Onboarding Cohort Hub for New Partners
An Introduction to Thread's Guided Onboarding
Thread Training 1 - Thread Overview + Customer Chat Experience
Thread Training 2 - Workflows, Automation, & AI
Thread Training 3 - Customer Deployments!
Thread Training 4 - Service Collaboration Training!
Communicating Thread rollout to your customers
Communicating with your Microsoft Teams customers about Thread Chat
Communicating with your Slack customers about Thread Chat
Communicating with your Desktop/Web customers about Thread Chat
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
Getting Started with Service Copilot Auto-Prioritization
Getting Started with Service Copilot Auto-Categorization
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 Mac
Messenger on Web
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
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 Griffin Steinman
Auto-Categorization is one of our CoPilot features that will set an incoming threads type, sub-type, and item based on conditions that you can set in the admin panel.
To have Copilot automatically categorize incoming threads, you must:
- Setup Copilot Auto-Categorization
- Configure a flow to automatically categorize incoming threads
1. Setup Auto-Categorization
First, you need to setup prompts to train Copilot on how to categorize your incoming threads. We will import the boards/queues from your PSA and each type, sub-type, and item on each board/queue
- Navigate to the admin panel > Copilot
- Select "Get Started"
- First you will be presented with all of your boards/queues, with a dropdown containing all of the types on that board/queue
- For each type on each board, you can add a description that describes what type of thread would be assigned that type. AI will then use the prompt given along with the information from the thread to automatically assign the sub-type and item if applicable. If you wish for CoPilot to not automatically assign certain types, you can click the "ignore" checkbox at the end of the type.You must fill in at least one description for one type in order to move to the next step
- Once you are finished, you can click next and it will save all the descriptions you have entered
- To edit any descriptions, you can hit the edit button at the top right corner of the page
- Great! Now you just need to implement it in one of your flows.
2. Configure a flow to Automatically Categorize incoming threads
- Navigate to the Thread Admin Panel -> Flows here
- Click Create FlowWe recommend creating a Auto-Categorize Flow for each of your boards, so that the thread is re-categorized once it changes board
- Name the flow, e.g. "Copilot Auto Categorization" and click Create Flow
- Apply filters that will match to your incoming threads. For example, you can set the filter to your incoming service board(s) to match on all incoming service requests.There is no need to set an Inbox Channel or Slack/Teams integration. We only want this flow to auto categorize incoming service requests.
- At the bottom click the "+ to add a new Action.
- Once there, click Actions -> Copilot -> Auto-Categorize
- Save the changes to the flow and test out a new service request!