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:
- Route tickets to the right board from the start: support calls to Support, sales inquiries to Sales, vendor calls to Vendor
- Distinguish Voice AI tickets in your PSA: filter and report on AI-handled calls separately (e.g., "AI Phone" vs "Phone" vs "Voicemail")
- Build cleaner views: create Inbox views filtered by source to see all voice tickets at a glance
How it works:
- Go to your Voice AI agent settings (Attendant or Overflow)
- Select your preferred Board and Source from the dropdowns
- New agents default to your Messenger settings. Override only when needed.
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.