October 22, 2026

MCP Servers, Auto-Translate per Team, and Fixes

Connect an MCP server and choose which of its tools the AI agent may use, and turn automatic translation off for any team.

Connect an MCP server#

Add a remote MCP server on Integrations, connect it, and pick which of its tools the AI agent may use on tickets. Tools you set to Write wait for a person to approve them.

Turn automatic translation off for a team#

Each team now has its own Auto-translate switch. Turn it off, and that team's replies are sent exactly as written.

Fixes and improvements#

The switcher in the sidebar picks an organization, and you work across every team of it you're on
Automatic deletion of old ticket content is on for new teams, and existing teams get 30 days' notice by email first
A new team's AI agent writes email drafts in the language the customer wrote in
When the AI agent cancels a Shopify order, it can refund it too, to the original payment or as store credit
A Shopify refund after an order edit goes through, and Send warns you if an approved refund failed
After the AI agent changes a Shopify order, it releases the fulfillment hold it placed first
A forwarded email names the person who forwarded it, never their login email
An automation whose owner loses access pauses, so someone with access can resume it
The AI agent no longer cancels a return the customer registered themselves
When a customer asks about a colleague's promise, the AI agent checks before confirming it
When a colleague takes over what a follow-up was waiting for, the AI agent cancels its follow-up
With Returnflows, a new return label comes with its PDF link, or its hand-in code
With Pakman, delivery changes, holds and releases are separate actions, each with its own approval setting
Shops installed from the Shopify App Store can turn on discount codes, gift cards and store content

Fixes and improvements#

The switcher in the sidebar picks an organization, and you work across every team of it you're on
Automatic deletion of old ticket content is on for new teams, and existing teams get 30 days' notice by email first
A new team's AI agent writes email drafts in the language the customer wrote in
When the AI agent cancels a Shopify order, it can refund it too, to the original payment or as store credit
A Shopify refund after an order edit goes through, and Send warns you if an approved refund failed
After the AI agent changes a Shopify order, it releases the fulfillment hold it placed first
A forwarded email names the person who forwarded it, never their login email
An automation whose owner loses access pauses, so someone with access can resume it
The AI agent no longer cancels a return the customer registered themselves
When a customer asks about a colleague's promise, the AI agent checks before confirming it
When a colleague takes over what a follow-up was waiting for, the AI agent cancels its follow-up
With Returnflows, a new return label comes with its PDF link, or its hand-in code
With Pakman, delivery changes, holds and releases are separate actions, each with its own approval setting
Shops installed from the Shopify App Store can turn on discount codes, gift cards and store content