Magic 2.4

This release brings two new integration paths and a proactive drafting feature to Ask Magic. They ship together but each works on its own. Pick the ones that fit your shop, skip the ones that don't.

Connect your Hudu workspace and Ask Magic instantly references your articles in real time, no syncing, no waiting. Up to 5 relevant articles surfaced per question (configurable up to 10), full content available to the AI, not just titles. Smart fallback search retries with different phrasings so you don't lose results to a wording mismatch. Results are scoped to the client on the thread.

Connect your IT Glue account once and Thread keeps your library aligned every night, fully automatic, no manual touch needed. Incremental sync touches only what changed.

Need an immediate refresh after publishing something? Hit Sync now on the Document Sync tab.

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When a technician opens an eligible ticket, Ask Magic now drafts a suggested resolution in the background. Context, troubleshooting steps, and relevant KB articles, all queued up before they type a thing.

The draft is internal-only, so customers never see it. Pulls from your Knowledge Base, past related tickets, and any connected documentation (IT Glue or Hudu, if enabled).

You can now prevent the Triage Agent from sending any follow-up message when a thread goes inactive, including the well-known "just checking in" and any custom timeout message you've configured.

Teams that want the agent to monitor silently and leave all outreach to their technicians.

⚙️ Default: off. Existing workspaces keep their current timeout messaging behavior until they opt in.