Feature Requests

Currently, in the chat window, pressing Enter sends the message immediately, regardless of whether Shift is held. This behavior does not allow users to format responses properly, especially when answering multiple questions from the chatbot. If a user begins typing a response and accidentally presses Enter before completing all answers, the chatbot processes an incomplete message, disrupting the flow of conversation. Requested Feature: • Modify the chat input behavior so that pressing Shift + Enter inserts a new line instead of sending the message. • Ensure that Enter alone continues to send the message as it currently does. • If this chat function is expected to be used within Microsoft Teams, it should follow Teams' behavior, where Shift + Enter creates a new line and there is an option for “Show Formatting Options.” Use Case Example: • The chatbot asks multiple clarifying questions in a single response. • The user wants to separate their answers for clarity (e.g., listing responses in separate lines). • With the current behavior, pressing Enter prematurely submits the message, leading to incomplete answers. • Implementing Shift + Enter for line breaks would allow users to format responses properly without disrupting the conversation flow. This feature would improve usability, particularly for business users who expect Teams-like behavior in chat interfaces.

We get emails that often come in from users that route to catchall if we don't have a clear contact record in our system. We would like Magic AI to route these tickets to the correct company automatically.

We would like to be able to change the status when a Flow runs.

We have dispatchers assign threads to techs in Inbox. Our techs want to get notified when they are assigned to a thread so they can start working on it. We want our techs to be working out of Inbox when handling threads but right now our techs dont get notified when they are assigned to a thread as the owner and it moves to My Inbox. We would like to receive a push notification in Inbox when a Thread is assigned.

End users are confused about the OTP emails as the entire solution is white labeled to our brand, but the email comes from thread.

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.

When our customers use the chat tab to send a reply, it sometimes creates a new ticket when they really mean to update an existing ticket. We would like the app to ask the customer which thread they'd like to update (if they have threads active) or to create a new thread.

It would be amazing if there was a filter for when a thread has been scheduled or not scheduled. Also, be able to see which tickets are scheduled for today, tomorrow, this month, etc., so we can build out views accordingly.

Updated Date is already exposed within the View list display option, but need it as a filter as well.

I would like the Flows feature to support a more flowchart-style logic structure, including the addition of IF functions alongside the existing AND/OR options. Currently, when a ticket is entered, I can apply one filter, but I am unable to create conditional branches where different actions occur IF specific conditions are met. This limitation forces me to create multiple separate Flows and additional statuses within ConnectWise Manage, making it more complex to maintain. Requested Enhancements: Flowchart-Style Visualization – Allow users to create branching logic visually, similar to a decision tree. IF Conditional Logic – Enable multiple conditional filters within a single flow, so actions can be triggered dynamically based on different conditions. Nested Conditions – Support for multiple layers of conditions (e.g., "If A happens, then do X, otherwise check if B happens and do Y"). Simplified Management – Reduce the need to create multiple Flows and new statuses by allowing all conditions and actions to be handled within one Flow. This would make it significantly easier to update and maintain if changes are needed.