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
- 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.
