new
Magic 2.21
💡 Technician Feedback on Triage Agent 🔔
Technicians and service desk managers can now give direct feedback on the Triage Agent’s work, either on the overall thread or on specific messages. This helps us continuously improve the agent’s accuracy, behavior, and usefulness over time.
What this enables:
- 🚦 Provide quick signal when the Triage Agent handled something well or missed the mark.
- 🎯 Give targeted feedback on individual AI messages to highlight what needs refinement.
- 📈 Help the agent get better with every interaction - the more insight we receive, the smarter it becomes.
- 📊 Lay the foundation for upcoming analytics dashboards that will soon be available to admins.
How it works:
- Open any thread handled by the Triage Agent.
- Use the feedback options on the thread or next to individual AI messages.
- Submit your review, the Magic team uses this data to improve future agent performance.
This is our first step toward deeper visibility and continuous ML-driven improvement. More analytics and admin-facing insights coming soon.
.
🚀 Ask Magic Update: Expanded Search History (200 Threads) 🏴☠️💬
Ask Magic can now search up to 200 past threads for both contact-level and company-wide questions (400 total!), up from the previous limit of 10.
This gives technicians far deeper historical context when investigating patterns, recurring issues, or past user behavior.
The experience remains safe and controlled: Ask Magic will never surface all 200 threads at once. Guardrails ensure only relevant examples are shown, while the LLM uses the broader context to generate more accurate insights.
What this improves:
- 🔁 Better pattern detection (e.g., recurring hardware issues across users)
- 🧠 Richer answers for “similar issues,” “recent problems,” and “user history”
- 🌐 More complete company-wide analysis on demand
No UI changes, this enhancement is entirely behind the scenes and available now.
.
📎 Image & PDF Uploads in Ask Magic 🔔
Technicians can now upload images and PDFs directly in Ask Magic while working from Inbox. This makes it easier to reference files as you Ask Magic for help during a conversation with a contact.
What this enables:
- 🖼️ Add screenshots, error messages, or supporting PDFs to give Ask Magic additional context.
- 📂 Bring files into Ask Magic as you’re troubleshooting or exploring a question.
- 💻 Stay fully in Inbox: no switching between tools.
How it works:
- Open Ask Magic from Inbox.
- Drag and drop an image or PDF into Ask Magic, or use the upload option.
- The file becomes part of your Ask Magic query, helping you dig deeper into the issue you’re working on.
.
🧠 Triage Agent Update: Smarter, More Targeted Questions Using Contact Intelligence 🔔
The Triage Agent now uses stored contact intelligence more effectively to shape its clarifying questions. This allows the agent to reduce noise, skip redundant queries, and focus on what actually matters for faster, more accurate triage.
What’s improved
The agent is increasingly leveraging memory even in very short conversations:
- 1+ message threads → 53% memory usage
- 2+ message threads → 58% memory usage
- 3+ message threads → 65% memory usage
- 4+ message threads → 72% memory usage
➡️ Strong upward progression: the more conversation context available, the more intelligently the agent uses stored memory.
This results in sharper questions, fewer unnecessary follow-ups, and more context-aware triage.