Onboarding Cohort Hub for New Partners
An Introduction to Thread's Guided Onboarding
Thread Training 1 - Getting Started
Thread Training 2 - Let's chat about chat!
Thread Training 3 - Customer Deployments!
Thread Training 4 - Service Collaboration Training!
Communicating Thread rollout to your customers
First-time Thread Workspace Setup Guide
Getting Started with Thread
Channels and Flows
Dynamic Flows - How to create a dynamic Triage Channel
A flow to send a Holiday out of office message
Creating your first flow
Creating channels & flows in Inbox
How to set-up Service Copilot Auto-Prioritization
Starter Prompts for Service Copilot Auto-Prioritization
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?
What is Inbox and how do I use it?
Setup an on-call member to be assigned
Setting up Inbox
Getting Started with Messenger
Prepare your customer-facing Messenger experience
Prepare your customer-facing Teams experience
Recommended plan for rolling-out chat
Messenger on Windows
Messenger on Web
How to setup the Autotask Ticketing Integration
Setting up an Email Communication Workflow in Autotask
How do I set up the Connectwise Automate Integration?
Configuring Messenger for Windows Deployment in ConnectWise Automate
Deploy Messenger for Windows through Automate via Script
How to enable Chat and TimePad pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
How to test the Customer Teams App in a Sandbox Environment
How to install your custom Teams app on your Customers' tenants
Connecting Thread to your Teams (for Service Providers)
Troubleshooting "You don't have permission" error in Teams
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
Frequently asked questions
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?
Are there any templates for the 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?
Updated by Stephen Boss
In this article, we will walk you through creating a dynamic flow to a Chat triage channel in Inbox. This channel will help first responders focus on new chats in Inbox without being distracted by the noise of other threads.
The channel will ingest new chat threads to be worked by a first responder. Once the first responder triages the ticket and changes the status, the thread will move out of the Chat Triage channel, all in real-time. One the thread is triaged, the responder can work on the next thread in this channel until they achieve Inbox Zero 🎉!
This is in contrast to the default behavior of flows which will route threads into an Inbox channel based on filter criteria and then follow those threads during the rest of their lifecycle.
- Navigate to https://inbox.getthread.com
- On the left navigation bar, click the + icon to the right of CHANNELS
- Add an Icon and Name the Channel, we will call it "Chat Triage", click Next
- Add your first responder team to the channel or anyone that helps you triage chats, click Add members when done.
- Set up the flow that will power your channel.
- Apply Filters:
- Source = <SELECT YOUR CHAT SOURCE>
- AND Status Name LIKE "New"
- Check ✅ Dynamic Flows
- Click Create flow when doneWe do not recommend routing dynamic flows to Teams or Slack. Because there is no concept of "dynamic flow" on the Teams/Slack side, Thread will continue updating the ticket in Teams/Slack throughout its lifetime until it is closed.
For this reason, we recommend having another channel for All Chats that can be the home of your chat tickets, flow can then route to Teams / Slack.
The benefit of this dynamic channel is that your first responders can work out of it more like a queue.
- Apply Filters:
- All set! The channel is created, now to test it out! 🧪