Changelog

Follow up on the latest improvements and updates.

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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
Inbox users can now pause and resume ongoing TimePad time entries without logging multiple entries. This simplifies tracking active work periods and prevents over-reporting inactive times, such as pauses between conversations. It’s especially useful for those managing multiple threads simultaneously.
We’ve heard this request often and understand that precise time management is essential for accurate billing and maintaining customer trust.
Here’s How to Get Started
Ensure a TimePad time entry is active for the desired thread.
  1. Click the
    Pause
    button to halt the timer without resetting the accumulated time.
image
  1. Click
    Resume
    to continue tracking time from where you left off.
image
🌎
This is now available for all Partners
Messenger settings reboot: Introducing
Standard
vs
Chat with SLAs
Support style
Admins can now choose between two straightforward "chat styles" in Messenger Settings:
  1. Standard Chat (previously "non-live chat")
  2. Chat with SLAs (previously "live chat")
We've removed the option to show both styles at once, making it easier for contacts to navigate forward with a single call-to-action.
This change eliminates the confusion and anxiety created by the previous options. Partners often found it difficult to decide between "Live Chat" and the seemingly less premium "Non-Live Chat," even though both were essentially the same.
🌍
This is now available for all Partners
Migration note: Partners who had both chat options enabled are now transitioned to the single “Chat with SLAs” experience (a total of 263 Partner end-customers updated).
Agreement Type support in Flows
Agreement type
Admins can now use the “Agreement Type” field from ConnectWise, and similar fields from Autotask and Halo, to create channels and workflows. This helps organize the Inbox and set up automations based on broader contract categories.
XL partners offer a range of services with different billing and workflows. This update allows technicians to use these contract categories to customize automations and Inbox organization.
Supported Filters:
  • Agreement Type (ConnectWise)
  • Contract Category (Autotask)
  • Contract Type (Halo)
🌍
This is now available for all Partners
PSA Sync Improvements: Automatic vs. Manual Sync Options
PSA syncs
Admins now have clearer control over their data syncs and can better understand how Thread syncs with their PSA.
Organized Sync Options: PSA sync settings are now divided into two categories:
  • Automatic Sync: Data that is automatically synced in the background on a daily schedule.
  • Manual Sync: Data updated via webhooks, with the option for a manual refresh.
Additionally, each sync option now includes a detailed description, giving Admins clarity on how and when their data is updated.
🌍
This is now available for all Partners
New: SSO for Desktop
Single Sign-On (SSO) through Microsoft 365 is now supported in Thread's Inbox Desktop app. Partners can now enable SSO across all Thread Inbox products, ensuring a seamless and consistent login experience for all technicians and all app preferences.
.
Improved: Take Action on Threads Without a Contact
Inbox users can now perform key actions— including submitting TimePad entries and updating Agreements— on threads that are missing a contact but are still associated with a company. Previously, these actions were blocked with error messages unless a contact was first added.
This is especially useful for users who manage alert-style threads and workspaces with an Autotask and Halo PSA integration, where tickets are frequently created without a contact.
Customize chat layout in Microsoft Teams Service App
image
Admins deploying the Microsoft Teams Service App can now choose from four distinct chat layouts and sizes, giving MSPs more control over how chat is displayed within the Service app. This allows them to prioritize visibility and ensure chat appears prominently, based on their customers' needs.
We’ve received consistent feedback from Partners that new users often overlook the chat feature in their initial sessions. With this update, chat is now easier to discover, helping users engage with the tool more effectively right from the start.
Here's how to get started:
  1. Navigate to Admin > Messenger > Teams Apps
  2. Follow the prompts until you reach the Microsoft Teams app builder;
  3. Choose one of four "Layout" options available in the top right of the builder that matches your needs; and
  4. Click "Publish" to deploy these changes to your customers instantly.
Microsoft 365 Single Sign-On
GTM-SSO
Partners can now enable Single Sign-On using Microsoft 365 for their organization's Inbox workspace, allowing for more secure and faster logins for service members.
This update tackles one of Thread’s most requested features and helps MSPs maintain the same level of internal security they advocate for on behalf of their customers.
To turn on SSO, partners can navigate to Admin > Integrations > Microsoft 365 & Teams app and toggle Enable SSO to
ON
. Once enabled, all users can log in with SSO by clicking "Login with M365."
SSO
Avatars for Members and Contacts
GTM-Avatars
IT Support, Personalized
: Inbox users and customers can now see avatar images of the people they’re collaborating with within a thread, making service interactions more personal.
Avatars stay in sync with the service and companion apps you already use, and service technicians can upload a custom avatar to give their account a personal flair - navigate to Inbox > Preferences > General and click “Upload photo" to customize further.
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