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 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
- Inbox
- Inbox Channels & Flows
- Channels and Flows
- Setting up Inbox
Setting up Inbox
Updated by Stephen Boss
Inbox is where you and your colleagues provide service for your customer. It is the app you use, as the service provider, to collaborate with your teammates and customers. Inbox was designed to give your team service superpowers so that you can focus on providing great service!
Inbox isn't limited to managing customer chats, it can also be used by your entire organization to manage all the service tickets coming from your ticketing system.
Setting up Inbox
In this guide we will be walking you through setting up Live Chat as your first channel. If you want to configure additional channels and flows, read creating channels and flows to learn how.
- After completing the Thread Quick Setup, you will be redirected to Inbox. Where it will ask you to set up your first channel.A Channel is similar to a service board or service queue in your ticketing system. It is where your tickets/threads reside in Active or Done states. You will see your tickets and threads in a list and can take action on them from the channel(s) as they come in.
- Icon - set your icon for the channel, this will help you easily distinguish your channel once it's been set up. We are setting up a channel for Live Chat so for this guide, we will use a chat bubble icon.
- Name - Name your channel here. Since we will be using this channel to monitor Live Chats from Thread Messenger, we will name this channel "Live Chat".
- Click Next step when ready to proceed.
- During the Quick Setup you configured your Ticketing System. Thread should have had enough time to import your team members into the system. You will be asked to invite other Team members to the live chat. You can do so by typing their name or email in the text box and selecting them, you can add mulitple team members to a channel. If you want to add people later, proceed to the Next Step.Channels can have Members. Only users with Admin permissions in Inbox are able to invite users into channels. A user must be a member of a channel in order to see or interact with it.
- When done, click Add team members to proceed.
- You are presented with a screen to set up a Flow. This flow will route service tickets/threads into the channel you created in the previous step.Flows are a set of rules that route service tickets/threads (from your ticketing system) into channels based on the rules you define. You can route on many common ticket fields such as Board, Source, Status, Company Type, and more!Flows can be either Dynamic or Static.
With Static Flows (default), once a ticket is routed to a channel, it stays in that channel though it may move between active and done states.
With Dynamic Flows (checkbox), tickets will flow into the channel based on the ruleset you apply via the flow - once the rule is no longer met, it will flow out of the channel. - Board - Set Board to be the service board/service queue in your ticketing system that you will be routing your Messenger Chats to. Later, when you get to the step for Setting up Messenger - you will configure messenger to route incoming tickets to that same board.
- Source - Set Source to "Chatgenie Messenger"
- Click Create Flow when finished
- Congratulations! You have successfully created your first channel and flow. Follow along to set up Messenger, you will be ready to use Inbox soon! Click Got it when you are done.
Next Steps - Setting Up Messenger
Now that you've successfully set up your first Channel and Flow to receive Live Chats from Messenger, you are ready to set it up and perform a live test! Follow along to Set up Messenger for your organization.