Super MagicVoice AIAuto-DispatchMessengerInboxVerification
Super Magic beta expands, Voice SIP trunks, roles & permissions
Super Magic (beta)
- For partners in the Super Magic beta, chats became shareable read-only with teammates via deep-linkable conversation URLs, with shared-chat viewers.
- Added a history sidebar, an expand/collapse chat header, customizable summary tiles, per-bubble message-source icons, a smooth transition between full-page and side panel, and rotating “thinking”/welcome copy. Chat input limit raised to 32,768 characters.
- New ad-hoc agent flow action with an inline prompt, a write-tool picker in the
skill editor, expanded
search_ticketsfilters (including parent/child), and Super Magic began rolling out in Slack for beta partners.
Voice AI
- LiveKit SIP trunk test-connection flow with result classification, writeable outbound SIP trunk settings and headers, and selectable recording storage regions. Fixed recordings not loading in Admin for AU, CA, and IE calls, and fixed Inbox outbound-calling preferences (E.164, save-on-button, load states).
Auto-Dispatch
- Push (auto-assign) data model and runtime with a presence toggle in Inbox, and a flag to disable the Planner.
Roles & permissions
- New roles & permissions management UI on the role-based permissioning foundation.
Messenger & Teams
- Restored numbered and bulleted list styling, fixed support-tab custom icon sizing, sent the ConnectWise chat-pod conversation path correctly, and released Messenger Desktop v3.1.2.
- Fixed a duplicated opening message on Teams ticket creation, and fixed Microsoft Teams sign-in for the single-tenant Companion App.
Inbox & integrations
- Load more threads when the sole SLA-risk section is collapsed, Planner UI updates, surfaced the ImmyBot integration in Admin, and showed the SMS failure reason on verification activities.
InboxSuper MagicVoice AIAuto-DispatchVerificationMagic AgentsIntegrationsUI & UX
Inbox Preferences refresh, Super Magic beta rollout begins, end-user verification
Inbox
- Refreshed Inbox Preferences: new Appearance section, single-page save flow, and layout/structure refresh, plus a new settings page, reordered user avatar menu, an expand-nav icon when the nav is collapsed, and auto-hiding the side nav when Super Magic is open on narrow screens.
- Fixed inbox sort-order drift and duplicate threads on real-time updates.
Super Magic (beta)
- Super Magic began rolling out to an initial group of partners this week,
including support for Microsoft Teams (24h session expiry, open
conversation participation), forwarding personal Teams chats, and filtering
channel messages to @mentions only. Participating partners also got
read-only ConnectWise Automate and ConnectWise RMM (Asio) context,
new
create_skill/update_skilltools, and a tiered tool-capability model for headless skill runs. - Improved Teams conversation-reference refresh and fixed a bug affecting member-added/removed handling in Teams.
Voice AI
- Exposed storage-region options in Voice Agent settings, split the partner trunk from the region default, added LiveKit SIP trunk CRUD, and hid outbound calling for partners where it isn’t available. Fixed a bug where a contact’s phone number could surface on the wrong ticket, and kept the contact Actions bar visible when click-to-call is enabled.
Auto-Dispatch
- Excludes child tickets and inactive-company / same-technician tickets from pull candidates, and added a Resource Team dispatch-scope filter with sorted, icon-labeled dropdowns.
End-user verification
- Verify moved into Inbox actions list with a redesigned action button, device/IP/contact-email capture in the activity table, verification stats, and kiosk-mode migration to the new API.
Magic Agents & integrations
- The Reminder Agent respects holidays and custom business-hours closures; added the Autotask Send by Email (UDF) setting and ConnectWise Automate/RMM toggles in Super Magic settings.
UI foundation
- Ongoing migration of Inbox and Admin controls to the Merlin design system (selects, buttons, filter bars, phone-number inputs) for a more consistent look and feel.
Assistive AIUI & UXSuper MagicVoice AISLAIntegrations
Magic Analytics launches, Super Magic beta grows to 60 partners, Voice Shield ships
Magic Analytics
- Team Admins now have a new Analytics tab in Magic AI, with six dashboards covering ROI, AI Accuracy, Triage Summary, Messenger, Voice AI, and Team Performance.
- A conversational Dashboard Agent can answer ad-hoc questions about your data alongside the prebuilt dashboards.
Super Magic (beta)
- Wave 2 of the Super Magic beta is live, bringing the total to 60 partners.
- Super Magic can now build a ready-to-review Inbox View draft from a plain-language request.
- Super Magic can list IT Glue documents, optionally scoped to a specific client.
- For beta partners, Super Magic now runs inside PSA pods, can assign contacts on a ticket, and has improved ticket read/search accuracy.
- Skills and the Thread MCP integration remain in early alpha and are not yet part of the general beta rollout.
Voice AI
- Voice Shield: verified callers can now look up or update a referenced existing ticket by phone; unverified callers’ requests are captured without exposing ticket details.
- Technicians can end an in-progress call directly from Inbox for inbound calls; the same control for outbound calls is in beta.
- Call start and end times now appear as events in the message timeline, and a call button was added to the contact card for quicker outbound dialing.
SLA
- SLA time remaining in Inbox now comes straight from the Core API and reflects business hours in real time.
- Added an SLA countdown wedge to the thread row in chat mode.
- Cleaned up SLA admin: hid the redundant Sources column (targets now apply to all sources) and dropped the extra “SLA” wording from the Pause Resolution timer label.
Integrations
- Added a TimePad Resolution checkbox for HaloPSA.
- Thread Knowledge Base articles can now sync to IT Glue via a new toggle on the KB access page.
- Microsoft Teams sign-in now works for users from sub-companies connecting to Messenger.
- Improved NinjaOne device matching and reduced incorrect device/app attribution in Client Intelligence.
UI & UX
- Fixed the phone source icon being hard to read in dark mode.
- Fixed single-digit notification badges not rendering fully rounded.
- Polished the contact details card layout.
- Fixed the Clients table not showing sub-companies when expanded.
Super MagicVoice AIIntegrationsInboxUI & UXAssistive AIMessenger
Super Magic beta rollout begins, Voice AI goes multilingual, inbox and integration fixes
Super Magic (beta)
- Super Magic — the redesigned Ask Magic experience with a new Inbox navigation — began rolling out this week to an initial wave of 23 partners on the AI Pro plan, with more partners joining in weekly waves.
- This first release includes visual and interaction polish across the new chat experience, plus the ability for Super Magic to create Inbox Views directly through its tools.
Voice AI (beta)
- Voice agents can now speak languages beyond English, starting with Dutch, for an initial beta cohort of partners in the Netherlands and EU — including localized farewell and hold messages.
- Voice-enabled phone numbers now display a country flag for easier identification.
- Fixed call-transfer issues that could leave a merged call stuck mid-transfer or a caller’s line not disconnecting properly.
- Fixed an issue where outbound call recaps could be generated before the call had fully completed.
- Improved contact-matching accuracy for the Attendant (IVR) feature, and added a safeguard requiring an authenticated caller for ticket-update actions.
Integrations
- Fixed a HaloPSA settings issue where the settings form could submit a malformed key.
- HaloPSA integration errors now surface with clearer, more specific messages instead of a generic failure.
- Updated the NinjaOne OAuth client setup instructions to correctly require the Refresh Token grant.
Inbox & UI
- Fixed an issue where unsupported file types could leak into the message composer.
- Mic dictation now inserts transcribed text into the composer instead of auto-sending it.
- Fixed an issue where selecting a neutral tone could apply an invalid personality setting.
- Fixed unreadable info toast text in dark mode.
Messenger
- Fixed a contact form issue that could prevent the form token from minting correctly.
- Fixed a notifications and tray icon issue in the Messenger desktop app.
Magic AgentsVoice AIAssistive AIIntegrationsMessengerInbox
Guided Triage Agent setup, full voice call transcripts, and inbox polish
Magic Agents
- Setting up a Triage Agent now walks you through a guided onboarding flow, and it’s the default experience for new Pro-tier partners.
- Reminder Agent now keeps your selected status filters in place when you search within mapping settings, instead of clearing them.
Voice AI
- Complete call transcripts are now attached directly to the PSA ticket as a downloadable file.
- Fixed an issue where DTMF tones and pauses weren’t passed through correctly on outbound calls to extensions.
- Fixed an issue with international phone number allocation that could affect call setup.
- Fixed an issue where call-end events didn’t always appear in the voice call log.
- Fixed a warning that could incorrectly appear on call transcripts.
Assistive AI
- Fixed broken links in recap survey emails caused by improper link formatting.
Integrations
- Fixed an issue where an inactive duplicate contact from your PSA could overwrite an active contact’s information.
- Fixed a text color issue on the Microsoft 365 login button.
Messenger
- Fixed an issue with how conversation source was handled on mobile in the Messenger web client.
Inbox
- Ticket details panel columns can now be resized.
- Added the ability to jump straight to the next ticket from the details panel.
- Fixed an issue where status filter options from one ticket could incorrectly carry over to another.
Voice AIMagic AgentsAssistive AIVerificationUI & UX
Custom voice sign-offs, Triage Agent access controls, UI polish
Voice AI
- Partners can now set a custom farewell message for their voice agent, applied consistently across Attendant, Overflow, and call handoffs.
Magic Agents
- Triage Agent client access now supports contact-level exclusions and request blocking by sender domain, email, or keyword.
- Copy fixes on the Triage Agent client access page.
Assistive AI
- Ask Magic ticket search results now show the assigned technician’s name.
Verification
- Increased the character limit for caller ID verification extensions to 128 characters.
UI & UX
- Column widths in list views now persist across sessions and devices.
- Fixed the “Login with Microsoft 365” button so its text is visible.
- Polished avatar and action-button styling across Inbox and Planner.
- Fixed a layout issue in the analytics dashboard’s panel spacing.
Voice AIMagic AgentsIntegrationsInboxSecurity
Adjustable voice speed and volume, plus reliability fixes across Voice AI and Inbox
Voice AI
- Added speech speed and volume controls for the voice agent — adjust speed from 0.6x to 1.5x with a live preview before saving.
- Call handoffs now share the receiving operator’s name after the transfer completes, instead of before.
- Fixed an issue where saved outbound calling preferences could be overwritten when settings reloaded.
- Fixed an issue where outbound calls could display the wrong caller ID.
- Fixed an issue where the Microsoft Teams desktop app could lose its active call after the computer woke from sleep.
Magic Agents
- Polished the triage agent’s onboarding flow.
- Fixed an issue where voice-formatting tags could occasionally appear in chat messages.
Integrations
- Fixed an issue in the HaloPSA integration setup where the webhook step could be marked complete before the webhook was actually ready.
Inbox
- Fixed an issue where changing a ticket’s contact in Inbox could leave the wrong service agreement attached.
- Fixed an issue where pasted images could be lost from Timepad drafts.
- Fixed ticket search timeouts that could occur under heavy load.
Security
- Updated dependencies to resolve high-severity vulnerability alerts.
Magic AgentsIntegrationsAssistive AIMessengerInboxUI & UX
IT Glue sync goes live, a quieter Triage Agent, and PSA sync fixes
Magic Agents
- Added Silent Inactivity Mode: the Triage Agent can now go quiet on inactive conversations without sending a follow-up message, while still moving them into Listening Mode behind the scenes. Off by default — enable it in agent settings.
Integrations
- Ask Magic can now connect directly to a partner’s IT Glue account, automatically pulling in runbooks and configuration documentation on a nightly incremental sync scoped to each client.
- AutoTask time entries synced through Timepad now include internal notes.
- Non-actionable PSA errors are now surfaced to users instead of failing silently, including on tickets created from voice calls.
- Fixed an issue where line breaks in ticket resolution notes weren’t preserved when synced to AutoTask.
- Fixed an issue where time entries synced to AutoTask could use the wrong work date instead of the technician’s local time zone.
Assistive AI
- Fixed an issue where AI-generated ticket titles could pull in content from internal notes.
Messenger
- Fixed an authentication issue in Messenger Web that could interrupt sign-in.
Inbox
- Chat drafts are now consistent across tabs, so switching tabs no longer loses an in-progress reply.
- Fixed an issue where attachments could be duplicated when a ticket view was reloaded.
UI & UX
- Refreshed the spacing and action controls in the inbox’s left navigation.
- Added a scroll gradient to long tables so it’s clearer when more content is available.
- Polished the layout of the snippets page.
- Adjusted column widths in the ticket list view for better readability.
Voice AIMagic AgentsAssistive AIFlowsInboxUI & UX
Smarter voice escalation, Triage Agent custom rules beta, resizable inbox columns
Voice AI
- Voice agents now recognize common escalation phrases on their own, even when a partner hasn’t configured specific escalation words.
- Overflow now has its own contact-mapping settings instead of inheriting them from Attendant, so overflow calls can route independently.
- Fixed an issue where a “thinking” sound could keep playing after a warm merge or cold transfer.
Magic Agents
- Triage Agent now supports structured Custom Rules — up to 10 rule cards, each up to 5,000 characters, that can be scoped and tested in the Emulator — replacing freeform rules text. Currently rolling out in beta to a limited group of partners, with wider availability planned in the coming months. (beta)
- Fixed an issue where the three-dot menu in the intent editor stopped responding.
Assistive AI
- Fixed an issue where internal AI tool names and trigger text could leak into suggested resolutions.
Inbox
- List view columns can now be resized, dragged, and reordered.
- Draft attachments are now saved per conversation, so they’re preserved if you navigate away and back.
Flows
- Fixed an issue where duplicating a flow could drop its conditions and actions or fail to save.
- Fixed a timezone issue when configuring flows.
UI & UX
- Polished the welcome screen animation and spacing.
- Fixed an issue that could unexpectedly log users out after certain failed requests.
- Fixed an issue where pressing Backspace could unintentionally remove the last selected tag in multi-select fields.
Assistive AIFlowsIntegrationsUI & UXMessengerInboxSecurity
Hudu-powered Ask Magic, flow folders, and inbox layout controls
Assistive AI
- Ask Magic can now read a connected Hudu knowledge base in real time and cites the source article in its answers.
- Proactive Suggestions automatically drafts an internal-only resolution the moment an eligible ticket comes in, so technicians start from a suggested answer instead of a blank ticket.
- Categorization updates now apply optimistically with clearer error handling if a change doesn’t go through.
Flows
- Flows can now be organized into folders by client, team, or use case, making larger flow libraries easier to manage.
Integrations
- Added an opt-in (beta) setting to suppress the duplicate “New request created” Teams chat notification when a Teams group chat already exists for a ticket.
UI & UX
- Board Exclusions (beta) lets partners hide specific PSA boards from Thread, cutting webhook and API traffic for boards they don’t want synced.
- Inbox picked up resizable panels, customizable column visibility and ordering, and clearer child-ticket search visibility.
Fixes
- Fixed a bug where changing a member’s role on page 2 or later of the members list could apply to the wrong member.
- Fixed the Aa text formatting toolbar losing its selected state after a page refresh.
- Improved loading reliability in the Messenger company selector.
- Fixed a bug that could show a duplicate message when submitting a ticket with an attachment.
Security
- Applied security patches addressing reported vulnerabilities in a third-party integration dependency.
IntegrationsUI & UXVoice AIMessengerAssistive AIMagic AgentsSecurity
Resizable Inbox panels, richer Teams formatting, steadier Voice AI calls
Integrations
- Microsoft Teams messages now come through with formatting intact — bold, italic, underline, links, and emojis render properly in Inbox instead of flattening to plain text.
- Fixed an issue where notes synced from your PSA could include broken, href-less links.
UI & UX
- Inbox’s left navigation and right Details panel can now be resized by dragging, and your sizing preference is remembered.
- Fixed a display issue with the notifications banner in Inbox.
- Increased the default height of the ticket description field for better readability.
Voice AI
- Fixed an issue where call transcripts weren’t accessible from Inbox’s list view.
- Fixed a bug that could trigger call escalation even when the intended trigger phrase wasn’t actually matched.
Messenger
- Fixed an issue where valid Messenger authentication tokens were sometimes rejected with a permission error.
Assistive AI
- Fixed an issue that could consume an AI credit even when the AI feature failed to run.
Magic Agents
- Reminder Agent now cancels pending follow-up reminders as soon as the contact replies.
Security
- Patched security advisories in dependencies used for XML parsing in Inbox.
Magic AgentsAssistive AIVoice AIInboxIntegrationsMessengerSecurity
New AI emulator, Assistive AI beta expansion, voice and inbox polish
Magic Agents
- Redesigned the Emulator: it now covers every Magic AI feature in a single, full-width panel, and can simulate results using a specific real contact.
Assistive AI (beta)
- Ask Magic can now pull answers from IT Glue and Hudu documentation.
- Proactive Suggestions can auto-draft ticket resolutions for eligible conversations.
Voice AI
- Cleaned up copy, layout, and styling on the Voice settings pages.
- Fixed an issue where overflow calls could repeat information from earlier in the call.
- Fixed excessive beeping during calls.
- Fixed a bug that could block the After-Hours configuration screen with an error.
- Fixed broken links in the voice routing help documentation.
Inbox
- Improved the Planner calendar dropdown when setting a plan, and Planner ticket cards now show completed schedules.
- Increased the default height of the ticket description field.
- Fixed an issue that could cause tickets to reopen unexpectedly.
- Fixed a bug where backslashes in chat replies and notes could be altered when saved.
- Planner tickets now show the correct company name without needing a refresh.
Integrations
- Redesigned the Microsoft integration page.
- Fixed an issue in the ConnectWise pod where typing a slash on a new line unexpectedly triggered the AI menu.
- Fixed a bug where ConnectWise pod draft notes weren’t clearing correctly after sending.
- Force sync now behaves consistently across the PSA Sync and Manage Board Sync pages.
Messenger
- Fixed a crash that could occur during Messenger installation on certain operating systems.
Security
- Tightened multi-tenant scoping on Inbox timer and snippet queries.
- Patched several third-party dependencies flagged for known vulnerabilities.
MessengerMagic AgentsVoice AIAssistive AIIntegrationsFlowsInboxSecurity
Messenger Web goes GA, smarter Triage Agent follow-through, PSA reliability fixes
Messenger
- The new Messenger Web widget is now live for everyone, along with Kiosk Mode and Enterprise Teams Support for all partners.
- Fixed an operating-system detection mismatch that could affect the Messenger installation flow.
Magic Agents
- Triage Agent now stays active after sending a Pia Smart Form — it confirms submission, then closes or escalates the ticket based on your intent configuration.
- Improved search and filtering of Reminder Agent status mappings.
Voice AI
- Reduced hallucinations from the Voice AI agent during handoff to a live technician.
- Fixed an issue where caller notes could be missing from the thread on unauthenticated calls.
Assistive AI
- Web search is now off by default in Ask Magic.
- Improved retrieval accuracy and article relevance for IT Glue and Knowledge Base results in Ask Magic.
- Refreshed the default prompt used to generate AI ticket titles for better accuracy.
Integrations
- Fixed an issue where malformed request URLs could cause ConnectWise PSA authentication to fail, and added automatic retries on timeout.
- Fixed HaloPSA ticket assignment so failures are reported accurately instead of assumed successful, with clearer error messaging.
- Restored PSA statuses that were incorrectly removed during sync.
- Ticket data now refreshes automatically after a PSA assignment completes.
Flows
- Fixed an issue where business-hours evaluation in Flows could use a stale time instead of the current time.
Inbox
- Fixed an issue where the wrong contact name could display in the thread list.
- Knowledge Base links opened from PSA pods now open in a new tab.
- The external reply field in the reply composer is now always visible.
Security
- Hardened company-scoping validation on chat configuration updates to ensure changes are scoped to the correct account.
Voice AIMessengerIntegrationsInboxUI & UXSecurity
Planner editing, PSA sync improvements, and cross-channel fixes
Voice AI
- Fixed an issue where the voice agent could hang up mid-call during onboarding.
Messenger
- Messenger installation now falls back gracefully when an app ID is missing, handles multi-MSP setups more clearly, and notifies MSP admins of installation status.
Integrations
- Halo PSA sync now captures each member’s default work role.
- Halo PSA sync now supports email-to and email-cc recipients as secondary contacts.
- Fixed inline images not rendering correctly in ConnectWise ticket notes.
- Fixed markdown formatting in messages sent to Slack and Teams.
- Fixed group chat attachment sending in Teams.
Inbox
- You can now edit Planner events directly from Inbox.
- Planner’s end date now auto-updates when you set a start date in the future.
- Fixed highlighting bugs in the Planner time picker.
- Fixed an issue where invalid images could break attachment formatting.
UI & UX
- Fixed the “Send by Email” checkbox needing two clicks to toggle.
Security
- Strengthened Auth0-based authentication security.
Docs