Technicians can now place calls directly from Thread Inbox — recorded, transcribed, and dropped into the ticket automatically.

Techs can call from any number — direct line, extension, or personal device — and still display your verified main number to customers.

Check out the help docs here.

: Before making any outbound calls, re-sync your Members and Contacts to have the most accurate contact information.

Watch the demo: https://www.loom.com/share/bb92b1d011f145009d879e7a9a19b6d6

📈 — See the measurable value your team is gaining from Thread — ticket deflection, time saved, and impact at a glance.

🎯 — Track how consistently Thread's AI makes the right ticketing decisions across your entire service desk.

🤖 — Visibility into how the Triage Agent is engaging with tickets, improving responsiveness, and supporting your team.

💬 — A real-time view of active Messenger deployments across your organization — who's using it, and how.

📞 — Call volume, duration, CSAT, ticket creation, and company breakdowns — everything about your Voice AI in one view.

👥— Ticket outcomes, resolution quality, reopen trends, and Magic AI usage patterns — all together.

The complete call transcript now lands directly on the PSA ticket as a .txt file, so partners get the full back-and-forth in their PSA without us fighting note-body character limits.

Open the Voice AI ticket in your PSA → the transcript is in the ticket's attachments/files

Now you can use the full transcript in your custom workflows, work right inside the PSA without context switching, or download it and run it through your preferred AI.

Custom Rules just leveled up. Instead of one freeform block of text, you can now build structured, testable rules.

What's new?

Admin -> Triage Agent -> Custom Rules

Default: nothing changes until you opt in. Current freeform rules keep working as-is.

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You now have finer control over which requests the Triage Agent engages with, beyond companies, boards, and sources.

What's new?

Good to know

: Admin -> Triage Agent -> Client access

You can now customize what their voice agent says to sign off at the end of a call, instead of the default goodbye.

Voice → Agents → select an agent → Overflow/Attendant Settings

Notes:

Partners can now configure speech speed and volume per voice agent from the agent’s General tab.

Voice → Agents → select an agent → General → Voice settings

Existing agents keep their default behavior unless a partner updates the settings.

This release brings two new integration paths and a proactive drafting feature to Ask Magic. They ship together but each works on its own. Pick the ones that fit your shop, skip the ones that don't.

Connect your Hudu workspace and Ask Magic instantly references your articles in real time, no syncing, no waiting. Up to 5 relevant articles surfaced per question (configurable up to 10), full content available to the AI, not just titles. Smart fallback search retries with different phrasings so you don't lose results to a wording mismatch. Results are scoped to the client on the thread.

Connect your IT Glue account once and Thread keeps your library aligned every night, fully automatic, no manual touch needed. Incremental sync touches only what changed.

Need an immediate refresh after publishing something? Hit Sync now on the Document Sync tab.

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When a technician opens an eligible ticket, Ask Magic now drafts a suggested resolution in the background. Context, troubleshooting steps, and relevant KB articles, all queued up before they type a thing.

The draft is internal-only, so customers never see it. Pulls from your Knowledge Base, past related tickets, and any connected documentation (IT Glue or Hudu, if enabled).

You can now prevent the Triage Agent from sending any follow-up message when a thread goes inactive, including the well-known "just checking in" and any custom timeout message you've configured.

Teams that want the agent to monitor silently and leave all outreach to their technicians.

⚙️ Default: off. Existing workspaces keep their current timeout messaging behavior until they opt in.

Contact mapping has always been one of those features that sounds simple but carries a lot of weight. Getting the right ticket connected to the right person saves technicians real time and reduces the guesswork that slows down support queues.

Contact mapping is now controlled by agent — , rather than Overflow inheriting Attendant’s settings (what used to happen).

Previously, contact mapping in Overflow was tied to Attendant's settings. If a call timed out (no tech available) and routed to Overflow, there was no opportunity to collect caller information. Tickets created through this flow arrived without advanced contact mapping, leaving technicians to manually investigate who called if the number was unknown.

Some partners found a workaround by adding a custom question, but that only leaves a note in the ticket, it doesn’t actually map the ticket to the correct contact.

Attendant and Overflow now each control contact mapping independently

If a call flows from Attendant → Overflow, contact mapping is not asked twice — the handoff is seamless

No action is required. Settings have been migrated automatically based on your current configuration: