Magic Prioritization has been redesigned to make setup faster and easier for Admins: less clutter, fewer clicks, and a smoother experience. All the same power - default prompts and Custom Rules - are still available in a cleaner, more streamlined interface.

With this update, brand-new Thread Admins should be able to fly: setting up, testing and turning on Magic-Pri is just a few clicks away.

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Admins can now customize what Magic Agents say when a contact stops responding and the timeout ends.

Previously, Magic Agent shared: "Ok, I will find the next available team member to assist you...”. Now, Admins can message or it in Admin → Magic Agents → Setting Tab → Timeout Message Section.

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Admins can now assign tickets to a Resource Team directly from .

New action available in Admin -> Flows -> Action -> PSA -> Resource Team

Perfect for MSPs who need to dispatch work to technician groups at scale.

now have access to richer context across systems, helping technicians save time and reduce back-and-forth. Here’s what they can now see:​

This means faster resolutions, more relevant responses, and less need to dig through multiple tools!

📍 Where to Find It

You’ll find in

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now include a in the , giving approvers the and they can now approve or decline directly from the email.

This means fewer delays, faster help for end users, and smoother workflows for everyone.

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Customers don’t always reach out the same way - now Inbox is ready for that.

Inbox now displays secondary phone numbers and emails from a contact’s PSA record, so messages from any channel roll up to a single contact. This makes it easier for techs to manage and organize service requests, especially when supporting the same person across multiple accounts.

To update Inbox, go to Admin > Integrations > PSA > PSA Sync and click “Contacts.” And, synced, secondary details will update automatically with any changes in the PSA.

Reminder Agent is here to help keep your queue clean and your team focused! It automatically follows up with end users when conversations stall — and can update thread statuses (like "Closed – No Response") if no reply is received.

You’ll find Reminder Agent under > >

Simply toggle it , set your timing, tone, and — and you're ready to automate follow-ups!

🛡️ Reminder Agent is included with your Magic Agents license.

The Admin page is redesigned to add structure, organize key product areas, and make setup easier to navigate. This new layout aligns more closely with the onboarding guidance our Success team provides—making it easier for Partners to get up and running faster and with fewer touchpoints.

Users can now more easily explore and filter chart data—particularly in dense or complex views.

Users can now mark all unread threads in a view as read—helping cut down on notification overload for threads that no longer need attention. [watch here]

Members can now in , using a slash command—ideal when a request becomes irrelevant or an approver is unavailable. It’s a small shortcut with big impact on speed and flexibility.

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Admins can now map approval statuses in workspace preferences to better align with their boards and flows. This gives more customization across teams and clients.

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You can now see . The new “” column gives visibility into what’s driving automation across your PSA—perfect for optimization.