Integration changes

This document contains a list of changes recently applied to any of the Integrations available within Enate's Marketplace 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.

In this preview release of Enate v2024.1, we've been hard at work creating some brand new features while also improving on existing ones, so let's take a quick look at what we've been up to…

New EnateAI - AI Analyst (Beta)

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.

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 massively reduce the time spent having to wade through huge data files performing intricate analysis, freeing 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.

Outside of this big AI story, we've been focusing on enhancements to help you better deal with client emails in Work Manager...

Unhandled Emails New Features and Improvements

We've made a raft of of enhancements to give you more tools to deal with Unprocessed Emails, which we're now going to refer to as 'Unhandled Emails'.

• Agent users can now create email routing rules direct in Work Manager, from unhandled emails - letting you fix the issue at source so THAT kind of mail never lands in the unhandled email pile again.

• These email routing rules can be run retrospectively to help clear out backlogs of Unhandled emails.

• A Bulk Delete option for Unhandled Emails allows you to clear up large volumes of historic emails which are not going to be converted into work items.

• New Deletion Audit view lets you see the emails which have been deleted as part of dealing with Unhandled Emails.

• New Unhandled Emails Header Icon to give a more prominent awareness of when there are Unhandled Emails to deal with.

Further Email Changes

• Improved Handling of Incoming Reply emails, where someone cc'd on an original mail responds.

• New feature to let you create work items direct from existing emails which shouldn't be attached to an existing work item as they're really about a new request.

• And one last email item: if your Enate system is running with 'Plus Addressing Only' enabled, your customers will now see a new line of text in the emails you send out, recommending to them the best way for them to respond. Note: If your system isn't running with 'Plus Addressing Only' enabled, this change doesn't impact you.

New Extension Properties Feature

• 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.

New Forecasting Feature

• We have added a new feature that enables Work Manager users to provide more accurate estimated efforts for work items, enabling you to plan resource requirements more effectively.

• In the long term, this data can be collated and fed back to admin users to adjust estimated effort timers and to provide more accurate forecasting for future work volumes.

• As part of this feature, we have also made some enhancements to configuring effort estimates in Builder and to record count

Additional Enhancements

• We've created a new Sentiment Analysis Report. With this report you can drilldown into trends on emails arriving into the system and on submitted Feedback - looking at patterns for negative, neutral and positive tone detected in emails sent to you.

• We've added a new option to display a link to your company's privacy policy on the login page.

• We've added some new optional fields on users, customers and contracts.

• We've added a new option in Builder to chose to display Process groups in Work Manager.

You can also check out a detailed list of all these changes and bug fixes in the Release Notes section.

Integration changes

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

EnateAI - Document Classification

The EnateAI Document Classification component, available in Enate Marketplace, 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, check out this article.

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.

Hi, and welcome to the 'What's New' section of Enate Help, where you can catch up on all the recent features and enhancements we've been adding to Enate. In the following sections you'll see explainers for the features which you get with each new version, as well as detailed release notes for any bug fixes and smaller enhancements.

While this 'What's New' section will keep you up to date on all the recent additions to Enate, it's not a comprehensive source of all of Enate's features. For a fuller picture, you should check out the main Enate Help section.

New Integration: EnateAI - Document Classification

The EnateAI Document Classification Integration, available in Enate Marketplace, 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.

Latest Main Release Overview - version 2024.1

In the latest set of updates to Enate, we've been hard at work creating some brand new features while also improving on existing ones, so let's take a quick look at what we've been up to…

EnateAI - AI Analyst (Beta)

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.

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.

Outside of this big AI story, we've been focussing on enhancements to help you better deal with client emails in Work Manager...

New features and improvements to Unhandled Emails

We've made a raft of of enhancements to give you more tools to deal with Unprocessed Emails, which we're now going to refer to as 'Unhandled Emails'.

• Agent users can now create email routing rules direct in Work Manager, from unhandled emails - letting you fix the issue at source so THAT kind of mail never lands in the unhandled email pile again.

• These email routing rules can be run retrospectively to help clear out backlogs of Unhandled emails.

• A Bulk Delete option for Unhandled Emails allows you to clear up large volumes of historic emails which are not going to be converted into work ites.

• New Deletion Audit view lets you see the emails which have been deleted as part of dealing with Unhandled Emails.

• New Unhandled Emails Header Icon to give a more prominent awareness of when there are Unhandled Emails to deal with.

Further Email Changes

• Improved Handling of Incoming Reply emails, where someone cc'd on an original mail responds.

• New feature to let you create work items direct from existing emails which shouldnt't be attached to an existing work item as they're really about a new request.

• And one last email item: if your Enate system is running with 'Plus Addressing Only' enabled, your customers will now see a new line of text in the emails you send out, recommending to them the best way for them to respond. Note: If your system isn't running with 'Plus Addressing Only' enabled, this change doesn't impact you.

New Extension Properties Feature

• 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.

New Forecasting Feature

• We have added a new feature that enables Work Manager users to provide more accurate estimated efforts for work items, enabling you to plan resource requirements more effectively.

• In the long term, this data can be collated and fed back to admin users to adjust estimated effort timers and to provide more accurate forecasting for future work volumes.

• As part of this feature, we have also made some enhancements to configuring effort estimates in Builder and to record count

Additional Enhancements

• We've created a new Sentiment Analysis Report. With this report you can drilldown into trends on emails arriving into the system and on submitted Feedback - looking at patterns for negative, neutral and positive tone detected in emails sent to you.

• We've added a new option to display a link to your company's privacy policy on the login page.

• We've added some new optional fields on users, customers and contracts

You can also check out the dedicated section for the 2024.1 release to see these changes in detail

Recent Releases

In version 2023.5 of Enate, we've focussed on making a number of 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 Connectors 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 how emails with invalid addresses are treated, to allow more of them to be processed.

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

• changed how we identify if incoming emails have been sent out by your Enate system, to ensure mails sent from 3rd party systems which could be confused with those get processed.

More Data Storage Options

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 switching where you store your Binary data to be one of your own Azure storage locations.

..and Lots More Improvements & Fixes

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 Release Notes section.

You can also check out the dedicated section for the 2023.5 release to see these changes in more detail:

In version 2023.4 of Enate, we've added 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.

We've added a new feature in Marketplace for document classification - 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.

We've expanded the ability to auto-add content into emails based on tags to cover links as well as file attachments. Now, when email templates are being constructed, relevant links from your Work Item can be injected into your emails.

A new document extraction feature has been added in Marketplace from Infrrd. 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.

We've also made some important changes to how your home page grid works, to keep the Inbox focussed on the work which needs doing.

Watch this video to find out more about these and other enhancements:

You can also check out the dedicated section for the 2023.4 release to see these changes in more detail:

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 Unhandled Emails alert icon in your header bar to tell you when you've got unhandled emauls.

• Agents are now able to create Email Routes directly in Work Manager, 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.

• A Bulk Delete option lets agents more easily deal with large backlogs of Unhandled emails that aren't going to be made ino work items.

• A new view lets you see a list of these deleted emails, for example for auditing purposes

• Improved Filtering lets agents search based on data ranges in this area.

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.

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.

A brand new feature we've introduced is the ability for Work Manager agent users to create email routing rules as part of dealing with Unhandled (previously 'Unprocessed') emails, and to do this directly within Work Manager - previously this could only be carried out by Admins via Builder. Creating these rules helps stop equivalent future emails from landing as Unhandled emails, ensuring that a Ticket or Case gets created for them. This reduces future Unhandled email volumes and makes sure work can start on these items more quickly. To provide an element of control, the ability of Work Manager users to create new email routes is an option which can be turned off/on in via User Roles in Builder.

Once these rules are created in Work Manager they're instantly live and working, however Admin users in Builder are notified of any new routing rules created in this way, and these remain marked for their attention until the Admin acknowledges them. Admins still have the ability to adjust or even turn off such rules after assessing them.

Granting Access to Work Manager users to create new Email Routes

Feature Access to be able to create new Email Routes in Work Manager is controlled via Enate's User Role system, with a new option being added to the Email View Options section.

How to create a new Email Route in Unhandled Emails

While dealing with an unhandled email in the Unhandled emails section of the Email Inbox page, if you choose to have the email processed into a Ticket / Case (by clicking 'New Work Item' option), you'll be met with the following popup:

You can search by email route (which will auto-populate the Customer/Contract/Service/Process fields based on suggestions for the mailbox address selected), or can manually select. Clicking Create at this point will create the specific Ticket or Case from the email, as normal.

However, if you also wish to have the same thing happen automatically ongoing, you can click on the 'Apply to other emails' link at the foot of the popup before you hit 'Create'. If you've selected this option, when you hit 'Create' two things will happen:

• A small confirmation message shows confirming that a new work item has been created.

• A further popup screen to 'Create New Email Routing Rule' is then shown where you can fill in the remaining routing rule details before confirming its creation.

You can decide if the route is going to be a 'To' or 'From' type of route, i.e.

• 'treat all emails FROM this address in the same way', OR

• 'Treat all email TO this address in the same way'

and then which email address is to be used in conjunction with this. Enate will automatically fill the email address with the relevant email address associated with the unprocessed email you were working on.

Applying the Rule to Existing Email (Run Retrospectively)

In addition to setting a rule which will deal with all future emails that match this pattern, you can also choose to have the rule run against all/some of the existing Unhandled emails which match this rule. If you wish this to happen, select the 'Auto-apply' toggle and this foot of this popup.

The system will show you how many of the current backlog of Unhandled emails match this rule, i.e. how many would be reprocessed.

Choosing a time range to select which existing Unhandled emails to reprocess.

Selecting this option will bring up a time filter allowing you to select a subset of these existing emails to run the rule for (if, for example, you only want to run this for emails up to a week/month old etc.

You can use the slider to set different date ranges, including setting specific dates. As you change this setting, the system will update to reflect how many emails this would run the rule for.

When you're happy with your selection, you can hit Create - the rule will be re-run and emails will start to be re-processed into the type of Case or Ticket you specified.

Admin Visibility of New Email Routing Rules in Builder

If any new email routes have been created in Unhandled Emails in Work Manager, Admin users will be made aware of this in Builder by a red dot on the Email icon section.

Throughout any subsequent navigation sections and screens as they drill down to the Email Routes page, there will be continued signposting down the new Routing rules that they should be aware of.

Once on the Routes page, users will see a banner notifying them of new email routes to be aware of, as well as how many there are. A link will allow them to filter the routes down to just those new ones that they need to be aware of.

Within the routes table itself, users will be alerted to these new routes to be aware of.

Admin users are encouraged to review these new routing rules (and speak to the agent who created them*) to make sure they're happy with how they are running in conjunction with the various other rules. They can choose to unset them from live, make any adjustments and even delete them if they feel necessary.

If they're hapy with the rule they shoud unmark the 'be adjusted, They can use the 'Clear review filter' link in the header to return to the normal view.

*You can view who created an email routing rule from the 'Show Activity' icon in the top of the rule details popup.

Clicking on this will show the audit trail of who created and updated this rule.

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)

Sample AI Policies

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..

Switch on AI Analyst Integration in Marketplace

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

Creating an AI Policy

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).

Components of an AI Policy

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'

• AI Persona - For best results when creating a policy with instructions prompts, it's good to give the AI as much context as you can - one important way to do this is to say what kind of person they should act as, e.g. 'Do this analysis activity as if you were a Bank clerk', or an HR executive, or an Accounts Payable expert. You should either define a new person here for your policy, or pick from the existing list if the relevant persona has already been defined.

• Instructions for AI - This is where the details of your instructions to the AI will go. This can simply be a copy/paste of your company policy for carrying out the activity, the rules and regulations for what to do, and how you'd like to receive the output.

• AI Creativity Level - This will produce subtly different output depending on the setting. you can choose to have a play around wither depending on what type of analysis you're asking for here. It defaults to a 'balanced' setting, but there's options to make the responses more creative or more precision-focused.

Creating an AI Persona

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.

Writing Instructions for AI

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.

Format for referencing your input documents within your instructions

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}}

Sample AI prompts

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

Testing your AI Policy

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.

Adding AI Analyst Action into a Case process

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.

Limitations of AI Analyst While in BETA Release

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)

5. The following file formats are currently supported: ['c', 'cpp', 'csv', 'docx', 'html', 'java', 'json', 'md', 'pdf', 'php', 'pptx', 'py', 'rb', 'tex', 'txt', 'css', 'jpeg', 'jpg', 'js', 'gif', 'png', 'tar', 'ts', 'xlsx', 'xml', 'zip']

We have made two enhancements to the way incoming emails are processed:

Better Handling of Incoming Reply emails

We've made a change to improve the handling of incoming reply emails, specifically where someone CC'd on a mail sent into enate replies to that email. Previously, that new email would create its own brand new work item in Enate, when really it should auto-attached to the work item already created existing in the system by the initial email. Now, Enate recognizes the situation and will instead attach that mail to the original work item.

The technical specifics of this are as follows: Improved 'InReplyTo' logic has been added for processing incoming mails. We now validate if the 'InReplyTo' field of the incoming email aligns with the Message-ID of a prior email. When matched, the email/communication is appended to the relevant work item, however this is conditional on the email following the same email route. In short: if we can tell that a mail has been sent in reply to a mail we already know about, we direct that new mail to the previous mail's work item.

When email is sent into a closed split ticket

Previously, when a user sent an email to a closed child split ticket, the mail would be attached to the parent ticket or to other child work items. This behaviour has now been modified and the system instead creates a new work item for such emails.

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.

Where will my custom fields show?

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

Users

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

Service Agents

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.

Contacts

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.

Service Lines

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.

Customers

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.

Contracts

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.

Services

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.

Overview

We have added a new feature that enables Work Manager users to provide more accurate estimated efforts for work items, enabling you to plan resource requirements more effectively.

In the long term, this data can be collated and fed back to admin users to adjust estimated effort timers and to provide more accurate forecasting for future work volumes.

Switching 'Forecasting' on

To switch on the new 'Forecasting' feature, go to the System Settings page of Builder and switch on ‘Show Estimated Effort’. Noted that ‘Show Estimated Effort’ setting can only be switched on if the ‘Show Time Tracker’ setting has also been switched on.

How to use 'Forecasting'

Once the 'Forecasting' feature has been switched on, a new ‘Effort Estimation’ tab will appear in Cases in Work Manager.

Here you'll see a summary of the estimated effort for the whole Case, a breakdown of the estimated effort for Actions or Sub Cases that make up the Case, and a breakdown of the estimated effort for Actions or Sub Cases that have not been created yet.

Case Effort Summary

The 'Case Effort Summary' section is where a user can change the estimated time for the Case. It also provides other useful metrics for the Case.

• 'Total Case Estimated Effort' effort shows the total estimated time that the Case is estimated to take. This can be updated by a user with a more accurate estimate.

  • It is the sum of the ‘Estimated’ effort of all the created work and the Actions (and Sub Case Actions) that make up the Case and the and the 'Effort for Work Not Yet Created' value

  • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder (if there is one) multiplied by the record count

    • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for the Case that has not been updated by a Work Manager user will be updated to reflect the change in record count.

  • Once the Case is in a state of Resolved or Closed, its estimated effort can no longer be changed.

  • Note that increasing this value will increase the ‘Effort for Work Not Yet Created’ estimate and vice versa.

• ‘Total Case Actual Effort’ effort shows the amount of time that has been spent working on the Case Effort for Work Not Yet Created.

  • It is the sum of the 'Actual' effort for all the created Actions and Sub Cases that make up the Case, taken from their respective Time Trackers.

• ‘Total Case Remaining Effort’ shows the amount of time estimated to be left on the Case.

  • It is the sum of the 'Estimated Remaining' effort for all the created Actions and Sub Cases that make up the Case AND the estimated remaining time for work that has yet to be created (therefore it might not always equal the 'Case Estimated' effort minus the 'Case Actual' effort).

Changing the 'Estimated' effort value for a Case has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value. This is because the ‘Estimated Effort’ for the Case is a calculated value made up of the sum of the ‘Estimated’ effort of all the created work and the Actions (and Sub Case Actions) that make up the Case and the and the 'Effort for Work Not Yet Created' value.

  • Increasing the 'Estimated' effort for a Case increases the 'Effort for Work Not Yet Created' value by the same amount

  • Decreasing the 'Estimated' effort for a Case decreases the 'Effort for Work Not Yet Created' value by the same amount

Effort Breakdown for Created Work

The 'Effort Breakdown for Created Work' section is where a user can change the estimated time for the individual created Actions (and Sub Cases) that make up the Case. It also shows other useful metrics for each of the created Actions (and Sub Cases) that make up the Case.

As Actions (and Sub Cases) get created, the estimated effort for them will be taken from the Estimated effort value from the Work Not Yet Created section below.

Action Breakdown

For each Action, you'll see:

• A link to each Action

• 'Estimated' effort that shows the total estimated time that the Action is estimated to take. This can be updated by a user with a more accurate estimate.

  • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder multiplied by the record count

    • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for any running Actions that have not been updated by a Work Manager user will be updated to reflect the change in record count.

  • Increasing this value will decrease the ‘Work Not Yet Created’ estimate and vice versa and therefore might affect the total 'Case Estimated' effort

  • Note that once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

• ‘Actual’ effort shows the amount of time that has so far been spent working on that Action

  • The value is taken from the Time Tracker of the Action.

• ‘Estimated Remaining’ shows the amount of time estimated to be left on the Action.

  • It is calculated by subtracting the 'Actual' effort for the Action from the 'Estimated' effort.

• The due date of the Action

  • You'll also see a 'Start By' value if the 'Actual' effort is currently zero. This value show when is the absolute latest that the Action can be started by in order to meet its due date.

• The status of the Action

Changing the 'Estimated' effort value for an Action has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value for the Case.

• Possible automatic update to the 'Estimated' effort for the whole Case

Details:

• Decreasing the 'Estimated' effort for an Action increases the 'Effort for Work Not Yet Created' value for the Case by the same amount (leaving the 'Estimated' effort for the whole Case the same).

• Increasing the 'Estimated' effort for an Action decreases the 'Effort for Work Not Yet Created' value for the Case by the same amount. This may or may not affect the 'Estimated' effort for the overall Case.

  • If the updated ‘Estimated Effort’ on an Action doesn't increase by enough to cause the ‘Effort for Work Not Yet Created’ value for the Case to go below 0, the 'Estimated' effort for the Case will not be affected

    • Example: let's say that the 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 1 hour and the 'Estimated Effort' for the Case is 3. A user decides that Action 1 is going to take 1 hour more and so updated the 'Estimated' effort for Action 1 from 2 to 3 hours. 'Effort for Work Not Yet Created' will decrease from 1 hour to 0 and the 'Estimated' effort for the Case will not change - it will stay at 3 hours.

  • If the updated ‘Estimated Effort’ on an Action increases enough to cause the ‘Effort for Work Not Yet Created’ value for the Case to go below 0, the difference should be added to the ‘Estimated Effort’ of the overall Case.

    • Example: let's say that a Case only has one Action created for it called Action 1. The 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 0 and therefore the 'Estimated Effort' for the whole Case is 2 hours. A user decides that Action 1 is going to take 1 hour more and so updates the 'Estimated' effort for Action 1 from 2 to 3 hours. Because 'Effort for Work Not Yet Created' is 0, the 'Estimated' effort for the overall Case is therefore going to increase by 1 hour from 2 to 3 hours.

    • Example 2: let's say that a Case only has one Action created for it called Action 1. The 'Estimated' effort for Action 1 is 2 hours, the estimated 'Effort for Work Not Yet Created' is 1 hour and therefore the 'Estimated Effort' for the whole Case is 3 hours. A user decides that Action 1 is going to take 2 more hours and so updates the 'Estimated' effort for Action 1 from 2 to 4 hours, causing the 'Effort for Work Not Yet Created' to decrease by 1 hour from 1 to 0 (decreasing as far as it can). The "remaining" 1 hour will effectively be added to the total 'Estimated' effort of the Case that will increase by 1 hour to from 3 to 4 hours.

Sub Case Breakdown

If a Sub Case gets created, you'll see

• A link to the Sub Case if you have permission to access it (otherwise you'll just see the name and reference number of the Sub Case with no link)

• A Sub Case "total" row with the following:

  • 'Estimated' effort shows the total estimated time that the Sub Case is estimated to take. This can be updated by a user with a more accurate estimate.

    • It is the sum of the ‘Estimated’ effort of all the created and yet-to-be created Actions that make up the Sub Case.

    • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder multiplied by the record count

      • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for the Sub Case that has not been updated by a Work Manager user will be updated to reflect the change in record count.

    • Once a Sub Case is in a state of Resolved or Closed, its estimated effort can no longer be changed.

    • Note that increasing this value will increase the ‘Work Not Yet Created’ estimate for the Sub Case and vice versa.

  • ‘Actual’ effort shows the amount of time that has so far been spent working on the Sub Case.

    • It is the sum of the 'Actual' effort for all the created Actions that make up the Sub Case, taken from their respective Time Trackers.

  • ‘Estimated Remaining’ shows the amount of time estimated to be left on the Sub Case.

    • It is the sum of the 'Estimated Remaining' effort for all the created Actions that make up the Sub Case AND the estimated remaining time for work that has yet to be created for that Sub Case (therefore it might not always equal the 'Sub Case Estimated' effort minus the 'Sub Case Actual' effort)

    • The due date of the Sub Case

    • The status of the Sub Case

• A row for each Sub Case Action with the following:

  • 'Estimated' effort shows the total estimated time that the Sub Case Action is estimated to take. This can be updated by a user with a more accurate estimate.

    • The field will will initially show the manual ‘Initial Estimated Effort Per Record’ value from Builder multiplied by the record count

      • If the ‘Record Count’ gets updated, the ‘Estimated Effort’ for any running Sub Case Actions that have not been updated by a Work Manager user will be updated to reflect the change in record count.

    • Increasing this value will decrease the ‘Work Not Yet Created’ Sub Case estimate and vice versa and therefore might affect the total 'Sub Case Estimated' effort

    • Once an Action is in a state of Resolved or Closed, its estimated effort can no longer be changed.

  • ‘Actual’ effort shows the amount of time that has so far been spent working on that Sub Case Action

    • The value is taken from the Time Tracker of the Sub Case Action.

  • ‘Estimated Remaining’ shows the amount of time estimated to be left on the Sub Case Action.

    • It is calculated by subtracting the 'Actual' effort for the Sub Case Action from the 'Estimated' effort.

  • The due date of the Sub Case Action

    • You'll also see a 'Start By' value if the 'Actual' effort is currently zero. This value show when is the absolute latest that the Sub Case Action can be started by in order to meet its due date.

  • The status of the Sub Case Action

• A row for 'Sub Case Work Note Yet Created' with the following:

  • 'Estimated' effort shows how much effort is estimated to be needed to complete the Sub Case Actions that have not yet been created for that Sub Case. This can be updated by a user with a more accurate estimate.

    • Changing this estimate will affect the total 'Sub Case Estimated' effort and might affect the effort estimate for the overall Case

Changing the 'Estimated' effort value for a Sub Case Action has the following effects:

• Automatic update to the 'Effort for Work Not Yet Created' estimated value for the Sub Case.

• Possible automatic update to the 'Estimated' effort for the whole Sub Case

• Possible automatic update to the 'Estimated' effort for the whole parent Case.

Details:

• Decreasing the 'Estimated' effort for a Sub Case Action increases the 'Effort for Work Not Yet Created' value for the Sub Case by the same amount (leaving the 'Estimated' effort for the whole Sub Case the same and therefore having no impact on the 'Estimated' effort for the whole parent Case).

• Increasing the 'Estimated' effort for a Sub Case Action decreases the 'Effort for Work Not Yet Created' value for the Sub Case by the same amount. This may or may not affect the 'Estimated' effort for the overall Case.

  • If the updated ‘Estimated Effort’ on a Sub Case Action doesn't increase by enough to cause the ‘Effort for Work Not Yet Created’ value for the Sub Case to go below 0, the 'Estimated' effort for the Sub Case will not be affected (and therefore the 'Estimated' effort for the whole parent Case will not be affected).

    • Example: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 1 hour, therefore the 'Estimated Effort' for the Sub Case is 3 hours. A user decides that Sub Case Action 1 is going to take 1 hour more and so updates the 'Estimated' effort for Sub Case Action 1 from 2 to 3 hours, causing the 'Effort for Work Not Yet Created' for the Sub Case to decrease from 1 hour to 0. The 'Estimated' effort for the Sub Case will not change - it will stay at 3 hours (and therefore the 'Estimated' effort for the whole parent Case will not be affected).

  • If the updated ‘Estimated Effort’ on a Sub Case Action increases enough to cause the ‘Effort for Work Not Yet Created’ value for the Sub Case to go below 0, the difference should be added to the ‘Estimated Effort’ of the overall Sub Case, (and therefore might impact the 'Estimated' effort for the whole parent Case).

    • Example: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 0, therefore the 'Estimated' effort for the overall Sub Case is 2 hours. A user decides that Sub Case Action 1 is going to take 1 more hour and so updates the 'Estimated' effort for Sub Case Action 1 from 2 to 3 hours. Because 'Effort for Work Not Yet Created' for the Sub Case is 0, the 'Estimated' effort for the Sub Case is going to increase by 1 hour from 2 to 3 hours.

      • If there is enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase might be taken from there, therefore there will be no impact on the 'Estimated' effort for the whole parent Case.

      • If there is isn't enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase will result in an increase in the the 'Estimated' effort for the whole parent Case.

    • Example 2: let's say that a Sub Case only has one Action created for it called Sub Case Action 1. The 'Estimated' effort for Sub Case Action 1 is 2 hours and the estimated 'Effort for Work Not Yet Created' for the Sub Case is 1 hour, therefore the 'Estimated' effort for the overall Sub Case is 3 hours. A user decides that Sub Case Action 1 is going to take 2 more hours and so updated the 'Estimated' effort for Sub Case Action 1 from 2 to 4 hours, causing the 'Effort for Work Not Yet Created' for the Sub Case to decrease as much as it can - here it will decrease by 1 hour to from 1 to 0. The "remaining" 1 hour will effectively be added to the total 'Estimated' effort of the Sub Case that will increase by 1 hour from 3 to 4 hours.

      • If there is enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase might be taken from there, therefore there will be no impact on the 'Estimated' effort for the whole parent Case.

      • If there is isn't enough time in the 'Effort for Work Not Yet Created' of the parent Case, this 1 hour increase will result in an increase in the the 'Estimated' effort for the whole parent Case.

Effort for Work Not Yet Created

The 'Effort for Work Not Yet Created' section shows how much effort is estimated to be needed to complete Actions (and Sub Cases Actions) that have not yet been created for this Case.

It is calculated by subtracting the sum of the 'Estimated' effort for created work from the 'Estimated' effort for the Case. Therefore, increasing the 'Effort for Work Not Yet Created' will increase the effort estimate for the overall Case and vice versa.

As Actions (and Sub Cases) get created, the estimated effort for them will be taken from the 'Estimated Effort for Work Not Yet Created' value.

Once the Case is in a state of Resolved or Closed, the 'Effort for Work Not Yet Created' can no longer be changed.

Longer Term Forecasting

Overtime, as more work gets completed, these estimates can be compared against the actual time it took to complete the work to determine their accuracy, helping to to adjust benchmark estimated efforts set in Builder.

When configuring the 'Initial Estimated Effort per Record' in Builder, you'll also see the average duration of completed Cases, Action and Tickets to help adjust these benchmark estimated efforts.

In the long term, this all contributes to providing more accurate forecasting for future work volumes.

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.

How to view deleted emails

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.

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.

Overview

The EnateAI Document Classification component, available in Enate Marketplace, 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.

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

EnateAI Document Classification can be switched on by your admin in the Marketplace section of Enate Builder.

How does EnateAI Document Classification work at runtime

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 EnateAI.

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.

If you notice that the technology is regularly getting its suggestions wrong, speak to your admin team about modifying the confidence threshold.

It should be noted that even when the AI is confident of its decision, the user can still click to expand the tag to see the details and reject the AI's decision.

How to turn on EnateAI Document Classification

EnateAI requires zero configuration by Builder users and they can activate EnateAI Document Classification via the Enate Marketplace using just one click. Activating EnateAI Document Classification will enable it for all mailboxes.

Then at the contract level of a business process select the EnateAI Classification model.

Underneath the Document Classification Model drop down, you have the option to specify what files types are to be allowed for document classification.

How do you set the confidence threshold for EnateAI Document Classification

Builder users can change the confidence threshold via the integrations section of the settings page of Builder.

Third party providers

Third party providers of document classification integrations can be found here.

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.

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

Estimated effort for Tickets

To enter an initial estimated effort for a Ticket, you can:

• Go to the Service Lines screen, select a Service Line, click to update the third-level Ticket Category and then enter your 'Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm

• Go to the Ticket screen, click to add or edit a new Ticket category, click to enter update the third-level Ticket Category and then enter your 'Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm

Estimated effort for Actions

To enter an initial estimated effort for an Action, you can:

• Go to the Service Lines screen, select a Service Line, select an Action Type and then enter your 'Initial Estimated Effort Per Record' and/or your 'Robot's Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm

• Go to the Case screen, click to create a new Action Type, or edit a new Ticket category then enter your 'Initial Estimated Effort Per Record' and/or your 'Robot's Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm

Estimated effort for Cases

We've also added the ability to enter an initial estimated effort value for Cases in Builder too - previously you could only do this for Tickets and Actions.

To enter an initial estimated effort for a Case, go to the Service Lines screen, select a Service Line, select a Case Type and then enter your 'Initial Estimated Effort Per Record' in the resulting pop-up in the following format: dd:hh:mm

If an initial estimated effort value has been provided for a Case type, it will show in the Time Tracker card in Work Manager as 'Benchmark' for all Case of that Case type if the 'Display Expected Time in Time Tracker' option from Builder System Settings is enabled.

Estimated Effort Suggestions

We are now showing the average time it took to complete Cases, Action and Tickets on the relevant Case Type, Action Type and Ticket Category screens.

This help suggest an appropriate value for the 'Initial Estimated Duration per Record Count' value.

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.

Configuring Record a Count for Ticket

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.

Adding a Record Count Description

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.

Entering a Record Count in Work Manager?

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.

Enate version 24.1 sees a brand new report type coming to Work Manager. The Sentiment Analysis report displays information relating to email sentiment analysis allowing users to quickly and clearly see developing trends regarding incoming emails and take action where necessary.

How does the sentiment report work

In order for the Sentiment Analysis report to be availabe, the EnateAI Sentiment Analysis integration must be enabled (this can be done in Enate's Marketplace in Builder). When this integration runs it generates the data needed for the report. Once this integration has been activated, information will automatically begin to be sent into and displayed in the report.

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

Sentiment Analysis Report Default Structure

Email Count by Sentiment Type

• View the overall share and count of incoming emails analysed as having a positive, neutral or negative sentiment.

Sentiment Trend

• Track the fluctuation of email sentiment over time. Look out for any significant changes and address them accordingly.

Sentiment Comparison by Context

• Compare email sentiment across your companies, regions, services and processes. Take action accordingly.

Senders with Email Count

• Identify top senders based on email volume and sentiments to address customer concerns effectively and efficiently.

Agents with Email Count

• View the agents that receive the highest volume of positive or negative emails, highlighting areas for improvement or recognition.

Sentiment by Workitems with Multiple Handoffs

• View how the number of agents a work item is assigned to affects client sentiment. Take action accordingly.

Sentiment by Work Items Total Elapsed (Hrs)

• View how the length of time a work item is open for affects client sentiment. Take action accordingly.

Sentiment by SLA

• View how meeting and not meeting the SLA on a work item affects client sentiment. Take action accordingly.

Sentiment by Reopened Workitems

• View how reopening work items affects client sentiment. Take action accordingly.

Sentiment by Workitems with Defects

• View how raising defects on work items affects client sentiment. Take action accordingly.

Accessing the Sentiment Analysis Report

Access to and the ability to edit the sentiment report is controlled by permissions in user roles, in the same way as all other reports within Enate. If users do not have the right permissions enabled, they will not be able to access the report.

Available Data Fields for Sentiment Analysis

See below for a complete list of all the available data fields that can be used within the Sentiment Analysis report:

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.

Very Large Signatures (over 2MB)

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.

There are certain circumstances when clients may send in an email that should really be used to start a new work item but, because they've sent it as a response to an existing mail chain, it ends up being attached to an existing work item. A prime example of this is when a client responds to an email with the intention of starting a new ticket but it gets added to the work item of the email chain that they were replying to. In V2024.1, Enate is introducing a new feature that allows incoming emails that get added to an existing work item like this to now be used to create a new work item.

How does this work?

If a user is working on a work item and realizes that an email that has been attached to it should actually be used to start a new work item, they can use a link now available to them when hovering over that mail in the Comms or Timeline view.

Clicking this link and then the following confirmation popup will result in the email being effectively sent back into Enate, but with an additional rule that it should not append itself to an existing work item. Once the email has successfully created a new work item, a confirmation message will appear.

Once the new work item has been created, a note will show at the top of that mail with a link to that new work item, and that original mail entry in the first work item will effectively be set to 'read only' (since it should no longer be used to process the request within that mail).

Links between the original work item and the new work item will also be displayed on each of their respective 'Linked Items' tabs.

We've added new optional fields to help capture more information on your Contacts, Service Agents, Customers and Contracts.

Contacts can now be associated with a Location and Department and Service Agents can now be associated with a Location, Cost Center, Service Line, Department and Start Date.

Customers and Contracts can now be associated with a Location.

The Locations, Departments and Cost Centers that can be selected are configured in Builder.

We are also removing some existing fields.

New Fields

The new fields have been added to the following places. All new fields are optional.

Contacts in Work Manager

• Location - you can select the location of a contact from the list of locations in the system.

• Department - you can select the department of a contact from the list of department in the system.

These can be found in the Create/Edit Contacts pop-up in Work Manager and in the 'About' section of the Contact Activity page.

Service Agents

• Service line - you can select the service line of a service agent from the list of service lines in the system.

• Location - you can select the location of a service agent from the list of locations in the system.

• Cost Center - you can select the cost center of a service agent from the list of cost centers in the system.

• Department - you can select the department of a service agent from the list of department in the system.

• Employment Type - you can select the employment type of a service agent, i.e. Permanent, Contractor, Fixed Term, Intern or Unknown.

• Start Date - you can select the start date of a service agent

These fields can be found in the 'Details' tab when creating/editing a Service Agent in Builder.

Customers

• Location - you can select the location of a customer from the list of locations in the system.

This can be found in the 'Customer' tab from the Service Matrix in Builder.

Contracts

• Location - you can select the location of a contract from the list of locations in the system.

This can be found in the 'Contract' tab from the Service Matrix in Builder.

Adding Departments, Locations and Cost Centers

New departments, locations and cost centres can all be added and updated from the System Settings section of Builder by users who have the 'System Settings’ option set as part of their user role.

Departments

To add a new department, go to the General Settings section of Builder and then select 'Departments' from the menu.

Here you'll see a list of departments that have already been added to the system.

To add a new one, click on the '+', fill in the name (and description if you want) of your new option and then click 'Create'.

The new department will be added to the list.

You can also edit a department by clicking on it and then editing the name or description and clicking 'Update'.

Locations

To add a new location, go to the General Settings section of Builder and then select 'Locations' from the menu.

Here you'll see a list of locations that have already been added to the system.

To add a new one, click on the '+', fill in the name (and description and address if you want) of your new option and then click 'Create'.

The new location will be added to the list.

You can also edit a location by clicking on it and then editing the name or description or address and clicking 'Update'.

Cost Centers

To add a new cost center, go to the General Settings section of Builder and then select 'Cost centers' from the menu.

Here you'll see a list of cost centers that have already been added to the system.

To add a new one, click on the '+', fill in the name, code (and description if you want) of your new cost center and then click 'Create'.

The new cost center will be added to the list.

You can also edit a cost center by clicking on it and then editing the name or code description and clicking 'Update'.

Localizing Departments, Locations and Cost Centers

Locations, Cost Centre, Departments and Service Lines can all be localized in the Localization page of Builder.

Removal of existing fields

Along with adding these new fields, we are also deleting some existing ones.

The following data fields are either being deleted if they are 100% unpopulated or migrated into Extension Properties if there is any population.

• Telephone Number

• Mobile Number

• Date Of Birth

• Address

• Office Location

This means that:

• If the fields are 100% unpopulated, they will be removed from the UI, i.e. they should be removed from the Contacts page as columns and they should be removed as column options that a user can select in the 'Select Columns' pop-up. They can always be added back in the future as Extension Properties.

• If the fields are populated at all, they will be migrated across as an Extension Property.

Please note that this is done per field, i.e. if you are using Address but not Date of Birth, then when you upgrade to 2024.1 you will have 'Address' as an Extension Property but 'Date of Birth' will be deleted.

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).

How to configure a Privacy Policy link in Builder

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.

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

How to set an integration confidence level

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.

What if an integration is not active?

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.

Integrations that do not have confidence levels

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

Other integration technology providers

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

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

2024.1.35.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes and one enhancement that can be found below.

Bug Fixes

Enhancements

2024.1.34.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes and three enhancements that can be found below.

Bug Fixes

Enhancements

2024.1.33.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains three bug fixes that can be found below.

Bug Fixes

2024.1.32.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains a number of bug fixes that can be found below.

Bug Fixes

2024.1.31.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains a number of bug fixes that can be found below.

Bug Fixes

2024.1.30.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains three enhancements and number of bug fixes, which can be found below.

Bug Fixes

Enhancements

You can look in more detail at the change which relates to Optimising Email Signature Templates to avoid large email chains.

2024.1.28.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains one enhancement and a number of bug fixes, which can be found below.

Bug Fixes

Enhancements

2024.1.27.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains one bug fix, which can be found below.

Bug Fixes

2024.1.26.0 - Hotfix

This is a Hotfix release for version 2024.1 of Enate. It contains a number of bug fixes and one enhancement, which can be found below.

Bug Fixes

Enhancements

2024.1.25.0 - Hotfix

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes which can be found below.

2024.1.23.0 - Hotfix

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes which can be found below.

2024.1.22.0 - Hotfix

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains one bug fix which can be found below.

2024.1.21.0 - Hotfix

Change Log

Enhancements

This is a Hotfix release for version 2024.1 of Enate. It contains one new enhancement which can be found below.

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes which can be found below.

2024.1.17.0 - Hotfix

Change Log

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes which can be found below.

2024.1.12.0 - Hotfix

Change Log

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes which can be found below.

2024.1.10.0 - Hotfix

Change Log

Bug Fixes

This is a Hotfix release for version 2024.1 of Enate. It contains two bug fixes which can be found below.

2024.1.9.0 - Hotfix

This is a Hotfix for version 2024.1 of Enate. It contains a few bug fixes and enhancements which can be found below.

Change Log

Enhancements

This is a downloadable copy of the enhancements and deprecations in this version of Enate.

Bug Fixes

This is a downloadable copy of the bug fixes in this version of Enate. It also contains all the other bug fixes for the 2024.1 releases of Enate.

2024.1.8.0 - HotFix

This is a Hotfix release for version 2024.1 of Enate. It contains one bug fix which can be found below.

Change Log

Bug Fixes

This is a downloadable copy of the bug fixes in this version of Enate. It also contains all the other bug fixes for the 2024.1 releases of Enate.

2024.1.7.0 - Production Release

This is the production release for version 2024.1 of Enate. It contains a number of new features, enhancements and bug fixes.

Change Log

The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in this version of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.

New Features & Enhancements

This is a downloadable copy of the new features, enhancements and deprecations in this version of Enate.

Bug Fixes

This is a downloadable copy of the bug fixes in this version of Enate.

Known Issues

This is a downloadable copy of the known issues in this version of Enate.

Specific known issue for Microsoft 365 Graph API

API Changes

This is a downloadable copy of the API changes in Enate's 2024.1 release. It contains information about the API changes that have occurred between versions 2023.5 and 2024.1 of Enate.

Warehouse Database Data Dictionary

This is a downloadable copy of the warehouse database data dictionary for all 2024.1 versions of Enate.

Breaking Changes

Below is a copy of the breaking changes document for version 2024.1.0 of Enate. It contains information about all the breaking changes within the Data Warehouse and Enate's APIs, and includes the validation codes for version 2024.1.0.

2024.1.0.0 - Preview Release

2024.1.0.0 is the preview release for version 2024.1 of Enate. It contains a number of new features, enhancements and bug fixes.

Change Log

The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2024.1.0.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.

New Features & Enhancements

This is a downloadable copy of the new features and enhancements in this version of Enate.

Bug Fixes

This is a downloadable copy of the bug fixes in this version of Enate.

Known Issues

This is a downloadable copy of the known issues in this version of Enate.

Specific known issue for Microsoft 365 Graph API

API Changes

This is a downloadable copy of the API changes in Enate's 2024.1 release. It contains information about the API changes that have occurred between versions 2023.5 and 2024.1 of Enate.

Warehouse Database Data Dictionary

This is a downloadable copy of the warehouse database data dictionary for all 2024.1 versions of Enate.

Breaking Changes

Below is a copy of the breaking changes document for this version of Enate. It contains information about all the breaking changes within the Data Warehouse and Enate's APIs, and includes the validation codes for this version.

Validation Codes

This document lists all the validation codes for the 2024.1 release.

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.

New Email Template: 'Reply Instructions'

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.

How will work manager users and client users see the reply instructions

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.

Configuring - How to enable the Reply Instruction template

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.

How to modify the Reply Instructions template

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.

Which users can edit the Reply Instructions template

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.

New Company Attribute - External Reference ID

A new attribute has been made available for use on your Companies in Builder: External Reference ID:

This is an optional field which you can use for adding in any external reference numbers your organisation may use for identifying customers & suppliers which you have added into Enate.

This can primarily be used for your Reporting and API / webhook purposes. It is a 256 character alphanumeric field which is empty by default.

New Custom Data Field Type - Enate Reference

We have added the ability to reference an Enate property in a custom data field as part of the new Extension Properties feature.

When you are selecting which custom data fields you want to a appear for a user, you can select to reference This is particularly useful for Extension Properties as it allows an Enate property, e.g. a User, to be associated with another Enate property, e.g. a Service.

To create an Enate Object type of custom data field, select the new 'Enate Reference' option when creating the custom data field. You can then add the field as an Extension Property to Users in the 'Extension Properties' page.

Please note that currently the only Enate Object available to choose is 'Service'. We will be expanding this in the future and look forward to receiving feedback about desired requests. Additionally, fields with the 'Enate Reference' type can only be used as part of Extension Properties and not in Custom Cards, Email Templates ot Case conditions in this release. Also, Extension Properties of type 'Enate Reference' can only be added to 'Users' in this release - and only to Service Agents or Robots in this release.

Process Group Enhancements

We are making some improvements to Process Group functionality in 2024.1.

You can sort your processes into Process Groups in Builder to help make it easier to find the right process. Previously, this functionality was limited to Builder only, but we are now showing process group information in Work Manager too to help make it easier for Service Agents to find the right process to start.

When a Service Agent is creating work from the 'Create New Work Item' dropdown in Work Manager, they will now be able to see which Process Group a process belongs to. In the example below, the Process Group is called 'Internal'.

They'll also be able to filter processes down by process group to more easily find the process they want to start.

Service agents will also be able to filter Cases by process group when they are converting a Ticket into a Case.

We've also introduced a new General Setting that lets you decide if you want to show or hide process group information in both Builder and Work Manager.

If the setting is off, all process group labels and fields will be hidden.

You still set Process Groups from the Case Type or Ticket Type screens from the Service Lines page (if the Process Group setting is switched on).

Process Groups will continue to be displayed on the Service Matrix page as they are currently when the Process Group setting is toggled on.

Email Connector & Routes Enhancements

With 2024.1 Enate is bringing some new search enhancements to the Email Connector and Routes page. These enchantments will allow users to conduct a quicker, more refined and accurate search than before.

Email Connector page

The Connectors page in Builder now allows filtering by Connector Name, Username, Primary Email Address, Direction, and Enabled.

Note: Clicking on the column headers which contain freetext search boxes will also change the ordering on that column.

Email Routes page

Now on the Email Routes page, when users choose to expand the section for a specific route, they will be presented with three text search boxes in the expanded section header for email, process and ticket category.

Users can also access these same three search boxes on still-collapsed sectionsby clicking on the search icon.

Schedules Page Enhancements

We've adjusted the text of the filters on the Schedules page Builder to make them more intuitive. They will now read as follows:

While the filter options for expiring schedules showed the user the schedules expiring within the date stated in the text / dates selected selected, they also showed any already expired schedules along with them, however this may not have been clear from the previous labels. The adjustment is there to make it clear that it's a combination of schedules due to expire AND any that already have which get displayed. These now read:

• Already Expired

• Expired / Expiring within next 7 days

• Expired / Expiring within next 30 days

• Expired / Expiring withing next 90 days

• Select Date

Exporting Schedule data in an excel file

You can now export schedule data in an excel file via the export button.

Email Pages Enhancements

We've introduced a small UI improvement to the Email pages in Work Manager. Previously, the quick look box on the left had side of the screen operated on a dynamic 'load while scrolling' basis. Now this section will be paginated.

Users will be able to set how many emails appear per page, choosing between 50 or 100.

Additionally, users will be able to click through the pages using the back and forward arrows, and quickly return to first page with double arrows.

To help users understand how using wildcard routes will impact BCC emails the table below shows the possible scenarios that can occur:

With the release of v2023.5, we're giving you more fine-tuning control over your Email Integrations. Specifically, you can now choose to disable any of your Email-related Integrations for specific Mailbox Connectors, so the technology doesn't run for any emails coming in to that specific mailbox. This more flexible steup lets you implement new AI technology while safeguarding specific work activities which you want to keep running as-is.

How to Disable and Re-Enable EnateAI Integrations per Connectors

When an Email-related Integration is activated in the Enate Marketplace, it is automatically applied to all email connectors. However, in certain scenarios, users may only want certain Email integrations to apply to certain email connectors. To disable integrations for a specific connector users should go to the Connectors page in the Email section of Builder. There they will see a new column titled 'Integrations', which will show the total number of Integrations available, and the number of those which are switched on for that Connector, e.g. '3/4' will mean that 3 of the 4 email integrations are running.

To disable / re-enable integrations for a specific connector simply click on the relevant link in the 'Integrations' column box for the desired connector. This will bring up the 'Edit a Connector' pop-up, showing all activated Email integrations for that connector.

Toggle the settings on / off as desired to enable / disable an Integration. Please note the following:

• Whenever a new email connector is created, ALL integrations that are active in Marketplace will automatically be activated for the new connector.

• Whenever an Integration is enabled in Marketplace for a certain Email Integration pattern, e.g. 'Sentiment Analysis', it will be switched on for ALL Connectors. If an EmailAI pattern gets switched off in Marketplace and subsequently turned back on, it will be active in all connectors once again.

Outgoing Connectors

Email Integrations cannot be turned on for email connectors that are just for outgoing emails, since currently these integrations are only relevant for incoming emails. For these connector an 'NA' will be displayed in the 'Integrations' column.

Binary storage is used for storing large files. At Enate, we employ it to store 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. You can see details of your Binary Storage locations in the 'Azure Binary Storage' section of the System Settings in Builder.

However, you can now if you wish choose to change where your binary data is stored, and switch this to be your own Azure tenant.

Information on Creating Storage Locations

To enable this feature of setting your own storage locations, you will need to perform activities outside Enate as well as within this section of Builder. You will need to do the following:

• Create two Azure Storage Accounts in two separate Azure Regions within your Azure tenant. We recommend that one of these regions is Europe West to maximise performance.

• Create an Azure App Registration that is granted access to these storage accounts.

• Configure Enate to use these storage accounts rather than the Enate Default.

Adding Details of your Azure Binary Storage Location in Enate

To add a new Storage Location in Enate, click the '+' icon in the Azure Binary Storage section in Builder's system settings. This will show a popup where details of the new Storage location you have set up in Azure should be entered:

The general data asked for is as follows:

In addition to these General settings, there is also information to fill in on the Azure details tab:

Creating / Uploading a Certificate

You can generate Certificates or upload an existing on by selecting the 'Authentication ith Certificate' option on the Azure details tab. This will bring up a further popup to allow you to generate or upload a certificate:

If you fill in the Subject here and click on Submit, a certificate will be generates and you will be given a Download link to allow you to download the public key certificate.

You should upload this Certificate in the Azure app registration 'certificate and secret' section.

Note: You need to make sure that you upload the certificate / create the secret in Azure App Registration before saving, as the configuration will not save until it can successfully test that all the information provided is correct.

Alternatively you can Upload an existing certificate if you have one.

Once you have entered all required information you can Test your connection and, once successfully tested, save it.

Changing your Binary Storage Location

Once you have successfully created your own Azure storage locations and linked it to your Enate instance, yo can choose to set that location as your primary storage location. You will be met with a popup asking you to confirm your decision, and reminding you that your existing data will NOT be automatically transferred to the new location.

Controlling Access to Binary Storage Feature

Access to being able to modify these settings should be tightly controlled. Access is managed via the 'Binary Storage' access option within Builder User Roles setup, under the 'Edit System Settings' section:

Important Points / Limitations regarding Binary Storage Locations

When dealing with storage locations and encryption keys for Binary data, there are a number of important points to keep in mind:

• Only one single Binary Storage location can be active at one time.

• You cannot be make any updates to or delete any Enate-managed Binary Storage.

• The Encryption Key and Size cannot be changed after creating

• While you can switch between binary storage configurations, this will NOT automatically migrate any of your existing data, so you must exercise extreme caution when choosing this option.

• You can only delete a Storage location if that configuration has yet to ever be used (And you cannot do this at all with any Enate-managed storage locations).

• Management of your Certificates / Secrets with regards to e.g. expiry of these is completely managed be you, and no management of these is provided by Enate.

With the release of 2023.5 Enate is introducing improvements to how incoming emails are handled. The intention here is to handle any potential issues as well as possible, attempting to process whatever emails that can be. The most important changes that have been made refer to how Enate treats:

1. Emails recieved where one or more addresses are invalid (e.g. those involving Distribution Lists),

2. Emails received which have been BCC'd only to the Enate mailbox address, and

3. Emails sent into Enate with a 'from' addresse which this Enate instance itself uses to send emails out.

1. Improved support for Incoming emails with invalid email addresses

Previously in Enate, incoming emails that contained invalid email addresses did not meet the requirements to be processed, and were rejected by the Enate system. This can often occur if the email addresses contain Distribution lists, where the text name of the distribution list is supplied rather than the associated email addresses.

With version 2023.5 we've adjusted how such emails are handled, attempting to process them where we can, as follows:

• If ALL of the emails addresses which could potentialy be used for processing are invalid, the system will place the email in the 'Unprocessed emails' list, allowing agents to review and decide on how to proceed.

Subsequent Display of Invalid Email Addresses

To help users identify which emails have come in with invalid email addresses, a notification will now be shown in Work Manager wherever that email is displayed, letting users know that it contains invalid address - and will then list all the invalid email addresses it contains.

2. Enhancement to Handling of 'BCC'd Only' Incoming emails: Wildcard Routes

Previously when Enate was Bcc'd in emails, upon arrival into Enate they would be directed to the Unprocessed emails list (due to not having a 'To' address value, the attribute which Enate uses for routing mails to create new Work Items).

To help reduce the ocurrences of such mails landing in 'Unprocessed emails' in this situation, Enate now supports the ability to configure Email Routes which essentially use the knowledge of which email addresses these mails come from to allow it to be processed. To help with this, you're now able to create Email Routes where the Routing Rules contain:

• a '*' wildcard email address setting (i.e. the 'To' address of the incoming mail) along with

• a known email address for the 'Sender List includes' (i.e. the 'From' address of the incoming mail).

This lets you set Enate to process emails coming in from a known email address even when Enate is only set as the bcc addresee. See details below for how to create these Email Routes.

Creating a 'Wildcard' Email Route

Wildcard routes are created in the same way non-wildcard routes are created, via the 'Routes' page in the Email section of Builder. Simply click to create a new email route and fill in the email route pop-up information as required. To set this as a Wildcard Route to handle Bcc scenario, when filling out the Routing Rules information users should put a '*' wildcard asterisk as the 'Email Address', and then in the 'Sender List Includes' field, set the name of the known email address that such mails would be coming from. Multiple such addresses can be added to a single Route, with a ';' semicolon character between.

You should create as many such Wildcard Routes for a single Email Connector as there are different Work Item types you wish to be creating from that connector.

Ordering of Wildcard Routes with Other Routes

When ordering their email routes into a hierarchy, users should always ensure that non-wildcard routes appear above wildcard routes, with overall fallback routes appearing after the wildcard routes at the very bottom of the list.

3. Improved processing of incoming emails where the 'From' address is an internally-used Enate email address

We are making a change in how we analyse incoming emails to determine if they have come from this Enate instance. Until now, the system has used the 'From' address of incoming mails for determining if the mail has come from an address which the Enate system knows that it sends mails out from. The system then ignores such emails as it will have already been dealt with as it was being sent out - this helps reduce creation of duplicate work items. However in some circumstances, third party systems can send emails into Enate which also use those same email addresses as their 'From' - and this results in those emails not being processed by Enate. The new approach avoid this occuring, and such emails from third party systems will now process into Enate. Instead of using the 'From' address, Enate now uses the 'MessageID' of the incoming email to check if it has come from this system. Incoming emails which HAVE actually been sent out by this Enate instance will be identified correctly (and will be ignored), while mails coming from 3rd party systems which would previsouly have been ignored due to their From address will now be processed as desired.

Potential Increase in Mail Volumes

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.

Example of screen popups to help ensure consistent ordering of such routes:

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.

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

Incoming Email Improvements

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

More Data Storage Options - 'Bring Your Own Bucket' for Binary Storage

..and Lots More Improvements & Fixes

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.

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.

Set Up

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

1. Marketplace Setup

2. Contract Setup

3. File Tag Setup

1. Marketplace Setup

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.

2. Contract Setup

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.

3. File Tag Setup

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 adding and maintaining your file tags here.

And you're done.

How it works at runtime

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.

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,

EnateAI for IDP - Document Data Extraction

We have added another integration to our expanding range of EnateAI components - this time we're releasing EnateAI for IDP, 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 Infrrd and Azure.

Document Classification: Auto-Tagging Email Attachments

We've added a new feature in Marketplace for document classification - 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.

Link Tagging

We've expanded the ability to auto-add content into emails based on tags to cover links 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.

New Feature: User Availability Insights

We've added a new optional feature to help with insights and visibility on people's availability - 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.

Changes to Home Page Grid Behaviour

We've made some important changes to how your home page grid works, 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.

Further Updates

• More Flexible Mandatory Fields

• Additions to Advanced Search

• Highlighting Expiring Schedules

• New Original Requester tag

• New option for email processing

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.

2023.5.9.0. - Hotfix

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.

Change Log

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.

Bug Fixes

2023.5.8.0. - Hotfix

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.

Change Log

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.

Bug Fixes

2023.5.7.0. - Hotfix

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.

Change Log

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.

Bug Fixes

Enhancements

2023.5.6.0 - Hotfix

2023.5.6.0 is a Hotfix release for version 2023.5 of Enate that contains bug fixes that have been added since the release of the previous version. There are no new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.

Change Log

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.

Bug Fixes

2023.5.5.0 - Hotfix

2023.5.5.0 is a Hotfix release for version 2023.5 of Enate that contains bug fixes that have been added since the release of the previous version. There are no new features, enhancements, breaking changes or additional breaking API changes in this release, and no additional known issues.

Change Log

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.

Bug Fixes

2023.5.3.0 - Hotfix

2023.5.3.0 is a HotFix release for version 2023.5 of Enate that contains a bug fixes that has been added since the release of the previous version, plus one Breaking API Change. There are no new features, enhancements, or further breaking changes in this release, and no additional known issues.

Change Log

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.

Bug Fixes

Breaking Changes

Below is a copy of the breaking changes document for changes between 2023.5.0 and 2023.5.1 of Enate. It contains information about all the breaking changes within the Data Warehouse and Enate's APIs, and includes the validation codes for version 2023.5.1.

API Changes

This is a downloadable copy of the API changes. It contains information about the API changes that have occurred between versions 2023.5.0 and 2023.5.1 of Enate.

2023.5.2.0 - Production Release

2023.5.2.0 is the production release for version 2023.5 of Enate. It contains a number of new features, enhancements and bug fixes.

Change Log

The change log contains a detailed list of the new features, enhancements, bug fixes and known issues in version 2023.5.2.0 of Enate. A downloadable copy of the New Features & Enhancements Change Log, the Bug Fixes Change Log and the Known Issues Change Log are available below.

New Features & Enhancements

This is a downloadable copy of the new features and enhancements in this version of Enate.

Bug Fixes

This is a downloadable copy of the bug fixes in this version of Enate.

Known Issues

This is a downloadable copy of the known issues in this version of Enate.

API Changes

This is a downloadable copy of the API changes in Enate's 2023.5 release. It contains information about the API changes that have occurred between versions 2023.4 and 2023.5 of Enate.

Warehouse Database Data Dictionary

This is a downloadable copy of the warehouse database data dictionary for all 2023.5 versions of Enate.

Breaking Changes

Below is a copy of the breaking changes document for version 2023.5.0 of Enate. It contains information about all the breaking changes within the Data Warehouse and Enate's APIs, and includes the validation codes for version 2023.5.0.

In this release, we've added the ability to create, manage and use approval request flows in Enate using the new dedicated 'Approvals' Action type.

What are Approval Actions? How do they work?

Often within the Case flows of business processes which are built in Enate there are points where external people (i.e. people working outside Enate - this could be business managers within your company or the relevant client company) need to sign off on activities before the process can continue. Payroll processes are good examples of such processes, where client management need to sign off on payroll reports before the process can be allowed to continue.

Enate's Approval Action is built to specifically support these scenarios in a more integrated way - to ensure that this 'approval cycle' is tightly managed and visible within the flow of activities in Enate. When an Enate Case reaches an Approval Action in a flow, things then work as follows:

1. Enate uses uploaded business rules to determine the Approvers to whom approval request emails should be sent (standard email templates are available, but these can be modified to contain information sufficient for approver to review what is being requested). See dedicated section describing how your approver business rules can be uploaded into Builder.

2. Once the approvers are determined, Enate sends out Approval Requests and then Waits for their response. Depending on the type of approval defined, this might send out one request after another (awaiting approval from the first) in a multilevel request, or might send the request to a group of people in one go, waiting for either one or all to approve before continuing. Note: While this is happening, the Approval Action in Work Manager sits in a state of 'Wait for more Information'

3. Those approvers can then approve or decline, via a link in the email sent to them which takes them to an online form.

4. Once all required Approvals have been received, the Case process can continue again*.

Exceptions - handled by Agent in Work Manager

There may be some exception scenarios to the above where an Agent in Enate can access the Approval Action in Work Manager to carry out any required activities. The can be:

• No approvers (or insufficient approvers) have been determined automatically. The Agent needs to add approver names and set the Action to 'Wait for more Information' in order for the system to send out approval request mails.

• The approval has been declined. The Agent then must either organise whatever adjustments may be necessary before setting the Action back to 'Wait for more Information' in order for the system to send out approval request mails, OR mark mark the activity as unable to resolve, OR mark the Action as 'Resolved', which will approve the request and move the Case on in the flow.

See the Agent activity for Approval Action exceptions section for more detailed information around this. This is found within the How Approval Actions Work at Runtime section.

Setting up Approval Actions in your Case flows

To start using approval flows in Enate, you'll first need to set up a few things up in in Builder before it can be used in Work Manager at runtime. The things you need to set up are:

• The Approval Flow as part of a Case

• Approval email templates - setting up the email the person who will make the approval decision will receive

• Approval decline request reasons - these are the reasons an approver can select from when declining a request

• Approval rules - supplying the rules which determine who approval request are to be sent to

Add an Approval Action to your Case flow

To set up an approval flow within your Case flow, you just add a single Approval Action. You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one.

Approval Actions can be created in the same way any other Action is created in Enate: either from the Service Line page, or directly from within your Case flow.

To create an Approval Action from the Service Line page, select to create a new Action under the desired service line, give the action a name and a description and choose approval action from the type drop down. You can also give the Action approval type a global checklist if you wish.

To create an Approval Action directly from the Case flow itself, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'Approval'.

When you click 'OK, the Action will be created and added to the Case flow.

Fill out the Action's settings

Once you have added your approval Action to your flow, you will then need to fill out its settings.

On the Action Info tab you will need to set when it's due and set an allocation rule.

There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager.

Next, go to the Approvals tab to define the settings which specifically relate to the approval activities.

Approval Types

You'll need to fill in the Approval Type. There are three approval types that you can choose from:

If you have selected 'Multilevel' as your approval type, you will also need to add how many approval levels you would like the request to have, up to a maximum of 3. If you have selected either of the two parallel approval types, the approval levels will automatically be set to 1.

In the Approval Request Email column, select which approval email template you would like to be sent out to the approvers. See the following section to find out how to create and adjust approval email templates.

Creating approval email templates

The person who will make the approval decision will receive an automated email containing the information they need to make the decision.

You can set the template of that email in the Email Templates section of Builder.

You can either select one of the system standard templates, depending on the approval type, or you can select from one of your own custom email templates.

There are two system standard templates available:

• Approval Request Multi-Level - make sure to select this option if you're approval is multilevel

• Approval Request Parallel - make sure to select this option if you're approval is a parallel request

If the system standard templates don't quite meet you needs, you can modify the existing pre-created approval templates, or create your own from scratch. When you are creating your own from scratch, make sure to set the purpose of the template as 'approval request' in order for it to appear as an option for you to choose from when you are designing your approval process in the Case screen.

You can insert or edit the approve and decline buttons on your email using the 'Insert Approval Buttons' option.

These buttons are editable using the button details pop up.

You can also add approval-specific custom fields to the template which will auto-populate with the details relevant for each specific approval request.

These fields include:

• Approval Accept Request Link - inserts a hyper link to the approval acceptance page

• Approval Decline Request Link - inserts a hyper link to the approval decline page

• Approver Level - inserts the level of approver (this will only be relevant for multi-level approvals)

• Other Approver Names - inserts the names of the remaining approvers (this will only be relevant for multi-level approvals)

• Total Number of Approvers - inserts the total number of approvers

• Type of Approval - inserts the type of approval (i.e. multi-level and parallel)

Once you save it, you can select to use this template in your approval processes from the Case flow.

At runtime, when the flow of a Case reaches your approval action, the email will be automatically sent out to one or more approvers. The mail links for approval decision will take them to the relevant approval decision page, let them confirm a decision and add any comments if they want. If they've decided to decline the request, they will have to specify an approval decline reason. The approval decline reasons they can choose from are set in Builder, see the following section to find out more.

Creating Approval Decline Request Reasons

At runtime, if an approver decides to decline a request, they will have to specify an approval decline reason.

The approval decline reasons they can choose from are set the 'Reasons for Approval Decline' section of the System Settings page in Builder.

There are a number of default, out-of-the-box reasons, which include:

If these don't quite meet your needs, you can also create new approval decline reasons. To create a brand new reason, click on the plus symbol.

Give the reason a name and a description and click to create.

You can always edit an approval decline reason after it has been created by clicking on it and editing its details in the subsequent pop-up, and you can delete a reason by hovering over the reason and clicking on the 'X'.

Defining Approval Rules

The most important part of this approval action set up to be aware of is supplying the rules which determine who approval request are to be sent to. There can be any number of different business rules, from the simple to very complex, involved here. Rather than create a dedicated rule interface in Builder for you to try to build them directly there (which would be very unlikely to cover such a wide range of required business scenarios), we instead use an approach where you can upload an Excel file where you can define whatever business rules you need to, as long as the result passes up to Enate the names of the individuals who are to be the approvers.

You can download an Excel template from the Approval Rules section of the System Settings page in Builder that you can use as a guide for your own rule creation.

The first sheet of the template contains instructions about how you should correctly format your own approval rules.

Some of the excel template consists of standard sections where you'll need to provide data in a certain way, while other sections are more freeform where you can enter whatever business logic you need to. Note that the variables defined will need to be information Enate has access to, and the Approvers specified will at least need to have a Contact record set for them within the system.

The Input Parameters sheet is were you define the values that they will use in their rule conditions.

The Rules sheet is where users define your rule conditions. These rules should be based on the Input Parameters specified in the Input Parameters tab.

The Approver sheet is where you provide their approvers, and their approval levels. When an approval process is triggered in Enate, Enate will use these values to determine who to send the approval request to.

Whenever an Approval Action is triggered in a workflow, Enate will automatically run through the rules in the Excel template (passing in whatever variable values are asked for from the work item) extract the resulting approver names and email addresses and then send the approval requests to those individuals.

Once you have uploaded a valid rule file, it will be marked as having 'Validated Changes' .

This means it can be used for testing in Work Manager using test mode. Once you have done your testing and you are happy with your rules, set the rules sheet to live so that it can be used in live processes.

You can also download, delete and view the activity history of the rules file using the ellipses menu on each uploaded sheet.

How Approval Actions work at Runtime

Approval requests get sent out to agents working externally from Enate to approve or decline.

There are a few different types of approval that affect how the decision is made:

• In a multilevel scenario, the request email is sent to each new level upon successful approval from previous, up to a maximum of 3 levels. If any person declines, the approval is declined.

• In a parallel any scenario, the request email is sent to all approvers and the first decision is taken.

• In a parallel all scenario, the request email is sent to all approvers and ALL must approve for the request to be approved. If any decline, the approval is declined.

If the request gets approved by all necessary parties, the approval Action gets successfully resolved and closed automatically, so no Work Manager Agent will need to pick it up, although the closed Action can always be viewed by manually clicking on it.

Agent activity for Approval Action exceptions

There are, however, a couple of scenarios where a Work Manager agent might need to pick up and further process an approval Action, if the approval has been declined or if the agent needs to add in approvers because one or more required approvers is blank.

In the scenario where an approval request has been declined, the Action will move into a state of 'To Do' and so will ultimately need to be dealt with by a Work Manager Agent. They should review the approval decline reason provided by the approver and decide how to proceed. They can either:

1. Update as needed and Resend the request by setting the Action to 'Wait'. This will auto-send out the approval request email again** and place the Action in a state of 'Wait for More Information' - since we're waiting for external information (an approval response) to be registered back into the system before activity can proceed.

2. Mark the Action as Unable to complete. This will alert the Case owner who then needs to decide how to proceed - perhaps by reworking the Case or closing the Case entirely.

3. Mark the Action as Resolved which will manually mark the request as approved. The Case with then progress to the next Action.

While Agents are dealing with an Approval Action, and how to Set it going again..

In the scenario where an agent needs to add in approvers because one or more required approvers is blank (or make changes which result in the approval requests needing to be sent out again), the Agent will pick up the Approval Action in a state of To Do. Once they have finished making any adjustments and / or filling in missing Approver names, the must then place the Action in a state of Wait. Once they do this will auto-send the approval request email and then move the Action to a state of 'Wait for more information' as it is waiting for external info (approval) before proceeding.

If you want to time out Approval Requests..

By default, Approval Actions will continue in their current state when the action reaches its Due Date, even if sufficient approvals have yet to be received. If, alternatively, you would like the action to time out at that point, you can switch the 'Auto-complete on Timeout' setting in the General Settings for this Action to ON (the default for this is OFF). Set like this, upon reaching its due date the Action would instead close and the Case will be flagged for an Agent to look at and resolve as they see necessary, e.g. starting another Approval Action or reworking the Case from a previous point. The Case would not resume until the Agent has specified how to do so.

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, such as items in a Wait state, you'll find in the Owned Work views.

For a more detailed breakout of all scenarios, see the table below:

Overview

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.

Further details

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.

With the 'Only to Resolve' setting, the validation check only occurs when an agent clicks to mark the work item as successfully resolved. This means that when an agent clicks to change the status of the work item to resolved successfully but has not filled out the mandatory fields, the system will prevent the agent from resolving the work item and will ask the agent to complete the mandatory fields in order to proceed. However, if the agent is changing the status to something other than successfully resolved, e.g. 'Waiting' because they do not have the data required to fill in the mandatory data fields, or they are rejecting or cancelling the work item, the system will not ask the user to fill in the mandatory fields; they will instead be able to proceed without being forced to fill in the mandatory data fields.

What counts a resolving a work item successfully?

For a Ticket, this is when choosing to resolve a Ticket

• With Customer Response, or with

• No customer response

For an Action, this is when you click to resolve the Action and mark it as 'complete'.

How to activate 'Only on Resolve'

To turn on the 'Only on Resolve' setting, go to Custom Cards page in Builder and select the desired custom card. Select the desired custom data field from the list of Added Fields on the left and click the '+' icon. This will open the Field Settings pop-up. Once you have selected the 'mandatory' setting, you will be able to select the 'Only on Resolve' setting and the click 'Apply'.

Below is a table of rules for behavior of when validation will run when 'Only on Resolve' is selected:

With version 23.4, Enate users now have access to a new Integration option: Document Extraction from AzureAI. This integration can be activated via the Enate Marketplace, then integrated into user's business flows (the same as you can EnateAI for IDP's Document Extraction) to help speed up the processing and extraction of data from Files attached to work items in Work Manager.

The Azure Document Extraction Integration automatically extracts the relevant data from the Files attached to incoming emails. Documents such as PDFs can be scanned and used both to start Cases in Enate and to form part of the ongoing process's activities.

When a Document Extraction Action runs for a Case, documents attached to the Case can be submitted to Azure for scanning, and processed JSON output files will be returned and automatically attached to the Case. The JSON files give you a structured breakout of data from within these documents, allowing for downstream processing by further external systems and technologies.

How does AzureAI work in Work Manager

The action will process all files that are tagged with the tags it has been configured to pick up. Once processed, if AzureAI is confident in its extraction results, the action will continue to the next point in the case flow, without the agent needing to intervene. A JSON output file of the extracted data (in a structured format) gets attached to the case, and the action will close automatically. Agents can still click to view the Action if they wish to, which will show the completed document extraction(s) and any output JSON files in the 'Files' tab.

What happens when AzureAI requests you to verify a file

To verify such files, the agent just needs to click on the 'Verify Now' button and scroll to the AzureAI Validation Station screen which is then displayed below, to review and amend contesnts. This can be displayed in-situe within the action screen, or in a popout screen to give more screen space.

On this validation screen the agent will be able to see a scanned copy of the file, which can be multiple pages, alongside three tabs showing extracted data.

• The Extracted Data tab shows the agent key value pairs of the extracted data along with the confidence level that AzureAI has given them. The values can be adjusted when necessary and are saved once the agent clicks the update button for that value. Doing so will set the confidence value to 100% for that Key.

• The Tables tab shows any repeating data that has been picked out as a table.

• The Additional Data tab shows additional data that has been picked up from the document. AzureAI's document data extraction technology allows Agents to take this kind of data and actually promote it up to being a Key / Value pair that will be shown on the Extracted Data tab, allowing the Agent to not just adjust the proposed values of recognized keys but also adding further keys if they have not been picked up.

If the agent needs to leave the Validation Station screen at any time they can just click 'Save as Draft' to save their changes. Once an agent is happy with the data all they need to do to submit the updated data is to click 'Submit Validation'.

Once all files requiring verification have been verified by the agent, the action will automatically be marked as Resolved (and will then move to Closed).

Document Extraction from AzureAI - Config Setup

How do you go about setting up AzureAI's document classification in your system? There are two main steps to follow:

1. Activate the integration in Enate Marketplace. This includes adding which 'models' of document type you wish to be available to the Integration (i.e. to tell it what different kinds of documents you want to be able to set the integration to analyse, such as 'Invoice' or 'Job Application')

2. Add Azure Data Extraction actions into your Case flow at required points, given some settings on what documents you want to be analysed, and which specific model you want the AI to use from the list of pre-defined models.

Activating AzureAI Document Extraction in Marketplace

Once a user has their Azure account set up they should then go to Enate Marketplace, located in Builder, filter for AzureAI and then click to Activate the Document Extraction integration. This will cause a pop-up to appear which will need to be completed to successfully activate the integration.

Users will need to fill in the following information:

• The URL (which is the 'Endpoint' URL found in a users Azure account)

• The API Key (found in a users Azure Account)

• The Azure Storage Account Name

• The Azure Storage Account Key

• The Connection String

• The Storage Account Container Name

• The Model ID

• The Model Name

• The Model API Key (same as the key for the API Key Box)

Adding Models to the AzureAI Document Extraction Integration

Users can add as many Model IDs as they want by simply clicking the 'Add More Models' button on the pop-up. This will create a new row per click in which the user needs to put the Model ID, Model Name and the API Key. To delete a Model ID a user needs only to click on the delete icon on the right hand side of the rows.

Once a user has filled out all of the required information they need to test the connection.

Once the connection has been successfully tested, users can click the final activate button.

Configuring AzureAI for Document Extraction Actions into your Case flows

Once you're activated the AzureAI data extraction integration, you can then add 'IDP Data Extraction' Actions into your desired Case flows in Builder. You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one. To create an IDP Document Extraction Action in a Case, from the Action selection drop-down select to create a new Action.

Give the Action a name, add a description if you wish and for its type select 'IDP Data Extraction Action'. When you click 'OK, the Action will be created and added to the Case flow.

On the Action Info tab you will need to set when it's due and set an Allocation rule (i.e. where to route the Action if it needs to be manually reviewed by an Agent when the technology's confidence levels aren't high enough).

There's also general settings for the Action too, and ability to set a custom card, again only really for use in the event that someone needs to intervene and view the action in Work Manager - though remember that the Validation Station screen will automatically show in such circumstances.

Next, go to the 'IDP Document Extraction tab' for the Action to define the settings which specifically relate to the approval activities.

You'll need to fill in:

• The Extraction Model - this is the ID of the model you want to use for that process. The Extraction Model options that can be chosen here are the Model Names specified in the Integration details (popup) screen in Marketplace.

• The Input File Tag - the tag that a document must be tagged with in order for this Action to pick it up and perform data extraction on it. For example, setting this to 'Invoice' will ensure that only files tagged as 'Invoice' will be picked up from the Work Item. All other documents will be ignored by the Action.

• The Output File Tag - the tag that the Action will assign to any analysed files once the document extraction process has completed. For example, you may want to set a value of 'Processed' for any documents which have been picked up.

Once you have filled in the above settings details, you can set the Case live and you'll now have automatic document data extraction working on your Case process.

We have added another integration to our expanding range of EnateAI components - this time we're releasing EnateAI for IDP, starting with Document Extraction. It's available now in your Enate Marketplace.

The EnateAI Document Extraction component automatically extracts the relevant data from the Files attached to incoming emails, so that this data can be used in further processing of the work item, saving your agents time and effort. Documents such as PDFs can be scanned and used both to start Cases in Enate and to form part of the ongoing process's activities.

When a Document Extraction Action runs for a Case, documents attached to the Case can be submitted to EnateAI for scanning, and processed JSON output files will be returned and automatically attached to the Case. The JSON files give you a structured breakout of data from within these documents, allowing for much easier and slicker downstream processing by further external systems and technologies.

How does EnateAI Document Extraction work at runtime?

When a case is started in Enate by an incoming email with files attached, the agent can assign Tags to the individual files (or you can use EnateAI's Document Classification integration to have the system do this for you automatically). Once this is done, the case can move onto an EnateAI Document Data Extraction Action which has been set in the case flow.

The action will process all files that are tagged with the tags it has been configured to pick up. Once processed, if EnateAI is confident in its extraction results, the action will continue to the next point in the case flow, without the agent needing to intervene. A JSON output file of the extracted data (in a structured format) gets attached to the case, and the action will close automatically. Agents can still click to view the Action if they wish to, which will show the completed document extraction(s) and any output JSON files in the 'Files' tab.

Agents can verify when AI isn't confident enough - 'Validation Station' screen

If EnateAI confidence in its data extraction result drops below the designated threshold, the system will automatically set the action to be picked up by a human agent to process. When the agent opens the action they will see that it is in a state of 'To Do' - any documents needing their input will be marked with 'Requires verification'.

To verify the problem files the agent just needs to click on the 'Verify Now' button and scroll to the EnateAI Validation Station screen to review and amend contents.

On this validation screen the agent will be able to see a scanned copy of the file, which can be multiple pages, alongside three tabs showing extracted data.

• The Extracted Data tab shows the agent key value pairs of the extracted data along with the confidence level that EnateAI has given them. The values can be adjusted when necessary and are saved once the agent clicks the update button for that value. Doing so will set the confidence value to 100% for that Key.

• The Tables tab shows any repeating data that has been picked out as a table.

• The Additional Data tab shows additional data that has been picked up from the document. EnateAI's document data extraction technology allows Agents to take this kind of data and actually promote it up to being a Key / Value pair that will be shown on the Extracted Data tab, allowing the Agent to not just adjust the proposed values of recognized keys but also adding further keys if they have not been picked up.

If the agent needs to leave the Validation Station screen at any time they can just click 'Save as Draft' to save their changes. Once an agent is happy with the data all they need to do to submit the updated data is to click 'Submit Validation'.

Once all files requiring verification have been verified by the agent, the action will automatically be marked as Resolved and will then move to Closed.

Configuring EnateAI for IDP - Document Extraction

Setting up EnateAI for IDP - Document Extraction is extremely quick and simple - only two quick steps are needed:

1. Switch on EnateAI - Document Extraction in Builder's Marketplace

2. Add an 'IDP Data Extraction Action' into your Case flow.

How to Activate EnateAI for Document Extraction in Marketplace

To activate the EnateAI Document Extraction component, Builder users navigate to the Enate Marketplace, use the filters (Provider and/or Category) to find the component and then click to activate. This will instantly activate the component without the need to input any additional keys as would be needed with similar integrations provided by external technologies .

How to configure EnateAI for Document Extraction Actions into your Cases

You can then add 'IDP Data Extraction' Actions into your desired Case flows in Builder. You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one. To create an IDP Document Extraction Action in a Case, from the Action selection drop-down select to create a new Action.

Give the Action a name, add a description if you wish and for its type, select 'IDP Data Extraction Action'. When you click 'OK, the Action will be created and added to the Case flow.

On the Action Info tab you will need to set when it's due and set an Allocation rule (i.e. where to route the Action if it needs to be manually reviewed by an Agent when the technology's confidence levels aren't high enough).

There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager - though remember that the Validation Station screen will automatically show in such circumstances.

Next, go to the 'IDP Document Extraction tab' for the Action to define the settings which specifically relate to the approval activities.

You'll need to fill in:

• The Extraction Model - this is the ID of the model you want to use for that process. See this section for more information on Extraction Models.

• The Input File Tag - the tag that the document must be tagged with in order for the Action to pick it up and perform data extraction on it. For example, setting this to 'Invoice' will ensure that only files tagged as 'Invoice' will be picked up. All other documents will be ignored by the Action.

• The Output File Tag - the tag that the Action will assign to the file once the document extraction process has completed. For example, you may want to set a value of 'Processed' for any documents will have been picked up.

Once you have filled in the above settings details, you can set the Case live and you'll now have automatic document data extraction working on your Case process.

Extraction Models Available

EnateAI offers a range of extraction models to use when configuring your IDP Document Extraction action.

The current Extraction Models available are:

• Business Card

• Contract

• General Document

• Health Insurance Card

• ID Document

• Invoice

• Receipt

• US Tax Document Model

Other Providers

Overview

We have added a new provider for our Document Data Extraction component, available in Enate Marketplace. You are now able to use Infrrd as your technology provider for this component.

The Document Extraction component automatically extracts the relevant data from files attached to incoming emails so that this data can be used in further processing of the work item, saving your agents time and effort. This also means that documents such as PDFs can be scanned and used both to start Cases in Enate and to form part of the ongoing process's activities.

When a Document Extraction Action runs for a Case, documents attached to the Case can be submitted to your desired technology for scanning and the processed output files will be returned and automatically attached to the Case.

If at any point the technology you're using is not confident enough of the results, based on a confidence threshold that you can set, Enate will instantly transfer the work to an agent in Work Manager to look over and verify, giving you that 'human in the loop' support.

This component can be switched on by your admin in the Marketplace section of Enate Builder. More variations will become available in Marketplace over time.

Check out this video to find out more:

How it works at runtime

When the Case is run in Work Manager, relevant data from files attached to incoming emails for it will be automatically analyzed and extracted.

If the technology you're using is confident enough about its data extraction results, this Action won't even need to be seen by a human user, it will simply be completed automatically and the Case will move on to the next Action. The completed data extraction Action can still be viewed if you click on it, but it won't need to be handed over to a human user for involvement.

However, if the extraction technology is less confident in its data extraction results, the Action will be handed over to a human user when they next hit 'pull from Queue' in their home page, to pick up and look over. When an agent opens the Action, they'll see that it's been given to them because some further checks are required.

To do this, the agent just needs to click on 'Verify Now' and scroll to the 'validation station' screen in the Action, which shows the scanned document image and the resulting extracted table of data values. This lets the agent see where those lower confidence levels are highlighted, review them and make any necessary corrections manually. This can viewed in-situ, or expanded out to a popup to display full screen.

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

Once the agent is happy that the extracted data is as desired, they can click to mark the Action as completed successfully.

Set Up Using Infrrd

There are a few steps to follow when it comes to switching Document Extraction component on with Infrrd.

1. Marketplace Setup

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

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

2. Case Flow Setup

You'll then need to set up your Case flow to support the Document Extraction component. This involves adding an 'IDP Data Extraction' Action in Enate Builder to use in your desired Case flows.

You can either add an existing one from the Actions list if one has already been created, or you can create a brand new one.

IDP Data Extraction Actions can be created in the same way any other Action is created in Enate: either from the Service Line page, or directly from within your Case flow.

To create an IDP Data Extraction Action from the Service Line page, select to create a new Action under the desired service line, give the action a name and a description and choose approval action from the type drop down. You can also give the Action a global checklist if you wish.

To create an IDP Document Extraction Action directly from the Case flow itself, open a Case flow in edit mode, click on an Action's menu and then instead of clicking to add an existing Action, select to create a new Action by clicking the '+' icon.

Give the Action a name, add a description if you wish and for its type, select 'IDP Data Extraction Action'. When you click 'OK, the Action will be created and added to the Case flow.

Once you have added your approval action to your flow, you will then need to fill out its settings.

On the Action Info tab you will need to set when it's due and set an Allocation rule.

There's also general settings for the Action too, and ability to set a custom card, again only really for use in the unlikely event that someone needs to intervene and view the action in Work Manager.

Next, go to the IDP Document Extraction tab to define the settings which specifically relate to the approval activities.

You'll need to fill in the Extraction Model - this is the ID of the model you want to use for that process.

You'll also need to fill in the input and output tags. The input tag is the tag that the file/document must be tagged with in Work Manager in order to be eligible for document extraction processing. The output tag is the tag that will be assigned to the file/document in Work Manager once the document extraction process has completed.

Once you have filled in the above settings details, set the Case live.