Changelog
Follow up on the latest improvements and updates.
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new
Magic 2.2
📝 Custom Recap Templates: One Feature, Endless Possibilities ✨
Admins can now fully customize how Magic AI generates recaps—unlocking a wide range of use cases beyond basic summaries. Whether you're improving technician handoffs, requesting approvals, or following up with contacts, this feature helps you create clear, consistent communication at scale.
It’s a simple tool with powerful impact—tailored to how your team works.
What’s New?
- 🛠️ Create and manage recap templates in Admin
- 🔁 Choose between internal (team-facing) or external (contact-facing) sharing
- ✏️ Customize the content and structure of each recap
- ⭐ Set a default template for consistency across threads
- ✅ Optionally mark threads as resolved when recaps are triggered
- 💬 Trigger recaps from the Inbox and flows with a template selection dropdown
📍 Where to Find It?
- Go to Admin→Magic AI→Recap Tabto manage templates and settings
- Use the "Recap"buttondirectly fromInbox→Actions→Magic→Generate Recap Template
- You can also add it to a specific Flow!
new
Magic
Magic 2.1
Magic Agent Emulator Update: PSA-Based Client Switching! 🚀
Admins can now
toggle between different clients, contact types, and company types
in the Magic Agent emulator
, based on their PSA configuration
. This feature allows for more accurate intent testing
, ensuring that outcomes reflect real-world client variations.What’s New?
- Switch Clients, Contact Types, and Company Typeswithin the emulator
- Real-time updates—no need to reload the emulator
- PSA-Specific Display Logic
📍 Where to Find It?
- Go to Admin→Magic AI→Agent Tabandstart testing!
.
Separated Chat & Email Timeouts: Improved Response Handling ⏳ 🤖 ➡️ 👨🔧
Admins can now
set separate timeout durations for chat and email responses
in Magic Agent
. If a contact doesn’t respond within the specified time, the request will automatically handoff to a technician
, ensuring timely follow-ups.What’s New?
- Independent timeout settings for chat and email
- Automatic technician handoff if no response is received
- Better handling of email delays, allowing more time for replies
📍 Where to Find It?
- Go to Admin→Magic AI→Agent Tab→Settings Tabandset the timeout duration.
new
Inbox
Inbox 2.5
New for
Views
🎯
More powerful Status filtering
: The Status filter now supports "contains
" and "does not contain
" operators, making it easier to filter threads across multiple boards with shared keywords (e.g., “new,” “waiting on”). This is especially helpful for XL Partners managing many boards.🚀
More discoverable Views Insights
: Views Insights are now easier to find within Inbox, helping more Inbox users access and leverage real-time analytics.👀
No more hidden content
: All Views content remains visible when the Insights panel is open in both Inbox and List layouts.Improvements to
Views
- Status filter sorting: Status values now align with PSA sequencing, with active-related statuses at the top and closed-related ones at the bottom for quicker access.
- Timezone-aware timestamps: The Updated At and Created At fields now display in the Inbox user’s local timezone instead of defaulting to EST, eliminating the need for manual time conversions.
- Cleaner filter menus: Personal (“local”) filters no longer appear when creating a new view from an existing one via Save > “Create new view”, keeping things organized.
- Chronological Create Date Insights: The Create Date slice now correctly displays dates in order, making timeline analysis easier.
- Filters carry over in new views: When saving a new view via Save > Create New View, the original filters and Personal Filters now appear as expected in View Mode.
General updates
- 🌍 Time zone controls for Inbox: Admins can now set a default time zone for their workspace, laying the groundwork for future updates that will align date-dependent tools like Create Date filters, Planner settings, and audit logs to match an organization’s time zone—especially useful for APAC MSPs. (Note: No features are tied to this setting yet, but future updates will connect them!)
new
Inbox
Inbox 2.4
Filter by
Magic Agent
statusInbox users can now filter threads by Magic Agent status in Views, making it easier to see where Magic Agents are active or have handed off to a technician. This is especially helpful for Partners who have enabled Triage Agent for specific customers and want to monitor those conversations more effectively.
new
Inbox
Inbox 2.3
Improvements to Views Insights and
List Layout
New tools and behavior for Insights:
- 📅 Slice by Create Date & Company: Track when support requests are created and easily identify which companies are generating the most requests.
- 🖱️ Click to filter: Drill deeper into specific questions by clicking slice values directly within the Insights table.
- 👀 Improved readability: Insights now display all content within the page, without scrolling, and are more responsive to support large data sets, making it easier to scan and analyze without overlapping text.
Updated details in the Views List layout:
- 📅 Planner: See details about a planner event tied to a thread.
- ⏳ Swarm Mode: Track the thread's Swarm Mode SLA countdown.
- 🔗 Linked Threads: Quickly identify when threads are bundled or merged.
- ✍️ Drafts: Easily spot threads with unsent content typed in the composer.
new
Inbox 2.2
Views are now faster and smarter. Here’s what’s new:
- ⚡ Faster filtering: Searching by Company, Contact, and category fields is now 93% faster.
- ✏️ Draft visibility in List view: Easily spot threads with unsent draft messages while in the List layout.
- ⏳ Swarm Mode countdown: A five-minute countdown now appears in List view when Swarm Mode is active.
- 🐛 No more duplicate cards: Threads will no longer display duplicate cards after long Inbox sessions.
Deploying and managing the Microsoft Teams Service is now easier and more capable. Here's what's new:
- 🛠️ Redesigned Deployment Page: The Microsoft Teams service app deployment page now includes Application Name, Last Updated Date, Build ID, and other key details to simplify troubleshooting.
- 🔄 Classic Single-Threading Mode: Admins can now enable single-threading mode for upgraded Microsoft Teams apps, keeping all thread conversations in a single Direct Message with an MSP’s service bot instead of creating separate Group Chats. While Multi-Threading remains the recommended approach, this option lets Admins transition their end customers into the upgraded Teams experience on their own terms.
new
Inbox 2.1
Type, Queue, and Category 1 filtering for Views
Users can now filter Views by Type, Queue, and Category 1, making it easier to organize and focus on specific work.
- Type filter is available for ConnectWise-integrated workspaces.
- Queue filter is available for Autotask workspaces.
- Category 1 filter is available for Halo workspaces.
Views upgrades and bug fixes
Views are now more intuitive and real-time. Here’s what’s new:
- 👀 Savable display settings: Users can now save Display tab settings (Layout, State, and Ordering) to a view and apply Personal settings to any saved view.
- 🔎 More intuitive filtering: Filter operators “=” and “!=” are now labeled “is” and “is not” for better readability.
- 🚀 Faster filtering: Filters now automatically include the “is” operator, making it quicker to apply filters - especially with a keyboard-first workflow.
- 🔮 Magic Agents visibility: Users in the List layout can now see when Magic Agents is enabled.
- 📫 Unread threads indicator: Views with unread threads now appear bold (instead of displaying a pink dot) and return to normal when all threads are marked as read.
- 🌟 Magic Agent notes: Views with the Inbox layout now highlight threads where Magic Agents are actively engaged.
- 🎨 Improved readability: Thread details now have better contrast for easier reading.
- Channels sunsetted for new workspaces: Workspaces created on or after Friday, February 14, 2025, will no longer support creating or viewing channels. Flows continues to work as expected with Companion app creation and flow actions.
Bugs
- The Company field now displays correctly in List and Inbox views for threads without a contact.
- Company keyword search fix: Users can now search Views by Company-related keywords and get expected results.
- Inbox refreshing fix: Threads in the Inbox layout no longer refresh unexpectedly, and scrolling now maintains page placement.
- Filter behavior fix: The list of threads in a view now updates correctly after applying and clearing filters.
- Accurate thread counts: The left sidebar now correctly reflects the latest thread counts for each view.
Bug fixes
- Consistent Done status behavior: Threads flagged as “done” by the PSA will no longer reappear for contacts, or become visible if they were previously hidden, when their status changes to another “done” status.
new
Inbox 2.0
Views and Insights
Views and Insights
are now live for General Availability in all workspaces!Views and Insights help Service Desk teams organize and prioritize work. Users can filter and group threads, save custom views, and share them with teammates. Views update in real time, making it easy to track, respond to, and close threads efficiently. Insights delivers real-time reporting visibility: spot trends, load balance teammates, and improve your operations.
- Effortless tracking: Quickly find threads with filters and search.
- Personalized views: Use Personal Filters without affecting team settings.
- Live insights: See workload instantly with built-in analytics.
How to use it
To create a new view in Inbox:
- Open Inbox.
- Go to the Views section in the left menu (under “My Drafts” in the Default Tools section).
- Click the +icon.
- Choose at least one filter, enter a name for the view, and click Save.
To share a view:
- Open the view and click ••• > Edit.
- In the top-right corner, click the participants pill to open View Members.
- Use the search menu to find and add members.
You can also see who has access by clicking the participants pill in View Mode.
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