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
- Getting Started
- Getting Started with Thread
Getting Started with Thread
Updated
by Stephen Boss
This guide is intended for Partner Administrators to help you get started with Thread and to get your team started with service collaboration!
Getting Started with Thread
This guide will help you get setup quickly so that you can start delivering service collaboration to your customers right away.
Step 1: Set up your Thread Workspace
Time to Complete: 1 hr
This guide will walk you through the initial setup of Thread. You only need one workspace per company, so choose an admin at your company to complete this step.
1. Set up your Thread Workspace
2. Connect your ticketing system & Invite your Team
3. Design your Customer Experience
4. Setup Inbox to receive chats
5. Start learning Inbox with your first chat!
BONUS: Connect your Teams/Slack
Time to Complete: 10 min
If you'd like to be able to get notified on updates to your tickets and be able to manage and update those tickets from within your Teams or Slack environment - set up the integration.
Step 2: Get your team ready to use Thread
Time to Complete: 2 hr
Once you've set up your Thread Workspace, it's time to get your team started with real-time service collaboration! This guide will walk you what you need to know to get your Service team started collaborating with Thread!
1. Learn how to manage Team access to Thread
2. Deploy Thread's real-time collaboration pods inside your PSA
3. Set up channels in Inbox to manage your end-to-end service delivery workflow
4. Deploy the customer experience to your own company
5. Identify & train your "Launch Team"
Step 3: Get your customers ready to use Thread (and deploy to your first customer!)
Time to Complete: 1 hr
Now that your Launch Team is ready to go, you can set the stage for introducing service collaboration to your customers! In this guide, we will help you build a communication strategy and launch plan for rolling Thread out to your customers. You'll also roll Thread out to your first customer!
1. Build a communication Strategy
2. Build your Thread Customer Deployment Plan
3. Deploy Thread to your first Pilot Customer and respond to your first customer chat!
Step 4: Deploy Thread to your customers
Time to Complete: 3-5 min/customer
You've introduced Thread & service collaboration to your first customer and you've responded to your first customer chat! You've got a plan on how you're going to communicate and roll Thread out to your other managed customers. It's time to rock and deploy!
Deploy Thread to the rest of your Customers