Voice AIMessengerIntegrationsInboxSecurity
Custom hold music, Messenger Kiosk Mode, and inbox reliability fixes
Voice AI
- Partners can now upload custom hold music (MP3, WAV, or OGG, up to 10MB) per voice agent, replacing Thread’s default hold music — ideal for white-label MSPs.
- Fixed an issue where the attendant played verbal feedback immediately after accepting a call.
- Fixed an issue where the agent’s final words could be cut off when a call recap started.
Messenger
- Added Kiosk Mode, letting shared-device support chats run without requiring the visitor to log in.
- Added Enterprise Teams Support: multi-company Microsoft 365 tenants can now deploy Messenger once at the parent company and have it inherit down to child companies.
- Fixed an issue where inlined images in a Messenger conversation couldn’t be expanded by clicking on them.
Integrations
- Fixed a Halo PSA sync issue that could remove secondary members on every webhook update.
- Fixed a PSA contact sync failure that occurred when a contact’s phone field was empty.
Inbox
- Fixed ticket sorting so “Today” tickets consistently appear before older tickets.
- Fixed ticket pagination unexpectedly resetting to the first page.
- Fixed the View Article button not working in the desktop app.
- Fixed a knowledge base article title displaying incorrectly in the document preview modal.
- Fixed View search failing when the search term included extra whitespace.
- Fixed tickets that should have been excluded from a board still appearing in Views and My Inbox.
Security
- Patched known vulnerabilities in transitive front-end dependencies.
- Tightened access controls so contact-level authentication tokens can no longer reach member records.
UI & UXVoice AIIntegrationsMessengerInboxFlowsSLA
Easier Planner filtering, quieter voice handoffs, clearer contact-mapping alerts
UI & UX
- Triage can now be filtered using your saved Views, along with new filter options, making it faster to zero in on the tickets you care about.
- Cleaned up the visual styling of Planner’s filter controls.
- Updated the Kiosk mode description copy for clarity.
- Fixed the Planner filter dropdown reopening unexpectedly after navigating away and back.
Voice AI
- Added a Technician Briefing toggle for call handoffs — disable the caller-name/issue briefing before a transfer connects for a faster handoff (existing behavior is preserved by default).
- The Voice dashboard now shows warning icons and banners explaining why contact mapping failed, covering unregistered numbers, low-confidence matches, inactive contacts, and sync issues.
- Improved the reliability of contact matching that powers these new mapping alerts.
- Fixed an issue that could interrupt a call when no issue details had been captured.
Integrations
- Fixed Autotask note attachments not staying linked to their note record.
- Fixed the PSA sync page failing to load correctly.
- Fixed incorrectly formatted time entry images synced from ConnectWise.
- Fixed a bug that caused some documents to fail importing correctly.
Messenger
- Notes sent with attachments over SMS now arrive as a single message instead of several.
Inbox
- Fixed the reply input losing focus after sending a message.
Flows
- Fixed SLA-based flow filters not matching correctly against ticket data.
Assistive AIVoice AIMessengerFlowsIntegrationsInboxUI & UXSecurity
Assistive AI exclusion fixes, Voice AI reliability, PSA integration polish
Assistive AI
- Fixed an issue where exclusion rules weren’t being honored for Generate Title after an agent was deactivated — exclusion behavior is now consistent across Auto Prioritize, Auto Categorize, and Generate Title.
- Added clearer explanatory text in Agent Settings about how exclusion rules apply.
Voice AI
- Fixed a bug that could create a ticket for a cold-transferred call that shouldn’t have generated one.
- Fixed missing default country codes on phone numbers for newly created voice agents.
- Resolved an issue affecting the five-star call feedback survey.
Messenger
- Fixed several login and UI bugs in the Messenger widget.
- Improved the Kiosk mode installation experience on Windows and addressed related feedback.
Flows
- Removed an overly restrictive team filter that was blocking Flows from running for HaloPSA companies.
- Fixed an issue where Flow actions could act on stale ticket data.
Integrations
- Ticket titles and summaries now respect platform-specific character limits, preventing sync errors with connected PSAs.
- Fixed clipboard attachment insertion for Autotask.
- Boards you’ve excluded from a connected PSA no longer appear in ticket and board selection dropdowns.
Inbox
- Fixed an issue where renamed attachments weren’t referenced correctly.
- Attachment images are clickable again.
UI & UX
- Refreshed the Planner filter bar for clearer, easier filtering.
Security
- Added additional tenant-validation checks on API endpoints for stronger data isolation.
- Completed a routine security hardening pass across the partner-facing web app.
Voice AIIntegrationsMagic AgentsAssistive AIInboxSecurity
AI call recaps, in-chat Pia forms, and a Listening Mode fallback
Voice AI
- Attendant now warm-handoffs callers to Overflow on transfer timeout in Advanced AI mode too, without re-asking what they called about.
- Every Voice AI call now gets an AI-written recap — caller, issue, actions, resolution — posted automatically as an internal note to Inbox and your PSA (ConnectWise, Autotask, Halo).
- Fixed the default country code on call transfer number fields to correctly default to +1.
Integrations
- Added a Pia integration: when an automation intent like New User Onboarding fires, Thread surfaces a Pia SmartForm right inside chat, and the completed form writes back to your PSA automatically. Available to all AI Pro partners.
- Fixed a Halo PSA note sync issue affecting workspaces on older Halo API versions.
Magic Agents
- Listening Mode now includes a timeout fallback option, configurable directly in Triage Agent settings, for workspaces not ready to fully enable it yet. Since its February launch, Listening Mode has cut timeout rates from 50% to 0% and lifted success rates from 41% to 68%.
- Fixed an issue where the agent asked an unnecessary closing question after a call had already been escalated.
Assistive AI
- Added admin-only Knowledge Base management controls to Client Intelligence — delete a single client’s KB or wipe all KB articles workspace-wide from a new “Danger Zone.” These actions are irreversible.
- Fixed Knowledge Base generation running on tickets with no external contact or member note.
- Fixed the Knowledge Base article count displaying incorrectly for clients with no KB entries.
Inbox
- Fixed ticket view creation dates to reflect local time instead of UTC.
- Fixed a display issue that could leave a ticket without its pending-message indicator while the ticket’s system ID wasn’t yet available.
Security
- Time entry attachments now serve through private, expiring URLs instead of static links, with tokens refreshing proactively before expiry to prevent broken previews.
SecurityIntegrationsAssistive AIMagic AgentsMessengerUI & UX
A new delegated admin role, security hardening, and cross-product polish
Security
- Added a new delegated Team Admin role. Global Admins can now hand off team membership, configuration, and view management to Team Leads without granting full workspace admin access.
- Patched several security vulnerabilities across the platform as part of routine hardening.
Integrations
- Fixed a timeout issue that could prevent PSA notes from being created.
Assistive AI
- Improved the error message shown when Azure’s content filter blocks an AI-generated response, making it clearer what happened.
Magic Agents
- Reminder Agent follow-up messages now include the assigned technician’s name.
Messenger
- Fixed a URL path issue affecting Microsoft Teams messenger connections.
UI & UX
- Fixed the Overdue column so it only shows items that became overdue within the past 30 days.
- Improved pagination in the Planner member dropdown and fixed an inconsistent state that could occur after searching.
Assistive AIMagic AgentsVoice AIUI & UXIntegrations
Include/exclude targeting for Sentiment and Triage Agent, safer voice transfers, visual Planner scheduling
Assistive AI
- Sentiment analysis run conditions (clients, sources, and boards) now support include and exclude logic — tickets matching an excluded condition skip the run entirely, so no credits are used on tickets you don’t want scored.
- Improved the error message shown when Assistive AI can’t run because a ticket doesn’t have a contact company assigned.
Magic Agents
- Intent visibility scoping (company types, contact types, specific clients) now supports Include or Exclude modes at both the Intent and Variation level. Existing intents were automatically migrated to Include mode, so nothing changes for setups you’ve already configured.
- Fixed a formatting issue in the Knowledge Base tool responses used by the Triage Agent.
Voice AI
- In Minimal AI mode, if no technician answers a transfer within the timeout window, Overflow now automatically activates, captures the issue, and creates a ticket instead of ending the call. Support for Advanced AI is coming next.
- Fixed an issue where transcript details weren’t captured on tickets created from voice calls.
- Fixed an issue causing some voice calls to fail due to a backend error.
UI & UX
- Planner now shows the free-time gaps between your scheduled events (e.g. “1h 30m available”) and lets you drag and drop new items directly into the next open slot.
Integrations
- Fixed an issue where ConnectWise time entry attachments were linked to the ticket instead of the specific note.
- Fixed an issue where duplicate Outlook schedule entries were deleted instead of unlinked.
Voice AIAssistive AIMagic AgentsUI & UXMessenger
Client Intelligence goes GA, smarter voice handoff, Planner customization
Voice AI
- Admins can now preview voice and pronunciation settings directly from the admin panel.
- Technicians can accept a handoff by saying “I’d like to accept” in addition to pressing 1.
- Fixed a bug where the Attendant sometimes asked for the issue twice before handing off.
Assistive AI
- Client Intelligence is now live for AI Pro partners, with client overview dashboards covering sentiment, trends, and health signals.
- Knowledge base articles are now auto-generated from resolved conversations.
- Ask Magic can now produce trend analysis and QBR summaries for individual clients.
- Added contact intelligence and custom notes on client records.
Magic Agents
- The intent emulator is now embedded directly in the Intent Edit page, so admins can test intent changes inline instead of switching to Triage Agent Settings.
UI & UX
- Planner now lets you toggle visibility of the Overdue, Backlog, and future-dates sections, with your preferences saved automatically.
- Renamed the “Backlog” section to “Assigned” for clarity.
Messenger
- Fixed an issue where disabling group chat settings wasn’t saving.
- Minor UI fixes to the redesigned Messenger.
Magic AgentsVoice AIAssistive AIMessengerIntegrationsUI & UXSecurity
Listening Mode reaches GA, steadier Voice AI, ticket and messenger fixes
Magic Agents
- Triage Agent now enters Listening Mode instead of disengaging when a customer goes quiet on Chat or Email. It re-engages automatically as soon as they reply, and hands off any unanswered follow-ups to Reminder Agent. Live for all AI Pro partners.
- Triage Agent responses now preserve links shared in the conversation instead of dropping them.
Voice AI
- Fixed an issue where the attendant could trigger two call transfers for the same call.
- Fixed the attendant losing ticket context partway through a call.
- Fixed cases where the issue description a caller provided was ignored or missing from the resulting ticket.
- Fixed the attendant prompting for issue details at the wrong point in a call.
- Updated the wording used when a call escalates to overflow.
Assistive AI
- Suggested Resolution now shows an optimistic preview in Messenger while the final version loads, so replies feel faster.
- Fixed an issue that was preventing Suggested Resolution from generating on some tickets.
- Fixed a bug affecting Ask Magic’s knowledge base lookups.
Messenger
- Fixed several cosmetic UI inconsistencies in the Messenger widget.
Integrations
- Fixed attachments not passing through correctly on tickets created from Messenger into Halo.
UI & UX
- Fixed a “Generic Error” that could appear when dragging a ticket from Triage to Plan.
- Fixed tickets getting duplicated when moved to Backlog.
- Fixed approvers not being cleared from a ticket after it was approved, and cleaned up formatting on approval emails.
- Fixed scheduled tickets not loading ticket priority correctly.
- Minor layout and sizing fixes to the Knowledge tab.
Security
- Patched a security vulnerability in a third-party library used for network requests.
Magic AgentsVoice AIIntegrationsMessengerSecurity
Triage Agent renaming, Voice AI polish, and integration fixes
Magic Agents
- The Magic Agents board setting is now labeled “Triage Agent” to better reflect what it does.
- The triage reasoning link now has a clearer external-link icon and a visibility toggle.
Voice AI
- Fixed an issue where email notifications for discussion notes weren’t being sent during Voice AI ticket creation.
- Fixed a text overflow issue with the placeholder in the IVR menu greeting field.
- Fixed an issue where hidden prompts could remain active in Minimal mode.
Integrations
- Fixed an issue where moving cards from Backlog to Triage in Autotask could sometimes fail.
- Fixed an issue where today’s events weren’t showing up in Outlook calendar sync.
Messenger
- Fixed a broken documentation link in the channel retirement banner.
Security
- Resolved a security vulnerability in a third-party dependency used by our platform.
Voice AIMagic AgentsIntegrationsInbox
IVR overflow routing, plus inbox and integration polish
Voice AI
- Partners can now route callers to Overflow directly from IVR menu settings in Advanced AI mode, complete with a custom greeting for the transfer — no more telephony-side workarounds required.
Magic Agents
- Fixed an issue where Magic Agent could generate a ticket link using the wrong URL format.
Integrations
- Ticket notes synced to HaloPSA now convert cleanly from Markdown to HTML, so formatting displays correctly instead of showing raw markup.
- Added a link to the relevant help doc from the Outlook Calendar integration setup.
Inbox
- Fixed a bug where clicking the @ mentions button didn’t work as expected.
- Fixed a z-index issue that could cause the contact dropdown to display behind other elements.
- Fixed an encoding issue that could garble note text in certain cases.
- Fixed a markdown rendering issue with escaped newlines in article content.
Voice AIMagic AgentsIntegrationsMessengerSecurity
Smarter voice conversations, steadier Outlook sync, security patches
Voice AI
- The voice agent now asks a clarifying question when it doesn’t understand a caller’s response, instead of guessing at intent.
- Upgraded the underlying turn-detection model for more natural, less-interrupted conversations.
- Fixed an issue where the voice agent could error out when no matching ticket was found for a caller.
Magic Agents
- Fixed an issue where auto-categorization and the Triage Agent wouldn’t run when a ticket’s board changed via an external sync.
Integrations
- The Integrations page now shows a “Partially configured” status for Outlook/Microsoft 365 connections that are still being set up.
- Fixed several cases where deleting an event, including recurring occurrences, in Outlook wasn’t reflected in Thread in real time.
- Calendar entries synced from Outlook no longer appear outside their correct date range.
- Outlook calendar events now display their real titles instead of “(No Subject)”.
- The ITGlue integration setup now shows the correct API key prefix in the placeholder text.
Messenger
- Fixed an issue where the Messenger widget’s app ID could fail to refresh correctly.
Security
- Patched vulnerable dependencies across the platform, including networking, diffing, and logging/crypto libraries.
Voice AIIntegrationsInboxAssistive AIUI & UXSecurity
Steadier voice calls, calendar sync fixes, cleaner views
Voice AI
- Fixed an issue where the voice agent kept listening for keypad input after a caller had already entered it.
- Corrected caller transcripts being attributed to the wrong contact after a match was found.
- Fixed a bug that caused callers to be asked for their issue description twice during call overflow handling.
Integrations
- Fixed duplicate calendar events showing up in Planner when synced from both a connected PSA and Outlook, and cleaned up the tooltip shown on merged events.
- Fixed an issue where soft-deleted Outlook calendars could disrupt calendar sync.
Inbox
- Fixed a bug in the @mentions popup within ticket conversations.
- Saved views now correctly preserve member and team filters after saving.
- Team-level views now show up correctly when fetching a member’s views.
Assistive AI
- Fixed a pagination bug in the auto-categorization view.
UI & UX
- Client logos now display automatically for companies with a public web presence.
- Improved dark/light theme consistency across the Clients view, sentiment cards, and dashboard progress indicators.
- Fixed an issue causing the Planner view to repeatedly re-render and become sluggish.
Security
- Updated underlying dependencies to patch known security vulnerabilities in our voice call handling service.
Voice AIIntegrationsMessengerUI & UXSecurity
Fewer duplicate voice tickets, small UI polish, one security patch
Voice AI
- Fixed an issue where a single phone call could create more than one ticket.
Integrations
- Added a visual indicator that shows when a connected mailbox is completing its first sync with Outlook.
Messenger
- Fixed a display issue with the widget’s “Powered by” branding.
UI & UX
- Fixed text wrapping on Planner cards.
- Resized and simplified the icon used for unrecognized file attachments, for improved clarity.
Security
- Applied a security update to a third-party dependency to address a known vulnerability.