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Changelog

Follow up on the latest improvements and updates.

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new

Inbox 2.9

Redesigned Admin page
The Admin page is redesigned to add structure, organize key product areas, and make setup easier to navigate. This new layout aligns more closely with the onboarding guidance our Success team provides—making it easier for Partners to get up and running faster and with fewer touchpoints.

new

Inbox 2.8

Insights: Smarter, more intuitive chart interactions
Users can now more easily explore and filter chart data—particularly in dense or complex views.
  • Hover & click anywhere on the chart
    : Users can hover or click anywhere on the chart area within Insights to interact with a bar, with a gray highlight showing which one is selected—even in dense charts.
  • Clearer, more helpful tooltips
    : Tooltips now show the full value of each bar, making it easier to see filter details and make confident decisions before clicking.
Mark all threads as 'read' in Views
Users can now mark all unread threads in a view as read—helping cut down on notification overload for threads that no longer need attention. [watch here]
Bug Fixes
  • Views filters now feature refreshed icons that match the filter being applied—making it faster and easier to scan and understand your filter setup at a glance.
  • Non-Admin users can no longer delete views they didn’t create.
  • Non-Admins who create a view by cloning an existing one can now fully manage it: edit in Edit Mode, add members, and update settings as expected.

new

Magic

Magic 2.3

🔄 Cancel Approvals via Slash Command: More Control in Chat 💬
Members can now
cancel approvals directly from chat
in
Inbox
, using a slash command—ideal when a request becomes irrelevant or an approver is unavailable. It’s a small shortcut with big impact on speed and flexibility.
What’s New?
  • 💬 Cancel active or pending approvals from
    Inbox
    with
    /approval cancel
  • 🚫 Prevents unnecessary follow-ups when a request is no longer needed
  • ⚡ Streamlines workflows by skipping manual intervention
📍 Where to Find It?
  • In any chat in
    Inbox
    where an
    approval is active
    , use the slash command to cancel instantly
.
🛠️ Approval Status Mapping: More Flexible Inbox Workflows 🎛️
Admins can now map approval statuses in workspace preferences to better align with their boards and flows. This gives more customization across teams and clients.
What’s New?
  • 🎯 Map approval-related statuses directly in Inbox settings
  • 🧩 Align approvals with your board’s status language
  • ⚙️ Works across multiple boards and workspace preferences
📍 Where to Find It?
  • Inbox
    →
    Preferences
    →
    Workspace Settings
    →
    Status Mapping
.
📊 Intent Usage Count: Know What’s Working ✅
You can now see
how often each Magic Agent intent is used in Thread
. The new “
Used
” column gives visibility into what’s driving automation across your PSA—perfect for optimization.
What’s New?
  • 📈 New “Used” column added to Magic Agents table
  • 📊 Helps prioritize and optimize top-performing automations
📍 Where to Find It?
  • Go to
    Admin
    →
    Magic AI
    →
    Agent Tab
    → Check the “
    Used
    ” column in the table

new

Inbox

Inbox 2.7

New and improved for
Views
and
Insights
  • 📈
    Layer & retain filters in Insights
    : Clicking on an Insights chart now applies a Personal Filter, letting you stack multiple filters at once for deeper analysis using Insights or Views filters. Insights-applied filters also stay in place as you navigate to other views—so you can move across Inbox without losing your selections.
  • 🎫
    Filter by Ticket Category in Autotask
    : Autotask workspace users can now refine results with a Ticket Category filter for faster, more precise views.
  • 🌍
    Create Date filter respects timezones
    : The Create Date filter now matches your workspace’s timezone instead of defaulting to EST—making it easier for global MSPs, especially in APAC, to work in local time.
  • Clear & Save Buttons behave as expected
    : The Clear and Save as… buttons disappear correctly when all personal filters and display settings are removed—making it easier to trust that your filters are set just right.
  • Consistent Filtering from Insights charts
    : Clicking on Insights bar charts now always adds or removes the selected value as a filter, even after navigating away and returning. Previously, filters wouldn’t be removed if they were added and removed via Insights after switching views.
Other improvements
  • Inbox users can now update the configuration field while viewing a thread or directly from the Contacts page. The dropdown input is now easily accessible—no more hidden menus behind the sidebar

new

Messenger

Messenger 3.5

Microsoft Teams improvements
  • 💬
    Auto-Clearing MSFT Teams group chats
    : Group chats created in Microsoft Teams will now automatically be cleared from a contact's Chat tab in Microsoft Teams 24 hours after the thread is closed—keeping customers' workspace clean and clutter-free.

new

fixed

Inbox

Inbox 2.6

New from Views: Easier Insights filtering
  • 📊
    Filter Insights from the table
    : Insights users can now filter graphs by clicking any table row, making it easier to dive into key data points. Plus, table rows highlight when hovering over chart values, helping users track data more clearly, especially in graphs with many charts.
Fixes
  • Accurate thread counts in Views
    : The number of threads displayed next to each View now consistently matches the actual thread count inside the View. If Display Status is set to All or Done, closed threads are included—making it easier to track real-time counts.

new

Magic

Magic 2.2

📝 Custom Recap Templates: One Feature, Endless Possibilities ✨
Admins can now fully customize how Magic AI generates recaps—unlocking a wide range of use cases beyond basic summaries. Whether you're improving technician handoffs, requesting approvals, or following up with contacts, this feature helps you create clear, consistent communication at scale.
It’s a simple tool with powerful impact—tailored to how your team works.
What’s New?
  • 🛠️ Create and manage recap templates in Admin
  • 🔁 Choose between internal (team-facing) or external (contact-facing) sharing
  • ✏️ Customize the content and structure of each recap
  • ⭐ Set a default template for consistency across threads
  • ✅ Optionally mark threads as resolved when recaps are triggered
  • 💬 Trigger recaps from the Inbox and flows with a template selection dropdown
📍 Where to Find It?
  • Go to
    Admin
    →
    Magic AI
    →
    Recap Tab
    to manage templates and settings
  • Use the "
    Recap
    "
    button
    directly from
    Inbox
    →
    Actions
    →
    Magic
    →
    Generate Recap Template
  • You can also add it to a specific
    Flow
    !

new

Magic

Magic 2.1

Magic Agent Emulator Update: PSA-Based Client Switching! 🚀
Admins can now
toggle between different clients, contact types, and company types
in the
Magic Agent emulator
, based on their
PSA configuration
. This feature allows for
more accurate intent testing
, ensuring that outcomes reflect real-world client variations.
What’s New?
  • Switch Clients, Contact Types, and Company Types
    within the emulator
  • Real-time updates
    —no need to reload the emulator
  • PSA-Specific Display Logic
📍 Where to Find It?
  • Go to
    Admin
    →
    Magic AI
    →
    Agent Tab
    and
    start testing!
.
Separated Chat & Email Timeouts: Improved Response Handling ⏳ 🤖 ➡️ 👨‍🔧
Admins can now
set separate timeout durations for chat and email responses
in
Magic Agent
. If a contact doesn’t respond within the specified time, the request will automatically
handoff to a technician
, ensuring timely follow-ups.
What’s New?
  • Independent timeout settings for chat and email
  • Automatic technician handoff if no response is received
  • Better handling of email delays, allowing more time for replies
📍 Where to Find It?
  • Go to
    Admin
    →
    Magic AI
    →
    Agent Tab
    →
    Settings Tab
    and
    set the timeout duration.

new

Inbox

Inbox 2.5

New for
Views
🎯
More powerful Status filtering
: The Status filter now supports "
contains
" and "
does not contain
" operators, making it easier to filter threads across multiple boards with shared keywords (e.g., “new,” “waiting on”). This is especially helpful for XL Partners managing many boards.
🚀
More discoverable Views Insights
: Views Insights are now easier to find within Inbox, helping more Inbox users access and leverage real-time analytics.
👀
No more hidden content
: All Views content remains visible when the Insights panel is open in both Inbox and List layouts.
Improvements to
Views
  • Status filter sorting
    : Status values now align with PSA sequencing, with active-related statuses at the top and closed-related ones at the bottom for quicker access.
  • Timezone-aware timestamps
    : The Updated At and Created At fields now display in the Inbox user’s local timezone instead of defaulting to EST, eliminating the need for manual time conversions.
  • Cleaner filter menus
    : Personal (“local”) filters no longer appear when creating a new view from an existing one via Save > “Create new view”, keeping things organized.
  • Chronological Create Date Insights
    : The Create Date slice now correctly displays dates in order, making timeline analysis easier.
  • Filters carry over in new views
    : When saving a new view via Save > Create New View, the original filters and Personal Filters now appear as expected in View Mode.
General updates
  • 🌍
    Time zone controls for Inbox
    : Admins can now set a default time zone for their workspace, laying the groundwork for future updates that will align date-dependent tools like Create Date filters, Planner settings, and audit logs to match an organization’s time zone—especially useful for APAC MSPs. (Note: No features are tied to this setting yet, but future updates will connect them!)

new

Messenger

Messenger 3.4

More control over customer-accessible tickets
: Partners with
Show all tickets in Chat (formerly Proactive Messages)
enabled for end customer Service apps can now exclude tickets by PSA source, just like with boards. This gives Partners greater control over which tickets appear in chat—especially for noisy alerts or billing-related tickets linked to an end contact.
  • Customize exclusions at both workspace and customer levels, just like other Messenger settings
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