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.

Now we offer more granular control over which updates get sent from a flow through the companion app to Slack/Teams. You now have the option to choose which updates are sent.

FAQs:

What happens with existing flows?

We've redesigned the navigation to make it easier to find what you need — plus new ways to make it your own.

Inbox → Your Avatar

https://www.loom.com/share/e827a997af2c4a3eb6dd788c8fb3232f

You can now tell clients when your team is unavailable beyond regular business hours. Set your closures once and Thread keeps Messenger, auto-responses, and the Reminder Agent behaving correctly through every holiday, automatically.

Available now in

Help documentation here

Technicians can now place calls directly from Thread Inbox — recorded, transcribed, and dropped into the ticket automatically.

Techs can call from any number — direct line, extension, or personal device — and still display your verified main number to customers.

Check out the help docs here.

: Before making any outbound calls, re-sync your Members and Contacts to have the most accurate contact information.

Watch the demo: https://www.loom.com/share/bb92b1d011f145009d879e7a9a19b6d6