new

Magic 2.19

🚀 Contact Intelligence

We’re excited to announce the

General Availability of Contact Intelligence

, a feature that uses

past resolved threads

to build a contact memory. This gives technicians and the triage agent valuable insights for a

more personalized and efficient support experience.

Contact Intelligence captures key details about users - including their

setup, devices, and preferences

- helping your team better understand who they’re supporting.

Where to find it:

In Inbox:
Under the contact card within a thread.
In the Contacts section:
You can filter by contacts or companies that have Contact Intelligence enabled.
In Admin:
A new
Client Access page
is available under the Intelligence menu. From there, you can control which
clients, boards, and sources
build contact intelligence data.
In Ask Magic:
Users can ask questions like “
What do we know about this contact?
” or “
Show me this contact’s setup
”, and Contact Intelligence data will be included in the response.

What you can do:

Edit, delete, or copy
contact intelligence data directly from Inbox.
For partners using the
Triage Agent,
it will
automatically leverage this data
to get richer context and ask more targeted questions.