Frequently asked questions
How can I get help with setting up Thread?
We recommend reading through our guide to Getting Started with Thread - this will guide you through all the steps from setting up the platform and training your team to deploying to your customers. G…
How does Thread decide who gets assigned to dynamic Teams or Slack channels?
Dynamic channels are public channels by default so users may join them, if they find them. However, resources that are set on the service thread that generated the channel in Teams or Slack automatic…
How to Setup a CSAT Survey
Most PSA-native or integrated CSAT survey solutions provide URLs that are unique to your company, and each will tie to a Positive, Neutral or Negative response. Here is an example of a positive Smile…
Can you add custom filters to Flows?
To request custom filters on flows, please reach out to us via chat or help@chatgenie.io
Can I get a custom Teams or Slack support app?
Yes, you can get custom Teams and Slack support apps to deploy to your customers. Read on for more details on each platform. Customized Customer-Facing Teams Apps. Yes, a Teams app builder is availab…
How do we request a feature that we need?
This is our favorite question, and why we keep our service free. Please feel free to ask for features by adding them to https://feedback.chatgenie.io/. We connect this to our developer backlog, and y…
Is there a way to pull existing tickets to a channel in Inbox?
Yes there is! To pull existing threads into a new channel: Ensure that the flow tied to the channel has the "dynamic flows" option enabled. Make sure that the thread you want moved meets the requirem…
Are there any templates for the Teams app banner?
Yes we have photo or colors that you can use for your Teams app. Just download the image here and upload it in the App builder. (All photos are free to use, copyright free) Photos Colors
Can I disable the "New User" flow in Messenger chat?
Yes. You can add the parameter flow = customer in the script. So your script should look like this: <script> var chatgenieParams = { appId: "YOUR-APP-ID", flow: "customer" } function run(ch){ch.defau…
I'm seeing tickets show up that were not created via Slack or Teams?
When a ticket is created elsewhere, via email for example, the ticket is still attached to the contact’s name and will show up under their list of tickets in Teams, Slack or Messenger. This way your…
Internationalization Support
You may have customers that are all over the world and speak different languages, and you may want to support them through Thread. We have levels of support based on the app you are working through.…
How can we send tickets from 2 or 3 service boards to Slack or Teams?
Flows are meant to work similarly to “Views” on ConnectWise Service Boards. We use groups on which you can apply “AND” or “OR” statements. Here is a screenshot of how it should look:
Which ticketing systems do you support?
Autotask Fully supported.. ConnectWise Manage Fully supported..
Where can I find my Thread App ID?
Where can I find my Thread App ID? What is Thread app ID? Your Thread app ID is a unique ID used to deploy your thread messenger to customers.. To find your Thread app ID, navigate to the admin panel…
