Feature Requests

The word “bot” does have some negative connotations, so I’d rather give you the option to either change it or remove it completely.

Some users at client companies do not like receiving extra Teams notifications. We would like to be able to turn off proactive messaging for specific end users or in certain situations.

An installer for the desktop app that automatically signs in users—even if it's a generic login. The goal is to make the process as seamless as possible for dental offices where multiple people use the same machine. Additionally, they’d like Magic Agents to handle the first steps, such as identifying the user and gathering basic issue information (e.g., "Who are you?" and "What’s the issue?"). This would streamline the experience for users without requiring individual login using OTP.

The ability to have a queue for clients waiting on a technician. And an automatic response of estimated time to connect.

Allow sales reps and account managers at an MSP to search for clients and create threads on their behalf in Messenger, with similar permissions to POCs for accessing and managing tickets across all client accounts. The likeliness of them working out of Thread Inbox or ConnectWise Manage is very low, so need to enable them to be able to create threads on behalf of customer contacts.

Enable point of contacts to submit tickets on behalf of others and view all tickets within their organization, with separate options to view their own tickets and all tickets.

Require branding consistency and the ability to customize the Messenger Desktop app name for Windows/Mac.

As a contact, I might accidentally delete an ongoing group chat. If the thread receives any follow-up changes from the technician, I won't be able to see that update from the native chat section.