Onboarding Prerequisites
Getting Started
Onboarding Cohort Hub for New Partners
Scheduled Cohorts
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
Use cases
First-time Thread Workspace Setup Guide
Getting Started with Thread
Inbox
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
Copilot
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
Messenger
Getting Started with Messenger
Prepare your customer-facing Messenger experience
Prepare your customer-facing Teams experience
Deploying Messenger
Recommended plan for rolling-out chat
Messenger on Windows
Messenger on Web
Messenger FAQ
Integrations
Autotask
How to setup the Autotask Ticketing Integration
Setting up an Email Communication Workflow in Autotask
Auvik
CloudRadial
ConnectWise Automate
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
ConnectWise Manage
How to enable Chat and TimePad pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
IT Glue
Microsoft Teams
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
Slack
Security
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?
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?
- 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!