Changelog

Follow up on the latest improvements and updates.

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Magic

Magic 1.6

NEW: Intent Templates for Magic Agents
Admins can now browse and select from a library of Intent templates, simplifying the creation and editing process with ready-made options for common helpdesk scenarios.
How to use it:
  1. Navigate to
    Admin
    >
    Magic
    AI
    >
    Agent
    Tab
    .
  2. Select Browse Templates from the menu option within the Your Intents table.
  3. Select a template from the library of options
  4. Click
    Start from Template
🌎 Available for all Partners with Magic Agents✨
.
Internal replies for Magic Agents
Magic Agents now allows you to send Internal Replies in addition to External Replies, enabling seamless collaboration with your team.
  • Internal Replies:
    Write notes or share knowledge base links that are sent internally to team members.
  • Works Alongside External Reply:
    Use both reply types for better coordination and context sharing.
How To Use It:
  1. Navigate to
    Admin
    >
    Magic
    AI
    >
    Agent
    Tab
    .
  2. Select an intent and click Edit.
  3. Scroll to find Internal Reply under External Reply and add your internal notes.
🌎 Available for all Partners with Magic Agents✨
.
Additional updates
  • Toggle Intent Variations
    : Admins can now enable or disable specific intent variations while building an intent, making it easier to test without deleting content.
  • Time Savings Tool
    : Admins can set the expected time savings (in minutes) for each intent, enabling MSP business leaders to report ROI more effectively when using Magic Agents.
  • Improved Interface
    : The Master Intent is now displayed alongside other intents, making it easier to find without navigating through settings.
  • Character Count Display
    : Users can now see character count limits for each text field, helping them write concise prompts more effectively.
Bug fixes
Inbox gets a shiny glow-up ✨
Inbox now has a fresh, cleaner look while keeping all the details you count on front and center.
What’s New?
  • Bolded unread threads
    : Threads with unread messages now appear in bold, just like in email or classic messaging apps. Goodbye, pink dot! You can click on a bolded thread to mark it as 'read'—no change to the behavior.
  • Compact participant preview
    : Quickly see the number of participants—both owners and non-owners—by hovering over the avatar preview. The number next to the avatar counts non-owner participants.
  • New Home for "Last Responded"
    : The blue dot, which indicates if the contact was the last to respond, has moved to the top-right corner for quicker and easier scanning.
Attachments in Time Pad 📎
Time Pad just got more powerful! You can now attach files directly to Time Pad entries.
Key Features:
  • Attach Files
    : Drag-and-drop files, use the 📎 icon to upload, or paste directly from your clipboard (Ctrl+C or Cmd+V).
  • File Compatibility
    : Supports common formats like JPEG, PNG, and PDF with size limits aligned to your PSA.
  • Basic Editing
    : Remove or replace files before submission for better control.
How To Get Started:
  • Open
    TimePad
    and create or edit a time entry.
  • Add attachments using drag-and-drop, the 📎 icon, or clipboard paste.
  • Review and edit attachments as needed before saving.
🌎 Available now for all users across CW, Autotask, and Halo PSAs! ✨
Magic Agents: Filter, Search and Sort Intents
Admins can now easily filter, search, and sort through the list of intents, providing an efficient way to manage and view intents for specific clients or organizations.
Key Features:
  • Filter
    : Use a new dropdown to filter intents by specific clients or companies based on your PSA (e.g., Company Type, Parent Company, etc.).
  • Search
    : Quickly locate intents by keywords in titles or forms.
  • Sort
    : Organize data by sorting any column.
How To Get Started:
  • Navigate to
    Admin
    >
    Magic
    AI
    >
    Agent
    .
  • Use the dropdown filter to select a specific client or search for keywords in the search bar.
  • Adjust column sorting to organize the view based on your needs.
🌎 Available now for all Partners with Magic Agents ✨
Magic Agents Now Support Image Recognition
Contacts can now upload images directly in the chat while reporting an issue or submitting a request, and Magic Agents will automatically process the images to assist with faster resolutions. This new Magic AI-powered feature is here to improve troubleshooting and technician handoffs.
With Image Recognition for Requests:
  • Context Extraction
    : Magic Agents analyze uploaded images to extract key details related to the request.
  • Intents Compatibility
    : Intents can now include mentions, prompting users to provide additional information, such as screenshots about the issue, for better resolution outcomes.
  • Seamless Handoffs
    : Common issues are automatically identified and addressed based on the image. Magic Agents provide technicians with all extracted details to ensure quicker resolutions.
How to Get Started
  • Ensure
    Magic AI
    and
    Magic Agents are enabled
    in your account.
  • Once enabled, it
    works automatically
    . Contacts simply upload images while submitting requests.
🌎 Available now for all Partners with Magic Agents ✨
.
NEW: Auto-categorize Ticket Type in Autotask
Autotask Partners can now automatically categorize the "Ticket Type" field along with "Issue Type," simplifying workflows and improving organization for those using both category fields.
To get started:
  1. Admins can navigate to Admin > Magic > Categorization,
  2. Select Ticket Type
  3. Add plain-language instructions for any field.
Magic will auto-categorize both fields when there is at least one definition set for Ticket Type.
🌎 Available now for all Autotask PSA integration Partners ✨
NEW:
Introducing Magic Title!
Partners can now automatically update thread titles to better reflect the context of conversations using Magic Title.
Thread’s latest Magic AI automation helps reduce admin overhead and keeps requests organized without the hassle of manual updates.
With Magic Title:
  • Automatic Updates
    : Titles are updated in real-time to include new context when the initial message lacks detail.
  • Customizable Formats
    : Admins can set title templates to match with their internal style guides and preferences.
  • Real-Time Syncing
    : Title changes are instantly synced across your PSA and all Thread products, ensuring accurate and up-to-date records.
How to Get Started
  1. Go to
    Admin
    in your dashboard.
  2. Open the
    Magic AI
    tab and select
    Title
    .
  3. Configure your preferred settings.
  4. Click
    Save
    to turn it on.
For more details, check out our Help Documentation.
🌎 Available now for all Partners with Magic AI enabled ✨
.
NEW: Customize expected response times in Messenger
Admins can now customize the expected response time for new threads in Messenger. Partners can customize a timeframe—ranging from minutes to hours—to display with contacts once a teammate has been assigned to a newly created thread.
This makes it easier for MSPs to match their communication with their organization's SLAs or response strategy and set clear expectations with customers.
Partners have long requested this update since it allows them to manage their response strategy, particularly on channels like Microsoft Teams and Slack where customers expect real-time interactions.
Getting started
  1. Go to
    Admin
    in your dashboard.
  2. Navigate to
    Messenger > Settings
    for any customer with “Chat with Support” support style selected.
  3. Select any of the options under “Estimated response time”. If "Custom" is selected, select an hour and a minute value from the dropdown menu and select OK.
  4. Click “Save” to apply any changes.
🌍
This is available to all MSPs with the “Chat with SLAs” support style enabled for their customers.
.
Magic Agents: Parent Company Intent Visibility for Autotask!
Admins can now configure intent visibility in Magic Agents using the Top Levels field for Halo PSA. This enhancement offers more flexibility and precision in defining which client groups can access specific agents or intents.
Previously, admins could only choose between “All Clients” or “Specific Clients”. Now, intent visibility can be tailored using the Top Levels field in Halo PSA for improved customization and control.
Getting Started
  1. Go to
    Admin
    >
    Magic AI
    >
    Agent tab
    >
    Select Intent
    or
    Create New.
  2. Under “
    Who can see this?”
    choose
    Top Levels.
  3. Select the relevant
    Top Levels
    , save, and you’re good to go!
🌎 This feature is now available for Halo PSA users in Magic Agents Beta!✨
Updates
  • Channels are "dynamic" by default
    : Admins will now see "Dynamic Channel" selected by default when creating a new channel, helping bypass a hard-to-explain conversation and avoid editing channel settings when setting up an Inbox channel for the first time.
Magic Agents: Parent Company Intent Visibility for Autotask!
Admins can now configure
intent visibility
in Magic Agents using the
Parent Companies field for Autotask
. This enhancement offers more flexibility and precision in defining which client groups can access specific agents or intents.
Previously, admins could only choose between "All Clients" or "Specific Clients". Now, intent visibility can be tailored using the Parent Companies field in Autotask for improved customization and control.
Getting Started
  • Go to
    Admin
    >
    Magic AI
    >
    Agent tab
    >
    Select Intent
    or
    Create New.
  • Under
    "Who can see this?
    " choose
    Parent Companies
    .
  • Select the relevant
    Parent Companies
    , save, and you're good to go!
Note: Parent relationship is not automatically synced for Autotask. So to properly use this filter, first Companies should be synced manually in Admin.
🌎 This feature is now available for Autotask users in Magic Agents Beta!✨
Magic Agents: Company Type & Contact Type Visibility for ConnectWise
Admins can now configure intent visibility in Magic Agents using Company Type and Contact Type for ConnectWise integrated workspaces. This provides more granular control over which client groups can access specific agents or intents.
Previously, admins could only choose between "All Clients" or "Specific Clients" by name. Now, visibility can be tailored using ConnectWise-specific categories for better customization.
Getting Started
  • Go to Admin > Magic AI > Agent tab > Select Intent or Create New.
  • Under "Who can see this?" choose Company Type or Contact Type.
  • Select the relevant groups, save, and you’re set!
🌍️ This is only available for ConnectWise integration workspaces with the Magic Agents Beta :sparkles:
.
NEW: Auto-Pause TimePad Timers when multitasking
Technicians can now auto-pause TimePad timers when switching between threads, helping prevent accidental billing for unworked time. This feature makes multitasking across threads smoother—a top request from our users as Thread improves multi-thread engagement.
Getting started
:
  1. Go to Inbox > Preferences > My Preferences.
  2. Toggle “Automatically pause the timer when I switch to a different thread” to ON.
  3. Click Save.
🌍
Available for all Partners
.
NEW: Customizable "Ask for Configuration" Messenger question
Admins can now choose whether contacts are automatically asked for device or “configuration” details when starting a new thread. This setting can be customized per customer, making it easier to tailor support as IT solutions shift to the cloud and device details become less important for troubleshooting.
Getting started:
  1. Go to Admin > Messenger > Design.
  2. Toggle “Request configuration details” under the Chatbot Messages section to ON.
  3. Click Save.
🌍
Available for all Partners.
.
Halo users: Charge Type support for TimePad entries
HaloPSA Inbox users can now set the Charge Type for TimePad entries before submitting, helping technicians and admins accurately match work to the correct billing rate. This mirrors how ConnectWise users can customize Work Role and Work Type for time entries.
🌍️ This is available for all HaloPSA users.
.
Bug fixes
  • Improved composing
    : Thread Messenger's composer now allows typing and sending messages even when the "ask for configuration" question is displayed. This lets contacts engage without needing to select a configuration option first.
NEW: Planner support for HaloPSA
Planner-drag
HaloPSA users can now use Thread Planner to schedule and plan when work can be accomplished. Planner is an integrated request tracking and scheduling tool in Inbox, tailored to help MSPs plan which day a thread should be tackled and define down-to-the-minute scheduling. Inspired by decades of Agile best practices, Planner lets MSPs adopt the well-embraced practice of "scheduling" within Inbox.
With Planner, Inbox users can:
  • Schedule tasks for specific times
  • Triage requests with a single click
  • Dispatch work instantly with full context
  • Send TimeZest meeting invitations directly from Inbox
  • Seamlessly sync plans with HaloPSA
Thread Partners using the HaloPSA integration can access Planner directly from Inbox. Find it in the main left-side navigation menu under @mentions or within a thread via the Planner card in the right-side actions menu.
.
NEW: Magic Agents: Drag-and-Drop Reordering for Intent Fields!
Admins can now
reorder form fields by dragging and dropping
them when editing a
Magic Agents intent
. Technicians can now click and hold on a field to drag it up or down to create a more logical and prioritized flow for troubleshooting.
Previously, Admins were unable to change the order of questions and had to manually remove and re-add them to adjust their sequence.
Getting Started
  1. Go to Admin > Magic AI > Agent tab > Select Intent or Create New.
  2. Drag and drop fields to reorder them as needed, then hit save.
🌍 This feature is now available for all partners and PSAs
Improved:
image
  • One-click ID and link copying
    : Inbox users can now copy a thread's ID and link with a single click while viewing the thread.
  • Halo Image Attachment sync
    : Image attachments sent in any chat or inbox product will now automatically upload to HaloPSA as message attachments. This keeps Thread workspaces synced with HaloPSA and ensure a consistent source of truth.
NEW: Halo release: Auto-Categorize both Ticket Type and Category 1
Halo Partners can now automatically categorize the "Ticket Type" field in addition to "Category 1", making it easy for Halo MSPs to kick of workflows and organize their work using both categorization tools.
To get started, Admins can navigate to Admin > Magic > Categorization, select
Ticket Type
from the category options, and add plain-language instructions for categorizing each field. Magic will auto-categorize both fields if they are configured.
This was one of our most requested asks from Halo partners who rely on both Ticket Type and Category 1 to accomplish separate goals.
🌍
This is available to Partners with a HaloPSA integration set up for their Thread workspace.
.
NEW: Status Mapping for Magic Agents ✨
The new Status Mapping feature enables users to assign custom statuses for
Magic Agents
in Inbox, Preferences, and Workspace settings. Now, with each workflow step (like starting a thread, completing triage, or confirming resolution),
admins can map statuses
for each board directly in Inbox, replacing the previous checkbox for setting status to ‘In Progress.’
This update enables clear status tracking, offering teams more flexibility in managing workflows and improving user experience.
Getting Started
  1. Go to Inbox > Preferences > Workspace and select the board you want.
  2. Use the dropdown to map each status to fit your workflow needs.
🌎 This feature is now available for all partners and PSAs, with updated Inbox workspace settings on the web and coming soon to the desktop app.
.
Bug fixes
  • Halo Image Attachment sync
    : Image attachments sent in any chat or inbox product will now automatically upload to HaloPSA as message attachments. This keeps Thread workspaces synced with HaloPSA and ensure a consistent source of truth.
NEW: Automate Common Status Changes
Admins can now easily create and manage automations for common status changes, such as:
  1. Setting threads to "
    In Progress
    " after a member replies;
  2. Re-opening
    threads when a contact replies to a previously closed thread; and
  3. Closing
    threads when a TimePad entry has a resolution flag
These automations help streamline workflows by moving threads to the next phase based on common triggers, like a user's initial greeting or a follow-up response to a closed thread.
Admins can customize these automations for specific boards, queues, or teams (e.g., Service Desk) while excluding others (e.g., Alerts), ensuring alignment with each team's internal processes.
Note
: Status change automations are only triggered by events within a thread and will ignore PSA-initiated actions.
How to Get Started:
  1. Go to Inbox > Preferences > Workspace.
  2. Click the + Board button (or + Queue or + Team, depending on your PSA) and select from the dropdown.
  3. Set up the status changes for each relevant automation.
  4. Click Save to apply your settings.
Repeat this for each board + status combination in your service desk where you want automations to be supported (here at Thread, our workspace has settings for
Help Desk
and
Sales
boards).
🌎 This is now available for all Partners
_______________________________________________________________________________
TimePad improvements
TimePad
has been updated to reflect more accurate tracking accuracy.
  • Fix
    A paused timer no longer automatically resumes when a user types or interacts with the collapsed TimePad view.
  • Fix
    Manually edited time entries set for future times cannot be resumed.
  • Fix
    (ConnectWise only): TimePad entries shorter than roughly half a minute are now submitted in ConnectWise as 30 seconds (or 0.01 hours).
🌎 This is now available for all Partners
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