Guide to Setting Up Thread Inbox for the Pod Service Model

Updated by Kristof Orts

The Thread Inbox allows you to set up channels that reflect your team's pod model, enabling you to create a dedicated channel per team. Follow these steps to configure your Thread Inbox channels for the pod model:

Step 1: Create Channels for Your Pods

  1. Login to Thread Inbox.
  2. Create a new channel by clicking the "+" next to Channels.
  3. Give your channel the name of your pod, for example, "Alpha Team".
  4. Invite agents to the pod by typing their names and selecting them. By default, you are already in the channel.
  5. Click Confirm when you're done.

Step 2: Define Ticket Flows

  1. Login to the Thread Admin Panel.
  2. Go to the Flow section to define what tickets should go into the pod.
  3. Choose which board you want to receive tickets from.
  4. To receive live chats as an example, set the source to Messenger. This will send all chats created from Teams, Slack, desktop, web, Android, etc. To receive all tickets, regardless of the source, filter by Service Board or other criteria. Customize the flow to best fit your pod’s needs and how you want to receive inbound threads.
  5. Click Rule to select specific companies that your pod supports.
  6. Set support for specific shifts.
  7. Set channels for different regions.
  8. Check Dynamic Flows to automatically remove tickets from this channel that no longer match the flow criteria.
  9. You can also route these tickets to Teams or Slack (depending on which you have integrated) by clicking on the "+".
  10. Click Save.
  11. Repeat this process to create additional pods!
Threads will only appear in the channel once the tickets fitting the criteria you set in the flows have been modified. To test this setup, modify an existing ticket in your ticketing system to force it to appear in Thread Inbox and route into your channel.

By following these steps, you can efficiently set up your Thread Inbox to align with your pod service model, ensuring that each team has a dedicated channel for their specific customer groups.

For additional support, contact your Customer Success Manager.

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