Webhooks & APIs: How Thread talks to your PSA
Overview
When Thread Inbox and a customer's PSA (ConnectWise Manage, Autotask, or Halo) stay in sync — tickets updating, contacts appearing, statuses changing — that's webhooks and APIs doing the work behind the scenes. This article explains what they are and how they fit into the Thread ecosystem.
What is an API?
An API (Application Programming Interface) is a structured way for two applications to talk to each other. Think of it like a waiter at a restaurant — you (Thread) place an order, the waiter (the API) takes it to the kitchen (the PSA), and brings back what was requested.
APIs are typically used when Thread needs to ask the PSA for something or send something to the PSA — for example:
- Pulling a list of contacts from ConnectWise into Thread
- Creating a new ticket in Autotask when a conversation comes in
- Updating a ticket status in Halo after a reply is sent
API calls are on-demand — Thread reaches out to the PSA when it needs something.
What is a Webhook?
A webhook is essentially a push notification between two apps. Instead of Thread repeatedly asking "has anything changed?", the PSA automatically notifies Thread the moment something happens.
Think of it like signing up for email alerts — rather than checking a website constantly, the website emails you when there's an update.
In practice, webhooks are used when the PSA needs to notify Thread about something — for example:
- A technician updates a ticket in ConnectWise → Thread reflects that change in the Inbox
- A ticket is closed in Autotask → Thread marks the conversation as resolved
- A new contact is added in Halo → Thread becomes aware of that contact
Webhooks are event-driven — the PSA reaches out to Thread when something happens.
APIs vs. Webhooks at a Glance
API | Webhook | |
Who initiates it? | Thread asks the PSA | The PSA notifies Thread |
When does it happen? | On demand | When a specific event occurs |
Analogy | Asking a question | Receiving an alert |
Common use | Fetching or sending data | Reacting to changes in real time |
How They Work Together in Thread
In most Thread + PSA integrations, both APIs and webhooks are used together to keep everything in sync:
- On setup, Thread uses the PSA's API to pull in existing data — boards, contacts, companies, ticket statuses.
- During live use, webhooks from the PSA notify Thread in real time when tickets are updated, created, or closed.
- When Thread takes an action (a reply is sent, a ticket is assigned), it uses the API to write that change back to the PSA.
This two-way flow is what makes the Thread Inbox feel like a live reflection of what's happening in the PSA — and why a broken API connection or misconfigured webhook can cause tickets to fall out of sync.
Common Issues to Watch For
Symptom | Likely Cause |
Ticket updates not reflecting in Thread | Webhook from PSA may be broken or misconfigured |
Thread actions not appearing in the PSA | API connection issue or credential problem (401/403 errors) |
Contacts or companies not loading | API call failing — check for 404 or 500 errors |
Delays in syncing between platforms | Webhook delivery delay or rate limiting (429) |
