but customers can pay for a Private Cloud if they wish.

Enate will now begin migrating initial test instances across to this new feature wave, and will be contacting you in due course to start organizing your migration to the November 2025 Feature Wave.

You can now display custom fields on Users, Customers, Contracts, Services and Service Lines to capture bespoke data via the Extension Properties feature.

Depending on where you have chosen to add your fields, they will show accordingly when a user creates or edits a User, Customer, Contract, Service or a Service Line.

How do I add custom fields to Users, Customers, Contracts Services and Service Lines?

To display custom fields on Users, Customers, Contracts Services or Service Lines, go to the Custom Cards section of Builder and then select ‘Extension Properties’ from the drop-down menu.

In the 'Extension Properties' page, you'll see the list of Objects you can add Extension properties to (i.e. Users, Service Lines, Customer, Contracts and Services) and how many custom data fields have been added to each one.

To add or edit a custom data field for any of the Data Objects, click on the row of the Object you want to update. The row will expand to show all the fields that have already been added to that Object, alongside a list of all the custom data fields in the system.

To add a custom data field to your selected Object, click on a field from the 'Available Fields' section on the right-hand side which shows a list. This will add the field to the 'Added Fields' section on the left.

If the custom data field you need hasn't been created yet, you can easily create it without leaving the Extension Properties screen - simply click the 'add' icon above the list of system fields and fill in the required information in the resulting popup.

After adding the desired custom data fields to your selected Object, drag and drop the fields to modify the order in which you want your custom data fields them to display. You can also choose if you want to make the field mandatory to fill in or not.

You can also remove fields from your selected Object by clicking on the 'X' in the 'Available Fields' section.

If you are adding Extension Properties to a 'User' Object you'll also need to select the user type you want the field to appear on. The options are:

• All (Contacts, Service Agents, Self Service Users, Robots)

• All People (Contacts, Service Agents, Self Service Users)

• Service Agents Only

• Robots Only

Once you have finished making your changes, make sure to click Save at the bottom of the grid.

Once the changes have been saved, the custom data fields will appear in the relevant areas of Enate.

Extension properties added to the User Object will show in the following places, depending on the User Type Setting selected.

If any of the 'All (Contacts, Service Agents, Self Service Users, Robots)', 'All People (Contacts, Service Agents, Self Service Users)' or 'Service Agents Only' User Type options have been selected, Extension Property fields will appear in the 'General' tab when you create or edit a Service Agent in Builder.

If any of the 'All (Contacts, Service Agents, Self Service Users, Robots)' or 'All People (Contacts, Service Agents, Self Service Users)' User Type options have been selected, Extension Property fields will appear in the 'Create/Edit Contact' pop-up when you create or edit a contact in Work Manager.

Extension properties added to the Service Line Object will be added to the Service Lines screen in Builder. They will not show anywhere in Work Manager.

Extension properties added to the Customer Object will be added to the Customer pop-up, accessible from the Service Matrix in Builder. They will not show anywhere in Work Manager.

Extension properties added to the Contract Object will be added to the Contract pop-up, accessible from the Service Matrix in Builder. They will not show anywhere in Work Manager.

Extension properties added to the Service Object will be added to the Services pop-up, accessible from the Service Matrix in Builder. They will not show anywhere in Work Manager.

Additional filters have been added to help when when viewing unhandled (unprocessed) emails in Work Manager. Previously users were only able to filter unprocessed emails by Mailbox Name or Mailbox Address. Now Users can combine a date filter with the Mailbox Name or Address in order to provide them with more focused results.

A slider can be used to choose from pre-set date range options, or you can set specific dates from the calendar.

The July 2026 Feature Wave brings with it a number of changes and improvements to SSO & Robot login, a new more comprehensive operations report as well other enhancements.

See the feature-specific articles from the links below for an in-depth view.

• The Operations Performance Overview Report offers 6 dashboards covering work volume, quality, SLA performance, agent productivity, and email communications, all in one place.

• Robot accounts can now authenticate using Robot Credentials, similar to human user accounts, instead of a shared password. It's a more secure way to authenticate, and it works well with our new versioned APIs.

As part of changes in the November 2025 Feature Wave, we're changing the way users access 'Testing Mode' in Work Manager (This mode allows you to run Case & Ticket processes which are yet to be fully set live, allowing you to check their configurations are working as desired before they can production situations).

Previously, Test Mode was accessed via the User Settings dropdown on the Work Manager homepage.

This link has been removed, and from now on you control whether you're running things in normal production mode or running in Testing mode by accessing a different url for testing, one with the word '.test' added to the end of the normal domain name. To explain via an example:

If your Normal Enate URL is: https://acmecorp.enate.cloud/yourworkmanagerlink

Your Test Mode URL will be: https://acmecorp.test.enate.cloud/yourworkmanagerlink

Once you've type the Testing Mode url into your browser, you'll be met with the standard looking login page for Work Manager. Once you're logged into the testing mode URL, you'll see the standard Testing Mode look to the page that you're used to, with a 'Testing Mode' badge and red colored header bar.

So now, when you wish to access Testing mode, remember to log out and then log in via the dedicated Testing mode link, by simply adding '.test' onto the end of the domain of your url, e.g.

https://acmecorp.test.enate.cloud'/yourworkmanagerlink

We have removed the email matching method of matching based on if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email as, following the implementation of our updated ‘in reply to’ logic in 2024.1 (where we look at both if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND if the AssociatedBecauseOf or AssociatedBecauseofPlus email address is still in the recipient fields (i.e. To or CC) of the incoming email), this method was leading to incorrect matches.

We have also enabled our customers to switch off matching by work item reference in email subject or body as this was leading to incorrect matches and potential breaches of data under certain specific circumstances. Customers are now able to remove this method of matching via the new ‘Match by reference in email subject or email body’ setting which can be found in the System settings section of Builder.

This means that email matching now follows this process:

1. In Reply To’ Logic

The system will first try to find a match using the following logic:

• If the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email AND

• if the AssociatedBecauseOf or AssociatedBecauseofPlus email addresses are still in the recipient fields (i.e. To or CC) of the incoming email

If no match is found using the above logic, the system will then see if Plus Addressing has been configured in your system and if it has, the system will try and find a match using plus addressing.

If no match can be found using Plus Addressing, the system will then try and find a match based on if it can find a unique identifier in email message body. If the incoming email has been sent as a response to an email which was sent out from Enate, it will likely contain a unique identifier tag as part of the email body text.

If no match can be found using this unique identifier and your system has been set up to allow matching based on work item reference in email subject or body, the system will try this final matching method. Otherwise, the system will try and create a work item for the email based on email routing rules.

Other useful links: for a more comprehensive look at all Enate's Features; to see the new way Enate rolls out system enhancements; for a definitive list of updates and fixes in the latest software.

10th July 2026

The July 2026 Feature Wave brings with it a number of changes and improvements to SSO & Robot login, a new more comprehensive operations report as well other enhancements. You can take a detailed look at the individual features from the links below:

• The Operations Performance Overview Report offers 6 dashboards covering work volume, quality, SLA performance, agent productivity, and email communications, all in one place.

For a list of changes applied to any of the existing Integrations available within Enate's section found in Builder, please see the following section:

The EnateAI Document Classification component, available in Enate , analyzes the attachments of incoming emails and automatically classifies them with a tag.

This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.

For more information on EnateAI's Document Classification integration, .

The November 2025 Feature Wave is the first in our new approach of how enhancements will be deployed. For a more detailed description of this, see the dedicated article.

With this latest update to Enate, we're introducing a new approach for how we roll out system enhancements, which will now be done via 'Feature Waves'. The first of these is this November 2025 Feature Wave. Many of the changes in this first Feature Wave are the behind-the-scenes rearchitecting, although there are a small number of front-end items (see for more information on those). Here's an overview explainer of the Feature Wave approach in general.

While this release includes some new functionality (see below), its main purpose is to lay the groundwork for more flexible, user-driven approach to updates. Over the past months, we’ve rearchitected the platform into a SaaS-based model. This change is essential because it allows us to:

• Deliver updates more frequently and with less disruption.

Enate version 2024.1 sees a raft of new features and improvements to Unhandled emails, which have previously been referred to as 'Unprocessed emails'. Part of the reason for the name change is to try to make this clearer that these mails need manual intervention from the Agents in order to progress, rather than there being some technical issue which isn't for them to solve.

Here are some details on the various enhancements which have been made.

• A new in your header bar to tell you when you've got unhandled emauls.

• Agents are now able to , so future emails don't get held up and instead create the right kind of work items automatically. This can also be made to act retrospectively on existing unhandled mails which match the rule.

The detailed view of on-time performance and how long work takes end to end. This is where you diagnose why the SLA is where it is.

SLA & Cycle Time tab.

KPI cards

• SLA Compliance, Work Items Overdue, Work Items On Target, AHT in Hrs - as defined earlier, shown here in an SLA context.

• Avg TAT (Days) - average end-to-end turnaround in days, from creation to resolution. Includes all the time an item spent in the system, not just handling time. Lower is faster.

As part of the upgrades to Unhandles Emails (previously 'Unprocessed Emails'), there's a new icon on the Work Manager homepage that will display if you've any unhandled mails to be dealt with.

This will show the total number of currently unhandled emails and, if you click the link will also show a popup showing how many of these have arrived in the past 24 hours, plus a link to take you straight to the Unhandled emails section of your Email Inbox page.

In v2023.5, Enate's Quickfind is being enhanced to allow users to be able to search for text strings which contain '.' decimal points. This is designed to make it easier for users to search using internal (i.e. non-Enate) reference numbers. Previously this '.' character was ignored.

Example:

Previously, if a user was searching for a reference number of '12345.12555', the search would have ignored the '.' character and searched for two separate strings either side of the dot marker.

Now, Quickfind will recognize this as a single search string and search for '12345.12345 in its entirety.

In the image above, a user has begun searching by typing '12345.12'. Quickfind has started bringing back results which contain 12345.12.

This enhancement will support numeric reference numbers which contain a '.' character up to 10 digits, e.g. NNNNN.NNNNN, and any variants of this with the '.' character anywhere within the string.

In Enate version 24.1, you can now view the unhandled incoming emails which were deleted by you / your team as part of dealing with them. This helps with an auditing how incoming emails which were unhandled have been dealt with.

This view is accessed from the Email Inbox page in Work Manager - once there, expand the email sidebar, and click to expand the 'Unhandled Emails' section. This will display the 'Deletion Audit' folder link.

Clicking on this 'Deletion Audit' link will bring up a view of all deleted unhandled emails within your area of the business. These are incoming unhandled emails where the decision was made to delete these mails rather than create a new Case or Ticket from them.

All filters and paging options are available as for the other email views in this page, but the emails themselves are shown in read-only mode..

Clicking on a deleted unhandled email will display the email in detail in the main section of the screen, with any attachments that it may have had.

Additionally, the header bar above the mail shows who deleted the email and when.

This document contains a list of changes recently applied to any of the Integrations available within Enate's section found in Builder, along with the production version from which the change is relevant. If you are running that version or above, your system will be running with this new logic.

From v2024.1, you have the option to display a link to your company's Privacy Policy on the Enate login page. Note that this requires you to have a web-available location for your company's Privacy Policy. The setting for this is accessible in Builder: When a value is set for this, a link called 'Privacy Policy' will appear on the login page below the link for forgotten passwords (no such link will display if a value is not supplied for this in Builder).

Clicking on the privacy policy link will open up a new browser tab showing the link provided (i.e. your own Privacy Policy page).

To configure a privacy policy link, go to Enate Builder and open up the 'Settings' page. Scrolling to the bottom of the 'General Settings' section, Builder users will find the Privacy Policy Link section. Here, users can insert the http/s link to their company's privacy policy. Once inserted, this link will open when a user clicks on the privacy policy link on the Enate login page.

As part of our ongoing efforts for enhancing EnateAI's capabilities in the IDP space, we've expanded the Invoice Model's awareness by integrating twenty commonly used fields into the data extraction pipeline powered by Azure Form Recognizer (AFR). These fields are designed to capture essential information from invoices, ensuring accurate and consistent data extraction.

With the addition of these fields to the Invoice Model, you will now see these fields appear in the Json output file structure even if there is no value to be populated.

This enhancement allows the extracted data to be seamlessly used with any integration tool (e.g., SnapLogic, Azure Data Factory, Power Automate) for slicker processing and automation. In future updates, we plan to expand the list of standard fields further to support other document types.

We’ve focused on the key pieces of information that typically matter most in financial operations. And while these twenty fields are now standardized, you'll continue to see additional data captured, displayed under KeyValuePairs and Tables.

Here’s the full list of the standard fields for the Invoice Model:

• Invoice Number

• Invoice Date

• Due Date

• Vendor Name

• Vendor Address

• Vendor Contact

• Customer Name

• Customer Address

• Customer Contact

• Billing Address

• Shipping Address

• Purchase Order Number

• Terms

• Line Items

• Subtotal

• Tax Amount

• Total Amount

• Currency

• Notes

• Payment Instructions

This standardized approach ensures better structure, better data consistency and smoother integration across various platforms.

An update we’re introducing as part of the April 2026 Feature Wave is additional configurable Routes (Aliases) for both normal and Graph API Outbound Email Connectors. Previously, only Inbound Email Connectors had the option for additional configurable Routes.

Here’s how you set up additional routes for your Outgoing Email Connectors..

Setting up Additional Outbound Email Routes

Once you have finished configuring an Outgoing Graph API Connector and set it live, you can if needed create additional Outgoing Email Routes - this allows you to define multiple 'From' email addresses Aliases for this outbound connector.

To do this, navigate to the Routes page in the Email section of Builder. Once there, locate the Outgoing Connector that you wish to create an additional Route for and click to add a new Route.

In the resulting pop-up you will need to give your new Outbound Email Route a Name, a Description and Email Address, i.e. the additional Alias ‘From’ address you're adding to the connector. The Email Connector Name will default to the name of the Connector you are creating the Alias/Route for.

After you have finished with your configuration, you will need to 'Test Connection' of the Route. After you have a successful 'Test Connection' you can Enable the Route, and then click Save to set it live. Once you set a Outgoing Connector Live, you can not change the direction to Incoming.

Once your new Outgoing Email Route (Alias) has been created, it can now be used as a legitimate 'From' email address when configuring Cases, Tickets and Actions in your processes.

Yes. Just like with Inbound Connectors, all Outbound Connectors will have a default Route, which you create while setting up the Connector. The default Routes will be automatically enabled once you have set up an Outbound connector and as these default Routes are Connector level Email Routes.

As part of our move towards explicit outbound email addresses and configurable outbound Routes/Aliases, we are changing the way that the standard system outbound connector approach works. Previously, some email routing happened behind the scenes via the "System Default SMTP Gateway”. To give Builder users a greater visibility of outgoing email configuration, Enate is retiring the "hidden" system default and replacing it with a fully visible, manageable connector called ‘Outgoing Connector’.

This new ‘Outgoing Connector’ will be visible on the Connectors page in Builder and will be fully configurable. Additionally, the Outgoing Connector will be visible on the Email Routes page of Builder, where users will be able to see and interact with all the email routes that previously fell under the old ‘System Default SMTP Gateway’. Builder users will be able to add, delete and edit these outgoing routes.

As part of the migration to this new approach:

• A new Outgoing Connector will be created to replace the old System Default SMTP Gateway.

• All outgoing routes that previously operated under this old Gateway” will automatically be reassigned to the new ‘Outgoing Connector’ and will instantly be created as visible Routes on the Email Routes page.

• Additionally, any previously created Outbound Connectors will show on the Routes page along with their default Route.

As part of these changes, there is a change to be aware of when setting the 'From' email address in Case & Ticket configuration. The system now performs a validation check to ensure that the email address set for this is linked to an ENABLED mail connector that is set with either 'Outgoing' or 'Both'. Previously, if an unconfigured email address was set used, this would fall back to the system default gateway connector - that fallback no longer exists.

As mentioned above when setting Case & Ticket Processes live, the 'from' email address must be linked to an already Enabled 'Outgoing' or 'Both' Connector. However, this can result in a pre-go live problem: in Production environments, you will very likely not want to set a connector processing incoming emails to enabled until the very point of go-live. Below are recommendations for how to set a 'Both' Connector to enabled in advance, to allow you to set Live Case & Ticket processes which reference it, but without yet processing live incoming production emails:

In order to all you to set your 'Both' connector to Enabled, you can set the Folder value to a dummy email Folder which will not be receiving incoming production emails. Note: this email folder would still need to exist, so you would need to speak to your email administrator to create the folder.

Once that is set, you Test & Enable the connector as normal. Because this folder path does not point to a production folder, the connector can be enabled and referenced in Builder process configurations without triggering production email processing.

As you hit your go-live point, steps would be as follows:

1. Remove / Repoint the dummy folder path from the connector

2. Rerun the test connection

3. Re-enable the connector

This keeps the go-live 'switch on' activity very familiar - you're still coming to the mail connector to enable things, with one additional step of adjusting the folder.

If you do not wish to use the above dummy folder approach, there is an alternative method that can be used: replacing the single 'Both directions' connector with two separate connectors, one for Incoming and one for Outgoing (each still referencing the same email address). This allows you to decouple of the 'Enabling' of the outbound connector from the inbound connector. At the point of go-live you would test and Enable the Incoming connector as normal. If you have a very large volume of email connectors, you may not wish to use this approach due to duplicating such large numbers of connectors.

We've simplified record count configuration for Cases and Tickets in Builder to accompany the new Forecasting feature. If you are using the 'Effort Estimation' feature, record count will be used as part of calculating the estimated effort of a work item so it is important that it is filled in correctly.

We have changed how you configure record for Cases and Tickets in Builder. Previously, record count was configured in the 'Case info' tab of a Case or in the Ticket category within a Ticket version. Now, record count is now configured at a process type level in Builder, i.e. when configuring Case types and Ticket Category types from the Service Lines screen.

This change means that changes can be made in significantly fewer places without needing to re-version the whole Case/Ticket configuration.

You can now also add description text to a record count to describe to your Service Agents how they should use record count for in that particular process, e.g. Payslip Count. The description will show next to the record count setting in Work Manager at runtime.

Record Count can now also be added to work items as part of creating them via Bulk Create.

Configuring Record Count for a Case

To enable record count for a Case, go to the Service Line screen in Builder, select the Case type you want the Record Count to show for and switch the new 'Enable Record Count' option on. Work Manager users will now be able to enter a record count for processes of that Case type.

To enable record count for a Ticket, go to the Service Line screen in Builder, select the Ticket Category type you want the Record Count to show for and switch the new 'Enable Record Count' option on.

Work Manager users will now be able to enter a record count for Tickets in that category.

If you switch 'Enable Record Count' on, you'll also be able to add a Record Count description to explain to your Service Agents what you want them to use record count for in that particular process, e.g. Payslip Count.

If record count has been enabled for a Case or Ticket, it will appear for Work Managers on the system card of their Case or Ticket screen. They will be able to view the description written by the Builder user and add to the record count itself.

In this version of Enate we've focussed on making a wide range of number of smaller adjustments, enhancements and fixes throughout the system, mixed in with some useful new features which are detailed below:

Enhanced AI Integrations Control

In the AI space, we've added a couple of useful features to give you more control and precision on where and how you implement

• You can now set your own Confidence Threshold for the Integrations you've switched on in Marketplace, allowing you to adjust the levels of work that Agents verify for any automated activity.

• You can now opt specific Email Mailbox Connects out of Email Integrations you're running, letting you implement new AI technology while safeguarding specific work activities which you want to keep running as-is.

Incoming Email Improvements

We've made a number of enhancements relating to how incoming emails are treated, to make sure

• made changes to , to allow more of them to be processed.

• Added support for which let you process incoming emails where Enate has been Bcc'd.

• changed , to ensure mails sent from 3rd party systems which could be confused with those get processed.

Enate's Binary Storage is used for storing raw communications, communication attachments, files attached to work items, and files exported from Advanced Search views. Enate is always provisioned with the primary binary storage configured in an Enate Azure tenant. However, with the arrival of v2023.5, you've now got the option of .

In addition to these enhancements we've added a large number of fixes to help improve and stabilise the use of certain recent features. You can check out this in the section.

When creating an email route containing a wildcard route, there are some important rules that apply, to keep routing of incoming emails working consistently at runeimt. See the table below for a full list of rules regarding the use of working with Email Routes if wildcard (i.e. '*') email routes are involved.

Note: The system will show error messages when a user attempts an activity which may break these rules.

If a user attempts to move a route into an order that does not correspond with the required hierarchy, the route will return to where it was and a error message will be displayed.

With the introduction of version 2023.5, Builder users will now have the ability to set the confidence levels for their Integrations (such as EnateAI's) in the General Settings section. This will give users a greater level of control and flexiility when implementing Integrations into their operations, letting them quickly and easily adjust Integrations confidence levels as needed to allow more of fewer Work Items to be passed via Agents for verification after AI has taken some action.

How to find the EnateAI confidence level settings

Within Builder, go to the General Settings page, then to the 'Integrations' section.

This section allows users to set the confidence Thresholds for all available Integrations which use them. level for:

• Document Classification Integrations

• Email Classifications Integrations

• Document Extraction Integrations

• Thank You Email Integrations

To set the confidence level users simply need to move the slider for the desired integration. The higher the confidence implies a greater degree of trust in the results of the integration, while a lower confidence level will see a greater degree of human involvement.

If users do not have a specific integration activated in the Enate Marketplace, there will be a 'Get This Integration' button displayed instead of the slider. Clicking on this button will take the user to the section of the Enate Marketplace where the Integration offerings for that confidence level option are.

For Integrations that do not work with Confidence Thresholds, no sliders are provided. Examples of this are Sentiment Analysis and Email Data Extraction Integrations.

These confidence threshold sliders control the threshold levels for ALL Integration patterns, no matter which technology provider has been enabled for it in Marketplace.

As part of of this Feature Wave, we are improving the recording of a user’s times spent in a given User Group. This ensures that reporting isn't just a reflection of which Group Users are in now, but a more accurate record of which Groups Users were in and when. This will help give operations managers & team leaders more accurate information in their reporting, particularly in environments where users move around between groups regularly. The additional data in the Data Warehouse will allow report builders access to historical user/group data to supply more accurate information into the operational reports they create.

Previously, when a User was moved from one group to another, the data of their time spent in the first group came across with them, creating inaccurate data for the new group occupancy, and losing the information about their time spent in the previous group. This resulted in user utilization and capacity reporting becoming historically inaccurate. Now, by introducing Effective Dating, this historic data is not lost if a user is moved between User Groups: that capacity is always attributed to the correct team for the correct period.

What Data is recorded

Details are as follows (this information is for any report builders, to allow them to accurately interpret data in the Data Warehouse when building their reports:

The following information will be stored for each user in a User Group, stored in the tblUserGroupUsers table in the Data Warehouse:

This datestamp information will be recorded every time a user is added to or removed from a User Group.

Population of data for migration

As part of migrating to this Feature Wave, date stamp values will be set for users that are already in, and have already left, a User Group. The logic for this is as follows:

• Users who are currently in a given User Group:

  • ‘Holds From’ date: set as the last date of activity for that User/UserGroup Combination - the assumption being that that this is the date the user was added to the Group.

• Users who were previously in a given User Group:

We’ve introduced features and rules to help keep emails (and email chain) file sizes optimised – this helps keeps overall system performance of your - and your clients’ - systems running well.

As part of this, changes have been made relating to your email signature templates, i.e. the standard content that you’ve defined to go at the footer of mails you send. If the image files for signatures aren’t chosen appropriately (for example pasting in a very large image file and adjusting to fit), this can often lead to unnecessarily large email file sizes each time you send, which over time can reduce performance of the systems handling the mails.

To help combat this, the following changes have been implemented:

Recommendation to optimise your signature:

If your email signature template is over 200KB, when you’re in a Work Item and you select to write a mail, the system will show a message recommending you optimise the signature size, along with a link to your User Settings page to let you do this.

This message may also show immediately upon logging into Work Manager, until your signature is below the 200KB recommendation.

How to Optimise your Email Signature:

You can click the warning popup link link, or independently go to your User Settings page. Whenever you are adjusting your email signature template here, you'll be able to see the file size. If it exceeds the limit it will show in red and you'll be asked to reduce the size. You can either choose a smaller file, or hit the ‘Optimise’ button.

Click the Optimise button to compress the file sizes (this won't change the image dimensions).

Once you’ve optimised the signature size, you’ll be able to Save your changes.

Please note that as part of the upgrade procedure, any extremely large email signature templates, specifically email signature templates over 2MB in size, are automatically deleted from your user profile upon version upgrade. Users will need to recreate their signatures via their User Settings page.

In order to enhance your experience when creating an AI Policy in EnateAI's AI Analyst, we have made some changes to how you can test and improve your policies / prompts before you set them live. When you now go to test an AI Policy, you can use power of AI to improve and iterate your original prompt over the course of multiple test attempts. As part of this change, there have been some changes to what you see then testing an AI Policy, so you can look at each set of results as you iterate your prompt.

Changes to Policy Testing screen

The screen for testing your AI policy is now split into three sections, allowing you to review your initial set of results and then iterate a further two times if you wish.

Once you have uploaded the files you are going to use in your test and selected to test the policy, the Test AI policy screen will appear. The first test will instantly appear on the left hand side of the screen displaying the prompt that is being tested. Once the test finishes and you can view the test results, if you're happy with the output of the test you can go ahead and click to 'Save & Set This Policy Live', or just 'Save this Policy' if you don't yet wish to set live.

Iterate the prompt with AI

If you're not happy with the results you can select the 'Use AI to Iterate Prompt' button in the second section. The AI will then iterate the prompt used in the first test to improve it, and will then immediately rerun the test. You will be able to see the adjusted prompt text while you wait for the second test to complete running.

Once the second test has been completed, you'll have exactly the same options available to you for the Policy for a final time: Save it; Save it & Set Live; or choose to iterate with AI and run the test one last time.

At any point you can choose which iteration of the prompt you wish to save or save and set live. Please note that once all three versions of the prompt have been tested, if you're still not happy with the results you will need to start the process again in order to generate any further sets of test results.

Volume & Workload

A deeper look at what's coming in, what's going out and where the backlog is building. Use this tab for capacity and workload planning.

Volume & Workload tab.

KPI cards

• Work Items Started, Work Items Open, Work Items Overdue, Work Items Closed - as defined on the Operations Summary tab.

• Work Items On Target - open items still within their due date, i.e. the team still has time to resolve them before an SLA breach.

Visuals

• Daily Volume Trend - day-by-day received vs closed. Diverging lines (received rising, closed flat) mean the backlog is building.

• Status Breakdown By Customer - 100% stacked bar; each customer's work split by status. Good for comparing workload health across customers at a glance.

• Queue Wise Count - volume of work items per queue, highest first.

• Ageing Distribution - open items grouped into age buckets (0–2, 3–5, 6–10, 11–15, 16–20, 21+ days). Large bars in the older buckets flag a backlog problem.

• On the trend charts (Daily Volume Trend and Monthly Volume – Received vs Closed), Work Items Closed is counted by close date - the day the item was actually completed - so each period shows the work finished then, regardless of when it arrived

• The Work Items Closed KPI card on the Volume & Workload page works differently: it is based on the start date. It counts items that were started within the selected period and have since reached a closed status. So the card answers "of the work that came in this period, how much is now done," while the trend charts answer "how much work was completed in this period.

As part of the April 2026 Feature Wave, we are changing the way emails which are automatically sent out from Enate work (i.e. system-generated emails). As part of this the ‘Unmonitored Email Address’ setting in the General Settings section of Builder will no longer be used and is being removed.

What’s Changing?

Enate is removing the Unmonitored Email Address section from General Settings in Builder, meaning that Admin users will no longer set the Unmonitored Email Address for outgoing admin-type emails. This may previously have been something along the lines of ‘no-reply@yourcompanyname.com’.

With the new approach, admin emails like this which are sent out from the Enate system have a standard unmonitored email address. This new address is:

• no-reply@enate.app

For private clouds, Enate will work with clients to create domain names.

Email Templates Approach

Additionally, system standard emails (i.e. with email content defined by Enate) will now be used when notifying Enate users for the following admin activities:

• New Agent User Creation

• Forgot Password & SSO Forgot Password

• Password Reset Confirmation

• Any other Standard System Notifications

This means that any Email Templates which you may have previously created / modified will no longer be used for these purposes. Such templates will no longer be viewable or editable in Builder

In addition to this new standard unmonitored email address being used for the above admin activity email, it will also now be used for system-generated ‘Ticket-Rejected’ Emails.

Previously this type of email, generated when a ticket was created without a specific category, would have been sent with the same ‘unmonitored’ address that clients could define in Builder. Please note that the client-definable/editable email template content for ticket rejected emails will still be used for this activity.

With the release of the November 2025 Feature Wave, the credit costs for using each adapter within the Enate Marketplace will now be displayed as part of the adapter information, e.g. '5,000 emails per 1 Enate Marketplace Credit'. Speak to your Enate Account Manager regarding the purchase of Enate Marketplace credits for your adapters.

See below for an example of this information display:

As part of the November 2025 Feature Wave, we are introducing the ability for agents to bulk resolve Tickets and Actions via their Homepage Grids. This is extremely useful for agents in instances where spam emails have created multiple Tickets that are now taking up view space in your Homepage Grid.

The steps to bulk resolve multiple Tickets in your Homepage Grid are as follows:

• Select which Tickets / Actions you want to resolve, up to 50 items*. *If you select more than this, you’ll get a message asking you to deselect some before continuing.

• Once you start to select items, the bulk activity options will show at the top of the grid. Click on the ‘

On each tab below is the video overview of the features which we released in that version of Enate. If you're upgrading from one of these older versions and want to see what you'll be getting, watch each one in turn, up to the version you're moving to..

In the November 2025 Feature Wave, we are introducing some new enhancements to the existing Sentiment Report.

The changes to the graphs displayed as standard are as follows:

We're introducing a new way to describe & display sentiments, now showing as emojis with the overall email count and percentage of total count for each. The positive and negative smileys are interactive, i.e. clicking on them will filter the page content accordingly. This updated display replaces the previous pie chart style display showing sentiment share.

This chart will replace the old chart - Email sentiments by Work Item SLA''. The legends of the new chart are as follows:

• High Priority Zone: SLA Not Met + Negative Sentiment.

• Success Optimization Zone: SLA Met + Negative Sentiment.

We have added the functionality around auto-adding content into emails. Previously, files could be auto-added to email content based on their file tag if the file tag matched the variable set in the email template. We have now improved on this functionality and included ability to auto-add hyperlinks into email body content based on their tags. Links will be injected anywhere in email body text that the 'Links' variable, available in email templates, has been added.

To use this functionality, when creating an email template, insert the new 'Hyperlinks' field variable in the email body when you would like your links to appear.

Then go the the Files/Links tab and select which tags you want files/links with to be auto-added into the email.

At runtime, any files/links in the work item with these tags will be auto-added to canned email content.

Here's an overview of some of the feature updates you'll find in version 2023.4 of Enate

New Feature: Approval Flows

There's more integrated support for managing approvals in your flows, with the introduction of 'Approvals' Action types. This can deal with various kinds of Approval request types, such as an incremental multi-level set of requests to handle one after another, or sending approval requests to a group of people in one go, needing one or all to approve in order for your the business process to continue.

• Supports multi-level, incremental request sending as each level is approved

• Supports sending request to groups and requiring any approval / all approval to continue

• Upload your Business rules for approver selection (no matter how complex), make complex decisions on approves dynamically as part of your flow,

We have added another integration to our expanding range of EnateAI components - this time we're releasing , starting with Document Extraction. It's available now in your Enate Marketplace. When enabled, this will automatically extract the relevant data from files attached to incoming mails and turned it into structured data to be used in your processes. If the results of the scanning falls below a confidence threshold, the data is presented to Agents to review and adjust as necessary via Validation screens. This integration is also now available in Marketplace from other providers such as and Azure.

We've added a new feature in Marketplace for - when this is switched on, the system analyses all attachments in incoming emails, assesses how they should be classified, and tags them accordingly in your Work Items, saving your Agents' time and effort.

We've expanded the ability to auto-add content into emails based on tags to as well as file attachments. Now, when email templates are being constructed, relevant links from your Work Item can be injected into your emails. Just specify the location you'd like them to appear in and which tags the system should look for to add.

We've added a new optional feature to help with - this is to help Team leads and operations managers with better scheduling of work by giving them a view of where time is being spent day-to-day.

We've made some important changes to , to keep the Inbox focussed on the work which needs doing. If it's assigned to you or one of your team members, or it's in a state of To Do or In Progress, you'll see it in the Inboxes. Everything else, such as items in a Wait state, you'll find in the Owned Work views.

We’ve improved the user experience for customers who have more than one SSO set up. Now, users just have to type their username or email, and Enate routes them to the right SSO provider based on their domain. There’s no need for manual selection. Please speak to the Customer Success team if you’d like to set up multiple SSOs.

As part of the July 26 feature wave, we are rolling out the Phase Two of our improved SSO login system. This new SSO login system is designed to ensure users whose companies use MULTIPLE SSO Providers have a smooth experience when they log into Enate, without having to contend with cluttered login pages of multiple SSO providers.

Note that users in systems where there are no SSO providers, or only one, will remain unaffected and their login experience remains as-is.

How does the new multiple SSO system work?

Configuration required to use new Multiple SSO Login approach

Phase one of this change added a new attribute to the SSO setup in the 'General Settings > SSO Settings' section of Builder. Now for each Identity Provider you add, you can set a 'Domain'.

This sets this Identity Provider as the one to use when logging in users whose accounts have this email domain in their mail address.

The change to a new login experience / options only takes effect once ALL Identity Providers in your Enate instance have had a Domain value added.

If this is NOT switched on for all Identity Providers, users will continue to experience the same as normal, even if this includes one or more SSO Providers.

In system which have multiple SSO Providers set (and for which ALL Domain values have been set), once the SSO Domain addition is complete, the next time users go to log in they will first be asked to enter their login, which can be either:

• their UserID e.g. 'Jane Smith' OR

• the email address associated with their account, e.g. 'JaneSmith@acme.com'

This is a one-time activity, and supplying this this will allow Enate to automatically recognize them on all subsequent logins. Note: This will also happen for brand new users, the very first time they go to the login page.

Once this is entered they will then be taken to the next login step, where they click 'Continue With SSO' to finish logging in (they can alternatively choose to enter their password to login).

After this they will be logged in and will see their Enate system screens as normal.

On all subsequent logins, the user will be taken directly to this 'Continue with SSO' option screen, and will be able to login with a single click on the 'Continue with SSO' button.

1. If NO SSO Providers are set up, users will see the standard login screen:

1. If just ONE SSO Provider is set up in your Enate Instance, users will see the standard login screen, with the single provider SSO login option available.
2. If MULTIPLE SSO Providers have been set up in your Enate Instance, but a domain has not been set for all of them, users will see the standard login screen, with multiple provider SSO login options available.

If a user encounters an error when trying to login via SSO, an error message will appear directing them back to the login page where they can log in using their password.

As of Enate version 2024.1, when your Enate system is set to use 'Plus Addressing Only' mode for how it processes and routes emails, your end clients will now see an additional line auto-inserted into the emails they receive. This line contains guidance on how to best respond to the email, based upon their intention to either start a new business request or continue corresponding on the same item. This is the new line they will see.

The content of the additional line can be modified from the Email Templates section of Builder. The default text is available in all supported languages.

This new text will append itself to outgoing emails as follows:

• to the top of system generated emails.

• at the bottom just above the signature, above the feedback footer for manually composed emails.

By default, the content will read as follows:

'##- For responses related directly to this request, please send a reply email. Please do not adjust any email addresses in this mail. For NEW requests, please create a brand new email instead. -##'

The intention here is to avoid erroneously creating brand new tickets from incoming emails where the client really intended just to continue correspondence. The note regarding email addresses is to encourage client users to leave Plus Addressing-style email addresses as-is rather than removing or adjusting them when they send a response back in.

As part of this new feature, a new 'Reply Instructions' Email template is available within the Email Templates of Builder. This will allow users with the required feature access to specify alternative content that you wish to show to your client users instead of the default.

If the reply instructions are on a manually written email, the reply instructions will appear just above the Enate user's signature.

If the email is one which has been automatically generated by the system, these reply instructions will appear directly at the top of the email body text.

The 'Reply Instructions' template will only be available to be used when the 'Plus Addressing Only' option is toggled on in the 'General Settings' of Builder. When this option is enabled, users will see a notification message saying that the 'Reply Instructions' template is enabled as well as a link to allow the user to view/ modify it.

Builder users can reach the template by either clicking on the link that appears in general settings or by finding it from the template list in the same manner they can find all other Email templates. If users have the ability to edit templates turned on then they can select to edit the template, otherwise users can only view it. If a user clicks to edit the template they will see that the purpose of the template is already set to 'Reply Instructions'. This cannot be changed, however the name of the template can be modified.

Users will be presented with default description text and default instruction text in the body of the email. Both of these default texts can be edited.

For users to be able to edit the 'Reply Instructions' template they must have the option to edit templates enabled in User Roles. By default, users with 'System Administrators' Builder Role will be able to edit the 'Reply Instructions' default email. Add 'Edit Email Content' to the Builder User Role of other people you wish to have this access.

This update simplifies the process of activating new email connectors. Now you can turn on outgoing mail first, test it works, then switch on incoming when you're ready.

With the release of the July 2026 Feature Wave, admin users will now be able to control the incoming and outgoing directions of a bidirectional email connector independently, rather than using a single toggle that switches both directions on or off together.

This enhancement will allow admins to, for example, enable outgoing email processing on a Connector as part of go-live prep, before enabling the Incoming email functionality. This can help when Case or Ticket processes need to be set live, and must have a live outgoing email connector configured in order to do so.

If something goes wrong with one direction, for example an IT change revokes send permissions, admins can disable that direction alone rather than taking the whole email connector offline and halting processing in both directions.

How to use Bidirectional Email Connector controls

Builder users can control bidirectional email connector controls by simply going to an email connector and either enabling or disabling the desired direction toggle. Each toggle operates independently of the other. It should be noted however, that a user will first need a successful connection test before being able to edit directional controls of an existing connector or setting them for a brand new connector.

Testing of these connectors before being able to enable them works exactly as before.

On the Connectors list page, the Enabled column now shows the state of each direction separately.

• You can disable a direction directly from the list.

• To enable a direction, you will need to open the connector, complete a successful test connection, and save.

Disabling Incoming is unrestricted and requires no confirmation. Disabling Outgoing shows a warning, since processes elsewhere may depend on it to send mail, but does not block the action.

Overview

To help with easier management of Schedule information in Builder, we've added further filters which highlight which data is expiring soon or already has done, to help you better manage which schedules records you need to upload more data on to keep their related processes running as desired.

Now, when you go to the schedules screen you'll see the number of schedules that have expired at the top.

You can also use the new filter function to see schedules that have already expired or are about to expire in certain time frames. The options are:

• Already expired

• Expiring within next 7 days

• Expiring within next 30 days

• Expiring within next 90 days

• Select Date - here you can choose a custom date.

Note: for a list of recent changes to Enate Marketplace integrations, see .

2023.5.9.0 is a Hotfix release for version 2023.5 of Enate that contains one bug fix which has been added since the release of the previous version. There are no new enhancements, features, breaking changes or additional breaking API changes in this release, and no additional known issues.

The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.

2023.5.8.0 is a Hotfix release for version 2023.5 of Enate that contains one bug fix which has been added since the release of the previous version. There are no new enhancements, features, breaking changes or additional breaking API changes in this release, and no additional known issues.

The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.

2023.5.7.0 is a Hotfix release for version 2023.5 of Enate that contains a bug fix and an enhancement that have been added since the release of the previous version. There are no new features, breaking changes or additional breaking API changes in this release, and no additional known issues.

The change log contains a detailed list of the bug fixes in this version. There are no new features, enhancements and no new known issues. A downloadable copy of the Bug Fixes Change Log is available below.

Note: for a list of recent changes to Enate Marketplace integrations, see .

Bug Fixes

Enhancements

This is the production release for the November 2025 Feature Wave of Enate. It contains a number of new features, enhancements and bug fixes.

The November 2025 Feature supports Angular Version 21. If you are using an advanced Enate Customer Card, please review the Angular versions your code relies on. Your code is built on this framework, and compatibility issues may occur between releases. When Enate upgrades to a new major version of Angular, you should validate your code against the updated framework to ensure everything continues to work correctly.

We will make every effort to notify you in advance if we are aware of any breaking changes. However, code ownership and maintenance remain the responsibility of Enate customers. More info here -

We have added an extra option when it comes to marking custom data fields as mandatory. Fields can now be set to only be required at the point of Resolving a ticket or Action, rather that for any update, letting you fill in information incrementally as you get it, while still making sure procedure is followed in order to move on in process.

Previously, when a custom data field on a custom card was marked as mandatory, the agent in Work Manager had to fill out the fields marked as mandatory before they were able to submit or change the status of the work item.

Now, we have added an additional option that works in conjunction with the mandatory field setting called 'Only on Resolve'.

When this setting is ticked, the validation check to make sure that all mandatory fields are filled in only happens when a user clicks to resolve a work item successfully, instead of every time the submit or change the status of the work item. This should help avoid scenarios where agents must fill in any mandatory fields, even though the change in work item status no longer requires the data fields to be filled in e.g. when rejecting a Ticket as spam.

The validation check for when only the 'mandatory' option is set runs every time a work item gets submitted or the status gets changed. This means that when an agent clicks to change the status of the work item, regardless of what that status is the system will still run a check and ask the agent to complete any mandatory fields that are yet to be filled in in order to proceed every time the user clicks to change the status of the work item.

We've made some important changes in v2023.4 to how your home page grid displays data, to keep the Inbox focused on the work which needs doing. We've listened to your feedback and reverted primarily to the way the system behaved prior to recent logic changes we made which had results in items in a Wait and Resolved state show in the Inboxes. This pattern has now been removed.

The headline explanation of Grid display rules in your Home page is now as follows:

• If it's assigned to you or one of your team members, or it's in a state of To Do or In Progress, you'll see it in the Inboxes.

• Everything else

The EnateAI Document Classification component, available in Enate , analyzes the attachments of incoming emails and automatically classifies them with a tag.

This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.

Check out this video to find out more:

Tagging is very helpful to add more structure to your files information, and it opens up further features such as auto-attaching files with certain tags to emails being auto-sent by the system, or into canned response mail sections in emails you're composing. Similarly, file tagging allows external automation routines to know which specific files to pick up from a work item at various points in the process, so it can often be crucial to do this if a file tag is needed later on in the work item's processing.

If at any point EnateAI is not confident of its results, based on a confidence threshold that Builder users can set via the Integrations section of the General Settings page, Enate will highlight this to a service agent in the files tab of a work item for them to look over and complete, giving you that 'human in the loop' support.

A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.

In 2024.1 we've simplified how estimated effort for your work items are configured to accompany the .

We have changed how you enter and update initial estimated efforts for Actions and Tickets in Builder. Previously, estimated effort was configured in the General Settings of an Action or in the Ticket category within a Ticket version. Now, initial estimated effort is configured at a process-type level in Builder, i.e. when configuring Action types and Ticket Categories from the Service Lines screen. See below for more information about how to configure estimated effort for a or . Providing an initial estimated effort value helps Work Manager users keep to their SLA’s and provide a timely service.

This change means that changes can be made in significantly fewer places without needing to re-version the whole Case/Ticket configuration - changes will take effect for the next Case/Ticket that is created.

We've also added the ability to enter an initial estimated effort value for Cases in Builder too - previously it was only available for Tickets and Actions. See below for more information about .

We are also showing the average time it took to complete Cases, Action and Tickets on the relevant Case Type, Action Type and Ticket Category screens to help suggest an appropriate value. See below for .

As part of this Feature Wave you will now be able to use an Authentication Certificate for your Authentication Method when using Office 365 SMTP as your email service for outgoing email connectors. This is to help our customers who may have been using SMTP Basic Authentication until now, but will need to transition to a different authentication approach due to Microsoft's impending phasing out of SMTP Basic Authentication support. This option is available when choosing 'Office 365 (SMTP Relay)' or 'Other' as your Email Service.

If you configure your outgoing email connector's Email Service as 'Office 365 (SMTP Relay)', you will be able to chose either 'Authentication Certificate' or 'None' as your Authentication Method.

If you chose the Authentication Certificate option, you will be presented with a file box where you can either drag and drop your .pfx file, or browse your files for it. Additionally there will also be a Certification Password box to add your connector's Certificate Password.

With the release of the November 2025 Feature Wave, Enate is introducing a new feature to help you when you find yourself trying to reply to a closed Work Item in Enate, something which can happen if you're sending a mail through to a related work item that is being action by a team in another department*.

*Example: Team A sends an email from an Action that starts a new Ticket for Team B. In the meantime Team A completes that Action, after which time someone in Team B wish to send a reply back to the original Action asking for more information.

Enate does not allow mails to be send to closed Work Items, so you need an alternative here. The system now helps you out by auto-detecting that the work item you'd normally be sending the mail through to is now closed. You'll be presented with a pop-up giving alternative work items that the mail can be sent through to. For each alternative option you'll see:

• the closed Work Item reference number,

Overview

We have added a new component in Enate Marketplace, called Document Classification, that analyzes the attachments of incoming emails and automatically classifies them with a tag.

This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.

Check out this video to find out more:

Tagging is very helpful to add more structure to your files information, and it opens up further features such as auto-attaching files with certain tags to emails being auto-sent by the system, or into canned response mail sections in emails you're composing. Similarly, file tagging allows external automation routines to know which specific files to pick up from a work item at various points in the process, so it can often be crucial to do this if a file tag is needed later on in the work item's processing.

If at any point the technology you're using for this is not confident of the results, based on a confidence threshold that you can set by talking to the Enate Customer Success team, Enate will highlight this to a service agent in the files tab of a work item for them to look over and complete, giving you that 'human in the loop' support.

A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.

When confidence levels are lower, the tag would be highlighted in orange. In this scenario, make sure to confirm it if you agree with the suggested tag in order to set it, or alternatively change it to your preference. Every time you do this, the technology will learn and get a little bit better at suggesting the right tag. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.

This component can be switched on by your admin in the Marketplace section of Enate Builder. It is currently only available from a single technology provider, 'Infrrd', but more variations will become available in Marketplace over time.

There are a few steps to follow when it comes to switching Document Classification component on.

You'll first need go to the to Marketplace section of Enate Builder and click to activate the Infrrd Document Classification component.

In the following pop-up, you'll need to add the URL and account ID of your Infrrd platform.

You'll then need to add the model(s) you want to use. To add a model, you'll first need to make sure that it is already configured in your Infrrd platform. You'll then need to enter the following information, all of which can be found in your Infrrd platform:

• Model ID

• Model name

• API key

You can add as many models as you like. These models are what determines how documents get classified. For example, you might have configured a model that is trained to only identify invoices, so that would be the model you would want to use for your invoice processes.

Once you have entered all of the above information, you'll need to test the connection.

Once the connection has been tested successfully, click to activate.

Once the adapter is activated, you'll need to make sure that the correct model is used for the right process. This involves adding the model to the contract settings of the desired process.

To do this, go to the Service Matrix and open the contract settings of the desired process.

You'll need to fill in the following two settings:

• Document Classification Model - enter the model you want to use here. You can refresh to view the updated list of models available.

• Allowed File Types for Document Classification - enter the file types you want to be considered for file classification here.

You'll also need to make sure that all the file tags you might need are set up in the system. This is done from the File Tag section in the System Settings page of Enate Builder.

You can find more information about .

And you're done.

In Work Manager, when an email comes in for that process with an attachment, if the attachment is of the right file type as defined in the process' contract, it will be analyzed and automatically classified with a tag by Infrrd.

A confidence level will be displayed where such automated suggestions of file tag values have been made, so agents can see just how sure the system is in this classification.

When confidence levels are lower, the tag will be highlighted in orange.

In this scenario, make sure to confirm it if you agree with the suggested tag in order to set it, or alternatively change it to your preference.

Every time you do this, the technology will learn and get a little bit better at suggesting the right tag. If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.

The Operations Performance Overview Report offers 6 dashboards covering work volume, quality, SLA performance, agent productivity, and email communications, all in one place.

The Operations Performance Overview is a single Power BI report inside Work Manager that brings together everything an operations lead needs to run a team day to day - volume, quality, SLA, agent activity and email communications. Rather than jumping between separate reports, you get one report organised into six tabs, each answering a different operational question. These pages explains how to access the report, how row-level security controls what each user sees, and what every card and visual on each tab is telling you.

The Operations Performance Overview report

Report Structure:

The report is made up of six tabs. Click the links to view each tab in detail:

If you would like to see a list of all of these cards across each of these tabs, plus the data sources for each, please check out .

Access to the report, and the ability to edit it, is controlled by feature access in your User Role: If your role grants access, the report will appear in your Reports list, under Standard Reports.

If you make a personalised copy of the report and save it, your copy will be found in My Reports.

The Operations Performance Overview is aimed at the Team Leader standard role. It's available automatically to any user assigned the Team Leader role, and it can also be granted through a custom role that has this report selected in its permissions. Whichever way access is granted, what the user sees on the report is still governed by row-level security, described next.

What each user sees (row-level security)

The report applies row-level security, so two people opening the same report don't necessarily see the same numbers. The data is filtered to the scope your role and reporting line allow:

• Role and permission scope - you see data for the customers, contracts and work you're permitted to view. The filters at the top of the report (customer, contract, service, queue, process, status etc.) let you narrow further, but they can't widen your access beyond your permitted scope.

• Reporting-line scope on Agent Performance - the Agent Performance tab is built on the 'Insights Users' data set, which resolves to the logged-in Team Leader's own team: their direct and indirect reports. A team leader sees their people; they don't see agents outside their reporting line. Metrics such as Work Items Resolved Per User, the Agent Leaderboard, Responsible Agents and Active Users all respect this scope.

• Sharing - you can share the report with another user via the Share button, but only if that user already has permission to the datasets. If they don't have access, they won't see any data in the report.

Every tab follows the same layout: a row of KPI cards across the top giving you the headline numbers, and a set of visuals (charts and tables) below that let you explore the detail. A few conventions apply across the whole report:

Hovering over any bar, line, slice or KPI shows a tooltip: a small pop-up box that appears next to the cursor and explains exactly what you're looking at. It gives the precise figure behind the point you're hovering on plus its supporting detail.

Every chart and visual in this report supports drill-through. Right-click (or use the drill controls in the visual header) to move between month, week and day on time-based charts, to drill into a category, or to open "See Records" / the underlying data as a table and export it to Excel.

You can easily navigate back up from tables showing the underlying data:

Hovering over a visual will usually bring up a 'Drill down' option in the tooltip.

Click to drill in to view the next level visual for this data. Data in the other cards will filtering their display accordingly. Hover again for tooltip and click the 'Drill up' option to return to the original visual display level.

Main Filter - use the filter bar at the top left of the report to focus the report by customer, contact, process (Case/Ticket/Action), queue or work state.

To clear everything, open the main filter display and use Clear Filters.

Click Segment to Filter

Clicking on a segment within a card will filter down data in all of the other cards. The selected segment will highlight.

De-select the segment to unfilter your data.

All report dates use the UTC time zone.

Closed work items are shown for the past year; open/running items show their full history even if that's longer than a year.

Most KPI cards show a small trend badge - an up arrow (▲) or a down arrow (▼) - comparing the current period to the one immediately before it. The comparison window always matches the length of your selected date range: filter to the last 30 days and the badge compares against the previous 30 days.

An up arrow means the metric has gone up versus the prior period and a down arrow means it has gone down. Whether that's good or bad depends on the metric. For SLA Compliance, % Utilisation or Work Items Closed, up is good. For Work Items Overdue, Defects, Reopens or Avg TAT, down is the improvement. Work Items On Target follows the same rule - more on-target work is better, so up is good.

The badge is colour-coded by whether the movement is good or bad, not by its direction: green when the metric moved in a desired direction (whether that's up or down for that metric), red when it moved in the undesirable direction, and grey when there's no change or no comparable prior period (shown as "— No Change" or "--"). So a green ▼ on Overdue and a green ▲ on SLA both mean "good".

We're increasing the capability and control for Admins working in Builder by adding in a number of additional options to the General Settings section of Builder. Previously, admin teams would have had to contact the Enate Helpdesk to have these changes made. This change should make it easier configure and maintain these settings.

See below for a list of these newly available settings. Note that values previously set in conjunction with Enate Helpdesk will already be populated into these fields. Make sure you have a full understanding of these features and what they do before making any setting changes:

• Enable Websocket Integration

• Maximum File Upload Size

This allows you to take advantage of WebSockets to improve performance. If WebSockets are not supported, you should disable this option to revert back to a fallback method.

This setting determines the maximum size of a file that can be uploaded to a Work Item or Email in Enate Work Manager, with the absolute maximum file size setting available being 100MB.

This option can be used at a system level for sending a hidden email copy of all outgoing emails sent by the system to an address for tracking or archiving.

Multiple email addresses can be specified, using a ',' comma separator in between.

Populate this field if you wish to redirect all outgoing emails to this email address / list of addresses, overriding the original recipients.

Multiple email addresses can be specified, using a ',' comma separator in between.

Populate this field if you wish to replace all CC recipients on outgoing emails with this email address / list of email addresses.

Multiple email addresses can be specified, using a ',' comma separator in between.

Populate this field if you wish to replace all BCC recipients in outgoing emails with this email address / list of addresses.

Multiple email addresses can be specified, using a ',' comma separator in between.

This option allows you to set the time the system will wait before logging out log out users after a period of activity (e.g if the active session timeout is set to 30 minutes, then though you are active, you will be logged out after 30 minutes). The maximum time you can set is 23:59:00 hours. If you leave this option blank, it will default to zero, meaning that no time has been set and the session does not expire for a still active user.

This option allows you to set the maximum time that user can remain inactive before the system will automatically log them out. (e.g if the idle session timeout is set to 15 minutes, you will be logged out if your account is idle for 15 minutes). The maximum time you can set is 23:59:00 hours.

This option allows you to set your company that will appear alongside the login section on the initial login screen.

This option allows you to set the header logo that appears in the top left corner of the Work Manager and Builder screens.

This option allows you to set the logo to use as the browser tab icon for all of your Enate tabs.

The AI Email Classification Performance Report displays information relating to EnateAI Email Classification, specifically showing how well this AI is performing in assessing and accurately classifying incoming emails which launch Tickets. Users may use this information as input into deciding if any adjustments should be made to AI settings, e.g. confidence levels set for requesting manual input.

Setup required to use the AI Email Classification Performance Report

In order for the AI Email Classification report to show data, the corresponding ‘EnateAI Email Classification’ integration must be enabled in your system. This can be done in Enate's Marketplace in Builder. When this integration is running, incoming emails which result in a new ticket will generate the data needed for the report.

Accessing the AI Email Classification Performance Report

Access to and the ability to edit the AI Email Classification Performance Report is controlled via User Roles, in the same way as all other reports within Enate. To edit the report users will need the 'Create Custom Reports' feature enabled.

Here are some of the type of information which can be found within the report

AI Classification Performance & Accuracy Report Structure

Tickets from inbound emails

This graph displays the number of Tickets created by incoming emails.

Percentage of emails assessed by AI

This graph displays the percentage of incoming emails that created Tickets and were also classified by EnateAI Email Classification.

This graph displays the number and percentage of AI classifications that were accepted by users.

This graph displays the number and percentage of AI classifications where the Ticket Category selected was ultimately changed by an Agent.

This graph displays the accuracy percentage levels across various level of AI confidence level. For example: “Ticket Categories selected with a confidence level of less than 50% were overriden 76.2% of the time. Ticket Categories selected with a confidence level of 80-90% and over were accurate 92.3% of the time”. This data is a good way to assess how accurate the AI’s assessment of its own findings are.

This graph displays the volume of Tickets categorized by EnateAI Email Classification over a given time period, and the Accuracy levels for them, allowing you to view how the AI’s accuracy is changing over time.

This graph displays the most frequent Ticket categories predicated by EnateAI Email Classification, split by correct vs recategorized outcomes.

This graph displays the AI predicted Ticket categories that are most frequently corrected by users.

If you try to access the AI Classification Performance Report but do not have EnateAI features enabled, you will not be able to view the report and will be met with a pop-up explaining you will need to enable EnateAI features to access it.

If you try to access the AI Classification Performance Report having enabled EnateAI features but not the EnateAI Email Classification integration, you will not be able to view the report and will be met with a pop-up explaining you will need to enable the integration.

We're making a significant update to Enate’s email system: With the release of the April 2026 Feature Wave, outbound Email Connectors now support the use of Microsoft Graph API.

This feature is designed for organizations that want to align their communication workflows directly with Microsoft’s preferred, high-security API protocols for improved security, compliance, and governance standards.

Benefits of Microsoft Graph API

Microsoft Graph API brings some additional features at the server level:

• Sent Items are preserved automatically. Emails sent from Enate via Graph API are saved to the Sent Items folder of the sending mailbox on your Exchange/Microsoft 365 server, giving you a server-side record of all outbound Enate correspondence. For specific information on how Microsoft Graph API handles the storing of sent items see here.

• Modern authentication replaces legacy credentials. Graph API uses OAuth 2.0 via an Azure AD app registration, rather than the username/password or app-password approach.

• Outbound mail flows through the full M365 stack. Because emails sent via Graph API, pass through Exchange Online transport rules, DLP policies, and message tracking logs just like any other mail from your organisation. That means your existing compliance controls, retention policies, and audit trails apply automatically, with no additional configuration needed.

Configuring an Outbound Graph API Connector is very similar to configuring Inbound Graph API Connectors which are already present in the Enate system. For a full set of detailed instructions on configuring permissions and credentials for a Office 365 Integration see .

Once you have finished configuring an Office 365 Integration, you can move ahead and create a Outbound Graph API Connector. First go to the Email Connector page in Builder and select to add a Graph API Connector (i.e. the same as you do if you were adding an Inbound Graph API Connector).

This will bring up the Graph API Connector pop-up for you to configure the connector. Give the connector a name then select ‘Outgoing’ in the Use For dropdown.

You should also set the Primary Email Address, i.e. the email address this connector will be sending mail out From.

After you have finished configuring the Outbound options for the connector, remember to ‘Test Connection’, Enable the connector, and then Save it to set the connector live.

Once you have saved your Outbound Connector and set it live, a default Route will automatically be created, and this new email address will be available to set as a From address in outgoing emails.

Yes. Should you need to make any edits or delete the Connector, the connector will be visible on the Connector page of Builder. However, it should be noted that you can not change the ‘Use For’ direction once the connector has been created.

Yes. You can create additional Routes for an Outbound Graph API Connector via the Routes page in Builder, essentially creating Alias from addresses that can then be used by the system. You can find information for creating additional outbound Alias/Routes on the Outbound Routes page.

As part of the July 26 feature Wave, we are introducing a new way of credentialing RPA Bots which want to access Enate going forward, specifically when using Robots with new APIs versions (i.e. V1 onwards).

This is relevant for your Enate implementation IF:

• You're using a RPA Bots AND

• Your Bots are NOT using the Activity Library AND

• You're wanting them use the new 'V1 and beyond' version of APIs

Throughput, handling time, utilisation and how each agent spends their day. As noted under Row-Level Security, this tab is scoped to the logged-in manager's reporting line (i.e. you see your own team, not the wider operation).

Agent Performance tab.

KPI cards

• Work Items Resolved Per User - average items resolved per agent across the team - a throughput-per-head measure.

• AHT in Hrs -