Getting Started Cohort Hub
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!
To share with your customers
To share with Desktop or Web customers
To share with Slack customers
To share with Microsoft Teams customers
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
How to track your time in Inbox
Sending attachments with Inbox
Save time answering chats with Snippets
Accessing & Installing Inbox
Quick Setup Guide
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
Messenger on Windows
Messenger on Web
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
How to test the Customer Teams App in a Sandbox Environment
How to install your custom Teams app on your Customers' tenants
Connecting the Teams MSP bot for your Company
Troubleshooting "You don't have permission" error in Teams
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?
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?
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?
- All Categories
- What is Inbox and how do I use it?
What is Inbox and how do I use it?
Updated by Kristof Orts
Inbox is where you receive live chats and new tickets that are created from Messenger. You can use Inbox together with Slack or Microsoft Teams or as a standalone app.
You can access Inbox via https://inbox.chatgenie.io/ or download the app on Windows or Mac.
We also have a mobile app to access Inbox on the go. When logged in, your initial screen should look something like this.
On the left side you'll find your channels, these are pre-defined views where you can find a list of chats and tickets. Under your profile dropdown, you can switch companies and log out.
You can search within a channel via the Search icon on top of the list.
You can reply directly in a chat below and find information about this contact and ticket in the right sidebar.
You can click send or hit "Enter" to send your message directly or Shift+Enter for a new line.
In the reply field, you can type "/" to see the available commands.
- Write an internal note, access by typing "/note".
- Assign someone to the ticket, access by typing "/assign".
- Change the status of the ticket, access by typing "/status".
- Change the priority of the ticket, access by typing "/priority".
- Start and stop a timer and log your time to the ticket, access by typing "/time".
Create a new ticket
To start a new conversation with a contact, click the "+ new conversation" button in the left navigation.
This will provide you with a new window where you can select the contact, board and provide a summary.