Admins with ConnectWise-integrated workspaces no longer need to configure PSA-level settings to set up “Proactive Messages,” the capability that allows contacts to access all threads from Messenger (and not just chat-specific ones).

Previously, a ConnectWise-specific configuration had to be enabled before using Proactive Messages (board-level statuses with the “notify customer” flag set to true). This extra step is no longer needed, simplifying the onboarding process for ConnectWise-integrated Thread Partners and shifting the customization tasks within Thread Admin via the selection tool.

The Planner view now excludes PSA tickets outside Thread channels (e.g., automated alerts), providing a faster Planner experience and reducing the need to apply filters. Users no longer need to apply a bevy of exclusion filters.

Inbox users can now send TimeZest meeting invitations directly from within Inbox, making it easy for techs and customers to find the best meeting time - eliminating scheduling "ping pong" - while chatting in a thread.

With an active TimeZest account, Inbox users can send a TimeZest link to contacts using the /TimeZest slash command. Contacts can then choose a meeting time through the link, which will update Planner in real-time with the plan details.

🌍 This is available to Partners currently enrolled in the Planner early beta program and will be made available for General Availability in the coming weeks. Reach out to Thread to request Planner and TimeZest integration access.

Threads can now automatically move to the Done tab in both Inbox and Chat when their status is set to completed, in review, or any other “two step close” style status.

This update addresses the common “two step close” process embraced by MSPs, where Service Managers review billing and completion details before officially marking a thread as done.

Admins can now map any "completed" style statuses within Thread to Done so that Inbox and Messenger no longer clutters their views with resolved but still seemingly active threads.

Here's how to get started:

🌍 This feature is now available for all Partners.

Threads can now automatically move to an “in progress” status when any Inbox user sends an initial message. This helps MSPs report more accurately on Response SLAs and total time worked (and saves a few clicks for fast-moving techs).

Partners tell us that automatically moving threads to "In Progress" helps prevent artificially high Response SLAs and incorrectly lower "total time worked" stats. And, as an added perk, this eliminates the need for techs to manually update a thread's status when first responding to a customer.

Here's how to get started:

🌍 This feature is now available for all Partners.

Tired of Magic AI cluttering PSA tickets with logging activity? Toggle it off!

Admins can now disable Magic AI from logging automated actions to the PSA. Many partners tell us that the logging can create too much clutter within the PSA ticket or inadvertently affect reporting and would prefer to display the audit trail details only in Inbox.

🌍 This update is available to all partners and all supported PSAs by navigating to Admin > Integrations > PSA > PSA Sync

Messenger's login journey has been redesigned to provide helpful, positive exit paths and supporting options throughout a contact's journey. In the latest release, contacts logging into Messenger will see:

Messenger will now reliably clear the composer when a message is sent, making it easy to continue the conversation.

🌍 This update is now available for all contacts using Messenger Web and Messenger Desktop from a logged-out state.

You can now navigate through Inbox and check unread counts while the left-side menu is collapsed, making it easy for Dispatchers and Service Managers to react and move quickly when using full-screen tools like Planner.

Hover over the "expand menu" icon in the top left corner of Inbox when the left-side menu is collapsed to reveal the full menu.

We've found that collapsing the navigation menu while using Planner frees up screen space to display one or two extra member swimlanes and reveal a wider view of your org's work. This update makes it easier to stay in full-screen mode without losing insights or navigation.

Planner users can now change the and directly from the Planner card without first navigating into a thread. This makes it easy for users to triage and plan multiple threads quickly without losing their place within Planner.

You can now open a preview of a thread by clicking on a Planner card instead of navigating directly into the full thread view, making it easy to interact with requests from a high level without losing your spot within Planner.

Admins can now exclude threads from specific boards from showing to end customers through Messenger, making it easier for MSPs to manage "internal-only" threads associated with contacts without overwhelming customers with non-actionable threads.

This is one of our most requested asks from our extra-large MSPs who often lean on "internal-only" boards for managing alerts, billing, and other work that doesn't require interactions or follow-ups with end customers.

We've found that contacts can sometimes feel confused when they see back office-style tickets displayed in Chat. With today's update, Admins can now filter Messenger to show actionable threads and exclude those from boards that are best for just the MSP.

Planner users can now filter threads by status, making it easier for users to review and prioritize threads based on where they are in their service journey.

We've learned from Partners that filtering goes well beyond Planning actions and that Planner gives Dispatchers a high-level view of threads that need action. Filtering by Status lets Partners better "manage by exception".

You can now filter Planner by board, channel, and priority, making it easier to zoom into specific teams and collections of threads. This is easily our most requested ask from our Planner Beta partners. Other updates include:

🌍 Planner is available to select Partners through early Beta Access and will be made available for General Availability in the coming weeks. Reach out to Thread to request Beta access.

Inbox now updates the flag in ConnectWise to match the intent of this PSA feature, making it easier for Partners to have more reliable internal reporting, design sophisticated if-else logic within their PSA, and stay on top of customer responses across their software stack.

Updates include:

We've also applied a few well-requested choices to the behavior to differ from the PSA path:

Never miss another customer with Planner.

Planner is a request tracking and planning tool within Inbox that lets MSPs plan when work can be accomplished. With Planner, you can plan which day a thread should be tackled and set a time for down-to-the-minute scheduling. Planner is Thread's approach to the well-embraced practice of "scheduling" tickets and is designed with decades of Agile best practices in mind.

🌍 Planner is available to select Partners through early Beta Access and will be made available for General Availability in the coming weeks. Reach out to Thread to request Beta access.

Contacts using Messenger Desktop for the first time will now see a polished welcome screen - featuring their MSPs name and branding - that gives more context behind Chat and how to use it.