Feature Requests

Ability to Reengage Magic Agent After Disengagement
When Magic Agent disengages due to user inactivity, such as when waiting for answers to troubleshooting questions, it escalates the ticket and stops responding. However, users often reply later intending to continue where they left off, but since the agent has already disengaged, their response is ignored until a technician reviews the ticket. This disrupts the flow and delays resolution. Requested Features: Allow Magic Agent to be manually reengaged by a dispatcher or technician after disengagement. Add a “Reengage Magic Agent” action that can be triggered from the ticket view or dispatcher console. Allow Magic Agent to continue monitoring the ticket for a specific period after escalation and automatically reengage if the user replies before the ticket is assigned. Preserve the context of the original conversation so the agent can resume where it left off. Use Case Examples: A user doesn’t respond in time to troubleshooting questions, and Magic Agent times out and escalates the ticket. An hour later, the user replies with answers. The dispatcher clicks “Reengage Magic Agent,” and the agent continues the conversation. Magic Agent escalates a ticket to triage but continues to monitor the ticket for 30 minutes. The user responds 10 minutes later, and Magic Agent automatically picks up the conversation again. Benefits: Prevents dropped conversations when users respond late. Reduces manual effort by dispatchers and speeds up resolution time. Ensures a more natural, uninterrupted experience for users. Maintains continuity in support conversations, improving satisfaction and efficiency.
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Make Contact Type visible in Thread Inbox
### Summary Add visibility of contact types (VIP, Standard, etc.) directly within the Thread Inbox interface to improve response prioritization and customer service efficiency. ### Current Situation Currently, Thread users must navigate away from the inbox to ConnectWise PSA to identify a contact's type or VIP status. This creates workflow inefficiencies and potential delays in responding to high-priority contacts. ### Proposed Enhancement Display the contact type designation from ConnectWise PSA directly in the Thread Inbox, ideally as: A visual indicator (badge, icon, or color coding) next to the contact name A column in the inbox list view showing contact type A prominent field in the conversation header ### Business Value Improved Response Times : Instantly identify and prioritize VIP contacts without leaving Thread Enhanced Customer Service : Ensure high-value clients receive appropriate attention levels Increased Efficiency : Eliminate context switching between Thread and ConnectWise PSA Better Team Awareness : All team members can immediately recognize contact importance ### Use Cases Support team receives multiple tickets and needs to quickly identify which are from VIP clients New team members handling inbox can appropriately prioritize without memorizing client names During high-volume periods, managers can ensure VIP requests aren't overlooked Automated routing rules could potentially leverage contact type for specialized handling ### Technical Considerations The contact type data already exists in ConnectWise PSA and should be accessible via existing API integration. This would be a display enhancement rather than requiring new data synchronization.
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