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Guide to Setting Up Thread Inbox for the Triage Team Service Model

Bryan Chapman Updated by Bryan Chapman

The Thread Inbox allows you to set up channels that reflect your team's triage structure, enabling you to create a dedicated channel for your triage team. Follow these steps to configure your Thread Inbox channels for the triage team service model:

Step 1: Create a Channel for Your Triage Team

  1. Login to Thread Inbox.
  2. Create a new channel by clicking the "+" next to Channels.
  3. Give your channel a name that reflects its purpose, for example, "Triage Team".
  4. Invite agents that are part of the triage team by typing their names and selecting them. By default, you are already in the channel.
  5. Click Confirm when you're done.

Step 2: Define Ticket Flows

  1. Login to Thread Admin Panel.
  2. Go to the Flow section to define what tickets should go into the triage channel.
  3. Click Create Flow.
  4. Choose which board you want to receive tickets from.
  5. To receive live chats, set the source to Messenger. This will send all chats created from Teams, Slack, desktop, web, Android, etc. To receive all tickets, regardless of the source, filter by Service Board or other criteria. Customize the flow to best fit your triage team’s needs and how you want to receive inbound threads.
  6. Click Rule to select which criteria the tickets should meet to be routed to the triage team.
  7. There are many other filters, such as Companies, where you can select specific companies or contacts that should be prioritized.
  8. Check Dynamic Flows to automatically remove tickets from this channel that no longer match the flow criteria.
  9. You can also route these tickets to Teams or Slack (depending on which you have integrated) by clicking on the "+".
  10. Click Save.
Threads will only appear in the channel once the tickets fitting the criteria you set in the flows have been modified. To test this setup, modify an existing ticket in your ticketing system to force it to appear in Thread Inbox and route into your channel.

By following these steps, you can efficiently set up your Thread Inbox to align with your triage team service model, ensuring that all incoming tickets are assessed and dispatched to the appropriate team or tier.

For additional support, contact your Customer Success Manager.

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