Changelog
Follow up on the latest improvements and updates.
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new
Inbox 2.2
Views are now faster and smarter. Here’s what’s new:
- ⚡ Faster filtering: Searching by Company, Contact, and category fields is now 93% faster.
- ✏️ Draft visibility in List view: Easily spot threads with unsent draft messages while in the List layout.
- ⏳ Swarm Mode countdown: A five-minute countdown now appears in List view when Swarm Mode is active.
- 🐛 No more duplicate cards: Threads will no longer display duplicate cards after long Inbox sessions.
Deploying and managing the Microsoft Teams Service is now easier and more capable. Here's what's new:
- 🛠️ Redesigned Deployment Page: The Microsoft Teams service app deployment page now includes Application Name, Last Updated Date, Build ID, and other key details to simplify troubleshooting.
- 🔄 Classic Single-Threading Mode: Admins can now enable single-threading mode for upgraded Microsoft Teams apps, keeping all thread conversations in a single Direct Message with an MSP’s service bot instead of creating separate Group Chats. While Multi-Threading remains the recommended approach, this option lets Admins transition their end customers into the upgraded Teams experience on their own terms.
new
Inbox 2.1
Type, Queue, and Category 1 filtering for Views
Users can now filter Views by Type, Queue, and Category 1, making it easier to organize and focus on specific work.
- Type filter is available for ConnectWise-integrated workspaces.
- Queue filter is available for Autotask workspaces.
- Category 1 filter is available for Halo workspaces.
Views upgrades and bug fixes
Views are now more intuitive and real-time. Here’s what’s new:
- 👀 Savable display settings: Users can now save Display tab settings (Layout, State, and Ordering) to a view and apply Personal settings to any saved view.
- 🔎 More intuitive filtering: Filter operators “=” and “!=” are now labeled “is” and “is not” for better readability.
- 🚀 Faster filtering: Filters now automatically include the “is” operator, making it quicker to apply filters - especially with a keyboard-first workflow.
- 🔮 Magic Agents visibility: Users in the List layout can now see when Magic Agents is enabled.
- 📫 Unread threads indicator: Views with unread threads now appear bold (instead of displaying a pink dot) and return to normal when all threads are marked as read.
- 🌟 Magic Agent notes: Views with the Inbox layout now highlight threads where Magic Agents are actively engaged.
- 🎨 Improved readability: Thread details now have better contrast for easier reading.
- Channels sunsetted for new workspaces: Workspaces created on or after Friday, February 14, 2025, will no longer support creating or viewing channels. Flows continues to work as expected with Companion app creation and flow actions.
Bugs
- The Company field now displays correctly in List and Inbox views for threads without a contact.
- Company keyword search fix: Users can now search Views by Company-related keywords and get expected results.
- Inbox refreshing fix: Threads in the Inbox layout no longer refresh unexpectedly, and scrolling now maintains page placement.
- Filter behavior fix: The list of threads in a view now updates correctly after applying and clearing filters.
- Accurate thread counts: The left sidebar now correctly reflects the latest thread counts for each view.
Bug fixes
- Consistent Done status behavior: Threads flagged as “done” by the PSA will no longer reappear for contacts, or become visible if they were previously hidden, when their status changes to another “done” status.
new
Inbox 2.0
Views and Insights
Views and Insights
are now live for General Availability in all workspaces!Views and Insights help Service Desk teams organize and prioritize work. Users can filter and group threads, save custom views, and share them with teammates. Views update in real time, making it easy to track, respond to, and close threads efficiently. Insights delivers real-time reporting visibility: spot trends, load balance teammates, and improve your operations.
- Effortless tracking: Quickly find threads with filters and search.
- Personalized views: Use Personal Filters without affecting team settings.
- Live insights: See workload instantly with built-in analytics.
How to use it
To create a new view in Inbox:
- Open Inbox.
- Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
- Click the +icon.
- Choose at least one filter, enter a name for the view, and click Save.
To share a view:
- Open the view and click ••• > Edit.
- In the top-right corner, click the participants pill to open View Members.
- Use the search menu to find and add members.
You can also see who has access by clicking the participants pill in View Mode.
Microsoft Teams Multi-Thread support
Microsoft Teams Multi-Thread support is now live for
General Availability
in all workspaces for new customer deployments.Thread’s Microsoft Teams Service app makes it easy for contacts to request help and manage multiple service requests within Teams. Each request gets its dedicated “thread” (Teams Group Chat), keeping conversations clear and organized so that contacts can easily follow up, get answers, and stay informed.
- Multi-threading: Keep support conversations organized with separate chats.
- Team collaboration: Add teammates anytime—data stays in sync.
- One-click approvals: Approve requests instantly within Teams.
How to use it
- Navigate to Admin -> Clients
- Select a customer who doesn't yet have a MSFT Teams Service app deployment
- Select Microsoft Teams from the Client Connect page
- Follow all instructions beginning from Choose an App to installpage
🌍 This is available for all Workspaces for end customers without an existing Microsoft Teams deployment. Existing deployment upgrades will be coming soon.
📢 Approvals Now Available in Inbox! 🚀
Technicians can now
request approvals directly from Inbox
without relying on Magic Agents or pre-configured intents! This update brings more flexibility and efficiency
to the approval workflow, allowing real-time approval requests within conversations.🔹 What’s new?
- Request approvals manuallyfrom Inbox using/approvalor theAction button.
- Select approvers based on Contact Type (ConnectWise, AutoTask) orspecific contacts.
- Approvers receive notifications via Teams, Messenger, or emailand can approve/decline with a simple click.
- Track approval status directly in Inbox → Approvals, with filters for Pending, Approved, and Declined.
How to use it:
1️⃣ Open a conversation in
Inbox
.2️⃣ Type
/approval
or click the Action button > Request Approval.
3️⃣ Select approvers (Contact Type or specific contacts).
4️⃣ Preview and send the approval request.
5️⃣ Approvers are notified and can approve or decline instantly.
.
🔹 Additional Updates
- Approval Tracking in Inbox:The Approvals section now lets you filter by Active and Completed approvals, making it easier to manage requests.
- ConnectWise & AutoTask Support:Fetch Contact Types (CW) and User Defined Attributes (AT) for streamlined approval workflows.
- Multi-Platform Notifications: Approvers can approve requests via Teams, Messenger, or email without logging into Thread.
This update eliminates approval bottlenecks, improves decision-making speed, and keeps technicians in the flow of work. 🚀
🌎
Available for all Partners using Inbox ✨
.
📢 Magic Agents Now Support Approvals for ConnectWise & AutoTask! 🚀
Magic Agents can now
automate approval workflows
for ConnectWise and AutoTask partners, streamlining decision-making and ensuring compliance without manual intervention.
🔹 What’s new?
- Automated Approvals:Approvals can be triggered automatically by Magic Agents based on predefined intent rules.
- ConnectWise Support: Fetch Contact Types from ConnectWise to determine approvers dynamically.
- AutoTask Support: Use User Defined Fields (UDF)to assign approvers.
- Multi-Platform Notifications: Approvers receive notifications via Teams, Messenger, or emailand can approve in one click.
How to use it:
1️⃣ Navigate to
Admin → Magic AI → Agent → Catalog Tab.
2️⃣ Select an
Intent
and enable Approvals
.3️⃣ Choose
Contact Types
to determine approvers.4️⃣ When an intent matches a request, an
approval is triggered automatically.
5️⃣ Approvers are notified and can
approve
or decline instantly.
🌎
Available for all Partners using Magic Agents ✨
.
Inbox Just Got More Conversational! 💬🚀
We’re making
Inbox feel more like a chat than ever before! 🎉
🔹
AI Logs Are Now Grouped:
No more clutter! AI-generated actions are neatly grouped, keeping conversations clean and easy to follow.🔹
New Message Bubbles
: Messages now have a sleek chat bubble design, making interactions feel more natural and intuitive.This update brings a smoother, more conversational experience to Inbox—because Inbox is a chat, not just a ticketing system!
🌎
Available for all users in Inbox ✨
new
Inbox 1.08
Views filters: Sub-Type and Issue Sub-Type
Views users can now filter by Sub-Type and Issue Sub-Type, making it easy for partners to structure and organize their work by categories.
- Sub-Type is available for ConnectWise-integrated workspaces
- Issue Sub-Type is available for Autotask workspaces
new
Magic 1.7
NEW: Magic Agent - Emulator Mode
🎉We are excited to introduce
Emulator Mode
, allowing Admins to simulate agent behavior without creating tickets in live PSAs. This ensures a controlled testing environment, where all actions are logged locally for review.For teams that need to test full connectivity with a PSA, the Full Experience Mode remains available, allowing users to interact with live PSA data as usual.
What’s included in Emulator Mode:
- Simulates agent responses ✅
- Intent recognition ✅
- External replies ✅
How to use it:
- Navigate to Admin > Magic AI > Agent Tab
- Toggle Emulator Mode in the left chat.
🌎
Available for all Partners with Magic Agents ✨
.
Magic Agent - Technician Feedback 💡
We’ve added a feedback prompt that allows technicians to share their reasons for taking over a Thread. This valuable input helps us identify pain points and improve Magic Agent’s functionality.
How to use it:
- When a technician takes over a Thread in Inbox, they’ll see a prompt to provide feedback
🌎
Available for all Partners with Magic Agents ✨
.
Magic Agent - Separated Magic AI Actions ⚡
Admins now have more control over Magic AI actions! 🎯
Previously, Auto Prioritize, Auto Categorize, and Generate Title were combined into a single checkbox. Now, each action can be toggled individually, allowing for customized AI automation.
This ensures that threads get properly categorized and titled even after agent intervention ends, improving organization and reporting.
How to use it:
- Navigate to Admin > Magic AI > Agent Tab > Setting Tab
- Enable or disable Auto Prioritize, Auto Categorize, or Generate Title separately
🌎 Available for all Partners with Magic Agents ✨
.
Additional Updates
- Improved Intent Control:Admins can now enable or disable specific intent variations while building an intent, making it easier to test without deleting content.
- UI Enhancements: The Master Intent is now displayed alongside other intents, making navigation easier.
- Character Count Display:Users can now see character count limits for text fields, helping them write concise prompts effectively.
new
Inbox 1.107
New
Views
filters: Company Type, Territory & ItemWe’ve added even more filtering power to Views to help Partners—especially XL customers—organize their work more effectively.
- Company Type: Filter by Company Type to better group customers and create pods or teams that match your org structure.
- Territory: Available for ConnectWise- and Autotask-integrated workspaces, this filter helps you segment customers by region.
- Item: For ConnectWise partners, this filter allows you to drill down into specific work categories.
🌎 Available for all Partners with Inbox Views beta enabled ✨
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