Follow up on the latest improvements and updates.


NEW: Filtering for Planner
You can now filter Planner by board, channel, and priority, making it easier to zoom into specific teams and collections of threads. This is easily our most requested ask from our Planner Beta partners. Other updates include:
  1. Sync members with ‘channel’ filter
    : Automatically show or hide members in Planner based on any channel filters applied, making it simpler to navigate across different teams via 'channel' (and the members with access to those channels) without manually adding and removing members into view each time.
  2. Swimlane-specific customization
    : You can now customize if filters apply to only the Triage column or to both Triage and member-specific swimlanes. We've found that some filter types work best for triaging activities (ex: moving high-priority items to an available member) while others can apply to the entire Planner view.
🌍 Planner is available to select Partners through early Beta Access and will be made available for General Availability in the coming weeks. Reach out to Thread to request Beta access.
Improved: Support for
Customer Updated
flag (ConnectWise only)
Inbox now updates the
Customer Updated
flag in ConnectWise to match the intent of this PSA feature, making it easier for Partners to have more reliable internal reporting, design sophisticated if-else logic within their PSA, and stay on top of customer responses across their software stack.
Updates include:
  • Customer Updated
    is set to ON when a contact creates a thread or responds from any Messenger product; and,
  • Customer Updated
    is set to OFF when a member - whether the owner or otherwise - replies to the contact.
We've also applied a few well-requested choices to the behavior to differ from the PSA path:
  • Thread doesn't set the flag to OFF when a member looks at a thread, which more closely matches the expectation that the customer still is owed a reply.
  • We set the flag to OFF when a non-assigned member replies, which more closely matches the expectation that a technician responded back.
Bug fixes
  • The "Support" header copy is no longer displayed in the MSFT Teams support app. Contacts who navigated into their MSP's support app into the default Support tab used to see "Support" float over the header image, which cluttered the header behind it.
  • Planner beta updates
    : Plans set from within the thread view will no longer show up in Planner a day earlier than their actual plan day
  • Planner beta updates
    : Planner users can now drag and drop threads two or more times as expected without freezing the screen
  • Planner beta updates
    : Planner users with the “sync with channels” toggle set to on can no longer un-toggle any selected members.
NEW: Introducing Planner 📆
Never miss another customer with Planner.
introducing planner gif
Planner is a request tracking and planning tool within Inbox that lets MSPs plan when work can be accomplished. With Planner, you can plan which day a thread should be tackled and set a time for down-to-the-minute scheduling. Planner is Thread's approach to the well-embraced practice of "scheduling" tickets and is designed with decades of Agile best practices in mind.
  • Plan when work is done
    Plan threads for specific days and set exact times to ensure the right technician is assigned at the right time. Planning lets you create deeper accountability and avoid missed meet-ups or deadlines.
  • Triage with a single click
    : Drag newly-created threads from Triage into Backlog to tackle them on your own time, or drop them into your teammate's day space to create a plan. Assign and schedule work with a single click.
  • Dispatch with
    Review your team’s backlog in a simple Kanban-style view to load-balance your team's work and create capacity. Planner arms Dispatchers, Service Managers, and Team Leads with a turn-key and easy-to-embrace tool to design how their squads get work done.
  • Sync with your tools in real-time
    : Planner automatically syncs with your PSA to keep your organization updated in real-time and makes transitions seamless across for your organization. Existing PSA integrations with Microsoft Outlook keep your calendars updated in real-time.
🌍 Planner is available to select Partners through early Beta Access and will be made available for General Availability in the coming weeks. Reach out to Thread to request Beta access.
Bug fixes
  • Messenger Desktop now re-opens from the same monitor and desktop location from where it was last closed, making it easier for MSPs to design where within a user’s desktop space applications can live.
  • Contacts associated with a single company no longer need to select their organization when navigating to Messenger Desktop, helping reduce extra steps and potential confusion early in their chat experience.
  • Contacts using Windows can now consistently open Messenger Desktop by clicking on the app icon from their computer desktop, tray, and pinned taskbar icon.
NEW: Welcome screens for new users
messenger welcome
Contacts using Messenger Desktop for the first time will now see a polished welcome screen - featuring their MSPs name and branding - that gives more context behind Chat and how to use it.
Bug fixes
  • Contacts using Messenger Desktop while logged out will no longer be asked to submit their email address in a repeating loop.
  • Contacts using Messenger Desktop will no longer see an empty placeholder for the application icon in the Windows Taskbar or Mac Dock in certain scenarios.
NEW: Redesigned Notifications
We've redesigned notifications to power a real-time, multi-player inbox experience. Track the most important alerts with the latest notification upgrade:
React to @mentions and assignments in real-time
: Receive push notifications, badges, and audio alerts when a teammate @mentions you or assigns you as the owner, making it easier to coordinate and collaborate instantly.
Track changes while offline
: You'll now see unread badges next to threads and channels with new activity, letting you keep tabs on any changes while you were offline. Opening up an unread thread marks it as 'read'.
Personalize for your role
: Choose from four channel-specific settings to adjust how broadly or narrowly you'd like to be alerted. Click the ellipsis icon (•••) next to each channel to personalize.
  • All
    : Best for Dispatchers and Service Managers who respond to and dispatch all new threads.
  • Owner
    : Useful for technicians who prefer alerts around assigned threads and collaborations with teammates.
  • Mentions
    : Useful for managers and teammates who provide support for technicians.
  • Off
    : Notifications are muted.
Other upgrades include
  • No more "double notifications" for threads that live in multiple channels;
  • Simpler channel layout, and
  • Ability to mute individual threads
We’ve long heard from Partners that some notifications can feel noisy while others feel surprisingly underrepresented. The latest update helps power a modern, real-time experience for you and your team.
NEW: Manually Re-Sync PSA Integration
Ever made a change in your PSA that didn’t seem to carry over to Thread? We’ve been there a few times.
Admins can now manually re-sync their PSA integration with Thread via the Admin Center. This makes it easy for Service Managers to ensure that their workspace reflects the latest changes to their PSA’s contacts, members, agreements, and SLAs.
We noticed how frequently Partners would reach out to us asking for resync help. This update aims to make it easier for you to self-resolve PSA sync issues without requiring Thread Support (although we’ll always be there for you).
Admins can manually re-sync Thread with their PSA by navigating to Admin > Integrations > PSA > PSA Sync sub-tab and clicking any of the Sync Now options.
NEW: Build Flows using “Is Blank” and “Is Not Blank” Operators
Is blank
Admins can now build flows using the well-embraced “Is blank” and “is not blank” operators, making it easy to design channels based on whether threads have no owners, lack assignments or sites, have at least one resource, or have a characteristic that’s best represented in “something or nothing” terms.
For example, a common use case we’ve seen that utilizes these operators is to build an “Unassigned threads” channel where the “Owner” field is set to “Is blank” followed by an “Assigned threads” channel where “Owner” is set to “Is not blank”. This helps Service Managers more easily find ownership for newly created threads without navigating across many channels.
Let us know how you’re using the new “Is Blank” and “Is not Blank” operators!
NEW: Customize Time Zones in Flows
Representing one of our most requested features, Admins can now set the time zone for a Flow within the Admin Center, enabling them to more effectively design Channels and Flows around custom office hours and other non-standard activities that are common during the holiday season.
Without the ability to customize time zones, we’ve found that Admins who manage activities outside of Eastern Standard Time - the default time for Thread - find that their holiday flows aren’t quite matching their designs. This update solves this head-on.
Inbox Companion Apps
Installation Improvements
We’ve long heard from Admins that the process of setting up Inbox’s Slack or Teams Companion Apps can be a bit confusing. In this release, we solved a collection of smaller updates that combine to simplify the process for Admins. In this update, the Installation Wizard:
  • No longer displays unnecessary or confusing instructions in the Installation;
  • References up-to-date helper visuals and support documentation links to better match the current installation steps,
  • Supports a new “Do this later” button throughout the installation journey to help Admins defer the process to a later time if needed,
  • Displays a new "see full instructions" step after an Admin grants permissions during the Microsoft Teams installation process to better reflect the required next steps,
  • Includes a "continue installation" breadcrumb in the Admin > Integrations page if the "Do this later" button is selected at any point, and
  • Redirects users to the Admin > Integration page to show a successful installation once the process has been completed.
Update: Agreements in Real-Time
Inbox now updates instantly when a user changes which agreement or contract is tied to a thread from either Inbox or the PSA, making it easy for Inbox users to track their work correctly, avoid conflicting edits, and correctly bill users for the work accomplished.
Update: CoPilot Audit Trails
Actions taken by CoPilot Auto-Prioritization and Auto-Categorization, Thread’s AI assistant, are now logged to the PSA as internal notes. This makes it easier for PSA users to audit when CoPilot adjusts the Priority or Category fields and to better understand the context behind that change.
Bug fixes and smaller improvements
  • Improved Notification Consistency:
    Mentions about teammate assignments sent in the Slack and Teams Inbox companion apps now follow the notification preference set from the Admin > Members page. This ensures more consistent notification logic and better helps Inbox users manage their notification preferences from a single toggle option.
  • Refined Notification Exclusions:
    Inbox Members who are set to “pending” or “deleted” will no longer receive notifications about threads via the Slack and Teams Inbox Companion Apps.
  • Enhanced Display of
    Work Role
    Work Type
    in TimePad:
    TimePad now reliably displays the current
    Work Role
    Work Type
    values associated with a PSA ticket. This update makes it much easier for technicians to submit entries that match the ticket settings instead of the default values for the technician’s user setting in the PSA.
  • Customizable
    no longer automatically expands into the full-height TimePad view when Inbox users respond to a thread. However, this is customizable! You can adjust this setting and automatically open TimePad by default by navigating to Inbox Preferences > General and toggle the setting “Open TimePad when I start the timer” to ON.
  • Prevention of Sidebar Collapse:
    Inbox’s left-side channels sidebar no longer inadvertently collapses out of view when
    expands into view.
  • Agreement improvement:
    Inbox no longer inadvertently removes an agreement from a thread in certain scenarios when a TimePad entry is submitted.
  • Correct Display in Slack and Teams Companion Apps:
    The Slack and Teams Companion Apps for Inbox now reliably display correct, non-empty details within Adaptive Cards details for Autotask PSA users.
  • Functional IT Glue Integration:
    Thread’s IT Glue integration for Autotask PSA Partners now works as expected within Inbox, enabling Inbox users to view configurations for a thread based on content managed within their IT Glue account.
  • Improved CoPilot Auto-Prioritization:
    CoPilot Auto-Prioritization is now less likely to escalate lower-priority threads when they originate from Messenger sources.
  • Bug Fix for Inactive Company Records:
    Users who interact with “inactive” company records in Thread are less likely to encounter an unexpected bug.
  • Consistent Flow Execution:
    Flows that include the PSA > Set Board Action command will now work more consistently and with fewer unexpected fail scenarios for ConnectWise PSA accounts.
  • Improved Contact Configuration Handling:
    Inbox users who remove a contact’s configuration settings are less likely to see a failure error if they attempt to remove it more than once in quick succession.
  • Enhanced CoPilot Product Development:
    CoPilot products have been updated behind the scenes to be easier and faster to build upon, helping us build even more compelling AI products faster.
New: Ignore rules in CoPilot Auto-Pri
ignore prompt
Fueled by strong customer demand, Partners can now ignore preset prompts for CoPilot Auto-Categorization. This makes it easier for Partners to auto-magically prioritize incoming threads without having to perfectly match Thread's standardized definitions.
[A pro tip: We recommend that Partners create a "catch-all" Custom Rule as a way to help avoid overly creative priority scores when an Impact-specific prompt is ignored]
Improved: Change Agreements, Flows with Agreements, and real-time updates
This update includes multiple "fast follow" updates to last week's Agreements release:
  1. Edit the Agreement in Inbox
    : Technicians can now view all agreements associated with a given thread and change it as needed. This comes off the heel of last week's update "read only" Agreements launch and unlocks full edit capabilities for a technician..
  2. Agreements in Flows
    : Admins can now build flows using Agreement or Contract as a field type. This makes it easy to design Channels and create custom logic based on the agreements associated with a thread.
  3. Real-time data
    : Agreements are now updated in real-time right in Inbox! This means you can stay on top of changes, track progress, and manage everything seamlessly without any delay.
Bug Fixes and Minor Updates
  • Improved CoPilot Auto-Categorization:
    CoPilot Auto-Categorization is now far less likely to 'hallucinate' and creatively describe nonexistent "sub-type" and "item" categories for a thread when values for those fields don't exist for a "Type." This makes CoPilot Auto-Categorization far more trustworthy to use, particularly when pressure-testing rules settings via the CoPilot emulator in Admin.
  • Enhanced CoPilot Auto-Prioritization:
    CoPilot Auto-Prioritization is now less likely to escalate issues around broken computers and related topics into a higher-priority P1 issue.
  • TimePad Magic🪄:
    Adding a touch of magic to your day, the TimePad card now expands and collapses with delightful transitions, contributing to Inbox feeling polished and responsive.
  • Improved Composer Action Buttons in Inbox:
    Inbox's Composer action buttons now collapse under a "More" button for users who shrink their browser or are using Inbox from a smaller screen. This improvement makes it easier to write messages from a larger host of devices.
  • Advanced Recognition for Ask CoPilot:
    Ask CoPilot now recognizes system messages, including those from vendors like Auvik, when analyzing a thread's chat history. This improvement makes CoPilot significantly more accurate at understanding conversation context, particularly for alert-style threads.
  • Reliable Execution of Flow Actions:
    Flow Actions now execute more reliably and with fewer "timeout" instances.
  • Expanded Understanding for CoPilot Auto-Prioritization:
    CoPilot Auto-Prioritization now understands branches and warehouses! CoPilot is now less likely to "escalate" threads as a company-wide issue when it relates to branches, warehouses, and other types of "sub-organization" entities.
NEW: View Agreements and Contracts in Inbox 🎉
Since the beginning of Thread, Partners have been vocal about the importance of Agreements. Problem, meet solution.
Inbox users can now view the Agreement or Contract tied to a thread within Inbox! This update makes it easy for techs and Service Managers to design their response and resolution approach to match the service contract with that customer.
To get started, open a thread within Inbox and expand the PSA Actions card in the right sidebar.
This update is available for all PSA Integration partners.
Permissions change required for CW Partners
: ConnectWise users must have the correct permissions in place for their API User to access real-time Agreements details. Follow these instructions to become fully enabled.
Work Roles
Work Types
for Autotask
work role type
Autotask PSA integration Partners can now edit the
Work Role
Work Type
values associated with TimePad time entries, enabling technicians to more accurately log the nature of their service and bill for the value they're creating. This makes it significantly easier for technicians to remain in Inbox and for Service Managers to ensure that time entries require far fewer edits after they've been submitted.
for Autotask PSA users
Autotask PSA integration Partners can now view and edit the location or "site" of a given thread, helping technicians provide faster and more deliberate service for customers whose business operates in multiple locations. This is one of our most requested features from Autotask customers, and it makes sense: Sites help technicians build important context around how they'll "work a thread", particularly when the resolution has a physical element to it (ex: sending a computer, traveling on-site).
Improvement: Smart Time Entries
TimePad's Manual Time Entry Tool is now smarter and faster 🧠💨. Inbox users can now set their total time worked on a thread through a simple editor without setting a start and stop time range. To use, tab or click on the input at the top-left of TimePad, type the estimated time worked, and hit enter - TimePad will handle the rest.
  • Round up in 15-minute blocks
    : Tap the Up Arrow key to round time to the nearest fifteen-minute increment and Down Arrow to round down by fifteen minutes. We know that many techs budget their time in quarter-hour blocks; TimePad better supports this shorthand.
  • Edit in minutes, not in seconds
    : When you type "115", Timepad recognizes that it should mean 1 hour and 15 minutes, not seconds.
Bug Fixes and Minor Updates
  • Enhanced
    My Drafts
    View in Inbox:
    My Drafts
    view in Inbox now correctly displays the Active and Done tabs, enabling Inbox users to filter threads with previously typed composer content by their completion status.
  • Consistent Display of
    After Hours
    Banner in Messenger:
    The After Hours banner in Messenger is now consistently displayed or removed in lockstep with the Admin settings without any time delay.
  • Improved Slash Command Navigation in Inbox:
    Inbox users navigating slash commands via the composer can now select the highlighted option by tapping the
    key. This subtle update brings Thread closer to patterns used in collaboration tools like Slack and Teams.
NEW: Quick TimePad submissions from the collapsed sidebar card
You can now quickly save time entries from the Inbox sidebar without having to open the expanded and full-height TimePad view. This makes it simple to write time entries quickly and move on to the next thread, particularly for techs who don't need to customize fields like "Work Role" or review previously submitted time entries.
This is easily our most requested ask since launching our redesigned Inbox - thank you for the feedback! TimePad is getting smarter and less intrusive 💪.
Improvement: Support for Snippets in TimePad Cards
The collapsed and expanded TimePad cards now support the Snippets action command by typing the
character in the TimePad composer.
Improvement: Sticky Filters
Channel Filter selections in Inbox are now "sticky" and remain applied as you navigate across different channels. Multi-tasking and busy Inbox users, we see you!
This is a great example of a "small ask" with a large degree of demand. Since filter settings would previously reset every time an Inbox user opened up a different channel, we've learned that fast-moving techs and dispatchers would frequently need to slow down and re-apply filters as they navigated across Inbox. This fix aims to help users move as quickly as they'd like.
Bug Fixes and Minor Updates
  • Eliminated Duplicate Initial Inbound Messages:
    Techs viewing a new thread will no longer see a second "clone" of the initial inbound message from the contact displayed in the thread's conversation history.
  • Improved CoPilot Auto-Categorization:
    CoPilot Auto-Categorization is now less likely to "hallucinate" a non-existent "Item" value in the supplementing description copy shared when it assigns a thread to a Type.
  • Streamlined Editing in TimePad:
    Inbox users can now edit the "Work Role" and "Work Type" fields in TimePad without first pausing the timer. Previously, these fields were only available within the expanded TimePad view once the timer was stopped. This improvement eliminates the need for techs to make a "mental reminder" of future edits, speeding up workflows and reducing unnecessary TimePad edits after entries are submitted.
  • Successful Creation of Contacts with Existing Emails:
    Inbox users can now successfully create new contacts from the Contacts page if an email for that record already exists within the PSA. Previously, Thread would incorrectly display an error in this scenario suggesting that the contact existed.
  • PSA Actions Card Alignment for ConnectWise and Autotask Users:
    Subtype for ConnectWise users and Issue Sub-Type for Autotask customers now fit in the PSA Actions card as expected.
  • Improved Interface Hover Experience:
    Inbox users who hover over the members section of a thread from a smaller width screen now experience less "bouncing" of the interface.
  • Reliable Deep-Linking for ConnectWise Automate Integration:
    Partners with Thread's
    ConnectWise Automate
    integration enabled can now reliably deep-link into Automate from the Dynamic Cards sent for that integration within a thread.
  • Prevention of Non-Active Member Logins:
    Non-active members, including those with Pending status, are no longer able to log into Thread. This enhancement reduces accidental logins from MSP teammates who don't have complete PSA permissions.
  • Correct Display of Thread Source for Messenger Contacts:
    Threads created by contacts from Messenger are now less likely to be incorrectly displayed as sourced from email.
Improvement: Contact search by email
Inbox users can now search for contacts directly from the Inbox > Contacts page by entering their email addresses in the search field. Given that email serves as a widely accepted identifier for individuals, the addition of "search by email" support lets techs locate contacts and complete their tasks faster and with fewer sub-tasks.
Bug fixes and minor improvements
  • PSA Actions Card Magic🪄
    : Adding a touch of magic to your day, the PSA Actions card now expands and collapses with delightful transitions, contributing to Inbox feeling polished and responsive.
  • Improved After Hours Banner in Messenger
    : The After Hours banner in Messenger no longer remains displayed for a contact who began viewing Messenger during an After Hours window but is now engaging during normal hours.
  • Link Tool Improvement
    : The Link tool within the composer no longer auto-populates
    in the field. This update reduces the number of times fast-moving techs send a broken link because the URL they pasted in already contained that info. Here at Thread, we frequently shared out the "broken" URL "https://https//" because of this old pattern! Problem, meet solution.
  • Faster
    : Inbox users searching for users via the Mention dropdown menu can now select a highlighted user by tapping the
    key. This is a subtle update that brings Thread closer to patterns used in collaboration tools like Slack and Teams.
  • Autotask Integration Terminology Update
    : Inbox is for Autotask Partners: Inbox users with an Autotask PSA integration now see the term "Queue" used instead of "Boards" and "Issue Type" followed by "Sub-Issue Type" instead of "Type" and "Sub-type." This update aligns Inbox with the terms Autotask Partners are accustomed to and helps Inbox feel even more firmly usable for Autotask PSA Partners.
  • Reliable Syncing of New Partners' Data
    : New Partners' company and contact data from the PSA are now reliably synced with Inbox during the onboarding process.
  • Greater
    support for Slack and Teams
    : Contacts who are mentioned by another member or contact in an existing thread can now reliably view those threads within Slack or Teams.
Load More