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)
Teams Service App
What is the Teams Service App for customers?
Design a custom Teams app for your customers
How to test the Teams Service App in a Sandbox Environment
How to install the Teams Service app on your Customers' tenants
How to uninstall the Microsoft Teams Thread Service App
Slack Service App
How to test the Slack Service App in a Sandbox Environment
Setting up Service Bot in your client's Slack Workspace
Desktop Service App
Web Service App
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 Channels & Flows
Getting Started with Inbox Channels & Flows
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
How to setup the Autotask Ticketing Integration
How to enable Chat and Timepad insights in Autotask
Setting up an Email Communication Workflow in Autotask
How do I set up the Connectwise Automate Integration?
Deploy Messenger for Windows through Automate via Script
Thread Pods in ConnectWise Manage
How to enable Chat and TimePad pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
Adding permissions required to use Agreements/SLAs
Frequently asked questions
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
List of Sub-Processors
How can I get help with setting up Thread?
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?
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
Table of Contents
Updated by Stephen Boss
After you have completed setting up and designing your customer-facing Slack service app, we recommend testing the customer experience before you install the app in your actual customers' environments. If you have not yet set up a customer-facing Slack app, view info here.
It is not possible to install the customer-facing Slack app in your own company's Slack environment. Therefore, you will need to first create a free Slack sandbox environment and then install the Slack app in that environment.
Step 1 - Create a free Slack Sandbox Environment
- Navigate to https://slack.com/
- Click an option to Sign Up.
- Enter in an email that is not tied to an existing Slack account and click Continue.We recommend setting up a free gmail or other free email account to use for your sandbox environment. Just choose something you can use for testing.
- Once you have set up your account, click Create a Workspace.
- You will be asked to perform a quick setup.
- Enter the name of your fake company and click Next.
- On step 2 click Skip this step.
- On step 3, enter whatever you want.
- Congrats! A Slack sandbox account is set up. You can now add the customer Slack app to this tenant.
Step 2. Deploy Customer-facing Slack App to Sandbox
Now that we've set up a Slack sandbox environment, we can deploy our custom-built customer-facing Slack app to that environment.
- Navigate to the Thread Admin Panel -> Clients.
- In the Admin Panel, select the client you want to use for this test. Since we are setting up a sandbox environment for testing, this should not be a real customer of yours.Service Bot field for the customer you intend to deploy should be empty. You can only deploy one bot per customer.
- After selecting the client, navigate to the Teams/Slack Connect tab.
- Select Slack and click Continue.
- On the following screen, you will be presented with a couple options:
- Email Invite - Use this option when you don't have admin access to the Customer's Slack environment, and you need another Admin to help complete the deployment. They will receive a link via email which will walk them through the deployment steps.
- Magic Link - We will choose this option since we have admin access to the Slack environment that we will be deploying to.
- Click Copy link to copy the magic link.The magic link will expire after 15 minutes so act quickly or go back to the previous page and start again.
- In a guest browser window where you are logged into the Sandbox Slack environment you created in Step 1, paste and navigate to the magic link before it expires.
- Slack will ask you to approve permissions for the bot, click Allow.
- Custom app example:
- (default) Chatgenie app example:
- You successfully deployed the app, you should see a success message.
- Next, navigate back to the Slack Sandbox environment. The app should be installed in the Slack workspace. If the app does not show in the list of apps, go to Add app and search for Chatgenie to add it manually.
- Under the Chatgenie app (or if you have a custom app, the custom app name), you can test the client experience by creating new threads and testing chat and other bot capabilities.