From Tickets to Client Health: Meet Client Intelligence

Client health lives across ticket history, chat logs, technician notes, documentation systems, and the unstructured memory of your best people. And when you need answers quickly—Who’s the approver? What’s driving issues this month? What should we cover in the QBR?—you end up doing the same thing: search, skim, and hope you didn’t miss the detail that matters.

Client Intelligence is Thread’s answer to that problem.

It’s a client-level intelligence suite inside Inbox → Clients that organizes what Thread Client Intelligence provides insight into all of your tickets, threads, knowledge, notes, and operational signals into a living account profile that your service desk, account managers, and leadership can actually use.

A new Clients experience built for action

Client Intelligence starts with a new Clients view: a complete list of your clients with sorting, filtering, and search, plus real-time signals like sentiment.

If you want to know which clients need attention first, you shouldn’t have to infer it. You should be able to sort by sentiment and move.

The client health dashboard your team actually needs

Inside each client, the Overview dashboard is designed to answer the practical questions you face every day:

• How has sentiment been trending over the last 30 days?
• How many open tickets are we carrying right now?
• What did time entries look like last month?
• Are we resolving issues faster—or is noise increasing?
• Who are the approvers and key contacts?

This is the operational snapshot you need for retention, prioritization, and clean internal alignment.

Ask Magic, now powered for client intelligence

Ask Magic already helps technicians in the flow of work. Client Intelligence adds an account-aware Ask Magic experience specifically for querying client and contact information.

Teams in the beta are already using it to:

• Identify issue trends over the last 3 months (with direct ticket links)
• Prepare QBR narratives with category breakdowns
• Surface current friction points and improvement opportunities
• Answer operational questions instantly (approvers, processes, “is this user approved?”)

This is the difference between searching for information and asking for it.

A living knowledge base, generated from real work

The hardest part of knowledge management is keeping all of those articles updated

Client Intelligence includes Knowledge Intelligence: knowledge articles that are created and updated as threads are resolved. As similar issues recur, Thread matches topics and strengthens the article over time by adding more real source threads. And when technicians are working an issue, Thread can proactively surface the relevant knowledge, without requiring a prompt for straightforward problems.

You still remain in control: articles can be edited, excluded, prevented from being regenerated, and reviewed with source attribution.

Contact + application intelligence: the small details that remove big friction

Client Intelligence also brings Contact Intelligence into the same experience—capturing details that improve accuracy and speed:

• Device specifics
• Client processes and workflows
• Approver updates
• Any important operational context

And it adds Application Intelligence, compiling apps mentioned in conversations at the contact level and rolling that up at the client level. It’s a practical way to see patterns and standardization opportunities without asking your team to manually inventory what’s already being discussed every day.

Notes: your source of truth, instantly usable everywhere

Finally, there’s Notes, what one beta partner called “the little garden” you actually want to maintain.

Notes let you store the client-specific information that shouldn’t be overwritten and should be immediately available everywhere Ask Magic runs. Update approvers once, and the service desk has the right answer instantly.

Designed with guardrails

Client Intelligence is built with real-world constraints in mind:

• Source threads are available for verification
• You can edit, exclude, and manage topics
• The system is designed to reduce hallucinations by retrieving only relevant context for responses

Availability

Client Intelligence will be available today, February 12, 2026, for customers on AI Pro.

If you’re already on AI Pro, you’ll be able to start using it as it rolls out. If you’re not, this is the moment to upgrade.

Ready to see it in action?

Get a walkthrough of Client Intelligence and how to set up your top accounts in minutes.