Changelog

​

Steadier Voice AI, holiday-aware SLAs, dispatch availability

• 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.

• Due-date calculations are now holiday- and closure-aware.
• The response timer exposes elapsed time so the Inbox stepper shows real remaining time, and the stepper now reflects progression and a breached-when-done state.

• 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.

• 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.

• 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.

• Flow-block header gradient and card styling refinements across the Super Magic Agent action cards.

• Patched high-severity CVEs across backend and frontend dependencies.

​

Smarter contact matching, Response Timer V2, modern Slack app

• 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 the 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.

• 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.

• New get_next_thread and list_schedule_entries tools, 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.

• 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.

• 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.

• 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.

• 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.

• The audit-logs endpoint now requires an admin role; vulnerable packages bumped to patched versions.

​

Auto-Dispatch push mode, SIP Trunks admin page, more integrations

• 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.

• 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_flow tool, 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.

• 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.

• 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 Inbox conversation.

• 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.

• 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.

• Tracks Twilio SMS delivery status and captures device, IP, and contact email per challenge.

​

Shareable Super Magic chats, Voice SIP trunks, roles & permissions

• Share chats 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_tickets filters (including parent/child), and Super Magic now runs in Slack.

• 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).

• Push (auto-assign) data model and runtime with a presence toggle in the Inbox, and a flag to disable the Planner.

• New roles & permissions management UI on the role-based permissioning foundation.

• 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.

• 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.

​

Inbox Preferences refresh, Super Magic in Teams, end-user verification

• 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 now runs in Microsoft Teams (24h session expiry, open conversation participation), forwards personal Teams chats, and filters channel messages to @mentions only. Also read-only ConnectWise Automate and ConnectWise RMM (Asio) context, new create_skill/update_skill tools, 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.

• Exposed storage-region options in Voice Agent settings, split the partner trunk from the country 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.

• 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.

• Verify moved into the 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.

• 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.

• 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.

​

New documentation experience