> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What is Thread?

> Beginner's overview of Thread, the AI service desk for MSPs: Inbox, Messenger chat, Triage Agent, assistive automations, and PSA integrations.

## Overview

Thread is a purpose-built **AI service desk platform** designed for Managed Service Providers (MSPs). It centralizes communication by connecting your customers, your service team, and your Professional Services Automation (PSA) software into a single intelligent workflow.

* **Faster response:** Instant acknowledgment and 24/7 triage so customers never feel ignored.
* **Smarter workflows:** Issues are automatically categorized and prioritized, streamlining dispatch.
* **Better context:** Technicians get complete conversation history and AI-driven insights for faster resolution.

## Watch the introduction

<Frame>
  <iframe src="https://www.loom.com/embed/ba00f274d5c1464da075259f8eafa5d5" width="100%" height="400" allowfullscreen />
</Frame>

## The core products

### Thread Inbox — your technician hub

Thread Inbox is your service team's central command center for managing, prioritizing, and responding to tickets in real time.

* **Real-time ticket management:** Every customer conversation, across channels, in one unified live feed.
* **Priority and status views:** Filter and sort by urgency, client, service board, or technician assignment.
* **Super Magic:** Run inline AI queries to summarize ticket history or generate resolution suggestions.
* **Inline collaboration:** Leave internal notes and tag teammates without leaving the ticket.
* **PSA sync:** Every action in Inbox is instantly reflected in your connected PSA.

### Messenger — customer-facing chat

Messenger is the modern interface your customers use to submit tickets and communicate with your team.

* **Embeddable chat widget:** A branded, lightweight widget for your website or client portals.
* **Multi-channel access:** Customers reach you via Microsoft Teams, Slack, or the web widget — all routed into one inbox.
* **Proactive notifications:** Customers are kept updated on status changes so they never have to ask.
* **Conversation history:** Persistent chat history for both the customer and the service team.
* **Seamless PSA ticket creation:** PSA records are generated and updated behind the scenes as the customer chats.

### Assistive AI automations

Magic AI works silently in the background to eliminate manual data entry and triage tasks.

* **Auto Prioritization:** Assigns priority levels based on the context and urgency of the request.
* **Auto Categorization:** Sets the correct ticket type, issue type, subtype, and affected item.
* **Auto Title:** Generates clear, descriptive ticket titles from the conversation.
* **AI Recap Template:** Produces concise summaries for escalation hand-offs, resolution notes, or coaching.
* **Magic Sentiment:** Tracks and scores customer frustration so your team can handle sensitive situations well.

### Magic Agents — active participation

Magic Agents actively participate in the service workflow to handle repetitive tasks, gather information, and resolve standard requests.

**Triage Agent** — your 24/7 conversational AI for the initial wave of customer requests:

* **Auto Responder:** Instant, customized acknowledgment to the user.
* **Automation Triggers:** Kicks off external workflows or RPA scripts based on the request.
* **Auto Triage:** Collects scope, priority, and missing details before a human technician takes over.
* **Approval Workflows:** Pauses to gather approvals from managers or clients before proceeding.
* **Auto Resolve:** Executes resolutions for known, common issues without human intervention.
* **Listening Mode:** Monitors stalled conversations and gently re-engages the user.
* **Intent-Based Catalog:** Applies custom handling rules for specific request types.

**Reminder Agent** — stops tickets from stalling by sending personalized AI follow-ups to non-responsive customers, keeping your board clean.

### Voice AI

Extend Thread's intelligence to your phone lines.

* **After-hours and first-line support:** A reliable answering service when your human team is unavailable.
* **Automatic contact mapping:** Logs phone tickets under the correct contact and company in your PSA.
* **Natural language call handling:** Gathers critical details conversationally before routing or creating a ticket.

### Client and Contact Intelligence

Thread builds a working memory of your clients to provide hyper-personalized support.

* **Contact Intelligence:** Stores per-contact memory — such as the devices they use or their communication preferences — available in Inbox and used by the Triage Agent to contextualize responses.
* **Client Intelligence:** Automatically generates a self-updating knowledge base from resolved threads, with a client overview dashboard, organizational sentiment tracking, and configuration history.

<Note>
  Contact Intelligence is included with AI Pro subscriptions.
</Note>

## What Thread connects to

**Supported PSAs:** ConnectWise, Autotask, and HaloPSA.

**Communication platforms:** Microsoft Teams and Slack (via the Companion App), and the web widget.

**Security and compliance:** Your data and your clients' data are protected by enterprise-grade controls — SOC 2 compliance, data encryption, and role-based access.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Which PSAs does Thread support?">
    Thread offers deep, native integrations with ConnectWise, Autotask, and HaloPSA.
  </Accordion>

  <Accordion title="Is Contact Intelligence included in all plans?">
    No — Contact Intelligence (per-contact memory like devices and preferences) is included with AI Pro subscriptions.
  </Accordion>

  <Accordion title="How does the Triage Agent handle after-hours tickets?">
    The Triage Agent provides instant 24/7 acknowledgment, automatically gathers scope and priority, and can trigger Auto Resolve for common issues or kick off approval workflows while your human team is offline.
  </Accordion>

  <Accordion title="Is Thread secure?">
    Yes. Thread is SOC 2 compliant, uses strict data-encryption standards, and employs role-based access to protect both your MSP and your clients.
  </Accordion>
</AccordionGroup>

## Next step

Ready to set up? Start the [partner onboarding path](/onboarding/overview) — the staged rollout your Thread CSM runs with you, from creating your workspace to going live with AI, chat, and voice.


## Related topics

- [Welcome to Thread](/index.md)
- [Thread Partner Change Management Guide](/get-started/thread-partner-change-management-guide.md)
- [Get around Inbox](/start-here/roles/technician/get-around-inbox.md)