Getting Started with Thread
Onboarding Videos & Resources
Thread Training 1 - Getting Started with Thread
Thread Onboarding 2 - Thread Flows & Inbox Channels
Thread Training 3 - Thread AI
Messenger (Customer Chat Apps)
How-to Content for your Client End Users
Slack - Communicating with your customers about Thread Chat
Web - Communicating with your customers about Thread Chat
Windows Desktop - Communicating with your customers about Thread Chat
Microsoft Teams - Communicating with your customers about Thread Chat
CloudRadial - Communicating with your customers about Thread Chat
Getting Started with Thread's Customer Chat Apps
What are Thread's Customer Chat Apps? An Overview
Live Chat vs. Non-Live Chat - What's the difference?
Recommended plan for rolling-out chat
Step 1 of Setup: Customizing Messenger
Step 2 of Setup: Designing Custom Apps (Teams, Slack, Web, Cloudradial)
Deploying Messenger
Teams Service App
What is the Teams Service App for customers?
Design a custom Teams app for your customers
How to test the Teams Service App in a Sandbox Environment
How to deploy the Teams Service App to a Customer
How to uninstall the Microsoft Teams Thread Service App
Slack Service App
How to test the Slack Service App in a Sandbox Environment
How to deploy the Slack Service App to a Customer
Desktop Service App
Web Service App
Messenger FAQ
Teams & Slack Companion Apps (for Service Teams)
Teams Companion App for Service Teams
Installing the Internal-facing Inbox Companion app for Teams
Troubleshooting "You don't have permission" error in Teams
Slack Companion App for Service Teams
Inbox
Inbox Channels & Flows
Getting Started with Inbox Channels & Flows
Use cases
Channels and Flows
Dynamic Flows - How to create a dynamic Triage Channel
What is Inbox and how do I use it?
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?
Setup an on-call member to be assigned
Magic AI
Integrations
Autotask
How to setup the Autotask Ticketing Integration
How to enable Chat and Timepad insights in Autotask
Setting up an Email Communication Workflow in Autotask
Auvik
CloudRadial
ConnectWise Automate
How do I set up the Connectwise Automate Integration?
Deploy Messenger for Windows through Automate via Script
ConnectWise Manage
Thread Pods in ConnectWise Manage
How to enable Thread pods in ConnectWise PSA
How to setup the ConnectWise PSA Ticketing Integration
Adding permissions required to use Agreements/SLAs
IT Glue
Frequently asked questions
Security
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
List of Sub-Processors
Billing
How can I get help with setting up Thread?
Managing your Inbox notifications
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?
How do I upload a 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?
Where can I find my Thread App ID?
Weekly Trainings & Office Hours
- All Categories
- Messenger (Customer Chat Apps)
- Messenger FAQ
- How do customers use Messenger chat?
How do customers use Messenger chat?
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:
- Reply
- Internal note
- Assign
- Change status
- Start timer
Customer will see an overview of all their tickets (if they have an account) here.
Personal settings
Click on the avatar with initials to see personal settings. Here you can connect Slack or Teams and enable notifications.