Configure Reminder Agent

Reminder Agent is a Magic Agent feature that automatically sends follow-up messages to end users when a thread stalls — and can update the thread to a post-reminder status (e.g., “Closed – No Response”) if no reply is received. It helps reduce backlog, save technician time, and improve visibility across the support experience.

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Who should use it?

• Technicians who want to reduce manual follow-ups
• Admins looking to standardize reminder timing and closure rules
• Partners who want consistent, automated thread cleanup without relying on human intervention

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How to Enable Reminder Agent

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Timing Configuration

Reminder Agent supports two ways to schedule when reminders go out:

• Fixed time (the default): reminders run once per day at a set time.
  1. Time of day: Click the time field, select the hour, minutes, and AM/PM from the scrollable list, then click OK to confirm.
  2. Day type: Weekdays or All Days
  3. Timezone: Pulled from Workspace Preferences
• Custom delay: send the reminder a set number of hours (1–100) after a thread first becomes eligible, instead of waiting for the next fixed daily time. This is closer to an SLA-style, event-driven follow-up — useful when you want reminders to go out consistently soon after a thread stalls, rather than batched once a day.

With Fixed time, a thread must already be in a qualifying status the day before the configured send time to receive a reminder that day.

Example: If reminders are scheduled for 9:30 AM and the thread status changes to “Waiting for Client” at 9:00 AM, no reminder will be sent that day. The first reminder will go out the following eligible day at 9:30 AM.

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Reminder Messages

Admins can define how many reminders to send (1–5) and customize the message content for each reminder.

• Three default reminder and prompts are already included — no setup required.
  • A friendly check-in, a more direct follow-up, and a final message explaining the thread will be closed.
• Messages can be adjusted to reflect tone, support style, or escalation needs.
  

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Test Your Reminders with Emulator Chat

To preview how reminders will appear in real conversations:

• Use the Preview Chat on the right side of the screen
• Select a real historical thread and click “Run Reminder Agent”
• This will show how each configured reminder will appear in the thread, based on your current tone, text, and settings

This is a great way to fine-tune messages to your exact needs.

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Status Mapping

Admins can define which threads are eligible for reminders and what happens after follow-ups:

• Select Board(s) (e.g. Service, Escalations)
• Select Trigger status (e.g. “Waiting for Client”)
• Select Post-reminder status (e.g. “Closed – No Response”)

You can configure multiple boards and statuses.

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Visibility & Logs

• Reminder logs are visible in Inbox, so techs know when AI has followed up.
• Preview panel shows how messages will appear based on tone and setup.
• Logs include:
  • Reminder timestamp
  • Status before and after
  • Whether the post-reminder status was applied

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Filtering Threads by Reminder Status (Inbox Views)

Admins and technicians can now filter threads in Inbox using the new Reminder Agent status filter. This makes it easy to track where each thread stands in the follow-up process. The filter includes the following states:

• Scheduled – A reminder is scheduled but hasn’t been sent yet (e.g. a reminder is set to go out tomorrow at 9:00 AM).
• Completed – All configured reminders (up to 5) have been sent, and the thread was transitioned into the post-reminder status selected by the partner (e.g. “Closed – No Response”).
• Canceled – The last scheduled reminder was automatically canceled due to a change in status or updated settings in the admin panel.

This filter is useful for:

• Spotting which threads are still pending a reminder
• Verifying whether follow-up logic has fully run its course
• Troubleshooting why a thread did or didn’t get closed

You’ll find this filter option in the Inbox > Views interface.

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Skills that use this

Go further on follow-ups and stale-ticket hygiene with Super Magic.