Microsoft Teams - Communicating with your customers about Thread Chat

Stephen Boss 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).

✨Quick Start✨

Download our PDF to send out to your customers with a simple guide on the Benefits of Chat, How to Get Started, and a link to a 2 minute walk-though video.

Quick Start Guide for Customers

User Video Tutorial

Feel free to share this video link directly with your customers -- or use this video as inspiration to record your own!

How to request IT support from Teams (

User Guide Document

Add screenshots from your own branded app and distribute this document along with an email announcement.

📄 Generic Documentation - Teams 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.

Thread recommends sending each email in your sequence a week apart. That way, if one of your users missed your first email, they're more likely to pick up Thread on the second or third email.

Email 1: Introduction to Easy IT Support with Thread

To: {{User List}}

Subject: Quick and easy IT support now available in Teams!

Hi [Customer's Name],

Exciting news! We've launched a new IT support channel in Microsoft Teams, making it easier than ever to get your IT questions answered promptly.

  • No additional software needed - we've set it all up for you.
  • Simply find [Your Custom App Name] in your Teams tabs.
  • Start a new chat to quickly connect with our support team.

Ready to try it out? Let us know if you have any questions!

[Screenshot of your custom app]


[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 Teams

Hi [Customer's Name],

Maximize your IT support experience with Thread in Microsoft Teams:

  1. Go to [Your Custom App Name] in Teams.
  2. Select 'New Chat' for live chat support.
  3. Describe your issue and get connected to the right expert.
  4. Track updates and responses in real-time, all within Teams.

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 Microsoft Teams via Thread.

Why wait for email responses when you can:

🚀 Chat in real-time with our IT experts.

👥 Get personalized support without leaving Teams.

💡 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]


[Your Company's Name]

How did we do?

Windows Desktop - Communicating with your customers about Thread Chat

CloudRadial - Communicating with your customers about Thread Chat