Inbox users can now pause and resume ongoing TimePad time entries without logging multiple entries. This simplifies tracking active work periods and prevents over-reporting inactive times, such as pauses between conversations. It’s especially useful for those managing multiple threads simultaneously.

We’ve heard this request often and understand that precise time management is essential for accurate billing and maintaining customer trust.

Ensure a TimePad time entry is active for the desired thread.

🌎

Admins can now choose between two straightforward "chat styles" in Messenger Settings:

We've removed the option to show both styles at once, making it easier for contacts to navigate forward with a single call-to-action.

This change eliminates the confusion and anxiety created by the previous options. Partners often found it difficult to decide between "Live Chat" and the seemingly less premium "Non-Live Chat," even though both were essentially the same.

🌍

Admins can now use the “Agreement Type” field from ConnectWise, and similar fields from Autotask and Halo, to create channels and workflows. This helps organize the Inbox and set up automations based on broader contract categories.

XL partners offer a range of services with different billing and workflows. This update allows technicians to use these contract categories to customize automations and Inbox organization.

Supported Filters:

🌍

Admins now have clearer control over their data syncs and can better understand how Thread syncs with their PSA.

Organized Sync Options: PSA sync settings are now divided into two categories:

Additionally, each sync option now includes a detailed description, giving Admins clarity on how and when their data is updated.

🌍

Single Sign-On (SSO) through Microsoft 365 is now supported in Thread's Inbox Desktop app. Partners can now enable SSO across all Thread Inbox products, ensuring a seamless and consistent login experience for all technicians and all app preferences.

.

Inbox users can now perform key actions— including submitting TimePad entries and updating Agreements— on threads that are missing a contact but are still associated with a company. Previously, these actions were blocked with error messages unless a contact was first added.

This is especially useful for users who manage alert-style threads and workspaces with an Autotask and Halo PSA integration, where tickets are frequently created without a contact.

Admins deploying the Microsoft Teams Service App can now choose from four distinct chat layouts and sizes, giving MSPs more control over how chat is displayed within the Service app. This allows them to prioritize visibility and ensure chat appears prominently, based on their customers' needs.

We’ve received consistent feedback from Partners that new users often overlook the chat feature in their initial sessions. With this update, chat is now easier to discover, helping users engage with the tool more effectively right from the start.

Here's how to get started:

Partners can now enable Single Sign-On using Microsoft 365 for their organization's Inbox workspace, allowing for more secure and faster logins for service members.

This update tackles one of Thread’s most requested features and helps MSPs maintain the same level of internal security they advocate for on behalf of their customers.

To turn on SSO, partners can navigate to Admin > Integrations > Microsoft 365 & Teams app and toggle Enable SSO to . Once enabled, all users can log in with SSO by clicking "Login with M365."

: Inbox users and customers can now see avatar images of the people they’re collaborating with within a thread, making service interactions more personal.

Avatars stay in sync with the service and companion apps you already use, and service technicians can upload a custom avatar to give their account a personal flair - navigate to Inbox > Preferences > General and click “Upload photo" to customize further.

Admins with ConnectWise-integrated workspaces no longer need to configure PSA-level settings to set up “Proactive Messages,” the capability that allows contacts to access all threads from Messenger (and not just chat-specific ones).

Previously, a ConnectWise-specific configuration had to be enabled before using Proactive Messages (board-level statuses with the “notify customer” flag set to true). This extra step is no longer needed, simplifying the onboarding process for ConnectWise-integrated Thread Partners and shifting the customization tasks within Thread Admin via the selection tool.

The Planner view now excludes PSA tickets outside Thread channels (e.g., automated alerts), providing a faster Planner experience and reducing the need to apply filters. Users no longer need to apply a bevy of exclusion filters.

Inbox users can now send TimeZest meeting invitations directly from within Inbox, making it easy for techs and customers to find the best meeting time - eliminating scheduling "ping pong" - while chatting in a thread.

With an active TimeZest account, Inbox users can send a TimeZest link to contacts using the /TimeZest slash command. Contacts can then choose a meeting time through the link, which will update Planner in real-time with the plan details.

🌍 This is available to Partners currently enrolled in the Planner early beta program and will be made available for General Availability in the coming weeks. Reach out to Thread to request Planner and TimeZest integration access.

Threads can now automatically move to the Done tab in both Inbox and Chat when their status is set to completed, in review, or any other “two step close” style status.

This update addresses the common “two step close” process embraced by MSPs, where Service Managers review billing and completion details before officially marking a thread as done.

Admins can now map any "completed" style statuses within Thread to Done so that Inbox and Messenger no longer clutters their views with resolved but still seemingly active threads.

Here's how to get started:

🌍 This feature is now available for all Partners.

Threads can now automatically move to an “in progress” status when any Inbox user sends an initial message. This helps MSPs report more accurately on Response SLAs and total time worked (and saves a few clicks for fast-moving techs).

Partners tell us that automatically moving threads to "In Progress" helps prevent artificially high Response SLAs and incorrectly lower "total time worked" stats. And, as an added perk, this eliminates the need for techs to manually update a thread's status when first responding to a customer.

Here's how to get started:

🌍 This feature is now available for all Partners.

Tired of Magic AI cluttering PSA tickets with logging activity? Toggle it off!

Admins can now disable Magic AI from logging automated actions to the PSA. Many partners tell us that the logging can create too much clutter within the PSA ticket or inadvertently affect reporting and would prefer to display the audit trail details only in Inbox.

🌍 This update is available to all partners and all supported PSAs by navigating to Admin > Integrations > PSA > PSA Sync

Messenger's login journey has been redesigned to provide helpful, positive exit paths and supporting options throughout a contact's journey. In the latest release, contacts logging into Messenger will see:

Messenger will now reliably clear the composer when a message is sent, making it easy to continue the conversation.

🌍 This update is now available for all contacts using Messenger Web and Messenger Desktop from a logged-out state.

You can now navigate through Inbox and check unread counts while the left-side menu is collapsed, making it easy for Dispatchers and Service Managers to react and move quickly when using full-screen tools like Planner.

Hover over the "expand menu" icon in the top left corner of Inbox when the left-side menu is collapsed to reveal the full menu.

We've found that collapsing the navigation menu while using Planner frees up screen space to display one or two extra member swimlanes and reveal a wider view of your org's work. This update makes it easier to stay in full-screen mode without losing insights or navigation.

Planner users can now change the and directly from the Planner card without first navigating into a thread. This makes it easy for users to triage and plan multiple threads quickly without losing their place within Planner.

You can now open a preview of a thread by clicking on a Planner card instead of navigating directly into the full thread view, making it easy to interact with requests from a high level without losing your spot within Planner.

Admins can now exclude threads from specific boards from showing to end customers through Messenger, making it easier for MSPs to manage "internal-only" threads associated with contacts without overwhelming customers with non-actionable threads.

This is one of our most requested asks from our extra-large MSPs who often lean on "internal-only" boards for managing alerts, billing, and other work that doesn't require interactions or follow-ups with end customers.

We've found that contacts can sometimes feel confused when they see back office-style tickets displayed in Chat. With today's update, Admins can now filter Messenger to show actionable threads and exclude those from boards that are best for just the MSP.