Messenger settings reboot: Introducing
Standard
vs Chat with SLAs
Admins can now choose between two straightforward "chat styles" in Messenger Settings:
- Standard Chat (previously "non-live chat")
- Chat with SLAs (previously "live chat")
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.
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This is now available for all Partners
Migration note: Partners who had both chat options enabled are now transitioned to the single “Chat with SLAs” experience (a total of 263 Partner end-customers updated).
Agreement Type support in Flows
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:
- Agreement Type (ConnectWise)
- Contract Category (Autotask)
- Contract Type (Halo)
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This is now available for all Partners
PSA Sync Improvements: Automatic vs. Manual Sync Options
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:
- Automatic Sync: Data that is automatically synced in the background on a daily schedule.
- Manual Sync: Data updated via webhooks, with the option for a manual refresh.
Additionally, each sync option now includes a detailed description, giving Admins clarity on how and when their data is updated.
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This is now available for all Partners