Changelog
Follow up on the latest improvements and updates.
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new
Magic 2.11
✨ AI-Powered Descriptions in Auto-Categorization Settings
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
“Generate Descriptions”
. 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.
new
Inbox 2.11
TimePad is even smarter (and sleeker)
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:
- 15-minute default duration (shoutout to AI Service Desk Unleashed for the feedback)
- Set the end time first? We’ll auto-backfill the start time by 15 minutes
- Full dark mode support
Autotask + Inbox: Email Attachments Now Supported 📎📷

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.
new
Magic 2.10
Granular PSA source control for Assistive AI
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
Assistive AI
features todaynew
Inbox 2.10
TimePad 2: The unbreakable time entry tool
TimePad has been completely redesigned to make tracking time faster, easier, and virtually unbreakable:
- 🕒 Manual Time Entry Freedom: Inbox users can now set start and end times manually without needing to start the timer first.
- 💪 Unbreakable Inputs: Time fields now handle common shorthands (e.g., typing 9 becomes 9:00 am), intuitive edits, and even edge cases like setting an end time before the start time.
Improvements
Inbox now remembers your preferences, making it easier than ever to jump in and out while keeping your customizations intact:
- ✅ Left-Side Navigation — Your choice to show or hide it sticks.
- 👥 Planner Member Filters — Keeps your selected members in view.
- 📐 Planner Swimlane Order — Preserves the order you set for member lanes.
- ⏱️ TimePad State — Remembers if TimePad was expanded or collapsed.
new
Magic 2.9
Your new home for managing Assistive AI
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.
New Client Access pages for Assistive AI
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.
Updates and improvements
- Auto-Categorization can now be toggled to run when a thread changes boards, right from the new Triggers section in Settings. This is the first of many new trigger-based controls to give admins more visibility and precision over how Assistive AI behaves.
new
Magic
Magic 2.8
🚀 Magic Agents — New Triage Agent Settings
Making Triage Agent easier to set up and more powerful:
🎯 Quick setup
- No prompting skills needed — easily configure how Magic Agent gathers info, troubleshoots, and communicates.
- Perfect for teams setting up Magic Agents for the first time.
- Test everything live with the built-in emulator.
🚨Smarter escalations
- Define keywords (ex: talk to technician, it's urgent) - Magic Agent will automatically escalate when triggered.
- Customize the escalation message with a prompt field- control exactly how the agent communicates the escalation to end users.
🛠️ Custom Rules (for advanced customization)
- Use Custom Rulesto fine-tune how Magic Agent behaves.
- Rules fully override default behavior for full control when needed.
- Existing partners: your current prompts have automatically been moved to this section.
.
✅ New in Flows: Set Status action
Admins can now automatically change the
Thread Status
as part of any Flow
!This unlocks a ton of automation possibilities:
- 🔄 Set statuses dynamically as flows run
- 📊 Keep threads in sync with your process
- ✋ Reduce manual updates
Now live for all partners 🌍
new
Magic
Magic 2.7
Simpler Magic Auto-Categorization setup and management
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.
new
Magic 2.6
A fresh new look for Magic Prioritization
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.
.
Customizable Magic Agent timeout message
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
customize
message or prompt
it in Admin → Magic Agents → Setting Tab → Timeout Message Section..
🚀 New Flow Action: Set Resource Team (ConnectWise only)
Admins can now assign tickets to a Resource Team directly from
Flows
. New action available in Admin -> Flows -> Action -> PSA -> Resource Team
Perfect for MSPs who need to dispatch work to technician groups at scale.
🌎 This feature is exclusive to ConnectWise workspaces and does not apply to Autotask or Halo.
new
Magic 2.5
✨Chat with Magic just got smarter ✨
Chat with Magic
now have access to richer context across systems, helping technicians save time and reduce back-and-forth. Here’s what they can now see: - 📜 Ticket historyof thecontact and company
- 🛠️ Company configurationsset in the PSA (hardware, etc.)
This means faster resolutions, more relevant responses, and less need to dig through multiple tools!
📍 Where to Find It
You’ll find
Chat with Magic
in Inbox
🌎
Available for all Partners using Magic AI ✨
.
✅ Instant Approvals, Powered by Magic ✨

Approvals
now include a AI Approval Summary
in the email
, giving approvers the key details up front—no need to log in
and they can now approve or decline directly from the email.- 🧠 AI-generated summaryfor fast decisions
- 📨 Quickly Approve/Declinefrom your email
This means fewer delays, faster help for end users, and smoother workflows for everyone.
🌎
Available for all Partners using Inbox and Approvals
Inbox now supports secondary contact details
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.
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