Follow up on the latest improvements and updates.


New: Exit paths and supporting options for logged out users
Messenger's login journey has been redesigned to provide helpful, positive exit paths and supporting options throughout a contact's journey. In the latest release, contacts logging into Messenger will see:
  1. Polished, focused Auto-Bot prompts at every step in the log-in journey;
  2. Exit paths and support options when an existing contact's login journey reaches an error; and
  3. No more Auto-Bot "dead ends" including when a contact enters a verification code that does not match the expected response.
Messenger will now reliably clear the composer when a message is sent, making it easy to continue the conversation.
🌍 This update is now available for all contacts using Messenger Web and Messenger Desktop from a logged-out state.
Improved: Easier navigation for Planner power-users
Screenshot 2024-06-14 at 4
You can now navigate through Inbox and check unread counts while the left-side menu is collapsed, making it easy for Dispatchers and Service Managers to react and move quickly when using full-screen tools like Planner.
Hover over the "expand menu" icon in the top left corner of Inbox when the left-side menu is collapsed to reveal the full menu.
We've found that collapsing the navigation menu while using Planner frees up screen space to display one or two extra member swimlanes and reveal a wider view of your org's work. This update makes it easier to stay in full-screen mode without losing insights or navigation.
NEW: Update threads directly from cards in Planner
Planner users can now change the
directly from the Planner card without first navigating into a thread. This makes it easy for users to triage and plan multiple threads quickly without losing their place within Planner.
NEW: Preview threads in Planner
You can now open a preview of a thread by clicking on a Planner card instead of navigating directly into the full thread view, making it easy to interact with requests from a high level without losing your spot within Planner.
NEW: Exclude internal-only boards for Chat
Admins can now exclude threads from specific boards from showing to end customers through Messenger, making it easier for MSPs to manage "internal-only" threads associated with contacts without overwhelming customers with non-actionable threads.
This is one of our most requested asks from our extra-large MSPs who often lean on "internal-only" boards for managing alerts, billing, and other work that doesn't require interactions or follow-ups with end customers.
We've found that contacts can sometimes feel confused when they see back office-style tickets displayed in Chat. With today's update, Admins can now filter Messenger to show actionable threads and exclude those from boards that are best for just the MSP.
  • Any expanded Backlog and Overdue sections in Planner will remain expanded if you navigate away and then back into Planner, helping you avoid having to rebuild your Planner workspace each time you interact with different Inbox tools.
  • You'll now see small styling and experience improvements in Planner that help make the experience feel polished.
New: Filter by status
Planner users can now filter threads by status, making it easier for users to review and prioritize threads based on where they are in their service journey.
We've learned from Partners that filtering goes well beyond Planning actions and that Planner gives Dispatchers a high-level view of threads that need action. Filtering by Status lets Partners better "manage by exception".
Bug fixes
  • Planner users can now select any start or end date value when creating a plan instead of being locked into an existing range.
  • Planner users will no longer see a default
    channel displayed in cards within the Triage swimlane.
  • Planner users who scroll through multiple member swimlanes can more easily distinguish Triage threads from threads behind the Triage column.
  • Planner’s plan dropdown field is simpler and supports smarter plan recommendations.
NEW: Filtering for Planner
You can now filter Planner by board, channel, and priority, making it easier to zoom into specific teams and collections of threads. This is easily our most requested ask from our Planner Beta partners. Other updates include:
  1. Sync members with ‘channel’ filter
    : Automatically show or hide members in Planner based on any channel filters applied, making it simpler to navigate across different teams via 'channel' (and the members with access to those channels) without manually adding and removing members into view each time.
  2. Swimlane-specific customization
    : You can now customize if filters apply to only the Triage column or to both Triage and member-specific swimlanes. We've found that some filter types work best for triaging activities (ex: moving high-priority items to an available member) while others can apply to the entire Planner view.
🌍 Planner is available to select Partners through early Beta Access and will be made available for General Availability in the coming weeks. Reach out to Thread to request Beta access.
Improved: Support for
Customer Updated
flag (ConnectWise only)
Inbox now updates the
Customer Updated
flag in ConnectWise to match the intent of this PSA feature, making it easier for Partners to have more reliable internal reporting, design sophisticated if-else logic within their PSA, and stay on top of customer responses across their software stack.
Updates include:
  • Customer Updated
    is set to ON when a contact creates a thread or responds from any Messenger product; and,
  • Customer Updated
    is set to OFF when a member - whether the owner or otherwise - replies to the contact.
We've also applied a few well-requested choices to the behavior to differ from the PSA path:
  • Thread doesn't set the flag to OFF when a member looks at a thread, which more closely matches the expectation that the customer still is owed a reply.
  • We set the flag to OFF when a non-assigned member replies, which more closely matches the expectation that a technician responded back.
Bug fixes
  • The "Support" header copy is no longer displayed in the MSFT Teams support app. Contacts who navigated into their MSP's support app into the default Support tab used to see "Support" float over the header image, which cluttered the header behind it.
  • Planner beta updates
    : Plans set from within the thread view will no longer show up in Planner a day earlier than their actual plan day
  • Planner beta updates
    : Planner users can now drag and drop threads two or more times as expected without freezing the screen
  • Planner beta updates
    : Planner users with the “sync with channels” toggle set to on can no longer un-toggle any selected members.
NEW: Introducing Planner 📆
Never miss another customer with Planner.
introducing planner gif
Planner is a request tracking and planning tool within Inbox that lets MSPs plan when work can be accomplished. With Planner, you can plan which day a thread should be tackled and set a time for down-to-the-minute scheduling. Planner is Thread's approach to the well-embraced practice of "scheduling" tickets and is designed with decades of Agile best practices in mind.
  • Plan when work is done
    Plan threads for specific days and set exact times to ensure the right technician is assigned at the right time. Planning lets you create deeper accountability and avoid missed meet-ups or deadlines.
  • Triage with a single click
    : Drag newly-created threads from Triage into Backlog to tackle them on your own time, or drop them into your teammate's day space to create a plan. Assign and schedule work with a single click.
  • Dispatch with
    Review your team’s backlog in a simple Kanban-style view to load-balance your team's work and create capacity. Planner arms Dispatchers, Service Managers, and Team Leads with a turn-key and easy-to-embrace tool to design how their squads get work done.
  • Sync with your tools in real-time
    : Planner automatically syncs with your PSA to keep your organization updated in real-time and makes transitions seamless across for your organization. Existing PSA integrations with Microsoft Outlook keep your calendars updated in real-time.
🌍 Planner is available to select Partners through early Beta Access and will be made available for General Availability in the coming weeks. Reach out to Thread to request Beta access.
Bug fixes
  • Messenger Desktop now re-opens from the same monitor and desktop location from where it was last closed, making it easier for MSPs to design where within a user’s desktop space applications can live.
  • Contacts associated with a single company no longer need to select their organization when navigating to Messenger Desktop, helping reduce extra steps and potential confusion early in their chat experience.
  • Contacts using Windows can now consistently open Messenger Desktop by clicking on the app icon from their computer desktop, tray, and pinned taskbar icon.
NEW: Welcome screens for new users
messenger welcome
Contacts using Messenger Desktop for the first time will now see a polished welcome screen - featuring their MSPs name and branding - that gives more context behind Chat and how to use it.
Bug fixes
  • Contacts using Messenger Desktop while logged out will no longer be asked to submit their email address in a repeating loop.
  • Contacts using Messenger Desktop will no longer see an empty placeholder for the application icon in the Windows Taskbar or Mac Dock in certain scenarios.
NEW: Redesigned Notifications
We've redesigned notifications to power a real-time, multi-player inbox experience. Track the most important alerts with the latest notification upgrade:
React to @mentions and assignments in real-time
: Receive push notifications, badges, and audio alerts when a teammate @mentions you or assigns you as the owner, making it easier to coordinate and collaborate instantly.
Track changes while offline
: You'll now see unread badges next to threads and channels with new activity, letting you keep tabs on any changes while you were offline. Opening up an unread thread marks it as 'read'.
Personalize for your role
: Choose from four channel-specific settings to adjust how broadly or narrowly you'd like to be alerted. Click the ellipsis icon (•••) next to each channel to personalize.
  • All
    : Best for Dispatchers and Service Managers who respond to and dispatch all new threads.
  • Owner
    : Useful for technicians who prefer alerts around assigned threads and collaborations with teammates.
  • Mentions
    : Useful for managers and teammates who provide support for technicians.
  • Off
    : Notifications are muted.
Other upgrades include
  • No more "double notifications" for threads that live in multiple channels;
  • Simpler channel layout, and
  • Ability to mute individual threads
We’ve long heard from Partners that some notifications can feel noisy while others feel surprisingly underrepresented. The latest update helps power a modern, real-time experience for you and your team.
NEW: Manually Re-Sync PSA Integration
Ever made a change in your PSA that didn’t seem to carry over to Thread? We’ve been there a few times.
Admins can now manually re-sync their PSA integration with Thread via the Admin Center. This makes it easy for Service Managers to ensure that their workspace reflects the latest changes to their PSA’s contacts, members, agreements, and SLAs.
We noticed how frequently Partners would reach out to us asking for resync help. This update aims to make it easier for you to self-resolve PSA sync issues without requiring Thread Support (although we’ll always be there for you).
Admins can manually re-sync Thread with their PSA by navigating to Admin > Integrations > PSA > PSA Sync sub-tab and clicking any of the Sync Now options.
NEW: Build Flows using “Is Blank” and “Is Not Blank” Operators
Is blank
Admins can now build flows using the well-embraced “Is blank” and “is not blank” operators, making it easy to design channels based on whether threads have no owners, lack assignments or sites, have at least one resource, or have a characteristic that’s best represented in “something or nothing” terms.
For example, a common use case we’ve seen that utilizes these operators is to build an “Unassigned threads” channel where the “Owner” field is set to “Is blank” followed by an “Assigned threads” channel where “Owner” is set to “Is not blank”. This helps Service Managers more easily find ownership for newly created threads without navigating across many channels.
Let us know how you’re using the new “Is Blank” and “Is not Blank” operators!
NEW: Customize Time Zones in Flows
Representing one of our most requested features, Admins can now set the time zone for a Flow within the Admin Center, enabling them to more effectively design Channels and Flows around custom office hours and other non-standard activities that are common during the holiday season.
Without the ability to customize time zones, we’ve found that Admins who manage activities outside of Eastern Standard Time - the default time for Thread - find that their holiday flows aren’t quite matching their designs. This update solves this head-on.
Inbox Companion Apps
Installation Improvements
We’ve long heard from Admins that the process of setting up Inbox’s Slack or Teams Companion Apps can be a bit confusing. In this release, we solved a collection of smaller updates that combine to simplify the process for Admins. In this update, the Installation Wizard:
  • No longer displays unnecessary or confusing instructions in the Installation;
  • References up-to-date helper visuals and support documentation links to better match the current installation steps,
  • Supports a new “Do this later” button throughout the installation journey to help Admins defer the process to a later time if needed,
  • Displays a new "see full instructions" step after an Admin grants permissions during the Microsoft Teams installation process to better reflect the required next steps,
  • Includes a "continue installation" breadcrumb in the Admin > Integrations page if the "Do this later" button is selected at any point, and
  • Redirects users to the Admin > Integration page to show a successful installation once the process has been completed.
Update: Agreements in Real-Time
Inbox now updates instantly when a user changes which agreement or contract is tied to a thread from either Inbox or the PSA, making it easy for Inbox users to track their work correctly, avoid conflicting edits, and correctly bill users for the work accomplished.
Update: CoPilot Audit Trails
Actions taken by CoPilot Auto-Prioritization and Auto-Categorization, Thread’s AI assistant, are now logged to the PSA as internal notes. This makes it easier for PSA users to audit when CoPilot adjusts the Priority or Category fields and to better understand the context behind that change.
Bug fixes and smaller improvements
  • Improved Notification Consistency:
    Mentions about teammate assignments sent in the Slack and Teams Inbox companion apps now follow the notification preference set from the Admin > Members page. This ensures more consistent notification logic and better helps Inbox users manage their notification preferences from a single toggle option.
  • Refined Notification Exclusions:
    Inbox Members who are set to “pending” or “deleted” will no longer receive notifications about threads via the Slack and Teams Inbox Companion Apps.
  • Enhanced Display of
    Work Role
    Work Type
    in TimePad:
    TimePad now reliably displays the current
    Work Role
    Work Type
    values associated with a PSA ticket. This update makes it much easier for technicians to submit entries that match the ticket settings instead of the default values for the technician’s user setting in the PSA.
  • Customizable
    no longer automatically expands into the full-height TimePad view when Inbox users respond to a thread. However, this is customizable! You can adjust this setting and automatically open TimePad by default by navigating to Inbox Preferences > General and toggle the setting “Open TimePad when I start the timer” to ON.
  • Prevention of Sidebar Collapse:
    Inbox’s left-side channels sidebar no longer inadvertently collapses out of view when
    expands into view.
  • Agreement improvement:
    Inbox no longer inadvertently removes an agreement from a thread in certain scenarios when a TimePad entry is submitted.
  • Correct Display in Slack and Teams Companion Apps:
    The Slack and Teams Companion Apps for Inbox now reliably display correct, non-empty details within Adaptive Cards details for Autotask PSA users.
  • Functional IT Glue Integration:
    Thread’s IT Glue integration for Autotask PSA Partners now works as expected within Inbox, enabling Inbox users to view configurations for a thread based on content managed within their IT Glue account.
  • Improved CoPilot Auto-Prioritization:
    CoPilot Auto-Prioritization is now less likely to escalate lower-priority threads when they originate from Messenger sources.
  • Bug Fix for Inactive Company Records:
    Users who interact with “inactive” company records in Thread are less likely to encounter an unexpected bug.
  • Consistent Flow Execution:
    Flows that include the PSA > Set Board Action command will now work more consistently and with fewer unexpected fail scenarios for ConnectWise PSA accounts.
  • Improved Contact Configuration Handling:
    Inbox users who remove a contact’s configuration settings are less likely to see a failure error if they attempt to remove it more than once in quick succession.
  • Enhanced CoPilot Product Development:
    CoPilot products have been updated behind the scenes to be easier and faster to build upon, helping us build even more compelling AI products faster.
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