Client exclusion rules configured in Assistive AI are now correctly applied across all three Magic AI post-triage actions: Auto Prioritize, Auto Categorize, and Generate Title.

Previously, some actions could run on excluded clients even when an exclusion was in place. For example, Generate Title could fire for a client that had been excluded. This is resolved. Exclusions are enforced consistently across all actions.

These actions are toggled under Admin > Magic Agents > Triage Agent > Settings. To control which clients are excluded, manage access under the Client Access section of each Assistive AI feature, as usual.

No changes needed on your end. Your existing exclusion settings apply automatically.

Your automation shouldn’t stop at the chat window.

When an end user types “I need a new user onboarded” or “I’ve been locked out,” your team already knows what needs to happen. The problem is getting the right information, fast, without bouncing the user to a portal or playing catch-up in your PSA.

With the Pia integration, Thread can now surface a Pia SmartForm directly inside the chat — no redirects, no portals, no dropped context. When a user triggers an intent (like New User Onboarding, Password Reset, or Access Request), they see an “Open Form” button right in the conversation. They fill it out, submit it, and the data writes back to your PSA automatically.

What changes for your team:

Automation fires inside the conversation. Pia handles the complex workflow logic. Thread handles the conversation. Together, they close the loop without your techs acting as the middleman. No more chasing information. The form captures exactly what Pia needs to run the automation, structured, clean, and PSA-ready. No back-and-forth. No follow-up tickets just to gather details.

Users stay in one place. Instead of redirecting to a portal or opening a separate browser tab, the SmartForm overlays directly in the chat window. Branded, familiar, and frictionless.

This is Threaded Intelligence at work, Thread’s Triage Agent recognises the intent, Pia executes the automation, and your PSA gets updated, all without a technician lifting a finger. Your System of Agents handles the handoff so your team can focus on the work that actually needs them.

To get started, you’ll need admin access to both Thread and Pia, and AI Pro.

Since launching Listening Mode in February, results have been strong: timeout rates dropped from 50% to 0%, overall success rates jumped from 41% to 68%, and tech handoff rates improved by 39%. Listening Mode remains the recommended default for all AI Pro workspaces.

We know every workspace transitions at its own pace. To support that, we've added a Timeout Fallback toggle in Triage Agent → Settings → Post-Triage. This option lets you continue using the previous inactivity behavior while your team gets familiar with everything Listening Mode has to offer. When you're ready, simply switch it off to take full advantage of the new experience.

We encourage all partners to use Listening Mode for the best experience.

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We've added new admin-level controls to help you manage your Client Intelligence Knowledge Base more effectively.

Both actions are admin-only and irreversible, use them carefully. They're designed for situations where you need a clean slate, not for routine maintenance.

No more dropped calls when your team is busy. Both Minimal AI and Advanced AI modes now support automatic handoff to the Overflow agent when no technician picks up within the configured timeout.

Previously, if a transferred call went unanswered, the caller heard a "no one is available" message and the call ended. Now, the Overflow agent steps in automatically to make sure every call is captured.

In both modes, the caller is told someone will follow up.

This means you only need to forward calls to the Attendant — Overflow handles the rest if no one answers.

Client Intelligence turns every client into a living account profile by combining dashboards, service data, and AI-powered insight in one place. It learns from tickets, conversations, notes, and technician activity to help MSPs manage accounts proactively, deliver white-glove support, and lead clearer client conversations.

Each client has a centralized overview dashboard surfacing sentiment signals, issue trends, recurring problems, and overall health - giving technicians and account managers instant context before jumping into work or preparing for client conversations.

Key sections include:

Ask Magic within Client Intelligence enables account managers and executives to run deeper analysis:

Technicians can also query client-specific knowledge directly from Ask Magic (in Inbox) during troubleshooting.

AI memory captures interaction history and communication patterns at the contact level, helping technicians deliver more informed and personalized responses.

Admins can scope intelligence generation by client, source, or board - ensuring controlled rollout and proper governance.

Client Intelligence transforms accumulated service activity into compounding operational knowledge - improving response quality, consistency, and visibility with every interaction.

Users can now show or hide details in Planner to focus only on the information that matters to them.

Planner previously displayed the same Overdue, Backlog, and future dates sections to all users. Now, each user can adjust visibility to match what makes the most sense to them.

This update reduces cognitive load and gives users more control of the Planner view.

The Triage Agent no longer disengages when a user goes quiet. It now enters Listening Mode - waits in the Thread, re-engages automatically when the user replies, and lets the Reminder Agent handle follow-ups in the background.

Why this matters:

Where to find it:

Works across Chat and Email for all AI Pro partners.

The Reminder Agent can now send follow-ups using Custom Time, triggering reminders X hours after a ticket becomes eligible, instead of at a fixed daily time.

What this improves:

This update makes Reminder Agent more flexible and reliable for time-sensitive workflows.

You asked for a way to get Voice AI benefits without changing your caller experience. Here it is.

What's new: Minimal AI mode lets Voice AI work silently in the background — recording calls, transcribing conversations, and creating tickets — without speaking to your callers.

Why this matters: Some clients aren't ready for AI to answer their phones. Minimal AI gives you the automation benefits (call recording, transcription, automatic ticket creation) without changing how your callers are greeted.

How it works:

What changes:

When to use it:

Questions or feedback? Drop them below :point_down:

You asked, we delivered.

What's new: You can now set a default Board and Source for each Voice AI agent directly in your settings.

Why this matters: Until now, Voice AI tickets used your Messenger default settings. This meant calls often landed in the wrong queue and were hard to filter in your PSA. No more.

With this update, you can:

How it works:

Works across all supported PSA platforms.

Your feedback made this happen:

"We would want to be able to distinguish between chat-created tickets and Thread Voice–created tickets within ConnectWise. So, I have two different sources." — Kurt, WBM

"Based on what they choose here, you might want them to go through a different experience and create it on a different board." — Wil

"Source is the main thing I need... I can filter out and be like, hey, these are voicemails, these are active calls." — Cole, CCS Technology Group

Questions or feedback? Drop them below.