Onboarding Cohort Hub for New Partners
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!
Communicating Thread rollout to your customers
First-time Thread Workspace Setup Guide
Getting Started with Thread
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 set-up Service Copilot Auto-Prioritization
Starter Prompts for Service Copilot Auto-Prioritization
How to track your time in Inbox
Sending attachments with Inbox
Save time answering chats with Snippets
Accessing & Installing Inbox
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
Getting Started with Messenger
Prepare your customer-facing Messenger experience
Prepare your customer-facing Teams experience
Recommended plan for rolling-out chat
Messenger on Windows
Messenger on Web
How to setup the Autotask Ticketing Integration
Setting up an Email Communication Workflow in Autotask
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
How to enable Chat and TimePad pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
How to test the Customer Teams App in a Sandbox Environment
How to install your custom Teams app on your Customers' tenants
Connecting Thread to your Teams (for Service Providers)
Troubleshooting "You don't have permission" error in Teams
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
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?
How to Setup a CSAT Survey
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?
Is there a way to pull existing tickets to a channel in Inbox?
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?
How can we send tickets from 2 or 3 service boards to Slack or Teams?
Which ticketing systems do you support?
Where can I find my Thread App ID?
Updated by Kristof Orts
When a User selects the Chat option after clicking the Help button in their User Support screen from Chatgenie Messenger, they will be prompted for a description of the issue they’d like help with (as pictured below):
The components of a chat support request are:
1. Description: The text entered here becomes the description of the issue for your support technician; users are encouraged to provide as much detail as possible so engineers can facilitate the request quickly!
2. Device If their issue is with a Configuration affiliated with their Contact in Manage, it will be listed as shown above. Users can select the device that is experiencing the problem to help your technician troubleshoot!
3. No Device: If the issue does not correspond to a listed device and the User selects ‘None of the above’, the ticket will be generated with no Configuration attached.When a Device or No Device value is selected, the ticket will be created on your #live-chat channel and your dispatch or triage teams can assign technicians to assist!
When a support resource is assigned and begins chatting with the User, their Chat transcript will update with the Member Name of the assigned resource at the top of the Chat window and notify them (as shown below):
To respond to the user and progress the Ticket via chat, you will receive this new ticket in Teams, Slack or Inbox. Depending on what you chose to receive tickets. From there you can reply and add actions to the ticket, such as:
- Internal note
- Change status
- Start timer
Customer will see an overview of all their tickets (if they have an account) here.
Click on the avatar with initials to see personal settings. Here you can connect Slack or Teams and enable notifications.