Magic Support
Help the customer without asking them to start again.
One shared inbox where the conversation arrives with the customer's prior issue, prior agreement and current commercial picture already visible under permissions. The agent answers; the customer does not repeat themselves.
Starter A$19/agent/month — three agents A$57 before AI and communications usage. Ex GST. Ex GST.
Start with a bounded evaluation inbox. AI drafts a reply; a person reviews and sends it.
A repeat contact who does not start again
They get in touch
The same customer, the second time, without repeating the story.
Magic Support
Prior issue and call
What happened before, and what was actually said.
Magic Voice and Support
Agreement reference
What this customer is entitled to, from the signed terms.
Magic Office
No second telling
The prior issue and the last call are already on the conversation.
Entitlement in view
What this customer signed, beside what they are asking for.
Scoped by role
Another product's tab appears only when your role permits it.
The problem
The customer starts again because the inbox does not know them
A shared inbox shares messages, not understanding. The prior issue is in a closed thread, the agreement is in a folder, the invoice status is in the accounting system, and the last call is in the phone system. The agent asks the customer to explain the situation a third time.
Magic Support puts the conversation and the relevant commercial picture side by side, each part labelled with the product it came from. Assignments, status and the history of the request are held once, so the next person does not rebuild the picture from scratch.
The boundary is stated, not implied
A sidebar panel from another product appears only when your workspace holds that product and your role permits it. Where context is missing, Magic says so rather than showing a blank panel.
The customer writes back about the same issue
The conversation arrives in the shared inbox and is matched to the existing customer, not created as a stranger.
Source: Magic Support — inbox conversation
The earlier issue is on the screen
The previous request, what was decided and how it was resolved are shown before the agent replies, so the same question is not asked twice.
Source: Magic Support — closed conversation
The whole thread is readable
Messages, internal notes and the people involved are in one timeline, with the agent's role stated on each entry.
Source: Magic Support — conversation history
What was agreed is a reference, not a memory
The current agreement and its effective date come from Magic Office, with a product badge and the owner named.
Source: Magic Office — agreement reference
The customer-facing view is labelled
Anything the customer could see is distinguished from an internal note, so nobody forwards the wrong thing.
Source: Magic Support — permission label
The agent answers in one pass, and the customer is not asked to explain the same situation again.
Illustrative — Acme Services. Sample data only, not a customer result.
Commercial picture
The relevant commercial context, with its source on every row
A support agent should not have to ask finance or sales what is true. The panels below require the named products and appear only under your permissions.
Sales owner
Who owns the account and what the next committed step is, shown from Magic Sales with a product badge.
Office agreement
The current signed agreement, its effective date and its owner, read from Magic Office rather than retyped.
Invoice status
The financial status of the account, read from your accounting system through Magic, labelled as a financial source.
Previous call
The last reviewed call record from Magic Voice, with its source timestamps, so a promise made on the phone is visible.
A reviewed reply suggestion, grounded in your own articles
The AI drafts from your knowledge, cites the article it used and stops. An agent reviews, edits and sends.
Knowledge article
Acme Services — billing change note
The article the draft is grounded in, shown beside the reply so an agent can check the advice before sending it.
Suggested reply
Draft prepared, awaiting review
The draft is editable, names its source and is never sent automatically. A person is responsible for what the customer receives.
Illustrative — Acme Services. AI drafts; an agent sends.
Optional: the agreement reference beside the conversation
An agreement reference could help this team.
Only permitted context is shown: an agreement reference, its effective date and its owner, under your role permissions. Basic linking between products is not a new integration charge.
Magic Support → Magic Office
Team process
Multi-team inboxes and escalation
Running several teams and governed escalations is the Professional workflow. Starter gives a shared inbox; Professional gives a service process.
Multiple teams
Separate inboxes with their own hours, routing and reporting, while the customer record stays one record.
Escalation processes
A stated escalation path with a named owner at each step, a target time and a visible handover, rather than a private message to a manager.
Service reporting
Volume, resolution and escalation reporting that names its definitions, so a number in a meeting can be explained.
When Magic Support is the right choice — and when it is not
This is a fit guide across four kinds of support tool: a shared inbox, an omnichannel suite, an autonomous AI agent and a context-rich service desk.
Do not choose Magic Support if you need an autonomous AI that answers customers without a person, a large contact-centre suite with deep workforce management, or a service desk with heavy custom workflows and hundreds of marketplace apps. Magic Support is for teams who want one shared inbox where the customer's history and commercial context are already visible.
| Task | Magic | Shared-inbox, omnichannel and autonomous-AI support tools | Source | Checked |
|---|---|---|---|---|
| Stop the customer repeating themselves | Prior issue, prior conversation and agreement reference are on the screen. | Vendor-described: history is in the thread, context usually is not. | Vendor-described where untested | 2026-09-19 |
| See the commercial picture beside a conversation | Sales owner, agreement and invoice status appear with source badges. | Usually an integration or a separate tab in another tool. | Vendor-described where untested | 2026-09-19 |
| Know who owns a conversation | One owner and an explicit status on every conversation. | Vendor-described: assignment is common, ownership can be loose. | Vendor-described where untested | 2026-09-19 |
| Draft a reply from your own knowledge | A grounded draft with its source article, reviewed by an agent. | Vendor-described: AI drafting is common, grounding varies. | Vendor-described where untested | 2026-09-19 |
| Run an autonomous AI agent | Not offered. A person reviews and sends every reply. | Some vendors offer an autonomous agent. | Product scope | 2026-09-19 |
| Run several teams and governed escalations | Professional: multi-team inboxes and escalation processes. | Vendor-described: usually a higher tier or contact-centre product. | Vendor-described where untested | 2026-09-19 |
Facts are vendor-described unless marked tested. Prices that are not published are shown as “quote required” rather than estimated.
Move one inbox, not the whole company
A support switch is disruptive when everything moves at once. Magic moves one inbox first and shows what did not arrive.
The records that make the first conversation useful.
- Open conversations with their owner and status
- Contacts and accounts already held in Magic
- Knowledge articles you choose to bring across
Anything the import cannot decide on its own.
- Duplicate customers created by the old tool
- Conversations with no owner or no status
- Tags and custom fields that map to nothing in Magic
History with no owner and no future action.
- Closed conversations you do not need to report on
- Recordings you keep in your own archive
- The old inbox, until you switch it off yourself
Nothing is deleted from your current system by connecting Magic. A transfer is only marked complete when it has been verified, and anything uncertain is listed for review.
Support pricing
Support is priced per agent. AI and communications usage are separate pass-through lines. Professional adds multi-team inboxes and escalation processes.
Magic Support
- FreeFree
- StarterA$19/agent/mo
- ProfessionalA$149/company/mo
- BusinessQuote
A$19/agent/month
Ex GST · A$190/year, billed annually (10 × monthly)
Per agent. Three agents A$57/month before AI and communications usage.
A$149/company/month
Ex GST · A$1,490/year, billed annually (10 × monthly)
Includes 3 users, then A$39 per additional user.
Includes 3 users, then A$39 per additional user.
AUD ex GST. Three agents is A$57/month before AI and communications usage. Multi-team inboxes and escalation add Professional A$149/company/month + A$39/user. Annual is charged as 10 × monthly.
Starter is priced per agent. Three agents is a common starting point. AI and communications usage are separate lines with their own allowance, confirmed on the checkout screen before anything is charged.
Talk to sales
Magic Group and multi-entity groups are scoped by sales. Bring your entity count, user bands and any consolidation requirements, and they will quote the configuration — monthly, with the annual invoice stated as 10 × monthly.
How Magic handles support conversations
Support questions
Answer without asking them to start again
Explore the shared inbox above, or start a bounded evaluation with the customer's history already beside the conversation.