Magic LibraryFlows: route and update without a human
A Flow watches for a thread update — a new ticket, a reply, a status change, a board move — checks a condition, and takes an action: reroute the board, set priority, assign an owner, post a note, run a recap. No AI judgment, just deterministic rules that fire the same way every time. The rhythm that keeps Flows maintainable:1
Name the trigger
Decide exactly what update should wake the Flow — new thread, a specific board, a status change. Narrow triggers are easier to reason about than catch-all ones.
2
Write one clear condition
Match on the smallest signal that identifies the case. One Flow, one job — chain several small Flows rather than building one that does everything.
3
Choose the action
Route, reassign, set priority, post an internal note, or fire a recap. Actions that write to the PSA sync straight through.
4
Test on a real thread
Flows only evaluate threads updated after the Flow exists. Add an internal note to an existing thread to nudge it through and confirm the Flow fires as intended.
Status automations: keep the queue honest
Status automations handle the state transitions your team forgets: flip a thread back to In Progress when a client replies to a Waiting ticket, move stale Waiting on Client threads toward closure, or revert a courtesy reply so it doesn’t look resolved. They run on the same update-driven engine as Flows but are scoped to the one job of keeping status accurate — which is what your XLA timers and reporting depend on. Set these up early. A queue where the status always reflects reality is the foundation every other automation and every analytics number sits on.Intents: teach the Triage Agent what to resolve
Where a Flow routes, an Intent understands. An Intent teaches the Triage Agent to recognize a request type — password reset, VPN issue, status check, new-hire setup — and handle it conversationally: ask the clarifying questions, gather the details, and where it’s allowed, resolve and close the ticket in your PSA before a technician ever sees it.1
Pick a high-volume, well-scoped request
The best first intents are frequent and predictable. Create your first intents walks the anatomy: variations (the ways people phrase the ask), arguments (what to collect), and replies.
2
Let the assistant draft it
The Intent Creation Assistance intent is a built-in intent that helps you write intents — describe the request in plain language and it drafts the variations and arguments for you to refine.
3
Add custom rules for the edges
When default behavior isn’t enough — conditional routing, special handling for a VIP or a site — the custom rules beta partner guide shows how to layer rule-based control onto an intent’s judgment.
Intents are admin-controlled. If you’re building them, you (or the admin you work with) need Triage Agent access — the same gate that governs which agent actions Super Magic and Thread MCP can offer.
Flow or Intent — which one?
Next
You’ve automated inside Thread. Next, put the same tool layer outside Thread — in your own AI client, and over the API.Thread MCP, the tool reference, and the API
Connect Thread MCP to an external client, learn the tool reference, and drive Thread over webhooks, APIs, and Rewst.