All the recent features, enhancements and fixes we've added to Enate.
Other useful links: Main Enate Help for a more comprehensive look at all Enate's Features; Feature Waves - An Overview to see the new way Enate rolls out system enhancements; Release Notes for a definitive list of updates and fixes in the latest software.
10th July 2026
The July 2026 Feature Wave brings with it a number of changes and improvements to SSO & Robot login, a new more comprehensive operations report as well other enhancements. You can take a detailed look at the individual features from the links below:
6 New Dashboards: Operations Performance Overview Report for Team Leaders The Operations Performance Overview Report offers 6 dashboards covering work volume, quality, SLA performance, agent productivity, and email communications, all in one place.
Robot accounts can now authenticate using Robot Credentials, similar to human user accounts, instead of a shared password. It's a more secure way to authenticate, and it works well with our new versioned APIs.
This update simplifies the process of activating new email connectors. Now you can turn on outgoing mail first, test it works, then switch on incoming when you're ready.
Draft processes now have a ‘Set Live’ button right in the Service Matrix. Set everything up in advance, then publish each process with one click, instead of opening, editing, and rechecking every process during your downtime window.
We’ve improved the user experience for customers who have more than one SSO set up. Now, users just have to type their username or email, and Enate routes them to the right SSO provider based on their domain
8th April 2026
With this Feature Wave we're releasing a number of new changes and enhancements, particularly for Email setup. Check out this video to find out more about What's New in the April 2026 Feature Wave.
You can also take a look at an overview in the section, or take a more detailed look at the individual features from the links below:
22nd January 2026
As part of the Nov 2025 Feature Wave, agents can now Tickets and Actions via their Homepage Grids. You can use this to, for example, remove multiple erroneous tickets from your work lists created by spam emails
Select which Tickets / Actions you want to resolve, up to 50 items.
Click on the ‘Resolve’ link in the grid's bulk activity toolbar, set a Resolution Method to be applied to these work items, then hit the Resolve button to confirm.
The selected Tickets/Actions will automatically be marked as resolved and will be removed from the grid. Click for more information.
20th November 2025
Most of the changes in the November 2025 Feature Wave are behind-the-scenes architectural changes, however there are still a number of changes to walk through. Check out the dedicated section which talk about these in more detail, or jump straight to them from the list below:
The , available in Enate , analyzes the attachments of incoming emails and automatically classifies them with a tag.
This provides accurate tagging of the files in your work items without an agent needing to spend time doing this manually, saving time and effort and allowing them to focus on their core activities.
With the release of Enate AI's latest offering - AI Analyst, we're 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...
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'.
, from unhandled emails - letting you fix the issue at source so THAT kind of mail never lands in the unhandled email pile again.
These to help clear out backlogs of Unhandled emails.
allows you to clear up large volumes of historic emails which are not going to be converted into work items.
New l
, where someone cc'd on an original mail responds.
New feature to let you 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 , 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.
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.
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 in Builder and to
We've created a new . 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 on the login page.
We've added some on users, customers and contracts
You can also check out the dedicated section for the 2024.1 release to see these changes in detail
In , we've focused on making a number of adjustments, enhancements and fixes throughout the system, mixed in with some useful new features which are detailed below:
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 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 you're running, letting you implement new AI technology while safeguarding specific work activities which you want to keep running as-is.
We've made a number of enhancements relating to how incoming emails are treated, to make sure
made changes to , to allow more of them to be processed.
Added support for which let you process incoming emails where Enate has been Bcc'd.
changed , to ensure mails sent from 3rd party systems which could be confused with those get processed.
Enate's Binary Storage is used for storing raw communications, communication attachments, files attached to work items, and files exported from Advanced Search views. Enate is always provisioned with the primary binary storage configured in an Enate Azure tenant. However, with the arrival of v2023.5, you've now got the option of .
In addition to these enhancements we've added a large number of fixes to help improve and stabilise the use of certain recent features. You can check out this in the section.
You can also check out the dedicated section for the 2023.5 release to see these changes in more detail:
New to give a more prominent awareness of when there are Unhandled Emails to deal with.