Contacts using Messenger Desktop for the first time will now see a polished welcome screen - featuring their MSPs name and branding - that gives more context behind Chat and how to use it.

We've redesigned notifications to power a real-time, multi-player inbox experience. Track the most important alerts with the latest notification upgrade:

: Receive push notifications, badges, and audio alerts when a teammate @mentions you or assigns you as the owner, making it easier to coordinate and collaborate instantly.

: You'll now see unread badges next to threads and channels with new activity, letting you keep tabs on any changes while you were offline. Opening up an unread thread marks it as 'read'.

: Choose from four channel-specific settings to adjust how broadly or narrowly you'd like to be alerted. Click the ellipsis icon (•••) next to each channel to personalize.

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We’ve long heard from Partners that some notifications can feel noisy while others feel surprisingly underrepresented. The latest update helps power a modern, real-time experience for you and your team.

Ever made a change in your PSA that didn’t seem to carry over to Thread? We’ve been there a few times.

Admins can now manually re-sync their PSA integration with Thread via the Admin Center. This makes it easy for Service Managers to ensure that their workspace reflects the latest changes to their PSA’s contacts, members, agreements, and SLAs.

We noticed how frequently Partners would reach out to us asking for resync help. This update aims to make it easier for you to self-resolve PSA sync issues without requiring Thread Support (although we’ll always be there for you).

Admins can manually re-sync Thread with their PSA by navigating to Admin > Integrations > PSA > PSA Sync sub-tab and clicking any of the Sync Now options.

Admins can now build flows using the well-embraced “Is blank” and “is not blank” operators, making it easy to design channels based on whether threads have no owners, lack assignments or sites, have at least one resource, or have a characteristic that’s best represented in “something or nothing” terms.

For example, a common use case we’ve seen that utilizes these operators is to build an “Unassigned threads” channel where the “Owner” field is set to “Is blank” followed by an “Assigned threads” channel where “Owner” is set to “Is not blank”. This helps Service Managers more easily find ownership for newly created threads without navigating across many channels.

Let us know how you’re using the new “Is Blank” and “Is not Blank” operators!

Representing one of our most requested features, Admins can now set the time zone for a Flow within the Admin Center, enabling them to more effectively design Channels and Flows around custom office hours and other non-standard activities that are common during the holiday season.

Without the ability to customize time zones, we’ve found that Admins who manage activities outside of Eastern Standard Time - the default time for Thread - find that their holiday flows aren’t quite matching their designs. This update solves this head-on.

We’ve long heard from Admins that the process of setting up Inbox’s Slack or Teams Companion Apps can be a bit confusing. In this release, we solved a collection of smaller updates that combine to simplify the process for Admins. In this update, the Installation Wizard:

Inbox now updates instantly when a user changes which agreement or contract is tied to a thread from either Inbox or the PSA, making it easy for Inbox users to track their work correctly, avoid conflicting edits, and correctly bill users for the work accomplished.

Actions taken by CoPilot Auto-Prioritization and Auto-Categorization, Thread’s AI assistant, are now logged to the PSA as internal notes. This makes it easier for PSA users to audit when CoPilot adjusts the Priority or Category fields and to better understand the context behind that change.

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Fueled by strong customer demand, Partners can now ignore preset prompts for CoPilot Auto-Categorization. This makes it easier for Partners to auto-magically prioritize incoming threads without having to perfectly match Thread's standardized definitions.

[A pro tip: We recommend that Partners create a "catch-all" Custom Rule as a way to help avoid overly creative priority scores when an Impact-specific prompt is ignored]

This update includes multiple "fast follow" updates to last week's Agreements release:

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Since the beginning of Thread, Partners have been vocal about the importance of Agreements. Problem, meet solution.

Inbox users can now view the Agreement or Contract tied to a thread within Inbox! This update makes it easy for techs and Service Managers to design their response and resolution approach to match the service contract with that customer.

To get started, open a thread within Inbox and expand the PSA Actions card in the right sidebar.

This update is available for all PSA Integration partners.

🛠️ : ConnectWise users must have the correct permissions in place for their API User to access real-time Agreements details. Follow these instructions to become fully enabled.

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Autotask PSA integration Partners can now edit the and values associated with TimePad time entries, enabling technicians to more accurately log the nature of their service and bill for the value they're creating. This makes it significantly easier for technicians to remain in Inbox and for Service Managers to ensure that time entries require far fewer edits after they've been submitted.

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Autotask PSA integration Partners can now view and edit the location or "site" of a given thread, helping technicians provide faster and more deliberate service for customers whose business operates in multiple locations. This is one of our most requested features from Autotask customers, and it makes sense: Sites help technicians build important context around how they'll "work a thread", particularly when the resolution has a physical element to it (ex: sending a computer, traveling on-site).

TimePad's Manual Time Entry Tool is now smarter and faster 🧠💨. Inbox users can now set their total time worked on a thread through a simple editor without setting a start and stop time range. To use, tab or click on the input at the top-left of TimePad, type the estimated time worked, and hit enter - TimePad will handle the rest.

You can now quickly save time entries from the Inbox sidebar without having to open the expanded and full-height TimePad view. This makes it simple to write time entries quickly and move on to the next thread, particularly for techs who don't need to customize fields like "Work Role" or review previously submitted time entries.

This is easily our most requested ask since launching our redesigned Inbox - thank you for the feedback! TimePad is getting smarter and less intrusive 💪.

The collapsed and expanded TimePad cards now support the Snippets action command by typing the character in the TimePad composer.

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Channel Filter selections in Inbox are now "sticky" and remain applied as you navigate across different channels. Multi-tasking and busy Inbox users, we see you!

This is a great example of a "small ask" with a large degree of demand. Since filter settings would previously reset every time an Inbox user opened up a different channel, we've learned that fast-moving techs and dispatchers would frequently need to slow down and re-apply filters as they navigated across Inbox. This fix aims to help users move as quickly as they'd like.

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Inbox users can now search for contacts directly from the Inbox > Contacts page by entering their email addresses in the search field. Given that email serves as a widely accepted identifier for individuals, the addition of "search by email" support lets techs locate contacts and complete their tasks faster and with fewer sub-tasks.

TimePad in Inbox now automatically populates the Work Role and Work Type values for each thread based on the values for the PSA ticket. This update reduces the need for technicians to make multiple clicks and selections to fill in these required time entry fields. The Work Role and Work Type fields are crucial for technicians to describe the style of support provided for contacts and are commonly used for billing purposes. With this release, MSPs can more accurately charge for the value they create for their end contacts, alleviating end-of-month billing-related anxieties often faced by MSPs.

Admins can now build Flows based on a new "Member Name" field, enabling them to build channels and design Flows actions based on whether threads include non-assigned member resources.

This update targets one of our most requested asks since the launch of : Enable Service Managers to create channels that highlight conversations that members are not just direct owners of but are mentioned in as a non-assigned resource. Since technicians can be tagged to threads as resource members, and since this assignment has a more flexible and informal sense of accountability compared to the structured 'owner' role, Service Managers can now better monitor how many threads to which a tech is directly or indirectly responsible.

Inbox users can now quickly copy the contact's email and phone number to your clipboard without opening up their native Mail or phone handling app on their computer. This is a tiny adjustment that has received a ton of upvotes: Inbox users are more frequently copying information into other web-based products like Thread and are less frequently deep-linking into an installed Mail or Phone application.