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Week of Dec 2nd 2024: Magic Agents: Magic Title, Top Level Intent Visibility for Halo PSA!

NEW:
Introducing Magic Title!
Partners can now automatically update thread titles to better reflect the context of conversations using Magic Title.
Thread’s latest Magic AI automation helps reduce admin overhead and keeps requests organized without the hassle of manual updates.
With Magic Title:
  • Automatic Updates
    : Titles are updated in real-time to include new context when the initial message lacks detail.
  • Customizable Formats
    : Admins can set title templates to match with their internal style guides and preferences.
  • Real-Time Syncing
    : Title changes are instantly synced across your PSA and all Thread products, ensuring accurate and up-to-date records.
How to Get Started
  1. Go to
    Admin
    in your dashboard.
  2. Open the
    Magic AI
    tab and select
    Title
    .
  3. Configure your preferred settings.
  4. Click
    Save
    to turn it on.
For more details, check out our Help Documentation.
🌎 Available now for all Partners with Magic AI enabled ✨
.
NEW: Customize expected response times in Messenger
Admins can now customize the expected response time for new threads in Messenger. Partners can customize a timeframe—ranging from minutes to hours—to display with contacts once a teammate has been assigned to a newly created thread.
This makes it easier for MSPs to match their communication with their organization's SLAs or response strategy and set clear expectations with customers.
Partners have long requested this update since it allows them to manage their response strategy, particularly on channels like Microsoft Teams and Slack where customers expect real-time interactions.
Getting started
  1. Go to
    Admin
    in your dashboard.
  2. Navigate to
    Messenger > Settings
    for any customer with “Chat with Support” support style selected.
  3. Select any of the options under “Estimated response time”. If "Custom" is selected, select an hour and a minute value from the dropdown menu and select OK.
  4. Click “Save” to apply any changes.
🌍
This is available to all MSPs with the “Chat with SLAs” support style enabled for their customers.
.
Magic Agents: Parent Company Intent Visibility for Autotask!
Admins can now configure intent visibility in Magic Agents using the Top Levels field for Halo PSA. This enhancement offers more flexibility and precision in defining which client groups can access specific agents or intents.
Previously, admins could only choose between “All Clients” or “Specific Clients”. Now, intent visibility can be tailored using the Top Levels field in Halo PSA for improved customization and control.
Getting Started
  1. Go to
    Admin
    >
    Magic AI
    >
    Agent tab
    >
    Select Intent
    or
    Create New.
  2. Under “
    Who can see this?”
    choose
    Top Levels.
  3. Select the relevant
    Top Levels
    , save, and you’re good to go!
🌎 This feature is now available for Halo PSA users in Magic Agents Beta!✨
Updates
  • Channels are "dynamic" by default
    : Admins will now see "Dynamic Channel" selected by default when creating a new channel, helping bypass a hard-to-explain conversation and avoid editing channel settings when setting up an Inbox channel for the first time.