Changelog
Follow up on the latest improvements and updates.
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new
Magic 2.3
🔄 Cancel Approvals via Slash Command: More Control in Chat 💬
Members can now
cancel approvals directly from chat
in Inbox
, using a slash command—ideal when a request becomes irrelevant or an approver is unavailable. It’s a small shortcut with big impact on speed and flexibility.What’s New?
- 💬 Cancel active or pending approvals from Inboxwith/approval cancel
- 🚫 Prevents unnecessary follow-ups when a request is no longer needed
- ⚡ Streamlines workflows by skipping manual intervention
📍 Where to Find It?
- In any chat in Inboxwhere anapproval is active, use the slash command to cancel instantly
.
🛠️ Approval Status Mapping: More Flexible Inbox Workflows 🎛️
Admins can now map approval statuses in workspace preferences to better align with their boards and flows. This gives more customization across teams and clients.
What’s New?
- 🎯 Map approval-related statuses directly in Inbox settings
- 🧩 Align approvals with your board’s status language
- ⚙️ Works across multiple boards and workspace preferences
📍 Where to Find It?
- Inbox→Preferences→Workspace Settings→Status Mapping
.
📊 Intent Usage Count: Know What’s Working ✅
You can now see
how often each Magic Agent intent is used in Thread
. The new “Used
” column gives visibility into what’s driving automation across your PSA—perfect for optimization.What’s New?
- 📈 New “Used” column added to Magic Agents table
- 📊 Helps prioritize and optimize top-performing automations
📍 Where to Find It?
- Go to Admin→Magic AI→Agent Tab→ Check the “Used” column in the table
new
Inbox 1.7
New and improved for
Views
and Insights
- 📈 Layer & retain filters in Insights: Clicking on an Insights chart now applies a Personal Filter, letting you stack multiple filters at once for deeper analysis using Insights or Views filters. Insights-applied filters also stay in place as you navigate to other views—so you can move across Inbox without losing your selections.
- 🎫 Filter by Ticket Category in Autotask: Autotask workspace users can now refine results with a Ticket Category filter for faster, more precise views.
- 🌍 Create Date filter respects timezones: The Create Date filter now matches your workspace’s timezone instead of defaulting to EST—making it easier for global MSPs, especially in APAC, to work in local time.
new
fixed
Inbox 1.6
New from Views: Easier Insights filtering
- 📊 Filter Insights from the table: Insights users can now filter graphs by clicking any table row, making it easier to dive into key data points. Plus, table rows highlight when hovering over chart values, helping users track data more clearly, especially in graphs with many charts.
Fixes
- Accurate thread counts in Views: The number of threads displayed next to each View now consistently matches the actual thread count inside the View. If Display Status is set to All or Done, closed threads are included—making it easier to track real-time counts.
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.
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