Feature Requests

We would really like to be able to disable the voice based ticket assignment and use automation rules instead so our techs can just find the call in a queue or by notification rules rather than the voice agent assigning the ticket.

Chris Davis from Uprite requests that Thread Voice be able to either answer after-hours calls and automatically assign the client and company, or read voicemail transcriptions and assign tickets accordingly. This would streamline after-hours workflows, reduce manual effort, and ensure only eligible clients receive on-call support. The current process is manual, and automating it would save time and reduce errors.

Description: Currently, the voice agent’s hold behavior is hard-coded and does not respect custom prompt rules, resulting in repeated “hold” notifications during tasks such as contact lookup. Customers are unable to enforce their own pacing, phrasing, or frequency limits for hold messages. Request: Enable full customization of hold behavior, similar to other prompt-controlled behaviors. Specifically, allow users to define: • A single hold message at the start • One optional follow-up after a defined time threshold (e.g., 20 seconds) • No repeated updates beyond the defined rules • Custom phrasing and pacing for hold messaging This ensures the voice agent can align with a partners’s brand tone, reduce repetitive communication, and prevent user experience friction, especially in workflows that require longer lookup times.

Add navigation buttons within the call review interface to move directly to the previous or next call without returning to the main dashboard. This would streamline the review process by reducing unnecessary clicks and improving workflow efficiency for users reviewing multiple calls in sequence.

Request to add required fields for phone number and callback availability when external users submit tickets via Thread Sales. This would allow MSPs to contact clients directly without relying on follow-up emails, streamlining communication and improving response times. Either separate input boxes or a single free-text field would work, as long as clients can easily provide their contact details and preferred callback times.

Voice AI triages the ticket, Technician works the ticket and needs a remote session, so technician asks Magic to have Voice AI call the contact on the ticket and either schedule a remote session on the technician's calendar or hold while the Voice AI connects them back to the technician's DID or extension.

It would be cool if the voice AI (And the Triage agent for that matter) were aware of each others names? So that you could embed a little easter egg maybe if someone calls or chats to speak with the other...

Since we are already integrated with Cloudradial, it would be great if the Voice AI agent could verify the "Support PIN" that the user sets in their portal as a verification method when submitting tickets.

Ability to use our founder’s voice for the attendant, ensuring consistency with our current phone system.

Would like to be able to set a list of reject phrases that can help to kindly reject callers that we can identify as trying to sell inbound, some of this is intuition that may not be so easily programmable but some things may be easily filterable with just some prompt engineering.