Feature Requests

This is a Status Automation feature request. Status Automation is not an option in the feature request Category drop down menu. Request Details: Add a Voice AI status automation event that fires when the caller ends an inbound call before the Attendant, Overflow agent, or a technician has ended it. Current behavior Under Admin → Automation → Status automation → [board] → Voice AI, status can be set when: The Attendant answers an inbound call The Attendant ends the call The Overflow agent answers or ends the call A technician answers a transferred call A technician ends an inbound call If the caller hangs up while the Attendant is still engaged, none of the "ends" events fire. Impact We set "Attendant agent answers an inbound call" to Magic Agent Engaged, and an Inbox View of that status shows the team which calls are in progress. The Attendant ending the call moves the thread to Ready for Technician, which feeds a second View used for dispatch, indicating the call is completed and is ready for continued service. When the caller ends the call, the thread stays in Magic Agent Engaged indefinitely. It never reaches the dispatch View, so it can be overlooked and neglected. Flows can't work around this. They are event-driven with no time-based triggers, and a flow keyed on thread activity could change the status during a live call. Requested change Add a Voice AI event such as "Caller ends the call" (or "Call ends without agent completing") with a "Set ticket status to" dropdown like the other events. Ideally it applies once the call recap is on the thread, consistent with the other "ends" statuses. Example board: Sandbox - CBCMTC - Service Desk

Improve phone-sourced ticket processing so AI-generated titles, categories, and priorities can run again after the full call transcript and recap are added to the ticket. Currently, AI actions execute too early during ticket creation and only use the caller’s initial description, causing incomplete or inaccurate titles and missed details such as phone numbers contained in later notes or call recaps. The request also includes allowing Magic Title and related AI features to access ticket notes, call recap content, and caller phone numbers from authentication or voice metadata so ticket information is more accurate without requiring custom workflow workarounds.

Add a setting that allows the Voice AI attendant to stop attempting live transfers outside business hours and instead only collect caller information and create a ticket or send the call to voicemail. Currently, business hours only change the greeting, while the attendant still tries to route calls to a live engineer after hours. Users need configurable after-hours behavior that can fully disable live transfers and support message-only workflows during closed hours.

When we place an outbound call from Inbox or the Thread pod, we start from the ticket contact and can enter a different number in the call popup. The call is still recorded and transcribed as a call with that contact, even when the number belongs to someone else, so the transcript and call record name the wrong person. Two problems this causes for us: Vendor calls are logged as client calls. When a tech calls an ISP about a client's outage from that client's ticket, the transcript attributes the ISP's side of the conversation to the ticket contact. Anyone reading the ticket later sees the client saying things the vendor said. Super Magic carries the error forward. Super Magic reads the transcript to summarize the call and write the TimePad entry, so the wrong name ends up in ticket notes and time entries. Our workarounds today are pausing the transcript for the whole call or placing the call outside Thread, and both lose the record we turned on outbound calling to get. Requested change, in the outbound call popup: A "Call someone else" option next to the ticket contact. Fields for a name (a person or a company, such as an ISP or a software vendor's support line) and the number to call. The option to pick an existing PSA contact from another company, such as a vendor contact we already keep in the PSA. The transcript, call recap and Admin call record show that name as the other party, while the call still logs to the ticket. Bonus if the other party's name can be edited after the call, in case the wrong option was picked. This would let us transcribe vendor and third-party calls on a client's ticket with an accurate record of who said what.

Allow administrators to modify the AI Voice Assistant's call flow for Overflow and Attendant modes, including changing the order of actions and adding optional prompts. This would enable customization of behaviors such as repeating the ticket number after creation, controlling whether the company name is announced, and tailoring the information-gathering process to specific needs. The feature should provide flexible configuration options beyond current fixed workflows, so organizations can deliver a caller experience that matches their operational requirements.

When the Overflow agent matches a caller to an existing ticket and they leave a message, Voice AI adds an internal note to the ticket but makes no other change in the PSA. In ConnectWise, the Customer Updated flag isn't checked, the status doesn't change, and the assigned technician isn't alerted. Voice AI status automations only apply to tickets created during the call, so there's no way to configure this today. This creates a gap for tickets sitting in a waiting status. If a ticket is waiting on a client response and our reminder automation follows up, the end user may call in and leave their update with Overflow. The ticket stays in the waiting status, the technician doesn't know the client called unless they open the ticket, and the reminder goes out again the next day asking for something the client already gave us. Requested change, configurable per agent: When a caller leaves a message on an existing ticket, check the Customer Updated flag in ConnectWise (and the equivalent in other PSAs). An option to also move the ticket to a status we choose, such as Customer Updated. This would make caller updates through Voice AI behave the same way as an email or portal reply from the client, so the ticket comes back to the technician's attention right away.

It would be nice to have a couple of block lists that go to preset messages. We have vendors, scammers and other voice spam that would be best fully rejected so they don't take up our teams time in processing a ticket. If a call is coming in over and over from the same number we'd like to be able to fully block it, we can of course do this at our PBX layer before the call gets to the voice agent but it would be more effective if our team could block numbers from inside thread inbox.

The Call On-Call Technician Flow action saves its phone tree inside each Flow. When on-call changes hands, an admin has to open every Flow that pages on-call and rebuild the tree by hand. Two problems this causes for us: Every shift change means several edits. We page from more than one Flow (after-hours emergency calls and RMM alerts), so the same swap has to be made in each one. If one Flow gets missed, the wrong tech is called overnight and the actual on-call tech never hears about the emergency. We run every shift with a primary and a backup. Each change means swapping two people, in the right order, across every Flow. The Active switch on each number helps for a short absence, but it doesn't replace keeping the tree current. Requested change, configured in Admin under Workspace alongside the time zone, office hours and holiday closure settings, and used by the Voice On-Call Flow action: A shared on-call schedule kept outside of Flows. Each shift has a start and end time and a repeating rotation, using the workspace time zone. Ordered roles on each shift, at minimum Primary and Backup. Each role holds the member, the number to reach them at, and max attempts. A phone tree option on the Flow action to use the on-call schedule. At page time, Thread calls the current Primary, then the Backup, then any fixed fallback numbers added after them (for example, a service manager). Overrides for shift swaps and PTO that don't change the base rotation. An internal note on the ticket naming who was paged and which shift they came from, plus a view in Admin showing who is on call now and who is next. This would let the phone tree follow the schedule automatically, with no Flow edits at shift change.

Add support for custom vocabulary and spelling overrides in the speech-to-text transcription engine so organizations can define how company names, client names, and other uncommon terms are transcribed. Current pronunciation settings only control how the voice agent speaks words and do not affect transcripts. Incorrect transcriptions carry into downstream outputs such as summaries, automated notes, and technician time entry bullet points, creating extra manual cleanup work. A configurable custom terms list would improve transcription accuracy across calls and benefit organizations with unique or specialized naming conventions.

When Voice AI creates a ticket in ConnectWise, whether from an Overflow agent or the Attendant in Advanced AI mode, the ticket comes in with only a summary. Everything the agent collected from the caller goes in as an internal note, and the Initial Description is left empty. Thread support confirmed this is expected behavior and there's no setting to change it. That doesn't fit how ConnectWise is used. The Initial Description is the ticket's intake record. When it's left empty, the first email we send to the customer becomes the Initial Description, so the top of the ticket shows our reply instead of the caller's issue. Techs opening the ticket have to dig through internal notes to find out what the caller actually reported. Both agents already do intake by asking the caller what the issue is, so the information exists. It just lands in the wrong field. Requested change, configurable per agent: Write an AI-generated intake summary of the caller's issue and their answers to the intake questions into the Initial Description when the ticket is created. Keep the call recap and transcript link as an internal note, as it works today. This would make Voice AI tickets match tickets created any other way, with the caller's issue at the top where techs expect to find it.