Admins can now configure intent visibility in Magic Agents using Company Type and Contact Type for ConnectWise integrated workspaces. This provides more granular control over which client groups can access specific agents or intents.

Previously, admins could only choose between "All Clients" or "Specific Clients" by name. Now, visibility can be tailored using ConnectWise-specific categories for better customization.

🌍️ This is only available for ConnectWise integration workspaces with the Magic Agents Beta :sparkles:

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HaloPSA Inbox users can now set the Charge Type for TimePad entries before submitting, helping technicians and admins accurately match work to the correct billing rate. This mirrors how ConnectWise users can customize Work Role and Work Type for time entries.

🌍️ This is available for all HaloPSA users.

HaloPSA users can now use Thread Planner to schedule and plan when work can be accomplished. Planner is an integrated request tracking and scheduling tool in Inbox, tailored to help MSPs plan which day a thread should be tackled and define down-to-the-minute scheduling. Inspired by decades of Agile best practices, Planner lets MSPs adopt the well-embraced practice of "scheduling" within Inbox.

With Planner, Inbox users can:

Thread Partners using the HaloPSA integration can access Planner directly from Inbox. Find it in the main left-side navigation menu under @mentions or within a thread via the Planner card in the right-side actions menu.

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Admins can now them when editing a . Technicians can now click and hold on a field to drag it up or down to create a more logical and prioritized flow for troubleshooting.

Previously, Admins were unable to change the order of questions and had to manually remove and re-add them to adjust their sequence.

🌍 This feature is now available for all partners and PSAs

Halo Partners can now automatically categorize the "Ticket Type" field in addition to "Category 1", making it easy for Halo MSPs to kick of workflows and organize their work using both categorization tools.

To get started, Admins can navigate to Admin > Magic > Categorization, select from the category options, and add plain-language instructions for categorizing each field. Magic will auto-categorize both fields if they are configured.

This was one of our most requested asks from Halo partners who rely on both Ticket Type and Category 1 to accomplish separate goals.

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The new Status Mapping feature enables users to assign custom statuses for in Inbox, Preferences, and Workspace settings. Now, with each workflow step (like starting a thread, completing triage, or confirming resolution), for each board directly in Inbox, replacing the previous checkbox for setting status to ‘In Progress.’

This update enables clear status tracking, offering teams more flexibility in managing workflows and improving user experience.

🌎 This feature is now available for all partners and PSAs, with updated Inbox workspace settings on the web and coming soon to the desktop app.

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Admins can now easily create and manage automations for common status changes, such as:

These automations help streamline workflows by moving threads to the next phase based on common triggers, like a user's initial greeting or a follow-up response to a closed thread.

Admins can customize these automations for specific boards, queues, or teams (e.g., Service Desk) while excluding others (e.g., Alerts), ensuring alignment with each team's internal processes.

: Status change automations are only triggered by events within a thread and will ignore PSA-initiated actions.

How to Get Started:

Repeat this for each board + status combination in your service desk where you want automations to be supported (here at Thread, our workspace has settings for and boards).

🌎 This is now available for all Partners

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has been updated to reflect more accurate tracking accuracy.

🌎 This is now available for all Partners

Inbox users can now pause and resume ongoing TimePad time entries without logging multiple entries. This simplifies tracking active work periods and prevents over-reporting inactive times, such as pauses between conversations. It’s especially useful for those managing multiple threads simultaneously.

We’ve heard this request often and understand that precise time management is essential for accurate billing and maintaining customer trust.

Ensure a TimePad time entry is active for the desired thread.

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Admins can now choose between two straightforward "chat styles" in Messenger Settings:

We've removed the option to show both styles at once, making it easier for contacts to navigate forward with a single call-to-action.

This change eliminates the confusion and anxiety created by the previous options. Partners often found it difficult to decide between "Live Chat" and the seemingly less premium "Non-Live Chat," even though both were essentially the same.

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Admins can now use the “Agreement Type” field from ConnectWise, and similar fields from Autotask and Halo, to create channels and workflows. This helps organize the Inbox and set up automations based on broader contract categories.

XL partners offer a range of services with different billing and workflows. This update allows technicians to use these contract categories to customize automations and Inbox organization.

Supported Filters:

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Admins now have clearer control over their data syncs and can better understand how Thread syncs with their PSA.

Organized Sync Options: PSA sync settings are now divided into two categories:

Additionally, each sync option now includes a detailed description, giving Admins clarity on how and when their data is updated.

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Single Sign-On (SSO) through Microsoft 365 is now supported in Thread's Inbox Desktop app. Partners can now enable SSO across all Thread Inbox products, ensuring a seamless and consistent login experience for all technicians and all app preferences.

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Inbox users can now perform key actions— including submitting TimePad entries and updating Agreements— on threads that are missing a contact but are still associated with a company. Previously, these actions were blocked with error messages unless a contact was first added.

This is especially useful for users who manage alert-style threads and workspaces with an Autotask and Halo PSA integration, where tickets are frequently created without a contact.

Admins deploying the Microsoft Teams Service App can now choose from four distinct chat layouts and sizes, giving MSPs more control over how chat is displayed within the Service app. This allows them to prioritize visibility and ensure chat appears prominently, based on their customers' needs.

We’ve received consistent feedback from Partners that new users often overlook the chat feature in their initial sessions. With this update, chat is now easier to discover, helping users engage with the tool more effectively right from the start.

Here's how to get started:

Partners can now enable Single Sign-On using Microsoft 365 for their organization's Inbox workspace, allowing for more secure and faster logins for service members.

This update tackles one of Thread’s most requested features and helps MSPs maintain the same level of internal security they advocate for on behalf of their customers.

To turn on SSO, partners can navigate to Admin > Integrations > Microsoft 365 & Teams app and toggle Enable SSO to . Once enabled, all users can log in with SSO by clicking "Login with M365."

: Inbox users and customers can now see avatar images of the people they’re collaborating with within a thread, making service interactions more personal.

Avatars stay in sync with the service and companion apps you already use, and service technicians can upload a custom avatar to give their account a personal flair - navigate to Inbox > Preferences > General and click “Upload photo" to customize further.

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.