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
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- How to install Messenger on Windows?
How to install Messenger on Windows?
Updated by Kristof Orts
Install on Windows
Once downloaded you can open the file. If you have a firewall it will prompt a message that the app is unrecognized. Click on More Info and then click on Run Anyway.
Your app should then show up in the system tray of Windows Desktop.
Where do I find Messenger?
Messenger can be found in the system tray of your Windows Desktop (pictured below):
How do I log in to Messenger?
When you click on the chat support icon for the first time, you will be presented with the Chatgenie Messenger login prompt:
To log in, please enter your corporate email address.If your email is found by Chatgenie, you will be prompted for a second form of authentication:
Users will have two options for the second authentication method:
1. Email: This option will send a code to your email address (as pictured below)
2. Text: This option will prompt you to enter your full mobile phone number; if the number is found by Chatgenie, you will be sent a code via SMS text message.When successfully logged in to Messenger, you will be presented with your company’s User Support home screen.
How do I use Messenger?
here are three main areas of navigation from the User Support screen (pictured above):
1. Alerts
The Alerts section displays informational messages from your service provider.
2. Service
The Service section displays information about the service tickets currently available with your service provider.Ticket Number: This number corresponds to the request in your service provider’s ticketing system.Status: This value shows the current status of your request.Request Date: The date value in the top-right corner shows the age of the service request.
3. Help
The Help button enables you to ask for help from your service provider via chat
How do I ask for Help via Chat?
Select the Chat option after clicking the Help button in your User Support screen. You will be prompted for a description of the issue you’d like help with (as pictured below):
The components of a chat support request are:
1. Description:
The text you enter here becomes the description of the issue for your support technician; please provide as much detail as possible so they can facilitate your request quickly!
2. Device:
If your issue is with a device affiliated with your account, it will be listed as shown above. If applicable, please select the device that is experiencing the problem to help the technician troubleshoot!
3. No Device:
If the issue does not correspond to a listed device, please select ‘None of the above’.When a Device or No Device value is selected, the ticket will be created with your service provider and one of their support technicians will be notified and assigned to assist!