Feature Requests

We require more granular admin/member roles for read/edit access—as there's only two role types right now (admin or messenger). We require more control over who has access to Flows, Magic Agents, Messenger Settings, Deployments, etc.

Brandon Fox from SugarShot requests the ability to create custom security roles in Thread. This would allow admins to restrict techs from making prompt/settings changes while still enabling them to resolve Teams app issues. The enhancement would improve workflow control, security, and compliance by allowing more granular permissions tailored to different team responsibilities.

We would like the ability to add our holidays to our office hours original headline: As an administrator I want to be able to set up holidays in the admin panel to prevent users from initiating live chats on holidays

Add the ability to grant a user admin permissions limited to managing clients' Microsoft Teams apps without providing access to other administrative functions. This feature would enable organizations to securely delegate Teams app management tasks while maintaining tight control over broader admin privileges, supporting more precise role-based access control. The role should allow app-specific actions only and exclude any unrelated administrative capabilities.

In AutoTask Company Classification is how we would sort customers by Contract type, thus is how we would activate all the intellgence and magic agents. It is tedious to go through All 5 intelligence agents and the two magic agents have to update the customer list 7 times anytime we add or remove. There should be a way to create a Customer group in the system and use the filters of classifications to do that. Then assign these groups to the Agents and Intelligence rather than manually assigning.

Can we add a heartbeat to the messenger app so we can report on who we deployed to via desktop?

In my PSA, I have one client that has multiple teams tenants and I want to be able to have the chat app on each of them.

Enable the ability to create and share customized ticket board views filtered by organization, allowing external clients to log in and access only the tickets associated with their account. This feature would provide granular permission controls to ensure clients can securely review their own tickets in real time, improving transparency and self-service without exposing unrelated data.

Request to add functionality for generating closed ticket reports within the platform, allowing users to filter results by sentiment score and specify a date range. Benefits: •Helps teams quickly evaluate customer service effectiveness and sentiment for any given time period. •Enables better reporting for pilot projects and new feature launches. •Enhances transparency and data-driven decision making for service improvement.