Replace Your Answering Service and Paging Tool: Introducing Voice On-Call

It's 2:14 a.m. A client's server just went down. The ticket is in Thread, marked Priority 1. Now someone needs to actually wake up.

Voice On-Call is now available from Thread! It lets you page your on-call technicians by phone, straight from Flows. You decide which tickets trigger a page, whether they came in by phone, chat, or email. Thread calls your techs and keeps working down the list until someone accepts.

No answering service. No separate paging tool. And every attempt is logged on the ticket.

The phone is the most expensive channel on your service desk. It doesn't have to be.

After-hours coverage usually means paying for two things: an answering service to take the call, and a paging tool to wake someone up. Two vendors, two handoffs, and a tech who gets woken up with half the story.

Voice AI already answers the call and turns it into a clean ticket. Voice On-Call closes the loop. The paging happens inside Thread, triggered by the same Flows you already use.

One less vendor. One less handoff. And when your tech picks up, the ticket is already waiting in Thread.

How Voice On-Call Works

Voice On-Call is a Flow action. It works with ConnectWise, Autotask, and HaloPSA tickets.

1. Pick what triggers a page. Build a Flow on any ticket condition (priority, board, time, day, client, source, or status) and add the Voice On-Call action. Think “Priority 1 tickets between 6 p.m. and 9 a.m.,” “any tickets from Company A on weekends,” or “after-hours emails from a VIP client.”
2. Set your call tree. Add the numbers to call, in order, and how many times to try each one. Then decide what happens if nobody accepts: keep calling the last number, start over from the top, or end at your answering service or call center.
3. Thread calls. Your tech hears a short, customizable message with the ticket details (ticket number, company, contact, summary, priority) and presses 1 to accept. A voicemail doesn't count!
4. Someone accepts. Paging stops right away. Thread assigns the ticket to that tech and sets the status you chose, so the rest of the team can see it's handled.
5. Everything is on the ticket. Each call, acceptance, and stop is written as a ticket note. You can see exactly who was called and when.

Paging stops when a tech accepts, someone ends it from the Inbox, or the Flow is turned off. Built-in safety limits (50 attempts or 24 hours) mean a page never runs forever.

No more weekends, no more after hours call services.

Every MSP runs on-call a little differently and Thread’s Voice AI is here to support your unique needs.

• A single ring group. Your phone system already handles schedules, so Thread just calls one number until someone picks up.
• A cascade that repeats the last person. Work down the list, then keep calling your escalation contact until they accept.
• A cascade that restarts from the top. Nobody answered? Go around again.
• A cascade that ends at your call center. Give your team the first shot, with a live answer guaranteed at the end of the line.

Different coverage on weekends? Build one Flow per schedule. You can even describe your rotation to Super Magic and let it build the Flow for you.

Get started

Voice On-Call is available today to all Voice AI customers. You'll need an Outbound Agent with a verified caller ID. Then most teams are paging in a few minutes.

Not on Voice AI yet? Book a demo and see what after-hours looks like when the phone, the page, and the ticket all live in one place.

Frequently asked Questions

What is Voice On-Call?

Voice On-Call is a Thread Voice AI feature that phones your MSP’s on-call technicians when a ticket matches conditions you set in Flows. Thread works down your call tree until a tech presses 1 to accept, assigns them the ticket, and logs every call on the ConnectWise, Autotask, or HaloPSA ticket.

Can Voice On-Call replace my paging tool or answering service?

It replaces paging tools like PagerDuty or Opsgenie for PSA tickets. Your tech gets paged by phone straight from the ticket, using the Flow conditions you already have. Voice AI also answers after-hours calls and creates the ticket, so you can drop your answering service or keep it as the last stop in your call tree.

What happens if nobody answers?

Thread moves to the next number right away and can retry as often as every 2 minutes. At the end of the tree, it can keep calling the last number, start over, or end at your answering service. If no one accepts, Thread can set a “No answer” status. Built-in limits of 50 attempts or 24 hours mean a page never runs forever.

Who can use Voice On-Call, and what do I need?

Voice On-Call is available to all Voice AI customers. You’ll need an Outbound Agent with a verified caller ID, and most teams are paging within a few minutes.