Waypoints 26.2
Omnichannel Innovation in bloom.
This quarter’s innovation release for Manhattan Active® Omni continues our Waypoints journey with a fresh wave of powerful innovations across Order Management, Customer Service & Engagement, Point of Sale, Store Inventory & Fulfillment, and Enterprise Promise & Fulfill.
As retailers gear up for a new season of growth, this release deepens our agentic AI capabilities, scales fulfillment optimization to more complex networks, and provides store and service teams with smarter tools to move faster, adapt to shifting demand, and serve customers better.
Kinsella's Cut
Manhattan’s SVP of Product, Brian Kinsella, offers his perspective on the latest innovations delivered in Waypoints 26.2 for Manhattan Active® Omni.
Kinsella’s Cut is where Brian highlights just a few features that represent meaningful progress, capabilities designed to simplify complexity, accelerate execution, and help customers stay ahead of what’s next.
New Innovations in 26.2
Order Management
Join Product Leader Amy Tennent as she walks through the newest innovations in Manhattan Active Order Management. Watch the full overview video for the complete story, or jump to the short feature reels below to explore what matters most to you.
Amy leads innovation across Order Management, Store Inventory & Fulfillment, and Enterprise Promise & Fulfill.
AI Backorder Monitoring Agent
Turn backorders into a proactive, automated workflow instead of a daily fire drill. The new Backorder Monitoring Agent continuously scans backorders across channels, diagnoses root causes using a structured troubleshooting workflow, and summarizes next best actions for operations teams in plain language.
- Eliminates manual “screen hopping” across multiple UIs and APIs to understand what’s wrong.
- Automatically notifies the right users or teams via email with a concise explanation of what was checked and what was found.
- Acts like a digital backorder specialist that never sleeps, helping you reduce delays and improve customer promise accuracy.
Fulfillment Optimization Simulation at Enterprise Scale
Building on the Fulfillment Optimization Simulation engine, the 26.2 release extends “what if ” analysis to multiple organizations and up to 50,000 orders in a single run, so you can model high volume, multi-brand or multi-region scenarios with confidence.
- Test alternate fulfillment strategies across your broader network, not just a single org.
- Replay large order sets to compare cost, splits, and location level impacts before you change your live strategy.
- Use the same, consistent order set across all simulations so decisions are data-driven and comparable over time.
Dynamic Fulfillment Optimization Template Selection
Reduce integration complexity without losing control. Manhattan Active Omni can now dynamically select the fulfillment optimization template based on attributes in the cart ATP request, removing the need for channels to pass a strategy ID.
- Simplifies integration for commerce and call center channels.
- Ensures the right fulfillment strategy is always applied based on business context instead of hard coded IDs.
Alternate UOMs for Invoicing & Returns
26.2 extends alternate units of measure (UOM) beyond capture and fulfillment into invoicing and returns , including catch weight/catch measure items.
- Authorize payments for more than the original order total when needed (for example, variable weight items).
- Invoice against the actual fulfilled catch measure for precise financials.
- Support returns and exchanges for variable price items, with end-to-end coverage that includes invoicing, payment, and Manhattan Active Warehouse Management integration for catch weight products.
Short Feature Reels, Order Management
Get a quick, focused look at what’s new in 26.2. These short feature reels highlight individual innovations so you can explore what matters most to you now, without watching the full release video. Most reels run just 30 seconds to two minutes.
New Innovations in 26.2
What's New in Enterprise Promise & Fulfill
Join Product Leader Amy Tennent as she walks through the newest innovations in Enterprise Promise & Fulfill. Watch the full overview video for the complete story, or jump to the short feature reels below to explore what matters most to you.
Enterprise Promise & Fulfill (EPF): B2B Visibility at Scale
B2B Orders UIs: From order level clarity to line level precision
26.2 introduces significant enhancements to B2B orders and order line user interfaces:
- Multiple Fulfillment Groups in Order Entry: If some items on an order cannot meet the original requested delivery date, users can move those lines into a new fulfillment group with a later date, ensuring the rest of the order ships on time.
- Enhanced B2B Orders UI: Search and filter orders by hold type, status, and order type, making it easier to zero in on orders that require action (such as those on hold pending order total validation).
- Allocation visibility: The Allocation Details fly out includes more allocation and supply information, improving transparency into how items are being sourced.
- New B2B Order Lines UI: View and manage order lines across multiple orders in a single workspace, with built-in filtering designed for high volume operations so teams can locate, review, and act on lines more efficiently.
Short Feature Reels, Enterprise Promise & Fulfill
Please take a quick, focused look at what’s new in 26.2 through our feature reels. These short videos highlight individual innovations so you can explore what matters most to you now, without watching the full release video. Most reels run just 30 seconds to two minutes.
New Innovations in 26.2
Store Inventory & Fulfillment
Join Product Leader Amy Tennent as she walks through the newest innovations in Store Inventory & Fulfillment. Watch the full overview video for the complete story, or jump to the short feature reels below to explore what matters most to you.
Store Inventory & Fulfillment: Always on Track, Always in Stock
Store Fulfillment Monitoring Agent
The Store Fulfillment Monitoring Agent keeps pick-up-in-store and ship-from-store SLAs on track by continuously monitoring orders and alerting stores before goals are missed.
- Corporate teams define alert thresholds (for example, more than two pickup orders at risk).
- Stores receive push notifications with one tap actions like generating a picklist and recommendations on who should pick, so orders get back on track fast.
- Improves SLA adherence, customer satisfaction, and gives associates more time on the floor instead of constantly checking for at risk orders.
Customer Driven Ship to Store Flexibility
Give customers more control and turn canceled pick ups into in-store inventory faster:
- Customers can now cancel ship-to-store orders while in transit to the pick-up-store, unlocking quicker refunds they can reuse for new purchases.
- Store associates are automatically alerted during receiving when a shipment is fully or partially canceled, enabling them to divert items directly to store stock instead of staging for pick up.
Faster Picking and Carrier Modernization
- Picking with type ahead search: Associates can filter picklists by department or tag with type ahead, making it faster to zero in on specific groups of orders.
- FedEx REST APIs: With FedEx deprecating SOAP web services in June 2026, Manhattan Active Omni now supports base integration using FedEx REST APIs keeping your shipping stack current and future ready.
Advanced Restock & Inventory Runner
Keep shelves full with less manual effort:
- Advanced Restock automates replenishment decisions using shelf capacity and minimum shelf quantities, calculating required quantities and available inventory so associates spend less time on manual walks and task creation.
- Inventory Runner – Notes let associates add contextual instructions to product requests (for example, “any colors in size Large” or “two backup options”), so runners can fulfill the shopper’s need in a single trip.
Better Visibility and Control Over Store Inventory
26.2 adds several enhancements to make store inventory views and counts more efficient:
- View Inventory can now be filtered to show only products available in a store, cutting noise for associates searching for available stock.
- Store initiated counts support type ahead search when creating counts by department and product class, accelerating count setup and reducing errors.
RFID Receiving Validation
To improve RFID receiving accuracy at scale, 26.2 introduces a validation step before submission:
- When a user presses Submit, the system checks for packages with partially read tags and warns the user if any need further investigation.
- Associates can confidently submit fully read packages and are redirected to focus on partials, which is especially critical when receiving large volumes where issues are easy to miss.
Short Feature Reels, Store Inventory & Fulfillment
Please take a quick, focused look at what’s new in 26.2 through our feature reels. These short videos highlight individual innovations so you can explore what matters most to you now, without watching the full release video. Most reels run just 30 seconds to two minutes.
New Innovations in 26.2
Point of Sale
Join Product Leader Robby Dewling as he walks through the newest innovations in Point of Sale. Watch the full overview video for the complete story, or jump to the short feature reels below to explore what matters most to you.
As the Product Leader, Robby drives product innovation for Point of Sale.
Point of Sale & In-Store Experience: Data-Driven Selling and Resilient Checkout
AI Huddle Card: Daily coaching, embedded in POS
The AI Huddle Card transforms your POS Performance Dashboard into a coaching engine for every shift.
- Proactively monitors store selling performance against goals and references merchant specific training and strategy docs to provide tailored guidance.
- Gives store managers and associates simple, focused coaching in plain language so they know exactly where to focus.
- Turns performance data into actionable insights and recommendations that lift sales and conversion, especially during daily huddles.
Offline Promotions Across All Operating Systems
Offline promotions now run consistently on Windows, iOS, and Android , with eligible, store specific promotions exported and cached locally.
- Associates can apply the right offers even when devices are offline—no manual markdowns or messy workarounds.
- Ensures consistent, accurate promotion behavior across the fleet and protects both margin and experience when networks are unreliable.
Merchandising and Margin Controls in the Cart
New capabilities help you merchandise smarter and protect profitability:
- Catalog Category Default Sort: Configure a custom default sort order for each category—using base attributes (like price or season) or extended attributes (like a numeric “Rank”)—so associates and customers always see strategically prioritized products first.
- Shipping Deal Calculation After Promotion Evaluation: Free or discounted shipping offers (like “free shipping over $100”) now evaluate thresholds after promotions are applied to the cart, aligning with common ecommerce policies and protecting shipping margin.
- Improved item visibility in cart: Item images are streamlined so more lines are visible at once, making it easier for associates to review items, promotions, and adjustments without excessive scrolling.
Better Data for Downstream Operations and Finance
- Ship-to-Address Validation: POS now validates that both email and phone number are captured when creating a ship to address, reducing downstream communication and shipping issues.
- Chase Card Token Support: Through the Verifone Payware Connect integration, POS supports Chase card tokens so follow on refunds use the original token, ensuring returns in different stores are attributed correctly and store level reconciliation is accurate.
Short Feature Reels, Point of Sale
Please take a quick, focused look at what’s new in 26.2 through our feature reels. These short videos highlight individual innovations so you can explore what matters most to you now, without watching the full release video. Most reels run just 30 seconds to two minutes.
New Innovations for 26.2
Customer Service & Engagement
Join Product Leader Ellie Crawford as she walks through the newest innovations in Customer Service & Engagement. Watch the full overview video for the complete story, or jump to the short feature reels below to explore what matters most to you.
Product Leader, Ellie accelerates innovation for Customer Service & Engagement.
Customer Service & Engagement: Faster Answers, Richer Context, Better Outcomes
Contact Center Agent: Smart Delivery Promises on the Fly
When customers need an item delivered sooner than originally promised, the Contact Center Agent can now automatically research and apply alternative fulfillment options—such as upgrading shipping or converting to in-store pick up and cancelling the original shipment where possible.
- Reduces handle time by letting the agent do the research and updates.
- Protects customer satisfaction when delivery expectations change late in the journey.
Contact Center Agent: Proactive Insights & Richer Q&A
The Contact Center Agent now surfaces proactive insights and enhanced Q&A so CSRs start every interaction with context instead of scrambling for it.
Key enhancements include:
- Inline notifications with proactive insights to reduce clicks and load times.
- Summarized customer notes so CSRs understand history without reading every comment.
- Ability to mute/unmute insights so teams can tailor the experience.
- Order related Q&A right on the Customer Dashboard plus a friendlier greeting that explains how the agent can help.
More Resilient, Cost Effective Payments and Exchanges
26.2 streamlines common post purchase workflows:
- Exchange Orders – Pay by Link: CSRs can send a Pay by Link and then simply click Leave Order to indicate they’re done, providing cleaner navigation for tasks that continue on the customer’s device.
- Retry Payment Failures by Reason Code: The system now retries settlement transactions only when the failure reason suggests a retry could succeed, reducing unnecessary payment gateway calls and associated costs.
- Flexible payment recovery: You can now send a “resolve payment failure” link even when a transaction wasn’t retried automatically, giving you more implementation flexibility and control.
Digital Self-Service: Richer Returns Data and Order Transparency
Make self service more informative for both shoppers and service teams:
- Two level return reasons: Configure subreasons so customers specify more granular “why” behind a return: for example, “Didn’t fit” → “Too small”.
- Enhanced order details: Surface ship to and billing addresses, total shipping charges, and store address for pick up orders, so customers clearly see the full context of their order status and charges.
Case Management with Full Feedback Visibility
Bring richer evidence and insight into every case:
- Attach files to a case: Agents can add files directly, even if interactions happen outside Manhattan Active Omni or arrive later via separate channels.
- CSAT in Case Details: Display customer satisfaction scores (1–10) and comments right inside Case Details, in addition to manager dashboards, so teams can see outcome and sentiment at the individual case level.
Maven: More Languages, Better Experiences, Deeper Visibility
Maven continues to raise the bar for AI powered customer service:
- CSAT on Maven Dashboard: Track customer satisfaction overall and by intent, so you can fine tune individual use cases and measure impact where it matters most.
- Improved localization: If a shopper switches languages mid conversation (for example, from English to French), Maven now follows them seamlessly and calls the LLM in the user’s native language for higher quality responses.
Maven MCP Server: Bring Manhattan’s Order Insights to External AI
Maven can now be exposed as an MCP (Model Context Protocol) server, letting any MCP compatible client integrate Maven’s skills directly.
- Non Manhattan AI chat providers can use Maven as a tool for order status, shipment tracking, order edits, and any other supported intents.
- Extend Manhattan’s trusted order intelligence into your broader AI ecosystem without duplicating logic.
Order Network Exchange (OnX): A Standard for AI Driven Fulfillment
26.2 introduces support for Order Network Exchange (OnX) , an open specification built on MCP that standardizes how AI agents interact with fulfillment systems.
- MCP compatible AI agents (including popular platforms like Claude, ChatGPT, or Gemini) can discover, query, and manipulate order, inventory, and product data in Manhattan Active Omni using a universal interface.
- Five OnX MCP tools are exposed as REST endpoints covering order creation, updates, retrieval, inventory availability checks, and product catalog queries, giving you a powerful foundation for next generation, AI driven customer and associate experiences.
Short Feature Reels, Customer Service & Engagement
Please take a quick, focused look at what’s new in 26.2 through our feature reels. These short videos highlight individual innovations so you can explore what matters most to you now, without watching the full release video. Most reels run just 30 seconds to two minutes.
New Innovations in 26.2
Agents & Platform
As the Platform Product Leader, Ravi drives product innovation that affects the Manhattan Active Platform and its solutions.
Manhattan Active Agents Platform
In 26.1, we introduced Manhattan Active Agents and Agent Foundry as the core of our agentic platform—elevating Manhattan Assist from a single, generic assistant to a curated workforce of specialized, domain agents embedded directly where work happens.
With 26.2, we harden that foundation for production at scale with tighter governance, broader interoperability, and more ways to automate how agents are invoked, observed, and integrated into your ecosystem.
Agent Lifecycle, Governance, and Extensibility
26.2 makes agents production-ready with structured lifecycle management in Agent Foundry:
- Separate working vs. published versions so teams can experiment safely without disrupting live workflows.
- A publishing and validation framework enforces checks on tools and configuration before promotion.
- Clear promotion paths and auditability help central teams standardize how agents move from design to production.
The release also introduces Agent Extensibility, so customers can tailor Manhattan-shipped agents without breaking the upgrade path:
- Copy and Extend Base Agents to clone read-only, product-shipped agents into fully independent custom agents.
- Keep base definitions locked while copies receive new IDs and names for safe changes to prompts, tools, and routing logic.
- Use an agent-level eligibility property to control which base agents can be copied, with customers responsible for validating and governing their derived agents.
Scheduled and Autonomous Agent Runs
26.2 turns agents into background digital workers with schedule-based, recurring invocation for non-conversational agents:
- Define Quartz-style cron expressions directly or describe schedules in natural language (for example, “run this every hour on Mondays and Fridays”).
- A helper agent converts natural-language schedules into validated cron expressions and stores upcoming run times in Job Schedule with a human-readable description.
- Support multiple schedules and parameters per agent so the same logic can power different monitoring and automation cadences.
- Continuously monitor operational data, perform policy checks, and orchestrate follow-up actions without manual triggering.
External Agent Interoperability (MCP Connect and Remote MCP)
26.2 significantly expands interoperability with external agent frameworks through MCP Connect and an enhanced Remote MCP framework:
- Register customer-hosted MCP servers directly against the Manhattan Active stack, stored per tenant for strong isolation.
- Expose proprietary tools and data sources to Manhattan agents without duplicating integration logic.
- Standardize how internal and external agents discover and invoke capabilities via Model Context Protocol.
Through the MCP Connect managed server, external MCP-compatible clients—such as Google ADK agents, LangChain agents, or IDE-based tools like Cursor and Windsurf—can call a single MCP endpoint with the appropriate authentication headers:
- Discover and invoke Manhattan-hosted tools and agents using standard MCP operations (for example, get-token, list-tools, execute-tools).
- Reduce integration effort by funneling heterogeneous agent clients through a single MCP endpoint.
- Future-proof your architecture for evolving AI platforms while retaining centralized security and observability.
- Extend Manhattan’s trusted operational intelligence into your broader agent ecosystem with a consistent contract.
Agentic Integration from Extension Handlers
To enhance extensibility in Manhattan Active applications, 26.2 introduces Agentic Integration—the ability to invoke agents directly from Manhattan ProActive – Extension Handlers:
- Configure agents as routes on an extension and invoke them synchronously or asynchronously as part of existing workflows.
- Use synchronous mode when decisions or enriched data must be applied immediately in the transaction flow.
- Use asynchronous “fire-and-forget” mode for longer-running analysis while the extension continues processing.
- Wire governance, monitoring, or remediation agents directly into ProActive and platform extensions without changing core product code.
By embedding agents into extension handlers, customers can augment deterministic workflows with GenAI-powered decisioning—for example, routing complex exceptions to a governance agent, triggering policy-driven monitors, or delegating log analysis to a Log Intelligence agent—while keeping extensions maintainable and upgrade-friendly.
Agent Observability and Usage Analytics
26.2 introduces the Active Agents Dashboard and Ticket Management Dashboard so teams can understand how agents are being used, where they are driving value, and how many MAU (Manhattan AI Units) credits they consume:
- View live usage metrics such as total agents, active users, and ticket volumes resolved by agents versus human users.
- Compare agent vs. human resolution volumes to identify where automation is performing best.
- Track MAU consumption at the agent and tenant level to align usage with budget and value.
- Use drill-down views to pinpoint under-performing agents and prioritize tuning efforts.
Agentic UI Composer and Rich Agent Outputs
To make agent responses more actionable, 26.2 introduces a generic Agentic UI composer action and a refreshed Active Agents side panel:
- Agents can return structured layouts, charts, metrics, and other visual components that render inline within application screens, not just plain text.
- Standardized display of structured outputs improves the user experience and keeps patterns consistent across solutions.
- Render cards, tables, KPIs, and charts directly in the side panel for faster comprehension.
- Present compact “mini dashboards” for operational agents, with drill-through links into core workflows.
- Give builders a consistent pattern for defining visual experiences so agents feel native, not bolted on.
Short Feature Reels, Agents & Platform
Please take a quick, focused look at what’s new in 26.2 through our feature reels. These short videos highlight individual innovations so you can explore what matters most to you now, without watching the full release video. Most reels run just 30 seconds to two minutes.
New Innovations in 26.2
Manhattan ProActive
ProActive GenAI Extension Manager and Developer Agents
Manhattan ProActive continues to add GenAI-assisted tooling that accelerates how teams design, deploy, and manage extensions:
- The ProActive Extension Manager Agent brings conversational search and summarization into extension management flows so users can discover, inspect, and act on Extension Packs with less manual navigation.
- The agent uses LLM function calling and a standardized set of MCP tools and sub-agents to plan and execute extension-management workflows end-to-end.
- Ask natural-language questions about available Extension Packs and get concise, action-oriented answers.
- Navigate to the right extension artifacts faster with conversational filtering and summarization.
- Use a consistent set of MCP tools and sub-agents to apply changes, rather than clicking through multiple screens.
The ProActive Extension Developer Agent guides developers through creating new Extension Packs using natural language:
- Collect requirements over multiple turns and propose an execution plan for confirmation.
- Generate a complete Extension Pack payload—including individual extensions, flexible and database extensions, service definitions, and extension handlers.
- Reduce manual authoring effort and drive more consistent, well-structured ProActive artifacts across teams.
ProActive Configurator Modern UX and Database Extensions
Configurator user interface, with support for both dark and light themes Users see the new experience by default and can temporarily toggle back to the legacy view while transitioning.
The Database Extensions landing page has been redesigned to surface base (system) attributes, extended custom attributes, and custom indexes in a clear, tabular layout:
- See storage consumption at a glance and manage attributes and indexes from a single, consistent UI.
- Add, activate, migrate, and delete attributes and indexes through streamlined flows.
- Consolidate views of base and custom attributes plus indexes, with clear indicators of storage usage.
Flexible Database Attributes now include a migration option that moves an attribute from JSON storage to a physical column when required:
- Use flexible attributes as the default for space and deployment efficiency.
- Migrate selectively to physical columns when performance or integration use cases demand it.
- Preserve configuration investments by converting existing attributes instead of recreating them from scratch.
- Balance deployment simplicity with downstream performance and integration needs on a per-attribute basis.
What’s next
The Manhattan Active Omni 26.2 release continues to advance a vision of intelligent, autonomous operations across the entire omnichannel journey—from backorder and fulfillment strategy to instore coaching and AIdriven customer service.
To learn more about how to activate these capabilities in your environment, please contact your Manhattan representative or visit the Manhattan Active Omni release notes portal associated with your account.