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Follow up on the latest improvements and updates.

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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:
  1. Open
    Inbox
    .
  2. Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
  3. Click the
    +
    icon.
  4. Choose at least one filter, enter a name for the view, and click
    Save
    .
To share a view:
  1. Open the view and click ••• >
    Edit
    .
  2. In the top-right corner, click the participants pill to open
    View Members
    .
  3. Use the search menu to find and add members.
You can also see who has access by clicking the participants pill in View Mode.

new

Messenger 3.0

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
  1. Navigate to Admin -> Clients
  2. Select a customer who doesn't yet have a MSFT Teams Service app deployment
  3. Select Microsoft Teams from the Client Connect page
  4. Follow all instructions beginning from
    Choose an App to install
    page
🌍 This is available for all Workspaces for end customers without an existing Microsoft Teams deployment. Existing deployment upgrades will be coming soon.

new

Magic AI 2.0 ✨

📢 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
    manually
    from Inbox using
    /approval
    or the
    Action button.
  • Select approvers based on
    Contact Type (ConnectWise, AutoTask
    ) or
    specific contacts
    .
  • Approvers receive notifications via
    Teams, Messenger, or email
    and 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 T
    eams, Messenger, or email
    and 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:
  1. Navigate to Admin > Magic AI > Agent Tab
  2. 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:
  1. Navigate to Admin > Magic AI > Agent Tab > Setting Tab
  2. 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 & Item
We’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 ✨

new

Inbox 1.106

Simplified Inboxing interface
Inbox now features a sleeker interface that gives more space to view the thread history for a given thread:
  • The participants list and pizza tracker above a thread are collapsible and will retain your preference as you use Inbox.
  • The action card menu on the right takes up less space.
  • The menu bars for "View Details" and "Filter and Display" are more compact.
This is available for all Inbox workspaces for channel, views,
My Inbox
, and
Mentions
sections

new

Magic

Magic 1.6

NEW: Intent Templates for Magic Agents
Admins can now browse and select from a library of Intent templates, simplifying the creation and editing process with ready-made options for common helpdesk scenarios.
How to use it:
  1. Navigate to
    Admin
    >
    Magic
    AI
    >
    Agent
    Tab
    .
  2. Select Browse Templates from the menu option within the Your Intents table.
  3. Select a template from the library of options
  4. Click
    Start from Template
🌎 Available for all Partners with Magic Agents✨
.
Internal replies for Magic Agents
Magic Agents now allows you to send Internal Replies in addition to External Replies, enabling seamless collaboration with your team.
  • Internal Replies:
    Write notes or share knowledge base links that are sent internally to team members.
  • Works Alongside External Reply:
    Use both reply types for better coordination and context sharing.
How To Use It:
  1. Navigate to
    Admin
    >
    Magic
    AI
    >
    Agent
    Tab
    .
  2. Select an intent and click Edit.
  3. Scroll to find Internal Reply under External Reply and add your internal notes.
🌎 Available for all Partners with Magic Agents✨
.
Additional updates
  • Toggle Intent Variations
    : Admins can now enable or disable specific intent variations while building an intent, making it easier to test without deleting content.
  • Time Savings Tool
    : Admins can set the expected time savings (in minutes) for each intent, enabling MSP business leaders to report ROI more effectively when using Magic Agents.
  • Improved Interface
    : The Master Intent is now displayed alongside other intents, making it easier to find without navigating through settings.
  • Character Count Display
    : Users can now see character count limits for each text field, helping them write concise prompts more effectively.

new

Inbox 1.105

Inbox gets a shiny glow-up ✨
Inbox now has a fresh, cleaner look while keeping all the details you count on front and center.
What’s New?
  • Bolded unread threads
    : Threads with unread messages now appear in bold, just like in email or classic messaging apps. Goodbye, pink dot! You can click on a bolded thread to mark it as 'read'—no change to the behavior.
  • Compact participant preview
    : Quickly see the number of participants—both owners and non-owners—by hovering over the avatar preview. The number next to the avatar counts non-owner participants.
  • New Home for "Last Responded"
    : The blue dot, which indicates if the contact was the last to respond, has moved to the top-right corner for quicker and easier scanning.
Attachments in Time Pad 📎
Time Pad just got more powerful! You can now attach files directly to Time Pad entries.
Key Features:
  • Attach Files
    : Drag-and-drop files, use the 📎 icon to upload, or paste directly from your clipboard (Ctrl+C or Cmd+V).
  • File Compatibility
    : Supports common formats like JPEG, PNG, and PDF with size limits aligned to your PSA.
  • Basic Editing
    : Remove or replace files before submission for better control.
How To Get Started:
  • Open
    TimePad
    and create or edit a time entry.
  • Add attachments using drag-and-drop, the 📎 icon, or clipboard paste.
  • Review and edit attachments as needed before saving.
🌎 Available now for all users across CW, Autotask, and Halo PSAs! ✨

new

Week of Dec 23rd 2024: Magic Agents - Filter, Search and Sort Intents

Magic Agents: Filter, Search and Sort Intents
Admins can now easily filter, search, and sort through the list of intents, providing an efficient way to manage and view intents for specific clients or organizations.
Key Features:
  • Filter
    : Use a new dropdown to filter intents by specific clients or companies based on your PSA (e.g., Company Type, Parent Company, etc.).
  • Search
    : Quickly locate intents by keywords in titles or forms.
  • Sort
    : Organize data by sorting any column.
How To Get Started:
  • Navigate to
    Admin
    >
    Magic
    AI
    >
    Agent
    .
  • Use the dropdown filter to select a specific client or search for keywords in the search bar.
  • Adjust column sorting to organize the view based on your needs.
🌎 Available now for all Partners with Magic Agents ✨
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