Super MagicFlows
Skill instructions and Flow agent prompts are capped at 3,000 characters
Super Magic
- Saved skill instructions and a Flow’s Super Magic Agent prompt are now limited to 3,000 characters.
- Nothing you already saved stops working. Existing skills and Flow prompts over the limit keep running exactly as before — the length is not re-checked when a Flow fires. The cap applies on save, so you’ll only meet it when you next edit a long one, as an error saying the instructions are too long.
- To shorten a prompt, start by cutting restated rationale — most long prompts explain why a step matters two or three times, and saying it once usually gets you under.
- Where several of the skills you run in Super Magic repeat the same contract (how a note is written, when to confirm before a write), you can pull it out as its own skill and name it from the others. That only works conversationally, where Super Magic can reach your other saved skills — a Super Magic Agent fires a prompt and has no skill lookup, so anything a Flow runs needs its rules written out in the prompt itself.
- The Skill Authoring Coach counts a draft and shows you where to cut, and building with Super Magic walks through the approach.
- Every skill in the Magic Library now fits the limit, so anything you copy from there saves as-is.
MessengerVoice AIAuto-DispatchIntegrationsSLAInboxUI & UX
Emoji reactions in Messenger, XLA timers you can see at a glance, and steadier Auto-Dispatch
Messenger
- Contacts can now react with emoji inside Messenger Web and Messenger embedded in the Microsoft Teams service app. Reactions show up in Inbox next to the message they belong to, and multiple contacts can react to the same message.
- Reactions also sync to the PSA as internal notes by default, so the ticket record reflects the full conversation. Partners who don’t want that can turn it off from the PSA integration page in Admin.
- Messenger now shows the Triage Agent’s avatar with a Thinking… indicator while the agent composes a reply, instead of leaving the conversation silent.
XLA
- Inbox XLA timers are now colour-coded by risk band, so a row’s timer matches the risk group it sits under and a breach still wins. Threads without a risk schedule keep the neutral look. Details on how bands work live in XLA timers and response settings.
- Autotask queue labels now resolve correctly inside XLA profile filters, so filters read the same way they do everywhere else in Admin.
Auto-Dispatch
- Auto-Dispatch pull profiles now include a Created within date range, so profiles can be scoped to only consider tickets opened in the last N days rather than the entire backlog.
- The dispatch scope now supports a status filter and its icons match the ones used elsewhere in Inbox, so scoping a profile reads the same way as filtering an Inbox view.
- When the PSA can’t be reached for a specific candidate, Auto-Dispatch now skips that candidate and keeps the pull queue moving instead of stalling the whole drain on one bad ticket.
Voice AI
- The Attendant now runs a silence detector before handing a call off, so a caller who has gone quiet is no longer promised a transfer that never happens. If the Attendant falls back to Overflow, the same detector applies there.
- When a caller escalates out of the Attendant, Voice AI no longer runs an existing-ticket lookup on the way out, matching the Voice Shield behaviour on unverified callers.
Integrations
- Autotask ticket descriptions and notes now have invisible zero-width characters stripped before they reach the PSA, cleaning up occasional formatting oddities carried in from copy-and-paste.
- The Autotask
EmailSuppressUDF is now always set when a technician forces a reply to send by email, so the outbound email actually goes out even on tickets that were previously set to suppress. - PSA company-type renames now propagate to the local catalog on the next sync, so a company type renamed in ConnectWise or Autotask doesn’t leave stale labels in Thread.
UI & UX polish
- The Admin PSA Settings tab now confirms every save with a toast, so it’s clear when a change has been written.
- The workspace business hours page now has a back button so it’s one click to return to the workspace settings.
- Inbox tables now render with a consistent skeleton state while data loads, and column sort and filter-bar interactions have been tightened up.
- The overall border radius across Admin and Inbox has been refreshed for a slightly softer, more consistent look.
Voice AISuper MagicAssistive AIMessengerUI & UX
SLA becomes XLA, safer Voice AI outbound setup, and a rounder Super Magic history
SLA is now XLA across the product
- Service level agreements are being renamed to Experience Level Agreements (XLA) across Admin, Flows, and Inbox filters. Existing profiles, timers, and configurations carry over unchanged — only the wording is updated.
- The No SLA filter option in Inbox is now labelled No XLA to match.
Voice AI
- Outbound Calling setup now only offers countries that Voice AI actually supports, and blocks number creation if an unsupported country is chosen — so partners can’t get stuck configuring a number Voice can’t dial.
- Outbound calls placed from Australia and New Zealand now fall back to the correct regional trunk, matching the behaviour already in place for the EU trunk.
Super Magic
- Super Magic history now separates flow-triggered runs from user chats, so the conversation list stays scoped to what a technician actually chatted about instead of being flooded with automated runs.
Assistive AI
- Fixed a bug where Magic Title would fail silently when the model returned an unexpected response shape. Auto-titling now handles off-schema output gracefully and keeps generating titles.
Messenger
- The Messenger web widget now shows the correct bot avatar while a bot is thinking, and the “thinking” text has been refreshed for consistency.
UI & UX polish
- The new-thread composer no longer sends invisible zero-width characters when opening a fresh thread, which was causing occasional formatting oddities in downstream PSA notes.
- Time-entry pickers in Inbox (Timepad) now cover the full 24 hours, so plans, appointments, and time entries can be logged at any hour of the day.
- Merlin’s search screens and the intent catalog table now show a friendlier empty state when no results match, instead of a blank panel.
- Auto-Dispatch team lists in Inbox now refresh automatically when a team is added, removed, or renamed — no more stale dropdowns after Admin changes.
Auto-DispatchVoice AISuper MagicIntegrationsMessengerInboxUI & UXSecurity
Auto-Dispatch push controls, Voice on ConnectWise, and Super Magic reliability
Auto-Dispatch
- Auto-Dispatch now respects a per-member “exclude from dispatch” setting: excluded members are skipped by push and pull assignment, and their own availability toggle is disabled so they can’t accidentally opt back in from the Inbox.
- A PSA failure on a single ticket no longer stalls the rest of the push queue — Auto-Dispatch isolates each ticket’s PSA call so the drain keeps moving.
- Push profiles can now be saved on a board that has no additional active statuses configured, matching how the rest of the profile editor behaves.
- Auto-Dispatch validation errors in Admin are now worded the way the UI reads (matching the labels partners actually see on the profile page), and the fallback status is only validated when the no-technician action is set to move the thread.
- Merged child tickets no longer count toward a technician’s active-ticket total. Auto-Dispatch capacity checks now treat the merge parent as the ticket being worked, so techs stop being marked at capacity because of tickets they already merged away.
- Excluded boards that go soft-deleted (for example, when a PSA sync temporarily can’t see them) are now kept in the exclusion list when the exclusion page is saved. If the board comes back on a later sync, it stays excluded instead of quietly re-entering dispatch.
Voice AI
- Voice AI dynamic routing now works on ConnectWise. Thread can sync selected ConnectWise company custom fields, and the Attendant routes on the field captioned Pod Phone — the same pattern HaloPSA already used. Nothing syncs or routes until a partner is explicitly configured, and existing HaloPSA behavior is unchanged.
- Voice Attendant now falls back to the company’s default contact when the caller can’t be identified, matching how Overflow already behaved. Configure the default contact per company from the Voice admin.
Super Magic
- Super Magic
search_ticketsnow surfaces the parent of a bundled ticket instead of returning children as standalone tickets, so ticket counts and action-item lists match what partners see in Inbox views. - The schedule tool now explicitly states that it carries no location data, so Super Magic stops guessing an on-site vs. remote answer from context.
- Super Magic no longer reports a contact as missing when the contact already exists on the ticket’s company, cutting a common source of noisy “create contact” suggestions.
- Flow-triggered Super Magic runs can now list ticket categories before setting one, so setting a ticket category from a flow resolves to a valid category instead of failing on lookup.
Integrations
- When HaloPSA rejects an assignment (for example, the agent is inactive or lacks the right team), the rejection reason from Halo is now surfaced back through Magic Agents’
update_tickettool so techs and agents can see why the assignment didn’t take. - ConnectWise agreement activity is now reconciled after each sync, so time entries and additions posted against an agreement stay in step with what ConnectWise reports.
- Re-opening a ConnectWise ticket in Thread now also re-opens the ticket’s assigned resources on the ConnectWise side, so the ticket comes back with the same owners instead of unassigned.
- PSA note creation no longer retries after a client-side timeout on Thread’s end, which was causing the same note to land twice in the PSA when the first attempt had actually succeeded.
Messenger
- The Messenger passwordless OTP endpoints are now rate-limited to blunt credential-stuffing and enumeration attempts against the sign-in flow. No configuration change is required.
- Group-chat instructions are hidden in the Teams Messenger install flow when group chats are disabled for the tenant, so partners don’t see an “Open” step they can’t complete.
MCP
- Broadened the MCP OAuth dynamic client registration allowlist to cover more identity providers and MCP clients out of the box, so first-time OAuth connects from those clients complete instead of failing at the redirect step. Rejected redirect hosts are now logged so we can add new ones faster.
UI & UX polish
- Team Home now has a Members table that shows each member’s dispatch availability at a glance, with a pull-variation column and a sync row so admins can see who is set up for push vs. pull.
- Dispatch toggles in the Members list now render as a dash when they’re inert (for example, when a member is excluded from dispatch), instead of showing a toggle that does nothing.
- Refreshed styling across the Members section of Admin.
- Inbox views now render a proper blank state when filters return no threads, instead of an empty list with no explanation.
- The integrations client list gained sortable Domain and Last updated columns.
- Fixed escalation-words tag rendering in the thread header so long or multi-word phrases display cleanly.
- Fixed a broken thread link in approval emails sent from Messenger.
- PDF attachments no longer take over the Inbox desktop app window when they open.
Security
- Rate limits added to the Messenger passwordless OTP endpoints as part of ongoing SOC 2 hardening. Security-only note — no partner action required.
Voice AIIntegrationsAuto-DispatchSLAFlowsMagic AgentsAssistive AIMessenger
Thread MCP goes GA, more Voice AI controls, dispatch and SLA fixes
Voice AI
- International Outbound Calling is now generally available for supported international Voice workspaces, after the Voice team confirms eligibility and completes number provisioning.
- Partners using Outbound Calling can now tune the speed and volume of each agent’s consent message. Nothing changes until they adjust a slider.
- We’re gradually testing an improvement that helps Voice preserve the correct company when the exact caller cannot be identified. It is currently available to a limited group while we monitor the results, so we can’t promise availability or timing yet.
- Fixed a crash that could occur when a caller’s identity was confirmed out of order during an overflow call.
Integrations
- Thread MCP is now generally available — live for all partners today.
- Added per-company rate limits to Thread MCP to keep it stable as usage grows.
- Added device-class filtering to NinjaOne device search.
- Fixed ImmyBot device field mapping so computer details reflect the real API response.
- Fixed a couple of spots where a ticket’s PSA ticket number wasn’t showing up correctly.
Auto-Dispatch
- Fixed edge cases where excluded boards weren’t being filtered out of auto-dispatch correctly.
- Fixed the enable-dispatcher toggle on the config page so it saves automatically instead of reverting.
SLA
- Fixed response-deadline calculations so they re-anchor correctly in both directions.
Flows
- Flow tools now clearly state when time-based triggers aren’t supported, instead of failing silently.
Magic Agents
- Reminder Agent now surfaces configuration gaps directly in the thread, so techs can spot missing setup faster.
- Reminder closures now evaluate against the company’s timezone, keeping reminder times accurate.
- Fixed an issue where approval webhooks could get stranded when no intent was set.
Assistive AI
- Fixed role identification in approval email recaps.
Messenger
- Added emoji reactions to Messenger conversations.
UI & UXSLAAuto-DispatchMessengerVerificationSuper MagicIntegrationsVoice AIMagic AgentsInboxSecurity
Customizable My Inbox, sharper SLA controls, and a wave of reliability fixes
UI & UX
- My Inbox now supports custom filters, saved views, and column customization — generally available to all partners.
- Contact and company type now show as badges on the ticket contact card.
- A round of small polish across Inbox and Admin: fuller board status lists in dropdowns, clearer Board exclusion page copy, centered icons in the Display options toggle, adjusted column widths for readability, and larger confirmation-card text.
- Fixed Planner’s triage filter pills spilling outside their column, and refreshed the My Inbox page icon.
SLA
- SLA filter options now only show choices that are actually possible for your workspace’s PSA.
- The Save button in SLA settings now spells out that it applies your changes.
- Duplicate-condition warnings in SLA settings now appear as a toast when you save, instead of inline.
- Status pickers in SLA timer controls are now searchable and sorted alphabetically.
- Fixed SLA target changes not applying correctly to paused timers once they resume.
Auto-Dispatch
- Auto-dispatch dropdowns and status-mapping lists are now alphabetized for easier scanning.
- Auto-dispatch now checks candidate availability when you save an assignment profile, catching misconfigurations immediately instead of later.
Messenger
- Improved navigation to the new-ticket screen.
- Fixed a Messenger sales-flow issue where the chat spinner could get stuck and new contacts could be assigned to the wrong company.
- Fixed Twilio channel connection issues that could surface raw, confusing error messages instead of a clean one.
- Fixed @mention autocomplete hijacking the Enter key while composing an embedded email.
Verification
- OTP verification code emails now support your custom branding.
Super Magic
- Fixed Super Magic time entries being rejected for blank Autotask summary notes — these are now retried automatically.
- Fixed AI preamble text leaking into automatically written time-entry summaries.
Integrations
- New ConnectWise ticket-level attachments now appear directly in the ticket’s chat feed.
- Fixed reconnecting Outlook not restoring a previously saved configuration.
- Fixed ConnectWise board sync breaking after a board was deactivated and reactivated.
- Cleaned up raw HTML and embedded images cluttering Hudu search results.
- Tickets converted to a project in your PSA are now automatically removed from Thread.
Voice AI
- Voice AI now backfills a call’s contact when only the company can be matched, instead of leaving it blank.
Magic Agents
- Admins can now choose a higher maximum for active threads, up to 80.
- Fixed Triage Agent resolving dates in the wrong timezone — it now uses the workspace’s timezone.
Inbox
- Fixed Timepad notes leaking across tickets when navigating quickly between them.
- Fixed broken “View Thread” links, lost recap detail, and outright failures on approval emails.
- Fixed new messages not appearing in real time on closed tickets.
Security
- Updated core crypto, networking, and gRPC dependencies to resolve flagged vulnerabilities.
Voice AISLAAuto-DispatchSuper MagicFlowsIntegrationsUI & UXSecurity
Steadier Voice AI, holiday-aware SLAs, dispatch availability
Voice AI
- Added a custom Cartesia voice for Thread Help’s inbound agent.
- Caller ID now carries through on attendant transfers, and the agent resolves a company’s default contact before creating a ticket so calls land on the right record.
- Fixed attendant IVR menus going permanently unresponsive after a single wrong keypress, and stopped callers being stranded in silence when DTMF handling errored out.
SLA
- Due-date calculations are now holiday- and closure-aware.
- The response timer exposes elapsed time so Inbox stepper shows real remaining time, and the stepper now reflects progression and a breached-when-done state.
Auto-Dispatch
- Per-team online/offline availability for push assignment, with availability dots and a toggle in the teams nav and push test panel.
- Added Priority as a scope filter, and scoped the push-exclusion dropdown to the selected dispatch teams.
Super Magic & Flows
- Stopped false prompt-injection flags on normal messages.
- A flow can now trigger a linked flow after an intent runs, with a linked-flow picker in the intent builder and a refreshed flow-canvas design.
Integrations
- Autotask now returns a readable message when a time entry requires summary notes, ConnectWise callbacks deactivated during a sync are automatically reactivated, and members show as the ConnectWise first-note author on Inbox tickets.
UI & UX polish
- Flow-block header gradient and card styling refinements across the Super Magic Agent action cards.
Security
- Patched high-severity CVEs across backend and frontend dependencies.
Voice AISLASuper MagicMessengerFlowsIntegrationsMagic AgentsInboxUI & UXSecurity
Smarter contact matching, Response Timer V2, modern Slack app
Voice AI
- Rolled out contact-mapping v2 for sharper caller-to-contact matching (E.164 with formatted fallback, optional M365 contact-phone sync), with M365-sourced phone numbers now labeled in Inbox.
- Ticket-creation failures from a bad board or service source now return a stable error code, long call-feedback notes no longer error, and SIP trunk test connections accept an extension.
SLA
- Response Timer V2 stops the response SLA timer on a member’s first reply.
- Board-scoped the open-ticket sweep with an actionable over-limit message, made Stop-Response-Timer statuses optional in setup, added board-volume feedback on save, and showed the SLA profile name in the stepper tooltip.
Super Magic
- New
get_next_threadandlist_schedule_entriestools, view creation restricted to admins, and time entries and “current time” now render in the correct timezone. - Snippets & Preferences adopt the Super Magic look, the composer auto-focuses, a branded Thread loader covers loading, and streams stay in their own chat when switching tabs.
Messenger & Teams
- Links in Microsoft Teams responses are now absolute, leaving a group chat stops PSA updates, reactions resolve against the MSP workspace, assigned members are notified of reactions on their own notes, and the gray background behind the pizza tracker was removed.
Flows
- Flow builder refinements: add/remove actions from a cleaner dropdown, delete a Slack/Teams channel step in place, consistent card styling, and agent-created flows render correctly on reload.
Integrations
- The modern Slack Companion App is now agentic with threaded conversations and reactions, notifies secondary assignees, and shows agent statuses.
- NinjaOne API errors are classified and surfaced clearly in Super Magic tools.
Inbox & UI polish
- New sound settings, a fix for nav themes not displaying correctly, a Timepad “/snip” hint with un-cropped snippets, contact-details and sentiment-card polish, an Edge filter-display fix, a guard against unintended navigation on drag, and Inbox Desktop v2.2.2.
- Added a Triage Agent onboarding dashboard so partners can track setup at a glance.
Security
- The audit-logs endpoint now requires an admin role; vulnerable packages bumped to patched versions.
Auto-DispatchSuper MagicVoice AIIntegrationsSLAMagic AgentsAssistive AIInboxVerificationUI & UX
Auto-Dispatch push mode, SIP Trunks admin page, more integrations
Auto-Dispatch
- Introduced push (auto-assign) end to end — data model, runtime (trigger, member selection, assignment, and fallback), a config page, a presence endpoint, and a ranked-technician dry-run test panel. Added a Source scoring factor and a push internal-note + activity log.
Super Magic
- Admins can promote a personal skill to a shared one, and Connectors and Skills moved into the Magic navigation.
- Super Magic can reassign tickets across client companies, include time
entries in ticket search, edit existing flows via an
update_flowtool, and supports custom NinjaOne instance URLs. Output limit doubled to 4,096 tokens. - Excludes disabled-board tickets from search, surfaces available priorities when a search matches nothing, and honors approved write tools for the Run Skill flow action.
Voice AI
- Shipped the SIP Trunks & Caller ID admin page with a unified test connection, plus SIP root-CA change detection with partner notification and a scheduled certificate refresh. Recording-storage validation limited to voice-supported countries.
Integrations
- New ImmyBot RMM integration with Super Magic tools; ConnectWise Automate and ConnectWise RMM (Asio) read-only access in Super Magic; Beta tags for ImmyBot, ConnectWise RMM, and Automate; NinjaOne integration moved to its own detail page; Autotask Send by Email enabled globally.
- Microsoft Teams reactions are delivered into the conversation in Inbox.
Magic Agents & Assistive AI
- SLA response and resolution timers pause while the Triage Agent is engaged; the Reminder Agent respects holidays and custom closures.
- Auto-generated ticket titles use the company’s timezone for dates.
- Multi-step intents with continuation tokens.
Inbox & UI polish
- Removed the legacy Channels UI, added per-row “Sync from PSA” for members and contacts, wired Threads-Opened sorting in Client Intelligence, suppressed the PSA-sync toast for non-PSA members, and revamped External Tools & Super Magic settings. Band-driven SLA stepper icons replaced the title timer.
End-user verification
- Tracks Twilio SMS delivery status and captures device, IP, and contact email per challenge.