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
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
- Inbox
- Save time answering chats with Snippets
Save time answering chats with Snippets
Updated by Stephen Boss
What is a Snippet?
Working as an IT engineer, you may have to ask the same questions or frequently re-type the same replies or time entries. Snippets are a great way to save time with standardized replies and time entries.
Snippets are rich blocks of text notes with variables that you can re-use in your conversations and save your time.The text above was pre-drafted as a snippet and called with a short /snip command. You can edit and create your own snippets by accessing the Snippets section in the left lower corner of your inbox interface.
Personal and Teams Snippets
Admin users will have access to both personal and team snippets. Personal snippets are unique to your user account, each user can add and edit their personal snippets. Team snippets are shared across the team and can be configured by the workspace administrators.
Five example team snippets will be available for you as soon as you log in. You may edit them and add your own personal Snippets by clicking +New Snippet from the Snippets section.
Variables in Snippets
Snippets can also include variables such as:
- {First Name}
- {Last Name}
- {Company Name}
- {Ticket ID}
- and much more!
Reference variables in a snippet to dynamically call in the data unique to that thread.
For example, variable {First Name} will immediately put customer's name on your text when you use a Snippet. Other variables you may use in Snippets are provided for you on the right side of your Snippets settings' window.
Using Snippets
/snip Command
To use snippets in a conversation, type /snip command or click on Snippets button in your chat block
Beast Mode Shortcuts for Snippets
Beast Mode Shortcuts are hotkey shortcuts in the platform to make performing actions in Inbox faster. You can map up to 5 Team Snippets and 5 Personal Snippets to Beast Mode Shortcuts.
From the Snippets section, drag and drop the snippets to rank them, the first 5 snippets in each section will be assigned to a keyboard shortcut.
Enjoy your Snippets and save your time!