Technicians and service desk managers can now give direct feedback on the Triage Agent’s work, either on the overall thread or on specific messages. This helps us continuously improve the agent’s accuracy, behavior, and usefulness over time.

This is our first step toward deeper visibility and continuous ML-driven improvement. More analytics and admin-facing insights coming soon.

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Ask Magic can now search up to 200 past threads for both contact-level and company-wide questions (400 total!), up from the previous limit of 10.

This gives technicians far deeper historical context when investigating patterns, recurring issues, or past user behavior.

The experience remains safe and controlled: Ask Magic will never surface all 200 threads at once. Guardrails ensure only relevant examples are shown, while the LLM uses the broader context to generate more accurate insights.

No UI changes, this enhancement is entirely behind the scenes and available now.

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Technicians can now upload images and PDFs directly in Ask Magic while working from Inbox. This makes it easier to reference files as you Ask Magic for help during a conversation with a contact.

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The Triage Agent now uses stored contact intelligence more effectively to shape its clarifying questions. This allows the agent to reduce noise, skip redundant queries, and focus on what actually matters for faster, more accurate triage.

The agent is increasingly leveraging memory even in very short conversations:

➡️ Strong upward progression: the more conversation context available, the more intelligently the agent uses stored memory.

This results in sharper questions, fewer unnecessary follow-ups, and more context-aware triage.

After months of beta testing and micro-adjustments, we’re releasing the  to General Availability for Pro Partners.

The foundation of a stronger, ITIL-aligned triage model built for the agentic era.

We’re excited to announce the , a feature that uses to build a contact memory. This gives technicians and the triage agent valuable insights for a

Contact Intelligence captures key details about users - including their - helping your team better understand who they’re supporting.

Admins now have full control over where Magic Agents operate with the new Client Access page, live today for Triage Agent and Reminder Agent.

🔹 Choose or exclude specific clients, boards, or sources for each agent.

🔹 The setup mirrors what’s already available in AI Essential, ensuring a consistent experience across all Magic features.

🔹 Update permissions directly from each Agent’s settings, no extra Flows or steps needed.

This highly requested update gives admins precision and flexibility in managing access, so every Agent works exactly where it should. ⚙️💫

is officially live for all partners, introducing AI-powered mood tracking and actionable insights across every thread.

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Sentiment scoring turns every interaction into measurable feedback, helping teams understand tone, act faster, and strengthen customer relationships.

now , not just attachments.

Previously, this limitation meant the agent was missing a lot of valuable context from emails, leading to a poor triage agent experience. With this update, even small details shared via pasted screenshots are now recognized, making for a smoother, more accurate triage agent conversations.

A small improvement with a big impact.

Admins can now set a default TimePad submission type for everyone in their workspace using Inbox and Pods - taking the guesswork out of logging work and keeping service patterns consistent across large service organizations.

These preferences apply to both Inbox and Pods users for complete customization.

This is especially handy for MSPs who share service insights with customers and want every technician standardizing with the same practices when adopting Inbox.

Admins can now filter and sort by common customer and license options on the Plans and Licenses page, making it easier to manage which customers receive automations.

For example, you can quickly drill down to active customers with recurring agreements for applying Thread licenses.

Admins can now choose to run Magic Recap when threads are first created, bringing back a hidden setting from the original Recap beta. Partners have used Recap in creative ways - summarizing long emails, kicking off workflows, and more - so this update gives them more flexibility while also reducing Support requests caused by hidden Recap activity.

Admins can now search and sort the Plans & Licenses table, making it simple to organize end customers and apply the right licenses.

Admins can now manage and test Magic Recap templates more easily from the redesigned Recap Settings page in Assistive AI:

These updates make it faster and simpler to create and manage Magic Recap Templates! 🚀

Admins can now manage all Agents from one streamlined page. This gives a clear view of what’s enabled, who it’s reaching, and provides quick tools to configure, test, and activate. It also premium (if we dare to say so).