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:

Outbound Calling now works from the PSA pods!

At launch, Outbound Calling was Inbox-only. Since then it's been one of the most requested follow-ups. Techs can now call a contact straight from the Thread pod inside the PSA ticket!

Click a contact at the top of the pod, then Call. It opens the same call dialog as the Inbox and calls the contact whose card you opened.

Same call flow as the Inbox: Thread rings the tech first, then bridges in the customer, who sees the MSP's verified number. The call is recorded, transcribed and lands in the ticket.

The Timepad timer starts when the call connects and stops when it ends.

Many of you told us Team members needed one place to see all their work. Until now, My Inbox only showed threads you owned. It now shows every thread where you're:

Chat is the front door of your service desk — it's where end users ask and receive help all day. Messenger 4.0 is a top-to-bottom visual refresh that makes every conversation feel faster, clearer, and more alive — with nothing for contacts to relearn.

while Triage Agent works — when the AI is on it, users see it. End users know help is already in motion.

— acknowledge without adding noise. A 👍 closes the loop ("got it", "fixed", "thanks") without another message or another notification. All reactions captured in Inbox with an option to include internal note to your PSA.

Several small touches that make Messenger feel alive and responsive:

Say hello to Experience Level Agreements (XLAs), the evolution of SLAs in Thread. Where a traditional SLA just measures contract compliance after the fact, an XLA answers a different question in real time: is this client's experience on track right now, and does the tech about to pick up this ticket know it?

— set different response and resolution targets by source (Voice, Email, Slack/Teams, Portal) at the same priority level, not one blanket target per priority

— every ticket's XLA timer renders green, yellow, or red by time remaining, so risk is visible without pulling a report

— automatically alert your team in Slack or Microsoft Teams when a ticket's timer drops below a threshold you set, so you get ahead of a breach instead of finding out after

— after-hours tickets stay on the clock instead of silently falling through with no SLA applied

— no PSA-side setup needed

📘 Read the XLA setup guide

Partners in supported international Voice regions can now use Thread Outbound Calling once local number provisioning and carrier approval are complete.

Our current regional setup supports the United Kingdom, Netherlands, Australia, New Zealand, United States, and Canada. Availability remains subject to workspace eligibility, regulatory approval, and local number inventory.

Contact your Thread representative to confirm whether your country and workspace are eligible and to begin number provisioning.

You can now tune how each Outbound Voice Agent delivers its auto-play consent message, using the same per-agent speech controls available for inbound agents.

Open an Outbound Agent and expand .

Existing agents retain their current defaults—1.3x speed and 1.0x volume—until changed.

These controls affect the customer-facing consent message only. Technician-facing status prompts are unchanged. Live phone volume may also vary slightly because carriers can normalize audio.

We’re beginning a limited rollout of an improvement to Voice AI contact mapping.

When Voice AI can confidently identify a caller’s company but cannot identify the individual, it can now retain that company context by using the company’s primary or default PSA contact.

This does not verify or authenticate the caller. When the individual cannot be identified, the caller remains unverified and the default contact should be treated as company context—not as confirmation of who called.

This capability is currently under a feature flag. We’re enabling it partner by partner while monitoring match quality and operational metrics.

To confirm whether it is enabled for your workspace, contact your Thread representative so they can check with the Voice team.

Sometimes a 👍 says it all. When a contact reacts to a technician's message in Microsoft Teams instead of typing a reply, that reaction now flows back into Inbox — so acknowledgments are never missed and threads reflect the full conversation.

Reactions in Teams Group Chats sync to Inbox. When a contact adds an emoji reaction to a technician's message in a Teams Group Chat, it appears on the corresponding message in Inbox.

Inbox shows the reaction and who added it. If the technician has already left the thread, new reactions trigger a notification and display like a new contact message — so nothing slips through.

By default, an internal note is created whenever a reaction is added or removed. Prefer to keep reactions out of your PSA? You can turn this off in settings.

When PSA sync is enabled, reactions are logged as internal notes on the ticket — giving you a complete record of the conversation, reactions included.

Previously only the primary assigned member would receive a notification through the companion app.

This is now GA in Production.

Note: Member must have Companion App notifications set to 'All' in Admin.