Your AI toolkit - Thread Docs

Thread’s AI isn’t bolted on the side — it’s woven through the whole ticket lifecycle. Here’s what each piece does for you, and how to put Super Magic to work today.

Working quietly in the background

Feature	What you’ll notice
Triage Agent	New chat and email requests get an instant response, clarifying questions, and info-gathering 24/7 — routine ones can be resolved end-to-end and closed in your PSA before a tech touches them. What reaches you arrives scoped and prioritized.
Magic Title	Ticket summaries get rewritten into clean, consistent, scannable titles.
Auto-Categorization	Type / subtype / item get set from the conversation automatically.
Auto-Prioritization	Priority is assessed from impact and urgency signals in the conversation.
Magic Sentiment	Every thread gets a tone score (0–100), rolled up to a company average — with an Ask Super Magic explainer in your Control Panel.

Memory and knowledge

Contact Intelligence — Thread’s AI memory of each person. When a contact returns, a summary surfaces automatically: devices, past issues, prior resolutions. Review it before you respond — fewer repeat questions, faster fixes. No setup.
Client Intelligence — an automated research assistant that builds knowledge from your team’s real resolutions: in-conversation article suggestions, auto-generated KB articles per client, plus company Notes and Applications so your fix matches their environment.

Magic Recap

Instantly distills a whole conversation into a clear, actionable summary using templates your admins configure (escalation handoffs, incident summaries, CSAT reports). Run it anytime: /copilot → Generate Recap, or Actions → Magic → Generate Recap. Recaps can also fire automatically via Flows. See Magic Recap.

Run a recap before handing a thread to a teammate so they never have to read 60 messages of scroll-back.

Super Magic — your AI agent in Inbox

Super Magic is an AI assistant built into Inbox. Ask it anything in plain language — about a ticket, a contact, a company, a device — and it finds the answer or does the work. Two rules it always follows:

It reads freely. Searching and looking things up never changes anything. Ask away.
It acts only with your confirmation. Before any change, a Confirm action card shows exactly what will happen, line by line. Nothing happens until you click Confirm; confirmed changes are recorded under your name.

Find it via the Magic button in navigation (full-page chat) or the launcher in the top-right of Inbox. It’s thread-aware — open it while viewing a conversation and it already knows that ticket’s context.

Prompts to steal

Show me open tickets for Acme on the Support board
Who is John Smith at Acme — and what do we know about him?
Search the KB for our VPN reset procedure
Is John's laptop online? Any alerts?

Assign this ticket to Sarah and set it to In Progress
Log 30 minutes and add an internal note: replaced the toner, monitoring
Send the client an approval request for the server upgrade
Schedule this ticket for me tomorrow 2–4pm

Recap this ticket, recalculate the priority, post an escalation note listing
what's been tried, move it to the Escalations board, and assign it to Diego.

Log 45 minutes as the resolution with a summary of the fix, post an internal
note with the troubleshooting steps, run a recap, send the client a thank-you,
and set the status to closed.

Good to know. Mass actions are bounded — roughly 30 steps per request, across the newest ~500 tickets; work huge batches in chunks. Dictation shines on long requests. Every chat has its own URL — if your admin enabled sharing, hand teammates a read-only link for handoffs.

Why is a tool missing from Super Magic?

Super Magic only offers tools you’re allowed to use. Write actions are controlled by your admin; intents and flows are admin-only; integration tools (IT Glue, Hudu, TimeZest, Liongard, NinjaOne) appear only once connected; some tools (NinjaOne, and the Linear/Notion/Zapier connectors) need your own sign-in first; and merging tickets is ConnectWise-only. See the Super Magic admin guide.

Last stop: making sure the right things reach you — and knowing what your customers see.

Notifications & what customers see

Tune your alerts, work from Slack/Teams, and understand the customer’s side.

​Working quietly in the background

​Memory and knowledge

​Magic Recap

​Super Magic — your AI agent in Inbox

​Prompts to steal

​Next

Notifications & what customers see

Working quietly in the background

Memory and knowledge

Magic Recap

Super Magic — your AI agent in Inbox

Prompts to steal

Next