Feature Requests

I would like to have a voice agent that we could direct our phoneline to so that we could handle calls the same way as other input channels. Ideally the phone channel would allow a couple of transfer options for Support/Sales/Emergency/Billing so that we can direct where the call goes ideally with the ticket number passed verbally to the person who picks up the phone if at all possible.

Would like the AI agents to have memory persistence among a users prior requests. I could see how having it even across an entire org could cause problems if a customer has business units that are not privileged to the issues of others. But the agent seeing past ticket history and weighing that may be helpful to spot or address recurring problems, might even be nice for the LLM to flag recurring issues within a clients responses.

Often times clients will email back a thanks or an out of office response to a closed ticket and we want the bot to know that they are not opening a new ticket and to not reply.

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

Triage Agent to recognize and account for holidays, making sure the Triage Agent responds accordingly if out of office hours or user's submit requests during holidays.

Ability to exclude clients from running Reminder Agent.

Ability to exclude Contact Types from the Reminder Agent being triggered, as there's some high-profile contacts that should not have reminder agents auto-close threads if there's no response.

A lot of our customers are trained to send us screenshots/images of their error messages. When chatting with our AI bot, and prompted for the error message they are encountering, our bot cannot read the image they attach and asks them to type it out.

Right now, Reminder Agent doesn't distinguish between OOO auto-replies and actual responses.

Currently, the "Chat with Magic" functionality is tied to individual Threads, which limits its usefulness for broader inquiries and management tasks. It would be highly beneficial to have a dedicated "Chat with Magic" section within the Inbox, independent of any single thread. This standalone chat should have the ability to analyze across all threads, making it a valuable tool for dispatchers, service managers, and account managers. Requested Features: • Add a "Chat with Magic" tab or section directly in the Inbox that is not tied to a specific thread. • Enable this chat to query and analyze all threads across companies. • Allow users to ask natural language questions that span across companies, time periods, statuses, sentiment scores, and time-to-resolution metrics. Use Case Examples: • An Account Manager preparing for a quarterly business review could ask: “Look at all tickets for ABC Company and tell me any tickets that took longer than 72 hours to complete and where we spent more than 5 hours. Provide a summary of those tickets.” • A Service Manager could request: “Show me all tickets from this month with low sentiment scores.” • A Dispatcher might want to quickly review: “Which tickets have been reopened more than twice in the past two weeks?” Benefits: • Provides quick, actionable insights without needing to open individual threads. • Improves operational efficiency for management and account roles. • Helps avoid cluttering individual threads with summary requests or recaps. • Offers a centralized, intelligent assistant for real-time threads and client analysis. Adding this feature would turn Chat with Magic into a more powerful operational tool, enabling strategic oversight and on-the-fly reporting across all service activity.