Magic LibraryStandard release
Q4 2026
Improved
Improved
- Search, filter and sort call logs: On the Voice AI Call logs tab in Admin, search finds calls by phone number, contact, client or ticket number. You can filter by date range, client, contact, board, agent, agent type and feedback score, and sort any column in either direction. When you open a call and go back, you return to the same page with your search, filters, sort and page size kept.
New
New
- Wait before calling: Set Wait before calling on the Call On-Call Technician action in your Flow, up to 60 minutes, to give tickets that resolve on their own, such as an RMM alert that clears, time to close before Voice On-Call pages anyone. The wait defaults to zero, so existing Flows don’t change until you set it. Learn more about calling an on-call technician from a Flow. Applies to Voice AI workspaces using Voice On-Call.
- End an on-call page from Agent Builder: End On-Call Escalation is now a tool in Agent Builder. An agent can stop a running Voice On-Call page on a ticket, for example once it confirms the issue is resolved or handed off. Build this in a separate Flow from the one that starts the page. If nothing is running, the agent tells you why. Applies to Voice AI workspaces using Voice On-Call.
New
New
- Custom technician briefing: You can now choose what a technician hears before Attendant connects a warm transfer. In your Attendant settings under Call handoff, turn on Technician briefing and edit Message technician hears, up to 500 characters. Use Insert variable to add details such as the company, contact name, issue description, priority or ticket number, or select Reset to default. The briefing works in Minimal and Advanced AI modes. It isn’t translated, so write it in the language you want spoken. Attendant still asks the technician for their name to assign the ticket. Learn more about technician handoff. Applies to Voice AI workspaces using Attendant transfers.
NewImprovedFixed
New
- Delete unused inbound agents: You can now delete an inbound Voice agent from its agent card or its settings page if it has no phone number and has never taken a call. Agents with a number or call history can’t be deleted.
- Overflow for callers about an existing ticket: When a transfer to a technician fails and your Attendant uses Overflow when no one is available, callers about an existing ticket now go to Overflow too, not only callers with a new issue. Overflow adds what they say as a note on that ticket instead of creating a new one. Applies to Voice AI workspaces using Attendant with Overflow.
- Confirm the technician before assigning: When a technician answers a transferred call, Attendant asks for their full name, reads the match back and assigns the ticket only after the technician confirms. If the technician says no, doesn’t answer or isn’t matched, the ticket stays unassigned and the call still connects. Applies to Voice AI workspaces using Attendant transfers.
- Shorter silence after callers describe their issue: Overflow now tells callers it’s creating their request as soon as they finish describing the issue, in the agent’s language. Before, callers could wait in silence while the ticket was created.
- Hear when a transfer connects: Fixed an issue where, after a warm transfer connected, neither the caller nor the technician was told, so both could wait in silence. Both now hear “You’re now connected” in your agent’s language, including on Minimal AI transfers.
- Leave a message after a failed transfer: Fixed an issue where, after a failed transfer, Overflow asked the caller for more details and then hung up without waiting if it had nothing left to ask. Overflow now asks if there’s anything else your team should know and adds the answer to the ticket. Applies to Voice AI workspaces using Attendant with Overflow.
- Say an IVR menu option: Fixed an issue where a caller who said their menu choice, instead of pressing a key, heard “connecting you” but was never transferred. Callers can say the option’s name or number, and Attendant transfers them as if they had pressed the key. Applies to Voice AI workspaces using Attendant IVR menus.
- No silence when a transfer drops: Fixed an issue where, if the technician’s line hung up before anyone accepted a transferred call, the caller could wait in silence until the transfer timeout ran out. Overflow now picks up the call right away. Applies to Voice AI workspaces using Attendant with Overflow.
NewImproved
New
- Voice On-Call is generally available: Voice On-Call is now available to all Voice AI workspaces. Add the Flow action to page your on-call phone tree by phone until a technician presses the accept key. You need an outbound agent with a verified caller ID number.
- Switch an on-call number off: In Voice On-Call, each number in the call tree has an Active switch. Turn it off to skip that number without removing it, for example during a short absence. If every number is off, the Flow calls no one.
- Status when no one answers: Voice On-Call can change the ticket’s status when calling ends without anyone accepting the page, alongside the existing status change when a technician accepts. Leave it empty to keep the current status.
- On-call pages move on sooner: When a number in your call tree has used all of its attempts, Voice On-Call now calls the next number without waiting the full retry interval. The retry interval still paces repeat calls to the same number and a restart from the top of the tree.
- Faster on-call retries: The shortest retry interval in Voice On-Call is now 2 minutes, down from 5. New Flows still default to 5 minutes.
NewImproved
New
- Voice AI status automations: The Status automation page in Admin now lists your boards with search, and each board has its own page grouped into sections. A new Voice AI section can set a ticket’s status at seven points: when Attendant or Overflow answers, when a technician answers a transferred call, when an outbound call starts, and when an Attendant, Overflow or technician call ends. “Ends” statuses apply once the call recap is on the ticket, so a Flow triggered by them can use it. Attendant and Overflow statuses only change tickets created during the call, and a voice status never reopens a closed ticket. Learn more about Status Automations.
- Magic AI reads the call recap: Magic AI features that run after a Voice call, such as generating a title, categorizing, prioritizing and Super Magic, can now use the call recap. The recap stays an internal note, and customer-facing recaps still leave it out. Recaps from calls before this change aren’t included.
NewFixed
New
- Record and transcribe only menu option: IVR menu options in Attendant have a new handling type, Record and transcribe only. Callers who pick it go straight to the destination number without talking to the AI, and Thread still creates a ticket, records the call and transcribes it. The option uses your Attendant’s existing Overflow, call timeout and technician briefing settings. Existing options are relabeled AI triage and transfer, Transfer to Overflow and Transfer only (no AI or ticket); their behavior is unchanged. Learn more about Attendant modes. Applies to Voice AI workspaces using Attendant IVR menus.
- Complete records for transferred calls: Fixed an issue where, after Attendant transferred a call to a technician, the technician’s side of the conversation could be missing from the transcript and no call summary was added.
New
New
- Outbound calls from the PSA pod: Technicians can now place outbound calls from the Thread pod inside a PSA ticket. Select a contact at the top of the pod, then Call. The call works the same way as in Thread Inbox: it is recorded, transcribed and added to the ticket, and the TimePad timer runs while the call is connected. Your workspace needs an active Outbound agent with a verified caller ID number.
Fixed
Fixed
- Responses stay on topic: Fixed an issue where your Voice agent could occasionally reply to something the caller never said, either in the greeting or partway through a call.
Q3 2026
Fixed
Fixed
- Greetings stay on script: Fixed an issue where Attendant or Overflow could occasionally open a call by answering a question nobody asked. The agent now greets the caller and waits for them to speak.
New
New
- Company name on calls: Your Voice agent can use a different company name from your Thread workspace. Set it under General settings → Agent and company name, or leave it blank to keep using your workspace name.
Fixed
Fixed
- Overflow questions: Overflow now asks your custom question, such as a callback number, even when it already has the caller’s phone number.
Fixed
Fixed
- Call notifications: Voice call notifications no longer go to inactive admins.
Improved
Improved
- Contact lookup: Attendant now asks for a caller’s last name before searching contacts, avoiding a match based on first name alone.
FixedBeta
Fixed
- On-call ticket status (Beta): In Voice On-Call, statuses are now grouped by board so accepting a page does not inadvertently move the ticket to another board. Applies to workspaces enabled for Voice On-Call beta.
ImprovedFixedBeta
Improved
- On-call page failures (Beta): Failed pages now record whether the line was busy, the call was declined, or the network blocked it, making the failure easier to investigate. Applies to workspaces enabled for Voice On-Call beta.
- On-call prompt playback (Beta): On-call page prompts now play when a technician answers, instead of sometimes leaving silence. Applies to workspaces enabled for Voice On-Call beta.
- Transcript completeness: A caller’s final words are now included more consistently when they hang up while speaking.
- Contact assignment history: A rejected caller match no longer appears as a confirmed contact assignment in the conversation history.
- Technician escalation: When a caller asks for a person, Attendant now completes the transfer after collecting any required name, company, or issue details.
ImprovedFixed
Improved
- Voice quality: Inbound and outbound agents now use an updated voice model for more natural-sounding speech.
- Hold during handoff: After a handoff to a technician, a caller placed on hold is no longer disconnected by the agent’s “are you still there?” check.
ImprovedFixed
Improved
- Inbound transcript: Voice tickets now include what was said before ticket creation, with transcript lines in spoken order.
- Private call notes: AI-captured call content now posts as an internal Magic Voice note rather than a customer-facing first note, avoiding an email with the raw call summary. Technicians can still see it in Thread and the PSA.
- Call handoffs: Caller and technician roles are now distinguished during handoff, and calls can finish wrapping up when a caller hangs up mid-transfer.
Improved
Improved
- Silent callers: Attendant now checks whether a caller is still on the line before promising a transfer. The same check applies if the call moves to Overflow.
- Existing-ticket privacy: Attendant no longer checks existing tickets while an unverified caller is leaving for a human transfer, consistent with Voice Shield.
Improved
Improved
- Supported countries: Outbound Calling setup now only offers countries that Voice AI actually supports, and blocks number creation if an unsupported country is chosen, so you can’t get stuck configuring a number Voice can’t dial.
Improved
Improved
- Default contact: Attendant can use a company’s default contact when a caller cannot be identified. Configure it per company in Voice settings.
NewFixed
New
- International outbound calling: Outbound Calling is available in supported international Voice workspaces once number provisioning and local carrier requirements are complete. Contact the Voice team to confirm availability for your country and workspace. Applies to supported and provisioned international Voice AI workspaces.
- Consent-message controls: If you use Outbound Calling, you can adjust the speed and volume of each agent’s consent message. Existing settings stay unchanged until you move a slider.
- Caller confirmation: Fixed a crash when identity details were confirmed out of order during an Overflow call.
ImprovedFixed
Improved
- Default contact: Attendant now resolves the company’s configured default contact before creating a ticket when the caller cannot be identified.
- Keypad menu: Attendant menus now recover after an incorrect keypress, rather than leaving callers in silence.
NewImprovedFixed
New
- Contact matching: Contact Mapping now handles differently formatted phone numbers and can include Microsoft 365 contact numbers when syncing is enabled. Inbox labels numbers sourced from Microsoft 365.
- Ticket creation: Ticket creation now returns a clearer error when a configured board or service source is invalid.
- Long call-feedback notes: Longer feedback notes can now be saved without an error.
Q2 2026
Fixed
Fixed
- International recordings: Recordings from Australia, Canada, and Ireland now load in Admin.
- Outbound preferences: Inbox now saves outbound-calling preferences when you choose Save and displays international numbers consistently.
ImprovedFixed
Improved
- Outbound Calling availability: Voice settings now hide Outbound Calling where it is not available to your workspace.
- Contact phone number on tickets: Fixed a case where a contact’s phone number could appear on the wrong ticket.
- Contact actions: The contact Actions bar stays visible when click-to-call is enabled.
NewImprovedBeta
New
- Voice Shield: Voice Shield lets verified callers ask about or update a referenced existing ticket. If a caller is not verified, the request is captured without sharing ticket details.
- End inbound calls from Inbox: Technicians can end an in-progress inbound call directly from Inbox.
- End outbound calls from Inbox (Beta): Technicians in enabled beta workspaces can end an active outbound call directly from Inbox. Applies to enabled outbound-calling beta workspaces.
- Contact card calling: A call button on the contact card provides a quicker route to outbound dialing.
- Call timeline: Call start and end times now appear in the message timeline.
ImprovedFixed
Improved
- Phone number countries: Voice-enabled phone numbers now display a country flag for easier identification.
- Contact matching: Attendant now matches callers to contacts more consistently.
- Ticket-update protection: Attendant now requires caller verification before updating a ticket.
- Call transfers: Fixed cases where a merged call could remain stuck mid-transfer or a caller’s line would not disconnect.
- Outbound call recaps: Recaps now wait until an outbound call has finished.
ImprovedFixed
Improved
- PSA transcripts: Voice call transcripts are now attached to the PSA ticket as a downloadable file.
- Calling extensions: Outbound calls to extensions now pass keypad tones and pauses through correctly.
- International numbers: Fixed a number-allocation issue that could prevent international calls from being set up.
- Call log events: Call-end events now appear more consistently in the voice call log.
- Transcript warnings: Removed a warning that could incorrectly appear on call transcripts.
New
New
- Farewell message: You can now set a custom farewell message for your voice agent, applied consistently across Attendant, Overflow, and call handoffs.
NewImprovedFixed
New
- Speech controls: Adjust your agent’s speed and volume, with a live preview before saving. Speed ranges from 0.6× to 1.5×.
- Technician introductions: Call handoffs now share the receiving operator’s name after the transfer completes, instead of before.
- Outbound preferences: Saved outbound-calling preferences now remain in place when settings reload.
- Outbound Caller ID: Fixed a case where outbound calls displayed the wrong caller ID.
ImprovedFixed
Improved
- Escalation requests: Voice agents now recognize common requests for a person even when you have not configured specific escalation words.
- Overflow contact mapping: Overflow now has its own contact-mapping settings instead of inheriting them from Attendant, so overflow calls can route independently.
- Call audio: The waiting sound now stops after a warm merge or cold transfer.
Fixed
Fixed
- Inbox transcripts: Call transcripts can now be opened from Inbox’s list view.
- Escalation triggers: Calls no longer escalate when the configured trigger phrase was not matched.
ImprovedFixed
Improved
- Voice settings: Cleaned up copy, layout, and styling on the Voice settings pages.
- Overflow conversation: Overflow no longer repeats information already captured earlier in a call.
- Call audio: Fixed excessive beeping during calls.
- After-hours setup: The After-Hours configuration screen now opens instead of failing with an error.
ImprovedFixed
Improved
- Handoff responses: Voice agents are less likely to give unsupported information while handing a caller to a technician.
- Caller notes: Caller notes now appear in the Thread conversation when a caller has not been verified.
Fixed
Fixed
- Call continuity: Fixed a case where a voice agent could hang up mid-call during onboarding.
Q1 2026
NewFixed
New
- Custom hold music: Upload hold music for each voice agent in MP3, WAV, or OGG format, up to 10 MB.
- Attendant greeting: Fixed unwanted spoken feedback immediately after Attendant accepted a call.
- Agent farewell: The agent’s closing words now finish before the call recap starts.
NewImprovedFixed
New
- Technician briefing: Use the Technician Briefing setting to skip the caller-name and issue briefing before a transfer. Existing behaviour stays on by default.
- Contact mapping alerts: The Voice dashboard now shows why contact mapping may not have succeeded, including unregistered numbers, low-confidence matches, inactive contacts, and sync issues.
- Contact matching: Contact matching is more reliable when Voice evaluates a caller’s details.
- Call continuity: Fixed a case that interrupted a call before the caller’s issue details were captured.
Fixed
Fixed
- Cold-transfer tickets: Fixed a case where a cold-transferred call created a ticket unexpectedly.
- New agent numbers: Phone numbers for newly created voice agents now include the default country code.
- Call feedback: Fixed a case affecting the five-star call feedback survey.
NewImprovedFixed
New
- Call recaps: Voice AI can post an AI-written recap with caller, issue, actions, and resolution details as an internal note in Thread Inbox and the connected PSA.
- Unanswered transfers: Attendant now warm-handoffs callers to Overflow on transfer timeout in Advanced AI mode too, without re-asking what they called about.
- Transfer numbers: Call-transfer number fields now default to the +1 country code.
ImprovedFixed
Improved
- Unanswered transfers: In Minimal AI mode, an unanswered transfer can continue to Overflow after the configured timeout so the caller can describe the issue instead of the call ending.
- Ticket transcripts: Voice-created tickets now include transcript details that were previously missing.
- Call reliability: Fixed a backend error that caused some voice calls to fail.
NewImprovedFixed
New
- Pronunciation preview: Admins can now preview voice and pronunciation settings directly from the admin panel.
- Accept call handoffs: Technicians can accept a handoff by saying “I’d like to accept” in addition to pressing 1.
- Handoff questions: Attendant no longer asks callers to describe their issue twice before a handoff.
ImprovedFixed
Improved
- Overflow messaging: Updated the wording used when a call escalates to overflow.
- Duplicate transfers: Attendant no longer starts two transfers for the same call.
- Ticket context: Attendant now keeps ticket context through the call.
- Issue details: Tickets now retain the issue description the caller provided.
- Question timing: Attendant asks for issue details at the appropriate point in the call.
Fixed
Fixed
- Discussion-note notifications: Fixed missing email notifications for discussion notes on Voice-created tickets.
- Voice settings display: The placeholder in the IVR menu greeting field now fits in its input.
- Minimal AI prompts: Hidden prompts no longer stay active when Minimal AI mode is selected.
New
ImprovedFixed
Improved
- Caller clarification: The voice agent now asks a clarifying question when it doesn’t understand a caller’s response, instead of guessing at intent.
- Turn taking: Voice agents now interrupt callers less often while deciding when to respond.
- No matching ticket: Fixed an error when a caller had no matching ticket.
Fixed
Fixed
- Keypad input: Voice agents stop waiting for keypad input once the caller has entered it.
- Contact attribution: Corrected caller transcripts being attributed to the wrong contact after a match was found.
- Overflow questions: Callers no longer have to describe the same issue twice during Overflow handling.