SuperMagic's knowledge is scoped client to client today. I have no place to store policies and procedures that apply across every client, so anything MSP-wide has no home in Thread.

I'm asking for a global processes, procedures, and documentation section at the MSP level that SuperMagic reads the same way it reads client notes today. One place I maintain our own internal policies, available to SuperMagic on every client and every ticket.

The behavior I want is passive and conversational. A technician asks SuperMagic what their next steps are, and SuperMagic already has our policy in context and answers in the chat. Nothing gets written to the ticket, no agent runs, and nobody has to know a procedure exists in order to find it.

Here's my example. A technician is working a laptop issue and finds the device is out of warranty. They ask SuperMagic what to do next. SuperMagic references our policy and tells them to get approval from the point of contact first, confirm whether the client has spare hardware on hand or needs us to order parts, and then open a ticket on our account management board for the repair or replacement.

Skills don't cover this for me. A Skill requires an agent to run it or requires the technician to know the Skill exists and know when to invoke it. The technicians who need this most are the ones who don't yet know a policy exists, so a manual trigger misses them. Skills ran with an agent also output as an internal note to the ticket. I don't want that. Most of the time the technician already knows what to do, and unrequested notes add entries and noise to every ticket.

One note on scope. We use IT Boost for documentation, so the IT Glue and Hudu integrations don't fill this gap for us. A native section inside Thread would work regardless of which documentation platform an MSP runs.

The value for me is onboarding and escalation consistency. My newer technicians get the right answer at the moment they ask, without pulling in a manager and without cluttering the ticket. SuperMagic acts like an experienced co-worker sitting next to them, and the guidance is only there when someone asks for it.