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
Members Management
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
- Magic AI
- AI Auto-Categorization
- How to Enable Magic Categorization
How to Enable Magic Categorization
Updated by Griffin Steinman
Magic Categorization is Thread's Magic AI feature deisgned to assin an incoming thread's type, sub-type, and item based on conditions that you set in the Thread admin panel.
To magically categorize incoming threads, you must:
- Set up Magic Categorization prompts
- Configure a flow to automatically categorize incoming threads
1. Set up Auto-Categorization
First, you need to setup prompts to train Magic 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 > Magic
- 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 Magic 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 -> Templates -> Auto Categorization, or click here.
- 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.
- This template already has an action added for Auto Categorize, but if you are following along from Flow builder you can add an action by scrolling to the bottom of the flow builder, and clicking + -> Actions -> Magic -> Auto-Prioritize
- Save the changes to the flow and test out a new service request!