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 test the Teams Service App in a Sandbox Environment
How to install the Teams Service app on your Customers' tenants
How to uninstall the Microsoft Teams Thread Service App
Slack Service App
How to test the Slack Service App in a Sandbox Environment
Setting up Service Bot in your client's Slack Workspace
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
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 Chat and TimePad 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?
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
- Messenger (Customer Chat Apps)
- How-to Content for your Client End Users
- Slack - Communicating with your customers about Thread Chat
Slack - Communicating with your customers about Thread Chat
Updated by Stephen Boss
End-User How-To Content
When communicating with customers, we find it helps to make your messaging simple and to the point. You can level up its effectiveness by linking to user how-to guides or video tutorials. You can either attach these to your customer communications and/or add these resources to your customer knowledge base.
Here are some resources to get your customers started (feel free to make your own versions of these assets).
User Video Tutorial
Feel free to share this link directly with your customers -- or use this video as inspiration to record your own!
How to request IT support from Slack (loom.com)
User Guide Document
Add screenshots from your own branded app and distribute this document along with an email announcement.
📄 Generic Documentation - Slack Support.docx
Communicating with your Customers about Thread Chat
Your customers need to know about your awesome new support channel if you want them to use it! Once you roll out Thread to a customer, we recommend sending them a sequence of emails to let them know about the experience.
Below our Marketing team has crafted an email sequence that will help you inform your customers about the new support channel and encourage them to try it out. Feel free to use these email templates and send them out in a timed sequence to your end customers.
Email 1: Introduction to Easy IT Support with Thread
To: {{User List}} Subject: Quick and easy IT support now available in Slack! |
Hi [Customer's Name], Exciting news! We've launched a new IT support channel in Slack, making it easier than ever to get your IT questions answered promptly.
Ready to try it out? Let us know if you have any questions! [Screenshot of your custom app] Best, [Your Company's Name] |
Email 2: How to Use Thread's Chat for Efficient Support
To: {{User List}} Subject: Get the Most Out of Your IT Support in Slack |
Hi [Customer's Name], Maximize your IT support experience with Thread in Slack:
Experience the ease of IT support right where you work. Any questions? We're here to help! [Screenshot of your custom app] Warm regards, [Your Company's Name] |
Email 3: Reminder to Use Thread for Quick IT Solutions
To: {{User List}} Subject: Quick Reminder: Instant IT Support is Just a Chat Away! |
Hi [Customer's Name], Just a quick reminder that instant IT support is available directly within Slack via Thread. Why wait for email responses when you can: 🚀 Chat in real-time with our IT experts. 👥 Get personalized support without leaving Slack. 💡 Resolve issues faster and more efficiently. Give it a try and feel the difference! Need assistance? We're only a chat away. [Screenshot of your custom app] Cheers, [Your Company's Name] |