Admins can now generate natural-language descriptions for categories using AI 🧠, speeding up setup and reducing manual work during onboarding and simplifying ongoing categorization management.

From the Auto-Categorization Settings page, just select your PSA boards and click. Magic AI ✨ fills in any missing definitions automatically. Categories with descriptions help the system auto-categorize more accurately and consistently.

🌍 Available now for all ConnectWise, Autotask, and Halo partners.

TimePad now handles tricky time entries more intuitively, especially when you skip AM/PM around midnight. Start at 9:00 PM, end at 10:00? We’ll assume 10:00 PM, not AM - no more accidental 13-hour entries.

Other improvements:

Great news for Autotask users: You can now view file and photo attachments in Inbox when a contact creates a thread via email. This long-awaited update removes a major limitation, giving your team full context right from the start - no more chasing down missing details in the PSA.

While there’s still more to come as we continue deepening our integration with Autotask, this is a major leap forward in handling a very common support desk scenario.

Admins can now fine-tune when Assistive AI runs in the Client Access page by filtering by PSA source, giving MSPs precise control and helping new Partners confidently activate AI in their first day.

We’ve retired the old, confusing “source groups” (Chat; Chat, Email & Phone; Send to Flows) based on feedback, replacing them with flexible, granular PSA sources - a top request that we've seen slow down the onboarding journey for new Partners.

All existing “source group” selections have been migrated to their equivalent PSA sources with no change in behavior. (If a workspace previously used “Send to Flows” as the source group—which disabled the feature in Client Access—their new Sources multi-select will have no sources selected, keeping the feature disabled as before).

🌍 This is available for all features today

TimePad has been completely redesigned to make tracking time faster, easier, and virtually unbreakable:

Inbox now remembers your preferences, making it easier than ever to jump in and out while keeping your customizations intact:

Admins can now manage every Assistive AI feature - Auto-Pri, Auto-Cat, Title, and more - from the centralized Manage Assistive AI page.

This page gives you a bird’s-eye view of what’s enabled and who it’s reaching. From there, you can jump into feature settings and Emulator, or manage client access -all in one place. It’s a clear, streamlined view of our entry-level AI offering, now available to every partner.

Admins can now manage Assistive AI with far less friction - quickly confirming which customers and source groups have features enabled. That means faster onboarding setup for new partners and simpler edits for existing ones.

Making Triage Agent easier to set up and more powerful:

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Admins can now automatically change the as part of any !

This unlocks a ton of automation possibilities:

Admins can now more easily manage Auto-Categorization rules with a new card-based interface.

The update makes it faster to review board-category mappings, simplifies onboarding and post-setup updates for new partners, and follows the familiar card-style patterns used throughout Magic AI - minimizing re-learning.

Magic Prioritization has been redesigned to make setup faster and easier for Admins: less clutter, fewer clicks, and a smoother experience. All the same power - default prompts and Custom Rules - are still available in a cleaner, more streamlined interface.

With this update, brand-new Thread Admins should be able to fly: setting up, testing and turning on Magic-Pri is just a few clicks away.

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Admins can now customize what Magic Agents say when a contact stops responding and the timeout ends.

Previously, Magic Agent shared: "Ok, I will find the next available team member to assist you...”. Now, Admins can message or it in Admin → Magic Agents → Setting Tab → Timeout Message Section.

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Admins can now assign tickets to a Resource Team directly from .

New action available in Admin -> Flows -> Action -> PSA -> Resource Team

Perfect for MSPs who need to dispatch work to technician groups at scale.

now have access to richer context across systems, helping technicians save time and reduce back-and-forth. Here’s what they can now see:​

This means faster resolutions, more relevant responses, and less need to dig through multiple tools!

📍 Where to Find It

You’ll find in

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now include a in the , giving approvers the and they can now approve or decline directly from the email.

This means fewer delays, faster help for end users, and smoother workflows for everyone.

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Customers don’t always reach out the same way - now Inbox is ready for that.

Inbox now displays secondary phone numbers and emails from a contact’s PSA record, so messages from any channel roll up to a single contact. This makes it easier for techs to manage and organize service requests, especially when supporting the same person across multiple accounts.

To update Inbox, go to Admin > Integrations > PSA > PSA Sync and click “Contacts.” And, synced, secondary details will update automatically with any changes in the PSA.