Feature Requests

As an MSP I would like to support my clients from their SMS.

When typing a message in inbox, I want to be able to write something, attach an image, then write more text, then attach another image and have it arrive in the order I typed it, instead of lumping the images together.

We would like to receive project tickets in Slack, Microsoft Teams and Inbox channels, with the ability to update notes as well.

For frequently asked questions, techs commonly provide a repeated snippet and a link to a help desk article, usually linking to documentation captured in IT Doc tools like IT Glue. How Might We automatically generate responses to FAQs based on the content provided for a contact's business within IT Documentation?

It’d be great to have column titles with sorting options in Views. Plus, the ability to add and remove columns and the ability to expand and move columns around would make it even more flexible!

Add the ability for Thread to display a user’s current Microsoft Teams presence (Available, Busy, Away, Vacation/OOF) directly inside the Thread interface. This would help technicians immediately understand a user’s availability and prevent wasted time attempting contact when the user is actually out of office.

Reminder Agent to recognize and account for holidays—preventing reminders to be sent during those hours/days.

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.

Magic AI can automatically initiate a voice call to the number associated with a voicemail ticket, engage the caller, and attempt to resolve or triage the issue in real time. This would make support more interactive and accessible for users who prefer phone-based communication.

Users have requested the ability to turn off the 'Magic Agent requires technician assistance' pop-up, as they find it disruptive during onboarding and day-to-day use. The feature would allow engineers or administrators to configure Magic Agent so that this notification is hidden or suppressed under certain conditions, reducing unnecessary interruptions when the detected issue does not require immediate technician intervention.