Know who's on the other end before you act. Thread Verify lets your techs confirm an end user's identity before handling sensitive requests like password resets, right from the Inbox.

Thread Verify is included in AI Essentials and AI Pro at no extra cost. Learn more in the help doc.

NEW FEATURE: Global Search

Find anything in Thread without leaving where you are

Search now lives in the header. Press ⌘K (Mac) or Ctrl+K (Windows), or click Search, from any page, even while typing a reply.

What you get:

One search, separate tabs. Tickets, Magic chats, Contacts, and Clients (or Configurations on workspaces without the Clients page). It opens on the tab that matches the page you’re on.

Scope to what’s on screen. When you’re in a view or channel, switch between All tickets and that view. In a view you can search by title, name, or client.

Contacts by client. Narrow the Contacts tab to one client, or search all of them.

Recent tickets. Tickets you’ve opened from search show up again when the field is empty.

Keyboard first. ↑ ↓ to select, Enter to open, Esc to close.

📘Guide

NEW FEATURE: Access Groups

Assign clients to members in bulk

Access Groups are named lists of clients. Build a group once, assign it to the people who need it, and update it in one place when your client list changes.

What you get:

Go to Admin → Members → Access Groups to create, rename, and delete groups. Each group has a Clients tab and a Members tab.

Mix groups and individual picks. On a member’s Client Access card, choose All clients or Only specific clients, then combine groups with individually chosen clients. Clients that come from a group show as locked and name the group that granted them.

Admins keep full access. Admins always have access to all clients.

Guardrails before you save. A restricted member can reach up to 1,000 clients. Thread checks this before you save and blocks changes that would go over.

📘 Read the member client access guide

NEW FEATURE: Sort 5 Columns

Click a column header. Your list re-orders.

In List mode you can now sort by Priority, Status, Client, Created, or Updated straight from the column header, with an arrow showing the active sort.

What you get:

Sorts that match how you triage. Priority puts the most urgent first, Status follows your workflow order, and Client runs A to Z.

Click to cycle. One click sorts, a second reverses, and a third returns to the view’s default.

Set Grouping to None, for best results

Your sort stays yours. Column sorts are a personal preference and don’t change the shared view for your teammates.

Try it today!!

We’ve added three updates to Voice On-Call. Together they give you more control over when technicians get paged and how they stop paging automatically once the issue is handled.

On-call should mean your team gets paged when it matters and not after the problem is already solved. These updates help cut down on redundant calls and let you shape escalations around how your team actually works.

When Voice AI hands a call off to a technician, the message they hear first is now shorter and customizable.

A tighter default. We rewrote the handoff message from the ground up. Technicians now get the essentials (who’s calling, which company, and what the issue is) without a long preamble. That means less time listening and more time helping.

Make it yours. You can now customize the handoff message to match how your team works. Lead with the ticket number, add the priority, or adjust the wording to fit your team’s style.

Go to [Voice settings →Attendant →Technician briefing toggle ON] to edit your message. If you don’t change anything, the new, shorter default is applied automatically.

You let us know that the old handoff was long and not everything was relevant to your team. The new default gets technicians up to speed faster, and customization lets each team decide what matters most in those first few seconds.

You can now page your on call technicians using Voice On-Call in Flows! Voice On-Call uses flows so you can set what ticket parameters triggers page your on-call technicians by phone. Voice On-Call calls your technicians and keeps calling down your list until someone accepts. No answering service, no separate paging tool, and every attempt is logged on the ticket.

After-hours coverage usually means paying for two things: an answering service to take the call, and a paging tool to wake someone up. Voice On-Call does the paging inside Thread, triggered by the same Flows you already use. One less vendor, one less handoff, and your tech gets the call with the ticket already in Thread.

Paging stops when a tech accepts, someone ends it from the Inbox, or the Flow is turned off.

Common setups: a single ring group number (if your phone system already handles schedules), a cascade that repeats the last person, a cascade that restarts from the top, or a cascade that ends at your call center.

Voice On-Call is available to all Voice AI customers. To get started you will need an Outbound Agent set up. Set it up in a few minutes with the Voice On-Call setup guide.

A big thank you to our beta partners. Your feedback shaped every change on this list.

XLA triggers in Flows now support the full set of flow filters and actions. Anything you can do in a flow triggered by a ticket being created or updated, you can now do when “A Thread XLA is running out of time” fires.

To try it, create a flow and choose the XLA trigger under When. Then add filters and actions the same way you would for any other flow.

If you haven't setup your XLAs yet, below is the full guide.

You can now trigger Flows and dispatch at specific moments in a Voice AI call, including after the call ends and the recap is on the ticket.

Until now, the only voice-related option was “first chat reply or Voice call answer,” so there was no way to run automation once a call had wrapped up. Many of you asked for this, and we’ve rebuilt the Status automation page to support it.

A new handling type for IVR menu options under Attendant → IVR Menu -> Transfer using options.

What it does: The caller selects the menu option and goes straight to the configured destination. There’s no AI greeting and no triage. A ticket is still created, and the call is still recorded and transcribed, with both attached to the ticket.

Why we built it: Before this, partners who didn’t want the AI speaking on certain lines had to choose Transfer Only, which meant those calls never showed up in Thread. "Record and transcribe" gives partners a direct transfer without losing the ticket, recording or transcript, essentially Minimal AI mode.

Best for: Emergency lines, executive direct lines, and any line where callers expect to reach a person right away but you still need a record for documentation, SLA tracking and follow-up.

Settings: Minimal AI Transfer inherits the Attendant’s existing Overflow, call timeout and technician briefing settings, the same way Advanced AI Transfer does.

Transfer options are now: