Getting Started with Thread
Onboarding Videos & Resources
Thread Training 1 - Getting Started with Thread
Thread Onboarding 2 - Thread Flows & Inbox Channels
Thread Training 3 - Thread AI
Messenger (Customer Chat Apps)
How-to Content for your Client End Users
Slack - Communicating with your customers about Thread Chat
Web - Communicating with your customers about Thread Chat
Windows Desktop - Communicating with your customers about Thread Chat
Microsoft Teams - Communicating with your customers about Thread Chat
CloudRadial - Communicating with your customers about Thread Chat
Getting Started with Thread's Customer Chat Apps
What are Thread's Customer Chat Apps? An Overview
Live Chat vs. Non-Live Chat - What's the difference?
Recommended plan for rolling-out chat
Step 1 of Setup: Customizing Messenger
Step 2 of Setup: Designing Custom Apps (Teams, Slack, Web, Cloudradial)
Deploying Messenger
Teams Service App
What is the Teams Service App for customers?
Design a custom Teams app for your customers
How to deploy the Teams Service App to a Customer
How to uninstall the Microsoft Teams Thread Service App
Slack Service App
How to test the Slack Service App in a Sandbox Environment
How to deploy the Slack Service App to a Customer
Desktop Service App
Web Service App
Messenger FAQ
Teams & Slack Companion Apps (for Service Teams)
Teams Companion App for Service Teams
Installing the Internal-facing Inbox Companion app for Teams
Troubleshooting "You don't have permission" error in Teams
Slack Companion App for Service Teams
Inbox
Inbox Channels & Flows
Getting Started with Inbox Channels & Flows
Use cases
Channels and Flows
Dynamic Flows - How to create a dynamic Triage Channel
What is Inbox and how do I use it?
How to track your time in Inbox
Sending attachments with Inbox
Save time answering chats with Snippets
Accessing & Installing Inbox
Can I style my messages?
Which shortcuts can I use in Inbox?
Setup an on-call member to be assigned
Members Management
Magic AI
Integrations
Autotask
How to setup the Autotask Ticketing Integration
How to enable Chat and Timepad insights in Autotask
Setting up an Email Communication Workflow in Autotask
Auvik
CloudRadial
ConnectWise Automate
How do I set up the Connectwise Automate Integration?
Deploy Messenger for Windows through Automate via Script
ConnectWise Manage
Thread Pods in ConnectWise Manage
How to enable Thread pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
Adding permissions required to use Agreements/SLAs
IT Glue
Frequently asked questions
Security
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
List of Sub-Processors
Billing
How can I get help with setting up Thread?
Managing your Inbox notifications
How does Thread decide who gets assigned to dynamic Teams or Slack channels?
How to Setup a CSAT Survey
Can you add custom filters to Flows?
Can I get a custom Teams or Slack support app?
How do we request a feature that we need?
Is there a way to pull existing tickets to a channel in Inbox?
How do I upload a Teams app banner?
Can I disable the "New User" flow in Messenger chat?
I'm seeing tickets show up that were not created via Slack or Teams?
Internationalization Support
How can we send tickets from 2 or 3 service boards to Slack or Teams?
Which ticketing systems do you support?
Where can I find my Thread App ID?
Weekly Trainings & Office Hours
- All Categories
- Integrations
- ConnectWise Manage
- How to enable Thread pods in ConnectWise PSA
How to enable Thread pods in ConnectWise PSA
Updated by Stephen Boss
Thread is introducing a new way to chat with your customers in real-time, through pods in ConnectWise!
Now you can bring the power of Thread directly into ConnectWise, experience all the great features Inbox has to offer including real-time chat, automated time entries, snippets @mentions and more!
Best of all, it is super easy to setup. This guide will show you how.
Add the Pods to your Service Ticket view in ConnectWise
- Open a service ticket in ConnectWise PSA
- Click the gear icon in the top-left corner and select Pod Configuration
- Select Thread Auto time entries and Thread Real time notes -> Move to Displayed -> click Save
- Drag and drop the pods where you want them!
FAQ
What if I don't see the option to add the pods in the service ticket view?
If you don't see the option to add the pods to your service ticket view in ConnectWise, follow these steps to troubleshoot and fix it.
- Log in to ConnectWise Manage as an Administrator
- Navigate to System -> Setup Tables -> Search for the table Manage Hosted API & open that Setup Table.
- Check to see if the following entries exist.
- If they do exist, great! Thread was able to create the pods. Click on each pod to check its Location Restrictions. If a Location Restriction is set and you're not assigned to that location, you won't be able to view the pod. To fix it, add your location and they should now be available.
- If the pods don't exist in the list, its possible we didn't have the requisite permissions to enable the pods when you set up your Thread Workspace, move on to the next step to check your permissions.
- Select in the left side panel System -> Security Roles and search for the security role you set up for the Thread API user
- Edit the Thread API user security role settings
- System -> Table Setup, click Customize on the right
- You will see a pop up modal in which you can Allow or Disallow particular permissions. Make sure to allow the following permissions:
- General / Manage Hosted API
- Save when done
- Submit a thread to our support team here and ask if they can enable the pods for your workspace.