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.

Inbox Teams provide a structured way to they can access. Teams let you group people once and assign Views at the team level, reducing the need to manually update View access as your organization changes.

As teams grow and change, managing View access one person at a time doesn’t scale. Inbox Teams reduce the ongoing setup and maintenance work for Admins by letting access be managed at the team level—making it easier to keep the right people working from the right Views as your organization evolves.

Learn more about Inbox Teams.

Real-world schedules aren’t perfectly clean—technicians often juggle overlapping work, and last-minute changes. These updates make Planner more flexible and realistic, giving teams a more wholistic view of their day without blocking progress, while still clearly surfacing conflicts when they matter.

We've improved how Voice AI transfers calls to your technicians.

When the AI transfers a call, the technician now hears a prompt and presses 1 to accept before the caller is connected.

Previously, the AI could mistake IVR systems, voicemail prompts, or recording disclosures for a live person — leading to awkward situations where the AI started talking to an automated message. Now, the handoff only continues once a real person confirms they're ready.

This should make technician handoffs more reliable, especially for teams using phone systems with IVRs or call recording announcements.

Questions or feedback? Let us know in the comments!

We've just released a new feature that gives you control over how your AI agent pronounces specific words.

Voice → Agents tab → Set up (on any agent) → General tab → Custom Pronunciations (under Communication Style)

You can map any word to exactly how you want it pronounced. This is especially useful for company names, acronyms, or unique brand terms. For example, you could map "ABC" to "A B C Technologies" or "Acme" to "ACK-mee." These mappings apply to everything your agent says.

We recommend using this for unique identifiers only—things like your company name or product abbreviations. Avoid mapping common words like "Technologies" or "Solutions," since those would get replaced everywhere in conversation.

A preview feature so you can hear the pronunciation before saving.

Let us know how it works for you!