AI Agents

What is Thread? A Beginner's Guide

Setting Up Your Thread Workspace

Configure Status Mapping in Thread

Thread partner change management guide

Thread Product Overview — Your Guide to the AI-Powered MSP Service Desk

Talking to customers about AI-powered support - Thread customer value messaging

Webhooks & APIs: How Thread talks to your PSA

Pod Configuration in ConnectWise PSA

How to use Thread Pods in ConnectWise PSA

How to Setup ConnectWise PSA Ticketing Integration

Connectwise Permissions Overview

How to Setup Autotask Ticketing Integration

How to Enable Chat and Timepad Insights in Autotask

Setting up an Email Communication Workflow in Autotask

How to Setup HaloPSA Ticketing Integration

Action Mapping Configuration with Thread

Exploring Your Response Options in Halo

Frequently Asked Questions (FAQ)

Keep Members in Sync with PSA Toggle

Managing Board Visibility in Thread (Board Exclusion)

Auvik

CloudRadial

ConnectWise Automate

ITGlue

TimeZest

Hudu Integration

IT Glue + Ask Magic Partner Guide

Thread + Rewst Integration

Configuring Auto Prioritization

Configuring Auto Categorization

Configuring Ticket Type Categorization

Magic Recap Template Library

Getting Started with Magic Recap

Configuring Magic Title

Magic Title Rule Creation Guide

Flows and Views for Sentiment

Configure Magic Sentiment

Proactive Suggestions in Ask Magic — Partner Guide

Setting up Triage Agent

Introducing Your Service Catalog

Create Your First Intents with Triage Agents

Trigger Powerful Automations with Magic Agents

Intent Creation Assistance

Automate Approvals with Magic Agents

Creating a Workflow to Track Magic Agent Activity

Setting Up Email Support for Magic Agents and Inbox

Getting Started with Triage Agent

Setting up your Triage Agent (User Guide)

Listening Mode for Triage Agents

New Custom Rules — Triage Agent

Voice AI Setup – Phase 1: Initial Configuration

Voice AI Setup – Phase 2: Overflow & After Hours

Voice AI Setup – Phase 3: The Auto-Attendant (Walk → Run)

Contact Mapping

Voice AI Pronunciation Guide

Voice AI FAQ

Microsoft Teams Pay-As-You-Go Resource Account Calling

Configure Reminder Agent

Manager Guide -Getting started with Client Intelligence

Thread Intellegence - Service Tech Guide

Contact Intelligence Overview

How to use Reminder Agent

Contact Intelligence FAQ

Configure and Personalize Messenger

Create Your Custom Chat App

Deploy and Test Your Custom Chat App

Deploying Messenger

What is the Teams Service App for Customers?

Design a Custom Teams App for Your Customers

How to Deploy the Teams Service App

Embedding CloudRadial in Your Teams App

Cloning a Legacy Teams App

How to Roll Out the Teams Service App to Specific Users

Microsoft Teams 2.0 FAQs

How to Upgrade your Legacy Teams App

How Do I Upload a Teams App Banner?

Enterprise Teams Support (Teams Deployment for Shared M365 Tenant)

How to Uninstall the Microsoft Teams Service App

How to Test the Slack Service App in a Sandbox Environment

How to Deploy the Slack Service App to a Customer

Kiosk Mode

Deploying Messenger to Mac

Windows Deploying Messenger via Command Line

How to Deploy Desktop Messenger with SSO

Embedding the Messenger "Chat Bubble" on Your Website

Messenger Portal Auto Authentication

Embedding Messenger on a Landing Page

Standard Chat vs. Chat with SLAs: What's the difference?

How to Override Messenger Branding and Configuration for a Customer

How Configurations and Assets Work in Messenger Chat

Messenger Internationalization (English & French)

Allow New Contacts to Open Chats in Messenger

How to Set Up Support Business Hours in Messenger

How to Disable a Client's Messenger Access

How Do Customers Use Messenger Chat?

Where Can I Find My Thread App ID?

Show all tickets in Chat option plus Excluded Board & Source

How to Add a "Chat Now" Button to Ticket Email Notifications in Your PSA

Create Your First Views

How to Setup Single Sign-on (SSO)

What are Views and Insights?

Avatars

Default Work Role & Type Logic

Inbox: Getting Started

Inside Views

Navigating a Thread

Thread Control Panel

Notifications

How to Set Up an On-Call Member to Be Assigned

Creating a Flow to Send a Holiday Out-of-Office Message

How to Setup a SmileBack CSAT Survey

Thread Planner: How-To Guides and FAQs

Planner ↔ Outlook Calendar Integration

Save Time Answering Chats with Snippets

How to Create an Email Signature Using Snippets

How to Track Your Time in Inbox

Sending Attachments with Inbox

Accessing & Installing Inbox

Can I Customize the Style of My Messages?

What Shortcuts Can I Use in Inbox?

Managing Members in Thread

Flows

Messenger

Clients

Members

Workspace

Status Automations

Plans & Licenses

Approvals in Inbox

How to Set Up User-Defined Fields (UDFs) in Autotask for Approvals

Adding & Removing Contacts in Inbox (HaloPSA)

Channels Deprecation in Inbox

Team Admin Role

Inbox Teams

Installing the Internal-Facing Companion App for Teams

Troubleshooting "You Don't Have Permission" Error in Teams

How to Use the Slack Companion App for Service Teams

Installing the Internal-Facing Inbox Companion App for Slack

Craft your White Labeled Thread Customer Rollout Campaign

Can I Get a Custom Teams or Slack Support App?

Multi-Language and Internationalization Support

How Notifications Work for your Customers

How to Manage Your Inbox Notifications

How Notifications Work for your Team

AI Privacy & Security Overview

Data & Encryption

What if my organization has IP or domain restrictions?

List of Sub-Processors

Accessing Thread invoice history and billing information

Microsoft Teams App Permissions

Slack Permissions Guide

All Categories > AI Agents

25 articles

Triage Agent

Unlock AI-powered triage with Magic Agents—conversational AI designed to efficiently triage, respond to, and even resolve incoming chat or email service requests with speed and precision.

12 articles by 5 authors

Voice AI

Voice AI is an intelligent call management system designed specifically for Managed Service Providers (MSPs). It automates phone call handling, enabling efficient after-hours support and first-line triage by collecting information, creating tickets (threads), and directing issues to the right teams — all without human intervention.

7 articles by 1 author

Reminder Agent

Automatically follows up with client contacts using AI-powered, personalized messages—keeping conversations on track without manual effort.

Manager Guide -Getting started with Client Intelligence

Getting Started with Client Intelligence.. Client Intelligence is an automated knowledge base feature that transforms your resolved threads into actionable intelligence. By leveraging your historical…

Updated 3 months ago by Jake Gipson

Thread Intellegence - Service Tech Guide

Service Tech Guide: Intelligent Resolution & Documentation.. Concept. Thread Intelligence is an automated research assistant that captures and surfaces technical resolutions directly within the techn…

Updated 3 months ago by Jake Gipson

Contact Intelligence Overview

Contact Intelligence is your AI-powered memory inside Thread. It automatically summarizes what’s known about each contact — including past conversations, devices, issues, and resolutions — so technic…

Updated 6 months ago by Andy Althouse

How to use Reminder Agent

Reminder Agent: How It Works. What is the Reminder Agent?. The Reminder Agent is an automated feature that helps you follow up with customers who haven't responded to support tickets. Instead of manu…

Updated 4 months ago by Jake Gipson

Contact Intelligence FAQ

🧩 For the Triage Agent. How does Contact Intelligence help the Triage Agent? It gives Magic AI instant awareness of a contact’s environment — such as devices, applications, operating system, and work…

Updated 7 months ago by Andy Althouse

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