Messenger FAQ

10 articles

Live Chat vs. Non-Live Chat: What's the Difference?

Watch this short video to learn about the difference between Live Chat and non-Live Chat and decide what's best for your service team and your clients..

Updated by Kelly Schwarz

How to Override Messenger Branding and Configuration for a Customer

Introduction. Sometimes there are scenarios where you need to deploy Messenger with settings that are specific to a customer. Not only is this possible with Thread, but it is also very easy to accomp…

Updated by Stephen Boss

How Configurations and Assets Work in Messenger Chat

When a configuration or asset is assigned to a contact in your ticketing system, it is automatically pulled into the Messenger Chat and presented to the customer. This feature is not optional and dep…

Updated by Bryan Chapman

Messenger Internationalization (English & French)

You can now change Messenger language from English to French! We currently only support English and French, and only in Messenger standalone and Teams. Slack is not supported today. In admin panel, y…

Updated by Mark Alayev

Allow New Contacts to Open Chats in Messenger

The default behavior of Messenger is to only allow contacts that exist in your PSA to initiate chats. This allows you to validate all the users opening support inquiries as belonging to that company.…

Updated by Stephen Boss

How to Set Up Support Business Hours in Messenger

Messenger allows you to set hours of support, so when your customers contact you outside of these hours, they can still create a ticket. To set this up, log in to the Admin panel and navigate to Mess…

Updated by Kristof Orts

Access All Tickets in Messenger (formerly "Proactive Messages")

Contacts can now access all their tickets, including those created by email and phone, from Thread Messenger. Disabling this setting limits Messenger users to access only Chat-created threads. Enabling this setting allows you to exclude boards or queues that contacts have access to.

Updated by Bryan Chapman

How to Disable a Client's Messenger Access

This guide will demonstrate how to disable Messenger access when offboarding a client from Messenger. How to Disable Messenger Access. Navigate to the Admin Panel > Clients. Under the Companies Tab,…

Updated by Stephen Boss

How Do Customers Use Messenger Chat?

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 (a…

Updated by Kristof Orts

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…

Updated by Griffin Steinman