Magic LibraryOverview
Thread is a purpose-built AI service desk platform designed for Managed Service Providers (MSPs). It centralizes communication by connecting your customers, your service team, and your Professional Services Automation (PSA) software into a single intelligent workflow.- Faster response: 24/7 AI acknowledgment on chat and voice, so no customer waits for business hours.
- Smarter workflows: Tickets arrive pre-prioritized, categorized, titled, and routed to the right tech.
- Better context: Full history, past resolutions, and Super Magic search across your KB and tools, in one place.
- Fewer tickets: Auto Resolve, intents, and follow-ups close routine work without a human.
- One system of record: Two-way PSA sync with ConnectWise, Autotask, and HaloPSA. No double entry.
The core products
Thread’s platform is organized around nine solutions:- Magic AI: Background AI that prioritizes, categorizes, titles, recaps, and scores sentiment on every ticket.
- Magic Agents: Conversational AI (Triage Agent, Reminder Agent) that acknowledges, triages, and resolves tickets 24/7.
- Voice AI: AI attendant that answers and places calls, transcribes them, and turns them into PSA tickets.
- Messenger: The customer-facing chat surface across Teams, Slack, desktop, and web.
- Thread Inbox: The technician command center for working tickets, with Planner, TimePad, and PSA sync.
- Companion App: Internal-facing Teams and Slack app that lets your service team see and work tickets without leaving chat.
- Flows: If-this-then-that automation for routing, status changes, notifications, and CSAT.
- Agent Builder: Unattended AI agents that run inside a Flow to take actions on matching tickets.
- Auto-dispatch: Route tickets to available technicians automatically, either pull-based (Next thread) or push-based (Auto-assign).
- Super Magic & Thread MCP: AI assistant plus the Thread MCP server that exposes the same tools to Claude, ChatGPT, Cursor, and any MCP client.
- Service Intelligence: Client and Contact Intelligence — a self-updating knowledge base and per-contact memory Thread builds from resolved tickets.
Thread Inbox
Thread Inbox is your service team’s central command center for managing, prioritizing, and responding to tickets in real time.- Real-time ticket management: Every customer conversation, across channels, in one unified live feed.
- Priority and status views: Filter and sort by urgency, client, service board, or technician assignment.
- Super Magic: An AI assistant built into Inbox that helps technicians resolve tickets faster. Ask it in plain language to search tickets, contacts, companies, devices, and knowledge sources (KB, IT Glue, Hudu, and the live web), then take confirmed actions like updating status, logging time, sending approvals, or rebooting devices via NinjaOne. Extend it with connectors (Notion, Linear, Zapier) or run it unattended inside a Flow.
- Inline collaboration: Leave internal notes and tag teammates without leaving the ticket.
- Planner: The built-in scheduling tool in Thread Inbox. Plan ticket work onto a technician’s day, with two-way sync back to your PSA calendar.
- Auto-dispatch: Route eligible tickets to technicians automatically. Choose Next thread (techs pull the highest-scored ticket when ready, using tunable factors like priority, age, sentiment, and agreement type) or Auto-assign (Thread pushes tickets to available techs based on live workload).
- PSA sync: Every action in Inbox is instantly reflected in your connected PSA.
Messenger
Messenger is the modern interface your customers use to submit tickets and communicate with your team.- Embeddable chat widget: A branded, lightweight widget for your website or client portals.
- Multi-channel access: Customers reach you via Microsoft Teams, Slack, or the web widget — all routed into one inbox.
- Proactive notifications: Customers are kept updated on status changes so they never have to ask.
- Conversation history: Persistent chat history for both the customer and the service team.
- Seamless PSA ticket creation: PSA records are generated and updated behind the scenes as the customer chats.
Companion App
The Companion App is Thread’s internal-facing chat app that lets your service team see and work tickets without leaving Microsoft Teams or Slack.- Ticket notifications in-channel: New tickets, replies, mentions, and status changes post to the channels your team already lives in.
- Work threads from chat: Reply to customers, add internal notes, change status/priority/assignee, and log time straight from Teams or Slack.
- Super Magic in chat: Ask Super Magic to summarize a ticket, draft a reply, or pull knowledge base articles without switching to Inbox.
- One install per platform: Teams Companion App or Slack Companion App — separate from Messenger, which is the customer-facing chat surface.
Assistive AI automations
Magic AI works silently in the background to eliminate manual data entry and triage tasks.- Auto Prioritization: Assigns priority levels based on the context and urgency of the request.
- Auto Categorization: Sets the correct ticket type, issue type, subtype, and affected item.
- Auto Title: Generates clear, descriptive ticket titles from the conversation.
- Auto Recap: Produces concise summaries for escalation hand-offs, resolution notes, or coaching.
- Magic Sentiment: Tracks and scores customer frustration so your team can handle sensitive situations well.
Magic Agents
Magic Agents actively participate in the service workflow to handle repetitive tasks, gather information, and resolve standard requests. Triage Agent: your 24/7 conversational AI for the initial wave of customer requests:- Auto Responder: Instant, customized acknowledgment to the user.
- Automation Triggers: Kicks off external workflows or RPA scripts based on the request.
- Auto Triage: Collects scope, priority, and missing details before a human technician takes over.
- Approval Workflows: Pauses to gather approvals from managers or clients before proceeding.
- Auto Resolve: Executes resolutions for known, common issues without human intervention.
- Listening Mode: Monitors stalled conversations and gently re-engages the user.
- Intent-Based Catalog: Applies custom handling rules for specific request types.
Voice AI
Extend Thread’s intelligence to your phone lines with a conversational AI attendant that answers calls, places outbound calls on your team’s behalf, and turns every conversation into a fully transcribed ticket. Inbound calling- After-hours and first-line support: A reliable answering service when your human team is unavailable, running as either an Attendant or Overflow agent with independent settings for each.
- Natural language call handling: In Advanced mode, the agent gathers the issue conversationally, asks for the caller’s name and company, and only then routes or creates the ticket.
- Automatic contact mapping: Logs phone tickets under the correct contact and company in your PSA using AI caller identification.
- Voice Shield: Screens spam, robocalls, and abusive callers before they reach your team.
- Outbound calling: Technicians place calls directly from a ticket. Thread rings the tech first on any device or extension, then connects the customer with your verified business caller ID, so personal cell numbers stay hidden.
- Verified caller ID: Add and verify any number customers should see; use different caller IDs per region or office.
- On-call paging: A Flow action that cascades outbound calls through your on-call rotation until a technician presses accept, replacing after-hours answering services and pager tools.
- Recorded and transcribed automatically: Every inbound and outbound call lands on the ticket as a live transcript, visible in the Admin dashboard, the Inbox sidebar, and the conversation area.
- Pause and resume mid-call: Keep passwords, payment details, and other sensitive information out of the record.
- Super Magic on the live transcript: Query the transcript during the call to surface docs and past tickets, then ask Super Magic to summarize the call and write a TimePad entry the moment you hang up.
Flows
Flows are Thread’s if-this-then-that automation engine. Build workflows that react to ticket events and take action across Inbox and your PSA — no code required.- Triggers and conditions: Fire on new tickets, replies, status changes, sentiment shifts, SLA breaches, and more, filtered by client, board, priority, tag, or any ticket field.
- Actions: Change status, priority, or assignee; post to Teams or Slack; send email; run an on-call page; trigger a CSAT survey; or hand off to an Agent Builder agent.
- Flow run logs and conversations: Inspect every execution to see which conditions matched, which actions ran, and what the agent said.
- Status mapping: Keep Thread statuses aligned with your PSA’s board statuses as tickets progress.
Service Intelligence
Service Intelligence is Thread’s knowledge and memory layer — Client Intelligence and Contact Intelligence — so every ticket benefits from what the team has already learned.- Contact Intelligence: Stores per-contact memory (such as the devices they use or their communication preferences) available in Inbox and used by the Triage Agent to contextualize responses.
- Client Intelligence: Automatically generates a self-updating knowledge base from resolved threads, with a client overview dashboard, organizational sentiment tracking, and configuration history.
Auto-dispatch
Auto-dispatch routes eligible tickets to the right technician automatically, so nothing sits in a queue waiting to be picked up.- Next thread (pull-based): Techs click Next thread when they’re ready and Thread hands them the highest-scored ticket, using tunable factors like priority, age, sentiment, and agreement type.
- Auto-assign (push-based): Thread pushes tickets to available techs based on live workload, skills, and schedule.
- Availability and work schedules: Techs mark themselves available for dispatch; work schedules gate assignment to on-shift hours.
- Dispatch profiles: Configure per-board or per-client rules for who gets what, with a Team Home view for dispatchers.
Super Magic and Thread MCP
Super Magic is Thread’s AI assistant built into Inbox, and the Thread MCP server exposes the same tools to any MCP client so your team can use Thread from Claude, ChatGPT, Cursor, or their editor of choice.- In-Inbox assistant: Ask in plain language to search tickets, contacts, companies, devices, and knowledge sources (IT Glue, Hudu, KB, live web), then take confirmed actions like updating status, logging time, sending approvals, or rebooting devices via NinjaOne.
- Connectors (Super MCP): Extend Super Magic with Notion, Linear, Zapier, and custom MCP servers.
- Agent Builder: Run Super Magic unattended inside a Flow to take actions on matching tickets.
- Thread MCP server: Connect Claude, ChatGPT, Cursor, or any MCP client to Thread; issue per-tech MCP keys with scoped access.
- Admin controls: Set up access, safety rules, and audit which actions Super Magic is allowed to perform.