Getting Started
Getting Started Cohort Hub
Scheduled Cohorts
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!
Use cases
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
Inbox
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
Messenger
Integrations
Autotask
Auvik
CloudRadial
ConnectWise Automate
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
ConnectWise Manage
IT Glue
Kaseya BMS
Microsoft Teams
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
Slack
Security
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?
Internationalization Support
How can we send tickets from 2 or 3 service boards to Slack or Teams?
Which ticketing systems do you support?
- All Categories
- Messenger
- Getting Started with Messenger
- Recommended plan for rolling-out chat
Recommended plan for rolling-out chat
Updated
by Stephen Boss
Recommended Roll-out Plan
Start Small and Scale Up
Thread recommends starting small with your deployment and scaling up. Below is a chat roll-out plan that works for most partners. We recommend you take this plan and adapt it to suit your needs.
We find that it is important to develop a plan for rolling out chat, set dates and stick to it. Once you define your plan, share it with your organization's leadership and the service delivery team(s) for buy-in.
1. | You are the customer - Launchย Chatย Internally | ๐ [OPTIONAL] Watch 3. Onboarding Webinar - Customer Deployments! ๐จ [OPTIONAL] Send an email to all MSP staff notifying that you will be deploying chat internally, when and how to use it. Use our communication and how-to templates. | Test Phase | Week 1 |
2. | Test in a Sandbox โฑ๏ธ[OPTIONAL] | Test Phase | Week 1 | |
3. | Train your Team ๐๏ธ | โ Invite your service team into Inbox and invite them to the appropriate channels ๐ Have your service team watch 4. Onboarding Webinar - Service Collaboration Training (COMING SOON) | Test Phase | Week 1 |
4. | Notify and Deploy to 5 trusted customers ๐ | โ Select the 5 customers you have the best relationship with ๐จ Send an email to each customer notifying what you will be doing, when and how. Use our communication and how-to templates. ๐ป Deploy to customers' Teams, Slack, or Desktop (choose one option per customer, if they don't use Teams or Slack, deploy desktop) | Pilot Phase pt. 1 | Week 2 |
5. | Notify and Deploy to next 5 customers that will benefit most | โ Select the 5 customers that have asked for chat or are looking for faster response/resolution times ๐จ Send an email to each customer notifying what you will be doing, when and how. Use our communication and how-to templates. ๐ป Deploy to customers' Teams, Slack, or Desktop (choose one option per customer, if they don't use Teams or Slack, deploy desktop) | Pilot Phase pt. 2 | Week 3 |
6. | Notify and Deploy to the rest of your managed customers | โ Select the remainder of your managed clients ๐จ Send an email to each customer notifying what you will be doing, when and how. Use our communication and how-to templates. ๐ Deploy to your Website and/or CloudRadial ๐ป Deploy to customers' Teams, Slack, or Desktop (choose one option per customer, if they don't use Teams or Slack, deploy desktop) | Wide Deployment Phase | Week 4 |