How to Add a "Chat Now" Button to Ticket Email Notifications in Your PSA

Updated by Bryan Chapman

This guide explains how to add a "Chat Now" button to your ticket email notifications in your PSA. The button gives clients instant access to your support team via Thread Messenger, driving faster resolutions and better engagement.

What the Button Does

The Chat Now button:

  1. Is embedded directly in ticket-related emails.
  2. Opens a live support chat in the client's browser.
  3. Automatically includes the client’s name, email, and company—no extra steps required.

Code Snippet

Paste the following HTML code into your PSA’s ticket email template to display the chat button:

<p> </p>
<p style="font-family: helvetica">
  <span style="display: inline-block; text-decoration: none; color: #FFFFFF; background-color: #EB4034; padding: 12px 16px; border-radius: 4px; font-family: Helvetica, Arial, sans-serif; font-size: 16px; font-weight: bold; text-align: center; border: none">
    <a href="https://messenger.getthread.com?fullname=[contactfirstname]+[contactlastname]&flow=customer&email=[contactemail]&companyName=[companyname]&appId=<add your appid>&notificationPermission=granted" 
       style="text-decoration: none; color: #FFFFFF; background-color: #EB4034; border-radius: 4px; font-family: Helvetica, Arial, sans-serif; font-size: 16px; font-weight: bold; text-align: center; border: none">
       Chat Now
    </a>
  </span>
</p>
<p> </p>

How It Works

The link in the button dynamically pulls information using placeholder fields supported by your PSA:

  1. [contactfirstname] – The client’s first name
  2. [contactlastname] – The client’s last name
  3. [contactemail] – The client’s email address
  4. [companyname] – The client’s company

Make sure your PSA supports these variables. If not, update them with the correct placeholder format your system uses.

Where to Find Your App ID

To make this button functional, you need to replace <add your appid> in the link with your actual Thread App ID.

Here’s how to find it:

  1. Log in to your Thread admin panel.
  2. Navigate to Messenger → Installation.
  3. Locate your App ID in the installation section.
  4. Copy and paste it into the appId= portion of the chat link.

How to Add It to Your PSA

While every PSA is different, here's a general process for updating your email template:

  1. Open your PSA's email template editor.
  2. Locate the template used for ticket updates or status notifications.
  3. Open the HTML view (or source view) of the template.
  4. Paste the HTML snippet where you'd like the Chat Now button to appear.
  5. Replace <add your appid> with your actual App ID.
  6. Save and preview the template using a test ticket or contact.

Best Practices

  • Test how the email renders in various email clients (desktop + mobile).
  • Ensure placeholder fields are correctly replaced by your PSA.
  • Customize button color (#EB4034) to match your branding if needed.

🚀 The Result: A Better Support Experience

By giving clients a one-click way to chat with support, you're removing barriers and encouraging real-time conversations. It's a simple upgrade that delivers serious impact.

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