Sometimes a 👍 says it all. When a contact reacts to a technician's message in Microsoft Teams instead of typing a reply, that reaction now flows back into Inbox — so acknowledgments are never missed and threads reflect the full conversation.

Reactions in Teams Group Chats sync to Inbox. When a contact adds an emoji reaction to a technician's message in a Teams Group Chat, it appears on the corresponding message in Inbox.

Inbox shows the reaction and who added it. If the technician has already left the thread, new reactions trigger a notification and display like a new contact message — so nothing slips through.

By default, an internal note is created whenever a reaction is added or removed. Prefer to keep reactions out of your PSA? You can turn this off in settings.

When PSA sync is enabled, reactions are logged as internal notes on the ticket — giving you a complete record of the conversation, reactions included.

Previously only the primary assigned member would receive a notification through the companion app.

This is now GA in Production.

Note: Member must have Companion App notifications set to 'All' in Admin.

Now we offer more granular control over which updates get sent from a flow through the companion app to Slack/Teams. You now have the option to choose which updates are sent.

FAQs:

What happens with existing flows?

We've redesigned the navigation to make it easier to find what you need — plus new ways to make it your own.

Inbox → Your Avatar

https://www.loom.com/share/e827a997af2c4a3eb6dd788c8fb3232f

You can now tell clients when your team is unavailable beyond regular business hours. Set your closures once and Thread keeps Messenger, auto-responses, and the Reminder Agent behaving correctly through every holiday, automatically.

Available now in

Help documentation here

Technicians can now place calls directly from Thread Inbox — recorded, transcribed, and dropped into the ticket automatically.

Techs can call from any number — direct line, extension, or personal device — and still display your verified main number to customers.

Check out the help docs here.

: Before making any outbound calls, re-sync your Members and Contacts to have the most accurate contact information.

Watch the demo: https://www.loom.com/share/bb92b1d011f145009d879e7a9a19b6d6

📈 — See the measurable value your team is gaining from Thread — ticket deflection, time saved, and impact at a glance.

🎯 — Track how consistently Thread's AI makes the right ticketing decisions across your entire service desk.

🤖 — Visibility into how the Triage Agent is engaging with tickets, improving responsiveness, and supporting your team.

💬 — A real-time view of active Messenger deployments across your organization — who's using it, and how.

📞 — Call volume, duration, CSAT, ticket creation, and company breakdowns — everything about your Voice AI in one view.

👥— Ticket outcomes, resolution quality, reopen trends, and Magic AI usage patterns — all together.

The complete call transcript now lands directly on the PSA ticket as a .txt file, so partners get the full back-and-forth in their PSA without us fighting note-body character limits.

Open the Voice AI ticket in your PSA → the transcript is in the ticket's attachments/files

Now you can use the full transcript in your custom workflows, work right inside the PSA without context switching, or download it and run it through your preferred AI.

Custom Rules just leveled up. Instead of one freeform block of text, you can now build structured, testable rules.

What's new?

Admin -> Triage Agent -> Custom Rules

Default: nothing changes until you opt in. Current freeform rules keep working as-is.

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You now have finer control over which requests the Triage Agent engages with, beyond companies, boards, and sources.

What's new?

Good to know

: Admin -> Triage Agent -> Client access