Feature Requests

We would like to be notified, either through the companion app or another way through teams, when a customer communicating with chat responds. Our technicians have no way to track the conversation update other than checking the ticket status. For technicians using the Pods in Manage instead of inbox, there is not much quicker conversation. If possible, creating a technician facing App in Teams (like the companion app) that has a similar GUI to the client facing Teams application for technicians to interact and update the client through and get notification updates through.

Currently, the "Request configuration details" feature in Messenger applies to all tickets, regardless of relevance to the issue. I disabled this because it asked for workstation details even when the issue had nothing to do with the user’s PC. However, I still want the ability to automatically add relevant configurations to tickets in ConnectWise Manage. Requested Features: • Conditional Activation: Enable "Request configuration details" only when relevant (e.g., if the issue involves a workstation, request PC details; otherwise, skip it). • Context-Aware Configuration Matching: Allow the chatbot to identify other relevant configurations based on user input. ○ Example: If the user reports a printer issue, the intent should ask for the printer name and, if a matching configuration exists in ConnectWise Manage, attach it to the ticket automatically. ○ Similarly, if the issue involves a network device, server, or application, relevant configurations should be linked without requiring workstation details. Use Case Example: • A user submits a ticket about a printer not working. • The chatbot asks for the printer name. • If a configuration for that printer exists in ConnectWise Manage, it is automatically added to the ticket. •The user does not get asked for their PC name unless it is relevant to the issue. Benefits: • Reduces unnecessary prompts, improving user experience. • Ensures that only relevant configurations are added to tickets. • Increases automation and data accuracy in ConnectWise Manage. This enhancement would provide more intelligent and dynamic data collection, ensuring that the right configurations are attached based on the specific issue being reported.

Currently, the master intent has a 3000-character limit, which restricts the number of commands and logic that can be included. I am already utilizing nearly all of this limit and need additional space to incorporate more commands without having to remove or condense existing ones. Requested Feature: Increase the character limit for the master intent beyond 3000 characters to allow for more complex and comprehensive command structures. Ensure that this expansion does not impact performance or response efficiency. Use Case Example: I have fine-tuned my master intent to function as intended and do not want to modify or shorten existing commands, as doing so could disrupt the chatbot's behavior. I need to add new commands to expand functionality, but I have reached the character limit. Expanding the limit would enable me to enhance the chatbot’s capabilities without the risk of breaking the current setup. Increasing the character limit would provide more flexibility for building robust and scalable chatbot logic without forcing users to compromise on existing functionality.

Having an ability to choose what kind of sounds you want to hear for incoming Chats and for when tickets are being assigned would be very helpful. We're a busy service desk so it would be good to have different sounds for Chats and for when tickets are assigned. The ability to have your own custom sound file uploaded would be great aswell.

It would be amazing if there was a filter for when a thread has been scheduled or not scheduled. Also, be able to see which tickets are scheduled for today, tomorrow, this month, etc., so we can build out views accordingly.

Currently, in the chat window, pressing Enter sends the message immediately, regardless of whether Shift is held. This behavior does not allow users to format responses properly, especially when answering multiple questions from the chatbot. If a user begins typing a response and accidentally presses Enter before completing all answers, the chatbot processes an incomplete message, disrupting the flow of conversation. Requested Feature: • Modify the chat input behavior so that pressing Shift + Enter inserts a new line instead of sending the message. • Ensure that Enter alone continues to send the message as it currently does. • If this chat function is expected to be used within Microsoft Teams, it should follow Teams' behavior, where Shift + Enter creates a new line and there is an option for “Show Formatting Options.” Use Case Example: • The chatbot asks multiple clarifying questions in a single response. • The user wants to separate their answers for clarity (e.g., listing responses in separate lines). • With the current behavior, pressing Enter prematurely submits the message, leading to incomplete answers. • Implementing Shift + Enter for line breaks would allow users to format responses properly without disrupting the conversation flow. This feature would improve usability, particularly for business users who expect Teams-like behavior in chat interfaces.

We get emails that often come in from users that route to catchall if we don't have a clear contact record in our system. We would like Magic AI to route these tickets to the correct company automatically.

The new Used column that was recently added to the Magic Agent intents page is great to see how many times an intent has been used. To build on that, it would be great if we could click the number in the used column to pull up a list of all the threads that the intent has been applied to. This would be very helpful to determine which intents are being used on a thread, as well as to see where improvements can be made to intents. As an example, with the How can I M365 intent template, it would be great to get a breakdown on what questions customers are asking so we can determine if there's any topics we can prioritize in publishing training material for.

Updated Date is already exposed within the View list display option, but need it as a filter as well.