Getting Started
What is Thread? A Beginner's Guide
Setting Up Your Thread Workspace
Configure Status Mapping in Thread
Integrations
PSA Integrations
ConnectWise PSA
Pod Configuration in ConnectWise PSA
How to use Thread Pods in ConnectWise PSA
How to Setup ConnectWise PSA Ticketing Integration
Connectwise Permissions Overview
Autotask PSA
How to Setup Autotask Ticketing Integration
How to Enable Chat and Timepad Insights in Autotask
Setting up an Email Communication Workflow in Autotask
Halo PSA
How to Setup HaloPSA Ticketing Integration
Action Mapping Configuration with Thread
Exploring Your Response Options in Halo
Frequently Asked Questions (FAQ)
Other Integrations
Auvik
CloudRadial
ConnectWise Automate
ITGlue
TimeZest
Assistive AI Automations
Auto Prioritization
Configuring Auto Prioritization
Auto Categorization
Configuring Auto Categorization
Configuring Ticket Type Categorization
Recap Templates
Magic Recap Template Library
Getting Started with Magic Recap
Auto Title
Configuring Magic Title
Magic Title Rule Creation Guide
Sentiment Analysis
Flows and Views for Sentiment
Configure Magic Sentiment
AI Agents
Triage Agent
Setting up Triage Agent
Introducing Your Service Catalog
Create Your First Intents with Triage Agents
Trigger Powerful Automations with Magic Agents
Intent Creation Assistance
Automate Approvals with Magic Agents
Creating a Workflow to Track Magic Agent Activity
Automating Knowledgebase Search with Triage Agent
Setting Up Email Support for Magic Agents and Inbox
Getting Started with Triage Agent
Voice AI
Getting Started with Voice AI
How to Set Up and Configure a Voice AI Agent
Contact Mapping
Reminder Agent
Configure Reminder Agent
Contact Intelligence
Contact Intelligence Overview
Contact Intelligence FAQ
Messenger
Getting Started with Messenger
Configure and Personalize Messenger
Create Your Custom Chat App
Deploy and Test Your Custom Chat App
Deploying Messenger
Teams Service App for your Customers
What is the Teams Service App for Customers?
Design a Custom Teams App for Your Customers
How to Deploy the Teams Service App
Embedding CloudRadial in Your Teams App
Cloning a Legacy Teams App
How to Roll Out the Teams Service App to Specific Users
Microsoft Teams 2.0 FAQs
Microsoft Teams App Permissions
How Do I Upload a Teams App Banner?
How to Uninstall the Microsoft Teams Service App
Slack Service App for your Customers
How to Test the Slack Service App in a Sandbox Environment
How to Deploy the Slack Service App to a Customer
Desktop Service App
Deploying Messenger to Mac
Windows Deploying Messenger via Command Line
How to Deploy Desktop Messenger with SSO
Web Service App
Embedding the Messenger "Chat Bubble" on Your Website
Messenger Portal Auto Authentication
Embedding Messenger on a Landing Page
Messenger FAQ
Standard Chat vs. Chat with SLAs: What's the difference?
How to Override Messenger Branding and Configuration for a Customer
How Configurations and Assets Work in Messenger Chat
Messenger Internationalization (English & French)
Allow New Contacts to Open Chats in Messenger
How to Set Up Support Business Hours in Messenger
Access All Tickets in Messenger (formerly "Proactive Messages")
How to Disable a Client's Messenger Access
How Do Customers Use Messenger Chat?
Where Can I Find My Thread App ID?
How to Add a "Chat Now" Button to Ticket Email Notifications in Your PSA
Thread Inbox
Getting Started with Inbox
Create Your First Views
How to Setup Single Sign-on (SSO)
What are Views and Insights?
Avatars
Application Overview & Behavior
Inbox: Getting Started
Inside Views
Navigating a Thread
Thread Control Panel
Notifications
Flows
How to Set Up an On-Call Member to Be Assigned
Creating a Flow to Send a Holiday Out-of-Office Message
How to Setup a SmileBack CSAT Survey
Thread Planner
Thread Planner: How-To Guides and FAQs
Snippets
Save Time Answering Chats with Snippets
How to Create an Email Signature Using Snippets
Helpful Tips & Tricks
How to Track Your Time in Inbox
Sending Attachments with Inbox
Accessing & Installing Inbox
Can I Customize the Style of My Messages?
What Shortcuts Can I Use in Inbox?
Managing Members in Thread
Thread Admin Panel
Clients
Members
Workspace
Status Automations
Plans & Licenses
Approvals
Approvals in Inbox
How to Set Up User-Defined Fields (UDFs) in Autotask for Approvals
Teams & Slack Companion Apps
Teams Companion App for Service Teams
Installing the Internal-Facing Companion App for Teams
Troubleshooting "You Don't Have Permission" Error in Teams
Slack Companion App for Service Teams
How to Use the Slack Companion App for Service Teams
Installing the Internal-Facing Inbox Companion App for Slack
Customer Communication & Adoption
Craft your White Labeled Thread Customer Rollout Campaign
Can I Get a Custom Teams or Slack Support App?
Multi-Language and Internationalization Support
Webinars & Training
Register for Live Service Team Training
Notifications for your Customers
How Notifications Work for your Customers
Notifications for your Team
How to Manage Your Inbox Notifications
How Notifications Work for your Team
Security & Billing
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
List of Sub-Processors
Accessing Thread invoice history and billing information
Slack Permissions Guide
All Categories > AI Agents > Triage Agent
10 articles
Setting Up Access. Let's get started! Triage Agent can start triaging your service tickets with just 5 minutes worth of setup! Navigate to Thread Admin -> Magic Agents -> Triage Agent -> Manage Acces…
Updated 1 week ago by Andy Althouse
Magic Agents gather information so your technicians or automations can get straight to outcomes
Updated 8 months ago
Start here, creating the most common and impactful intents, based on extensive analysis
Updated 7 months ago by Bryan Chapman
Magic Agent is great at troubleshooting and gathering information. It can take that information and either send it to a technician, or kick off an automation. Just like for a technician, it can kick…
Updated 8 months ago by Bryan Chapman
The Intent Creation Assistance intent is designed to help users build new intents within the Magic Agent service catalog. This intent collects the necessary details, such as the intent name, descript…
Updated 8 months ago by Stephen Boss
The Magic Agent Approvals feature allows Managed Service Providers (MSPs) to fully automate approval workflows directly within Thread. By adding approvals to Magic Agent intents , you can automatical…
Updated 8 months ago by Griffin Steinman
To seamlessly integrate Magic Agents into your service workflow, it's recommended to create a dedicated or unique status for when Magic Agents are actively working on a ticket. This provides clear vi…
Overview. This guide outlines how to integrate Triage Agent with Power Automate to streamline IT request resolutions by automatically searching and scraping relevant knowledgebase articles...
Updated 3 months ago by Bryan Chapman
Magic Agents can be used across both chat and email-sourced service tickets to triage, troubleshoot, and collect information for your team or trigger powerful workflow automations. This guide will wa…
Updated 1 month ago by Bryan Chapman
Meet your new AI-powered service team! Triage Agent is conversational service AI, designed to triage, respond to, and even resolve incoming chat or email service requests with efficiency and speed. I…
