Pia Integration
Integrating Thread with Pia (SmartForms)
Overview
This integration connects Thread with Pia to automate complex workflows directly within the chat interface. By linking these platforms, you can trigger Pia SmartForms (such as User Onboarding, Password Resets, or Access Requests) immediately when a user expresses a specific intent.
What the user sees: Instead of being redirected to a portal, the user receives an interactive "Open Form" button directly in the chat. When clicked, a branded form appears over the chat window, allowing them to submit data instantly.
Prerequisites
Before you begin, ensure the following are in place:
- PSA Connection: Your PSA (Autotask, ConnectWise, or Halo) must be successfully connected and active in Pia → Integrations.
- Admin Access: You will need administrator access to both Thread and PIA to exchange API keys.
- Microsoft Graph: The specific client must have authorized the Microsoft Graph API within PIA.
Configuration Guide
Step 1: Connect Thread to Pia
To establish a secure connection, you will need to copy distinct keys between the two platforms. Open two tabs: one for Thread Admin and one for Pia.
- Navigate to Thread → Admin → Integrations → Pia.
- Navigate to PIA → SmartForms → Integrations.
- Exchange the Keys:
- From Pia to Thread: Copy the "Thread App API secret" from Pia and paste it into the "API secret key" field in Thread.
- From Thread to Pia: Copy the "Thread embed key" from Thread and paste it into the "Embed key" field in Pia.
Step 2: Configure SmartForms in Pia
For a form to appear in Thread, it must be properly configured on the Pia side first.
- Create: Ensure the SmartForm exists inside Pia.
- Enable: Verify the form is enabled for the specific client you are testing.
- Assign: Assign the form to the necessary PSA company (if applicable).
Step 3: Link Intent in Thread
Once connected, you need to tell Thread when to show the form.
- Go to the Thread dashboard.
- Select or create the Intent (e.g., "New User Onboarding").
- In the intent settings, enable the option to use a Pia SmartForm.
- Select the specific SmartForm you configured in Step 2.
Testing & Validation
We recommend testing the flow internally before rolling it out to production.
- Trigger the Flow: Open the chat window and type a phrase matching your intent (e.g., "I want to onboard a new user").
- Verify the Prompt: The bot should respond with a card containing an "Open Form" button.
- Check the Form: Click the button. A pop-up form (branded with the client's logo, if set) should appear requesting details like Name, Start Date, and Job Title.
- Submit & Verify: Fill out the form and click Send. Confirm that:
- The chatbot acknowledges the submission.
- The data is correctly written back to your PSA (Autotask/ConnectWise/Halo).
