Changelog
Follow up on the latest improvements and updates.
RSS
We've redesigned the navigation to make it easier to find what you need — plus new ways to make it your own.
What's new
- Refreshed layout: the nav has been reorganized for faster, more intuitive access to your tools.
- Themes: choose from new visual themes to personalize your workspace.
- Customization: reorder sidebar items, show or hide sections — set up your nav the way you work.
Good to know
- All existing features and functionality are still there — just organized more clearly.
- Customization is per user — reordering sections, showing/hiding items, and theme changes only affect your own view, not other members of your workspace.
Where to find it:
Inbox → Your Avatarnew
Admin
📅 Holiday and Custom Closures
You can now tell clients when your team is unavailable beyond regular business hours. Set your closures once and Thread keeps Messenger, auto-responses, and the Reminder Agent behaving correctly through every holiday, automatically.
- Holiday closureswith schedules that carry forward and auto-adjust to the correct date each year.
- Custom one-off closuresfor company events, training days, or weather
- Client-level overridesfor deployments that don't follow your default hours
- Messenger bannerduring closures showing the holiday and when you're next available, plus a customizable out-of-office message on new chats
- Reminder Agentpauses during any closure — no pings while you're off
Available now in
Admin → Workspace Settings → Business Hours.
Help documentation here
new
Inbox
Voice
Admin
🎉 Voice AI - Outbound Calling is LIVE
Technicians can now place calls directly from Thread Inbox — recorded, transcribed, and dropped into the ticket automatically.
- Click-to-call from the contact panel
- Your caller ID displayed to customers regardless of what number your tech calls from
- Recording + transcription directly in the ticket
- AI summaries and Super Magic transcript access
- Pause/resume transcription anytime
How to Configure
Admin setup
- Create an Outbound agent in Admin
- Add and verify at least one caller ID number
- Toggle outbound calling on
Making calls
- Click to call from the contact panel in Inbox
- Select your agent, caller ID, and the number you want to be reached at
- Click Place Call — Thread rings you first, then connects the customer
Techs can call from any number — direct line, extension, or personal device — and still display your verified main number to customers.
Check out the help docs here.
TIP
: Before making any outbound calls, re-sync your Members and Contacts to have the most accurate contact information.Watch the demo: https://www.loom.com/share/bb92b1d011f145009d879e7a9a19b6d6
What's New
- Pause and resume transcription during active calls
- End call button in Inbox to unstick calls that don't disconnect properly
How It Works
Pausing transcription
- Available during any active call in Inbox
- Use it to keep sensitive information out of the transcript
- Note: pausing stops the transcript only — the call continues to record
Ending a call
- The technician who started the call (or the ticket assignee for inbound) can end it
- Any admin can end a call at any time
- After 24 hours, anyone on the team can end it — so stuck calls don't linger
📊 Six dashboards, built for your team:
📈
ROI Value Realization
— See the measurable value your team is gaining from Thread — ticket deflection, time saved, and impact at a glance.🎯
Assistive AI Accuracy
— Track how consistently Thread's AI makes the right ticketing decisions across your entire service desk.🤖
Triage Agent Summary
— Visibility into how the Triage Agent is engaging with tickets, improving responsiveness, and supporting your team.💬
Messenger (Chat)
— A real-time view of active Messenger deployments across your organization — who's using it, and how.📞
Voice AI Summary
— Call volume, duration, CSAT, ticket creation, and company breakdowns — everything about your Voice AI in one view.👥
Service Team Performance & AI Usage
— Ticket outcomes, resolution quality, reopen trends, and Magic AI usage patterns — all together.🔓 Now available to Team Admins — Head to Admin Panel → Analytics to explore all six dashboards today.
new
Voice
Admin
Full Call Transcript Sent to PSA as an Attachment
The complete call transcript now lands directly on the PSA ticket as a .txt file, so partners get the full back-and-forth in their PSA without us fighting note-body character limits.
Where to find it:
Open the Voice AI ticket in your PSA → the transcript is in the ticket's attachments/filesWhy it matters:
Now you can use the full transcript in your custom workflows, work right inside the PSA without context switching, or download it and run it through your preferred AI.new
Magic
Admin
Magic 2.5
🧱 🔧 New Triage Agent Custom Rules 🤖
Custom Rules just leveled up. Instead of one freeform block of text, you can now build structured, testable rules.
What's new?
- Structured rule cards: draft up to 10 rules, 5,000 characters each
- Targeted scope: scope each rule to specific clients or contact types
- Test before you ship: validate in the Emulator before publishing
- Safe migration: your existing freeform rules stay live until you choose to move over
Where to find it:
Admin -> Triage Agent -> Custom RulesDefault: nothing changes until you opt in. Current freeform rules keep working as-is.
.
🎛️ Triage Agent Client Access: Contact Filtering + Request Blocking 🤖
You now have finer control over which requests the Triage Agent engages with, beyond companies, boards, and sources.
What's new?
- Contact filtering: exclude specific contacts, or include/exclude by ConnectWise contact type. Contact-level rules take precedence over company access.
- Request blocking: block by sender domain (wildcards supported, e.g. *.example.com), specific email address, or keywords in the thread title.
Good to know
- Blocked requests still create a thread. The Triage Agent just won't respond or act on it, so a human can pick it up as usual.
Where to find it
: Admin -> Triage Agent -> Client access
How to enable it
1. Go to PSA Sync settings
2. Integrations → PSA → PSA Sync → Manage Sync
3. Open Boards & Categories
4. Find the board you want to exclude using the search bar or scroll the paginated list.
5. Uncheck to exclude
6. Click Save — done
new
Voice
Admin
Released: Voice AI Custom Farewell Message
You can now customize what their voice agent says to sign off at the end of a call, instead of the default goodbye.
What's new
- Custom farewell field: set your own closing message per voice agent
- Works across flows: applies consistently to Attendant, Overflow, and Attendant → Overflow handoffs
- Reset to default: revert to the standard farewell anytime with one click
Where to find it:
Voice → Agents → select an agent → Overflow/Attendant SettingsNotes:
- Existing agents keep the default farewell unless a partner sets a custom one.
- Per-agent setting — changes apply only to the selected voice agent.
Attendant:
Overflow:
new
Voice
Admin
Released: Voice AI Speech Speed & Volume Controls
Partners can now configure speech speed and volume per voice agent from the agent’s General tab.
What’s new
- Speech speed slider: adjust from 0.6x to 1.5x, default 1.0x
- Speech volume slider: adjust agent voice volume from the same section
- Preview support: preview reflects the selected voice and pending speed/volume changes before saving
- Per-agent settings: changes apply only to the selected voice agent
Where to find it:
Voice → Agents → select an agent → General → Voice settingsNotes:
- Speech speed applies to previews and live calls.
- Speech volume works reliably in preview and is sent to Cartesia for live calls, but perceived volume on phone calls may vary because downstream telephony systems can normalize audio.
Existing agents keep their default behavior unless a partner updates the settings.
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