Feature Requests

Technicians may have recurring non-ticket related events on their calendar they use to block out their calendar or mark statutory holidays, and they need to see this in thread's planner so the dispatcher cannot assign tickets during those times.

I would like the emails branded, so the code verification should come from my domain either using my own mail service or setting up SPF / Relay permissions for chat genie with SPF and DKIM. Baring that at a minimum the message 'Great. Please enter the verification code sent to your email.' should be updated to show 'Great. We sent an email from help@chatgenie.io with a code to verify your email, can you please enter the code below' or similar.

Currently, when enabling Thread’s Slack or Microsoft Teams integration, PSA contacts are automatically created for any client-side members not found in ConnectWise PSA — even if an inactive record for that user already exists in PSA. This bypasses the “don’t allow new contacts from opening chat” restriction and leads to scenarios where inactive users are re-created as active records, potentially receiving support they are no longer eligible for. Worse, this presents an opportunity for a data breach for an ex-employee asking for data or account reactivation. If a terminated employee calls by phone and we see the auto-generated active contact, we may support the ex-employee and hand over confidential data that endangers our clients businesses. This scenario is possible when the contact is changed to inactive before the Teams/Slack account is disabled, which can be common for companies wanting to slowly close out a relationship. The requested enhancement is for Thread to first check for any existing inactive contact records in PSA before auto-creating a new contact. If an inactive record exists, Thread should re-use that record (while keeping it inactive) rather than creating a duplicate active contact. Alternative 1: If there is not an active PSA contact, don't create one at all. Alternative 2: Modify the Connectwise Security Role for Thread API to prevent addition of new contacts, if it wouldn't break anything.

Description: Currently, Thread’s chatbot in Microsoft Teams and Messenger defaults to English for all system messages and automated responses, regardless of the organization’s preferred language or communication style. This feature would allow administrators to configure both the default language (e.g., Dutch, Spanish, French) and the tone and style of system-generated messages—such as prompts, ticket creation confirmations, and error notifications to align with the organization’s branding and communication standards. Benefits: Ensures chatbot communication reflects the organization’s language, tone, and style preferences Enhances accessibility and inclusivity for non-English-speaking users Promotes a consistent and professional user experience across all interactions Reduces the need for manual translation or message customization Strengthens brand identity through tailored messaging.

Description: At present, the chatbot supports English, Spanish, and French for interpreting user input and generating responses. This feature would extend support to Dutch, allowing the chatbot to detect Dutch-language queries and respond entirely in Dutch—including both system messages and AI-generated replies. Benefits: Improves usability for Dutch-speaking users and organizations Promotes consistent communication in native languages across support channels Minimizes translation errors and misunderstandings Encourages adoption in regions where Dutch is the primary language

Use case: Ability to include additional text description that isn't necessarily with a button link. Or ability to add an image.

If Planner could integrate our M365 calendars as well as show schedule holds from PSA, that would be super helpful in using Planner.

Would be great to be able to specify the timing between sending follow-up's from the Reminder Agent. currently will send every day, would be good to be able to have a delay to give the client time to respond - like 2 days before the first email, then wait another 3 days and then a final 1 day... typically like to give clients time to respond if they are away, or busy which is often the case. Would just provide more flexibility for the agent setup.

Group views by folders or separate "My views" from "General views" so we can have more visibility of the views that we create for our own management or organization.