Workspace and personal writing style rules that Super Magic applies to everything it drafts
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Josh Campbell
Every time a technician asks Super Magic to compose an email, a client update, or a ticket note, the output comes back in whatever voice the model picks that day. We correct the same things on every draft: em dashes we do not use, a closing that is not ours, a tone too casual or too stiff for the contact.
The bigger issue is company voice. A client does not read a reply as coming from one technician, they read it as coming from us. On a ten person desk that means ten different voices reaching the same contact, and Super Magic adds an eleventh. Every MSP already has house standards for how we sound to clients, and they live in an onboarding doc or in a manager's head because there is nowhere in Thread to put them. Put them in the product and they apply on day one for a new hire instead of taking six months of correction to absorb.
The ask: a writing style rule set that Super Magic reads automatically, with no invocation required.
- Workspace level rules set by an admin, so the desk sounds like one company
- Personal rules layered on top for a technician's own voice
- Consistent across every channel Super Magic touches, so email, chat and notes match
- Applies to anything it composes: client replies, internal notes, recaps
- Plain language rules, same format as Magic Agent Custom Rules
- Examples: never use em dashes, close with our standard sign off, keep replies under four sentences, no exclamation points
Skills do not cover this. A skill has to be invoked, and style is not a task. It is a constraint that should apply to every task.
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Josh Campbell
Concrete example from a ticket yesterday. I had Super Magic draft a client reply and it closed with [Your Name] as a placeholder. I assumed that would resolve to my name on send. It did not, and the placeholder went out to the client.
The same draft also used an em dash, which is on the list of characters we never use in client communication.
Both are the same root problem. Super Magic had to guess at a sign off because there is nowhere to tell it what ours is, and it had no way to know our punctuation standards either. A workspace rule defining how every client email ends would have removed the guess and the placeholder with it. A rule on punctuation would have caught the other one.