# Thread Docs

> Thread is the AI service desk for MSPs: shared Inbox, customer-facing Messenger chat, assistive AI, Magic Agents, Voice AI, and Super Magic, wired into ConnectWise, Autotask, and HaloPSA. These are the customer-facing docs. Readers are MSP technicians, dispatchers, service and ops managers, admins, security owners, CSMs, and owners, each trying to finish a specific job.

## Three journeys through these docs

- [Standing Thread up](https://helpdocs.getthread.com/onboarding/overview.md): A staged ten-part rollout for an admin configuring Thread for the first time, from workspace creation and PSA status mapping through Magic Agents and Voice AI.
- [Learning your job in Thread](https://helpdocs.getthread.com/start-here/roles/overview.md): Eight role paths, each a short ordered course: Technician, Dispatcher, Service & Ops Manager, CSM / Account Manager, Security & Compliance Owner, Sales & Business Development, MSP Owner / Leadership, Automation Engineer.
- [Picking a prebuilt job to run](https://helpdocs.getthread.com/skill-library/overview.md): The Magic Library — a searchable catalog of agents and skills for the service desk. A skill is work you run in Super Magic; an agent is that same skill given a Flow trigger and a write scope so it runs unattended.

## Start here

- [Welcome to Thread](https://helpdocs.getthread.com/index.md): Thread is the AI Service Desk for MSPs — triage, Voice AI, Super Magic, and analytics, wired into ConnectWise, Autotask, or HaloPSA.
- [What is Thread?](https://helpdocs.getthread.com/get-started/what-is-thread-an-overview.md): Beginner's overview of Thread, the AI service desk for MSPs: Inbox, Messenger chat, Triage Agent, assistive automations, and PSA integrations.
- [Create your workspace](https://helpdocs.getthread.com/onboarding/create-your-workspace.md): Create your Thread workspace and connect your PSA: setup link, email verification, branding, and the ticketing integration that starts ticket flow.
- [Common questions](https://helpdocs.getthread.com/get-started/common-questions.md): Quick answers to top questions from new Thread partners: how threads map to your PSA, replies vs. notes, ticket sync, and where to find product FAQs.

## Onboarding

- [Your onboarding journey](https://helpdocs.getthread.com/onboarding/overview.md): Your stage-by-stage Thread onboarding journey from first login to AI Service Unleashed — the same path your CSM runs with you, with lessons to complete.
- [Set up your workspace](https://helpdocs.getthread.com/onboarding/set-up-your-workspace.md): Stand up your Thread workspace, connect your PSA, configure Microsoft SSO and status mapping, and tune notifications so tickets flow correctly from day one.
- [Create your workspace](https://helpdocs.getthread.com/onboarding/create-your-workspace.md): Create your Thread workspace and connect your PSA: setup link, email verification, branding, and the ticketing integration that starts ticket flow.
- [Configure Microsoft SSO](https://helpdocs.getthread.com/onboarding/configure-microsoft-sso.md): Enable Microsoft 365 single sign-on so your team logs into Thread securely with Entra ID — a Set up your workspace onboarding step for identity setup.
- [Configure status mapping](https://helpdocs.getthread.com/onboarding/configure-status-mapping.md): Map Thread statuses to your PSA workflow so tickets sync correctly with ConnectWise, Autotask, or HaloPSA — a Set up your workspace onboarding step.
- [Optimize email notifications](https://helpdocs.getthread.com/onboarding/optimize-notifications.md): Tune internal and PSA notifications in Thread so the right people are alerted at the right time — a Set up your workspace onboarding step for signal.
- [Turn on assistive AI](https://helpdocs.getthread.com/onboarding/turn-on-assistive-ai.md): Turn on Thread's assistive Magic AI — auto-prioritization, categorization, sentiment, Client Intelligence, Super Magic, and Flows — for every ticket.
- [Set up Auto-Prioritization](https://helpdocs.getthread.com/onboarding/auto-prioritization.md): Let Magic AI Auto-Prioritization set ticket priority at intake based on content and impact — a Turn on assistive AI onboarding step for faster triage.
- [Set up Auto-Categorization](https://helpdocs.getthread.com/onboarding/auto-categorization.md): Auto-assign ticket type, subtype, and item at intake with Magic AI Auto-Categorization — a Turn on assistive AI onboarding step for cleaner PSA data.
- [Set up Auto-Title](https://helpdocs.getthread.com/onboarding/auto-title.md): Auto-summarize thread subjects with Magic Title in Thread — a Turn on assistive AI onboarding step that turns messy email subjects into clean titles.
- [Turn on Magic Sentiment](https://helpdocs.getthread.com/onboarding/magic-sentiment.md): Score customer sentiment in real time with Magic Sentiment to surface at-risk threads in Thread — a Turn on assistive AI onboarding step for escalations.
- [Enable Client Intelligence](https://helpdocs.getthread.com/onboarding/client-intelligence.md): Enable Client Intelligence in Thread to build a running profile behind every contact — a Turn on assistive AI onboarding step for smarter ticket context.
- [Enable Super Magic](https://helpdocs.getthread.com/onboarding/enable-super-magic.md): Turn on Super Magic, the in-Inbox AI assistant that drafts replies and answers questions — a Turn on assistive AI onboarding step for technicians.
- [Set up Auto-Routing with Flows](https://helpdocs.getthread.com/onboarding/auto-routing-flows.md): Route and act on tickets automatically with Flows in Thread — a Turn on assistive AI onboarding step for hands-off ticket triage and dispatch.
- [Deploy Messenger chat](https://helpdocs.getthread.com/onboarding/deploy-chat.md): Deploy Thread Messenger so clients reach you inside Microsoft Teams — configure and personalize it, build your custom chat app, and roll it out with SSO.
- [Configure & personalize Messenger](https://helpdocs.getthread.com/onboarding/configure-messenger.md): Brand and personalize Thread Messenger for your clients with logos, colors, and copy — a Deploy Messenger chat onboarding step for a polished rollout.
- [Create your custom chat app](https://helpdocs.getthread.com/onboarding/create-teams-app.md): Build a white-labeled Microsoft Teams chat app for your clients — a Deploy Messenger chat onboarding step for branded, per-client Teams deployment.
- [Deploy Messenger](https://helpdocs.getthread.com/onboarding/deploy-messenger.md): Roll out Thread Messenger to clients with SSO, per-tenant branding, and installation — a Deploy Messenger chat onboarding step for chat go-live.
- [Tune AI](https://helpdocs.getthread.com/onboarding/tune-ai.md): Watch Thread's AI work, fine-tune it with Magic Analytics, go deeper on Super Magic, and bring your team along with change-management messaging.
- [Fine-tune with Magic Analytics](https://helpdocs.getthread.com/onboarding/magic-analytics.md): See the AI's impact in Thread and fine-tune with Magic Analytics data — a Tune AI onboarding step for measuring adoption, deflection, and outcomes.
- [Go deeper on Super Magic](https://helpdocs.getthread.com/onboarding/super-magic-deep-dive.md): Get your team fluent in Super Magic with prompts, skills, and Skill Library workflows — a step of the Tune AI Thread onboarding journey.
- [Announce Thread to your team](https://helpdocs.getthread.com/onboarding/announce-thread.md): Bring your team along with change-management messaging when you announce Thread internally — a Tune AI onboarding step for a smooth technician rollout.
- [Equip your technicians](https://helpdocs.getthread.com/onboarding/equip-technicians.md): Set technicians up to work faster in Thread with Inbox Views and Insights, Inbox Teams and pods, and the Slack Companion App for on-the-go tickets.
- [Build Inbox Views & Insights](https://helpdocs.getthread.com/onboarding/inbox-views.md): Create the focused Inbox Views and Insights techs work from every day in Thread — an Equip your technicians onboarding step for clean queue management.
- [Set up Inbox Teams & Pods](https://helpdocs.getthread.com/onboarding/inbox-teams.md): Organize technicians into Inbox Teams and pods in Thread to structure ownership and routing — an Equip your technicians onboarding step for scale.
- [Install the Companion App](https://helpdocs.getthread.com/onboarding/companion-app.md): Install the Thread Companion App so technicians can work tickets from Slack — an Equip your technicians onboarding step for faster in-chat response.
- [Run a team pilot](https://helpdocs.getthread.com/onboarding/run-a-pilot.md): Run a pilot with a small team, gather feedback, and prove the Thread workflow before scaling — using the service enablement playbook and technician ritual.
- [Run the service enablement playbook](https://helpdocs.getthread.com/onboarding/enablement-playbook.md): Run the Thread service enablement playbook to execute a smooth rollout with change management — a Run a team pilot onboarding step for lasting adoption.
- [Set the technician ritual](https://helpdocs.getthread.com/onboarding/technician-ritual.md): Give technicians a daily operating rhythm with Inbox, Super Magic, and Beast Mode — a step of the Run a team pilot onboarding journey.
- [Deploy Magic Agents](https://helpdocs.getthread.com/onboarding/deploy-magic-agents.md): Put Magic Agents to work on triage, reminders, and resolution — configure the Triage Agent and Reminder Agent, and build intents with Super Magic.
- [Configure the Triage Agent](https://helpdocs.getthread.com/onboarding/triage-agent.md): Auto-respond, triage, and resolve tickets with the Triage Agent's intents and rules — a step of the Deploy Magic Agents onboarding journey.
- [Personalize the Triage Agent](https://helpdocs.getthread.com/onboarding/triage-agent-guide.md): Name, personalize, and tune the Triage Agent's tone, scoping, and escalation rules — a step of the Deploy Magic Agents onboarding journey.
- [Create intents with Super Magic](https://helpdocs.getthread.com/onboarding/intent-creation.md): Build the intents your Triage Agent runs on using Super Magic in Thread — a Deploy Magic Agents onboarding step for accurate automated classification.
- [Set up the Reminder Agent](https://helpdocs.getthread.com/onboarding/reminder-agent.md): Set up automatic follow-ups on stalled tickets with the Reminder Agent in Thread — a Deploy Magic Agents onboarding step to keep tickets moving.
- [Launch to clients](https://helpdocs.getthread.com/onboarding/launch-to-clients.md): Roll out Thread to your first wave of clients: white-labeled marketing assets, rollout communications, and customer value messaging for a smooth launch.
- [Build marketing assets](https://helpdocs.getthread.com/onboarding/marketing-assets.md): Create white-labeled Thread rollout collateral for your clients — a Launch to clients onboarding step for branded emails, one-pagers, and announcements.
- [Communicate the rollout](https://helpdocs.getthread.com/onboarding/communicate-rollout.md): Launch Thread to your clients with the right announcement, email, and chat messaging — a Launch to clients onboarding step for a smooth go-live.
- [Deliver customer value messaging](https://helpdocs.getthread.com/onboarding/value-messaging.md): Talk about AI-powered support the right way with customer-facing value messaging and talk tracks — a step of the Launch to clients journey.
- [Add Voice AI](https://helpdocs.getthread.com/onboarding/add-voice-ai.md): Add 24/7 phone coverage with Voice AI — initial configuration, overflow and after-hours handling, and the auto attendant, deployed walk-to-run.
- [Voice AI — initial configuration](https://helpdocs.getthread.com/onboarding/voice-ai-config.md): Create your first Voice AI agent with initial configuration, greetings, and routing rules — a step of the Add Voice AI onboarding journey.
- [Overflow & after-hours](https://helpdocs.getthread.com/onboarding/voice-overflow.md): Replace voicemail with an after-hours Voice AI agent that handles overflow calls and routing — a step of the Add Voice AI onboarding journey.
- [The Auto Attendant](https://helpdocs.getthread.com/onboarding/voice-auto-attendant.md): Deploy the Voice AI Auto-Attendant walk-to-run with menus, routing, and after-hours handoff — a step of the Add Voice AI onboarding journey.
- [AI Service Unleashed](https://helpdocs.getthread.com/onboarding/ai-service-unleashed.md): Review your outcomes in Magic Analytics and scale AI across your whole client base with a leadership weekly ritual — the destination of the AISU journey.
- [Review results in Analytics](https://helpdocs.getthread.com/onboarding/review-analytics.md): Prove outcomes and ROI in Magic Analytics with dashboards, topics, and the Dashboard Agent — a step of AI Service Unleashed onboarding.
- [Set the leadership weekly ritual](https://helpdocs.getthread.com/onboarding/leadership-ritual.md): Establish an ongoing weekly leadership operating rhythm around Thread — an AI Service Unleashed onboarding step for sustained metrics and improvement.

## By role

- [Guides by Role](https://helpdocs.getthread.com/start-here/roles/overview.md): Role-specific starting points for everyone on your service desk — the Thread features, Super Magic skills, and rituals built for each job in your MSP.
- [Technician](https://helpdocs.getthread.com/start-here/roles/technician.md): The technician's course for Thread: a six-lesson path to working tickets in Inbox with Super Magic — plus a starter kit, ritual, and 30-day ramp.
- [Why Thread — and what changes for you](https://helpdocs.getthread.com/start-here/roles/technician/why-thread.md): The 3-minute case for the technician: a thread is a ticket, everything syncs to your PSA, and work arrives pre-scoped. Live in Inbox, not the PSA.
- [Get around Inbox](https://helpdocs.getthread.com/start-here/roles/technician/get-around-inbox.md): The technician's tour of Inbox: the Viewer, the Thread, and the Control Panel; how Views organize your queue; the anatomy of a thread; and Beast Mode shortcuts.
- [Day-one setup](https://helpdocs.getthread.com/start-here/roles/technician/day-one-setup.md): Fifteen minutes of technician setup that pays off daily: tune Preferences, set notifications, build first Snippets, and set dispatch availability.
- [Your daily workflows](https://helpdocs.getthread.com/start-here/roles/technician/daily-workflows.md): The technician's muscle memory in Thread: reply vs. note, the send-by-email checkbox, slash commands, Time Pad, Planner scheduling, approvals, and bundle/merge.
- [Your AI toolkit](https://helpdocs.getthread.com/start-here/roles/technician/ai-toolkit.md): The technician's guide to Thread AI: the Triage Agent, Magic AI (title, category, priority, sentiment, recap), Client Intelligence, and Super Magic.
- [Notifications & what customers see](https://helpdocs.getthread.com/start-here/roles/technician/notifications-and-customers.md): Tune Inbox notifications, work threads from the Slack or Teams companion app, and understand the customer's Messenger Chat vs Request experience.
- [Dispatcher](https://helpdocs.getthread.com/start-here/roles/dispatcher.md): The dispatcher's course for Thread: read the board, assign with Planner and auto-dispatch, and run triage with the Triage Agent and Super Magic.
- [Why dispatch is different in Thread](https://helpdocs.getthread.com/start-here/roles/dispatcher/why-dispatch-in-thread.md): How dispatch changes when the Triage Agent pre-scopes every request 24/7 and the board is real-time: stop chasing intake, start orchestrating capacity.
- [Read the board](https://helpdocs.getthread.com/start-here/roles/dispatcher/read-the-board.md): The dispatcher's view of Inbox: build a triage View, switch between Inbox and List modes, and use Beast Mode shortcuts to move through the queue.
- [Assign and schedule](https://helpdocs.getthread.com/start-here/roles/dispatcher/assign-and-schedule.md): The dispatcher's assignment toolkit: Available-for-dispatch, Next thread vs Auto-assign profiles, Planner's Triage and member swimlanes, and XLA timers.
- [AI for dispatch](https://helpdocs.getthread.com/start-here/roles/dispatcher/ai-for-dispatch.md): Put Thread's AI to work on the board: tune Triage Agent scoping and escalation, drive triage and routing with Super Magic, and report in a minute.
- [Service & Ops Manager](https://helpdocs.getthread.com/start-here/roles/service-ops-manager.md): The service manager's course for Thread: structure teams and pods, keep XLAs and dispatch healthy, watch analytics and QA, and drive desk adoption.
- [Set up the desk](https://helpdocs.getthread.com/start-here/roles/service-ops-manager/set-up-the-desk.md): How a service manager structures Thread: the service team model, Inbox teams and pods, and the Views technicians work from — no shared firehose queue.
- [XLAs & dispatch](https://helpdocs.getthread.com/start-here/roles/service-ops-manager/sla-and-dispatch.md): How a service manager keeps flow healthy in Thread: XLA response timers, auto-dispatch profiles, available-for-dispatch, and business hours and closures.
- [Analytics & QA](https://helpdocs.getthread.com/start-here/roles/service-ops-manager/analytics-and-qa.md): How a service manager measures the desk in Thread: Magic Analytics dashboards, live View insights, CSAT surveys, and a weekly QA coaching loop.
- [Roll out & drive adoption](https://helpdocs.getthread.com/start-here/roles/service-ops-manager/roll-out-and-adopt.md): How a service manager drives Thread adoption across the desk: change management with your CSM, technician enablement, and daily and weekly rituals.
- [CSM / Account Manager](https://helpdocs.getthread.com/start-here/roles/csm-account-manager.md): The account manager's course for Thread: own client health, run data-driven QBRs, drive renewals — plus a starter kit and weekly account-review ritual.
- [Read client health with Client Intelligence](https://helpdocs.getthread.com/start-here/roles/csm-account-manager/client-intelligence-and-health.md): How a CSM reads an account in Thread: the Client Intelligence dashboard, Magic Sentiment scoring, and company notes that hold context between chats.
- [Run QBRs with Magic Analytics and the Dashboard Agent](https://helpdocs.getthread.com/start-here/roles/csm-account-manager/qbrs-and-reporting.md): How a CSM preps a QBR in Thread: Magic Analytics dashboards, Value Realization and Service Performance Review topics, and the Dashboard Agent.
- [Run the retention and expansion playbooks](https://helpdocs.getthread.com/start-here/roles/csm-account-manager/retention-and-expansion.md): A CSM's playbooks in Thread: catch risk early, prep every renewal, mine accounts for expansion, and lead the customer value story with outcomes over technology.
- [Security & Compliance Owner](https://helpdocs.getthread.com/start-here/roles/security-compliance-owner.md): The security owner's course for Thread: how security tickets flow, how Thread handles data and permissions, and Skill Library runbooks for SOC and audits.
- [How security work flows through Thread](https://helpdocs.getthread.com/start-here/roles/security-compliance-owner/security-work-in-thread.md): For the security owner: how tickets surface in Inbox via Magic Sentiment, how Super Magic runs read-only investigation, and NinjaOne device actions.
- [How Thread handles your data](https://helpdocs.getthread.com/start-here/roles/security-compliance-owner/data-and-compliance.md): For the security owner: Thread's data-handling facts — encryption, Magic AI privacy, sub-processors, IP allowlisting, and Teams and Slack app permissions.
- [Your security & compliance runbooks](https://helpdocs.getthread.com/start-here/roles/security-compliance-owner/security-runbooks.md): The security owner's Skill Library toolkit: incident-response runbooks for phishing, BEC, ransomware, plus identity checks, SOC ops, and audit prep.
- [Sales & Business Development](https://helpdocs.getthread.com/start-here/roles/sales-business-development.md): The sales course for Thread: pitch AI-powered service, quote with Super Magic, and hand off won deals cleanly — plus a starter kit and deal-cycle ritual.
- [The AI-service pitch](https://helpdocs.getthread.com/start-here/roles/sales-business-development/the-ai-service-pitch.md): The sales case for Thread: what customers experience — chat-first, after-hours — and the four products (Triage Agent, Voice AI, Super Magic, Messenger).
- [Quote & hand off](https://helpdocs.getthread.com/start-here/roles/sales-business-development/quote-and-handoff.md): Close and route deals with Thread: build quotes with Sales & Quoting skills, draft SOWs, mine tickets for expansion, and hand off cleanly to delivery.
- [MSP Owner / Leadership](https://helpdocs.getthread.com/start-here/roles/msp-owner-leadership.md): The owner's course for Thread: roll Thread out across your business, prove outcomes in Magic Analytics, and scale AI Service Unleashed with a 90-day ramp.
- [Roll Thread out across your business](https://helpdocs.getthread.com/start-here/roles/msp-owner-leadership/the-rollout.md): The owner's rollout plan for Thread: change management, the phased onboarding journey, and launching to clients in waves — no big-bang required.
- [Prove the outcomes with Magic Analytics](https://helpdocs.getthread.com/start-here/roles/msp-owner-leadership/outcomes-and-analytics.md): How MSP leadership reads Thread's impact: Magic Analytics dashboards and topics, the Dashboard Agent, ROI skills, and a weekly scorecard ritual.
- [Scale AI Service Unleashed](https://helpdocs.getthread.com/start-here/roles/msp-owner-leadership/scale-ai-service.md): Turn a Thread rollout into a growth engine: reach AI Service Unleashed, run the analytics rhythm, use MSP business-ops skills, and tell the value story.
- [Automation Engineer](https://helpdocs.getthread.com/start-here/roles/automation-engineer.md): The automation engineer's course for Thread: build Flows, Intents, Super Magic skills, and drive Thread over MCP, API, and webhooks — plus a starter kit.
- [Flows, status automations, and Triage Agent intents](https://helpdocs.getthread.com/start-here/roles/automation-engineer/flows-and-intents.md): Build no-code automation in Thread: route tickets with Flows, keep statuses honest with status automations, and teach the Triage Agent with Intents.
- [Thread MCP, the tool reference, and the API](https://helpdocs.getthread.com/start-here/roles/automation-engineer/thread-mcp-and-api.md): Wire Thread into external AI clients with the Thread MCP server, learn the Super Magic tool reference, and drive Thread over webhooks, APIs, and Rewst.
- [Build with Super Magic](https://helpdocs.getthread.com/start-here/roles/automation-engineer/build-with-super-magic.md): Extend Super Magic with Linear, Notion, and Zapier connectors, package reusable Skill Library skills, and ship Automagically runbooks that run unattended.

## Guides

- [Product guides](https://helpdocs.getthread.com/guides/overview.md): Every Thread product guide in one place: Inbox, Messenger, Voice AI, Magic AI, Magic Agents, Super Magic, Flows, analytics, and PSA integrations.
- [Inbox Navigation: Rail, Side Panel, and Views](https://helpdocs.getthread.com/inbox/1-the-channel-viewer.md): Tour Inbox navigation — the rail and side panel that organize My Inbox, Mentions, Drafts, Timer, Approvals, and shared Views for your service team.
- [Inside a View: Inbox vs. List Display Modes](https://helpdocs.getthread.com/inbox/2-inside-the-channel.md): Learn how to work inside a Thread view using Inbox or List display modes, ticket states, sorting, and the Active vs. Done columns for ticket management.
- [Navigating a Thread in Inbox](https://helpdocs.getthread.com/inbox/3-the-thread-itself.md): Walk through a Thread in Inbox: summary, contacts and members, thread actions like bundle, merge, notifications, and PSA sync, plus the chat composer.
- [Thread Control Panel: Contact, Time Pad, and AI Insights](https://helpdocs.getthread.com/inbox/4-the-control-panel.md): Use the Thread Control Panel to view contact details, log time with Time Pad, request Magic AI insights, and edit ticket information without leaving Inbox.
- [Inbox Channels Deprecation: What's Changing and When](https://helpdocs.getthread.com/inbox/channels-deprecation-in-inbox.md): Channels in Inbox retire on February 28, 2026. Learn who is affected, why Channels are being replaced with Views, and how existing Flows remain unchanged.
- [Set Up Thread Inbox by Service Team Structure](https://helpdocs.getthread.com/inbox/service-team-structure.md): Pick a service desk model for Thread Inbox — pods, tiered T1/T2/T3 support, a triage dispatch team, or custom — and build matching Views.
- [Inbox Teams: Group Members and Share Views at Scale](https://helpdocs.getthread.com/inbox/inbox-teams.md): Use Inbox Teams to group technicians—like Tier 1, NOC, or after-hours pods—and automatically grant them access to shared Views without per-user assignments.
- [Views and Insights in Thread Inbox](https://helpdocs.getthread.com/inbox/views-and-insights.md): Create filtered Views to organize Service Desk threads by pod, tier, or function, share them with teammates, and use Insights for real-time workload reporting.
- [Set up XLAs: profiles, timers and response deadlines](https://helpdocs.getthread.com/inbox/sla-timers-and-response-settings.md): Build XLA profiles in Thread: business hours, match conditions, per-priority response and resolution targets, timer controls, source overrides, the Inbox countdown and XLA grouping, and the Flow trigger.
- [Create an Email Signature Using Thread Snippets](https://helpdocs.getthread.com/inbox/how-to-create-an-email-signature-using-snippets.md): Build a reusable email signature in Thread snippets using rich text formatting, embedded website links, and markdown image syntax for a signature photo.
- [Set Up a SmileBack CSAT Survey with Snippets](https://helpdocs.getthread.com/inbox/how-to-setup-a-csat-survey.md): Build a SmileBack CSAT survey snippet in Thread that injects the Ticket ID variable into positive, neutral, and negative feedback URLs for accurate ratings.
- [Approvals in Inbox: Request and Manage Decisions](https://helpdocs.getthread.com/inbox/approvals-in-inbox.md): Request approvals in Inbox using the /approval command or Action button, route them to contacts via Teams, Messenger, or email, and track audit records.
- [Configure Autotask UDFs for Thread Approvals](https://helpdocs.getthread.com/inbox/autotask-approval-configuration.md): Set up Autotask Contact UDFs to power Thread approvals: create approval roles, assign them to contacts, and configure Triage Agent or Inbox approvals.
- [Default Work Role and Type Logic in Time Entries](https://helpdocs.getthread.com/inbox/default-work-role-type-logic.md): Understand Thread's three-tier priority chain for Default Work Role and Type—Ticket, Agreement, then Member—used to resolve values on every time entry.
- [Track your time with TimePad](https://helpdocs.getthread.com/inbox/track-your-time-with-timepad.md): Log time on a thread in Inbox with TimePad: start the timer, use Write Entry to draft the note with Magic AI, set automation preferences, and save internally or to your PSA.
- [Planner and Outlook Calendar Integration](https://helpdocs.getthread.com/inbox/planner-outlook-calendar-integration.md): Sync read-only Outlook calendar events—meetings, training, and time off—into Thread Planner so dispatchers see tech availability and avoid double-booking.
- [Schedule ticket work in Planner](https://helpdocs.getthread.com/inbox/using-planner.md): Schedule ticket work in Thread Planner: Triage and member swimlanes, day spaces, filters, drag-and-drop scheduling, and PSA sync to ConnectWise and more.
- [Business Hours, Holidays, and Custom Closures](https://helpdocs.getthread.com/inbox/holidays-and-custom-closures.md): Configure workspace business hours, country holiday calendars, and custom closure dates so Messenger, Voice AI, and Reminder Agents know when you're offline.
- [Messenger Settings: Configure Chat, Design, and Hours](https://helpdocs.getthread.com/inbox/messenger.md): Configure the Thread Messenger Settings tab, including proactive messaging, Chat with SLAs vs. Standard Chat, design customization, and after-hours messaging.
- [Multi-language support in Messenger](https://helpdocs.getthread.com/messenger/multi-language-support.md): Which languages Thread supports across Messenger, Inbox, Teams and Slack, and how to set a default language of English or French per workspace or per customer.
- [Deploy the Teams Service App to a customer](https://helpdocs.getthread.com/messenger/deploy-the-teams-service-app.md): Deploy your white-labeled Teams Service App into a customer's Microsoft 365 tenant: magic link or email invite, install for all users, pin it via setup policies, and fix the common errors.
- [Design a Custom Teams App for Your Customers](https://helpdocs.getthread.com/messenger/create-teams-app.md): Use the Thread Admin Panel Teams App Builder to design and deploy white-labeled, branded Microsoft Teams support apps for each of your MSP customers.
- [How to Roll Out the Teams Service App to Specific Users](https://helpdocs.getthread.com/messenger/how-to-roll-out-the-teams-service-app-to-specific-users.md): Use Microsoft Teams app setup policies and Entra ID groups to roll out the Thread Teams Service App to a pilot team or specific users in a customer tenant.
- [Enterprise Teams Support: Shared M365 Tenants](https://helpdocs.getthread.com/messenger/enterprise-teamssupport.md): Deploy the Thread Teams app once at the parent company for MSPs with multiple sub-companies sharing one Microsoft 365 tenant using parent-child mapping.
- [How to Uninstall the Microsoft Teams Service App](https://helpdocs.getthread.com/messenger/how-to-uninstall-the-microsoft-teams-thread-service-app.md): Remove the Thread Microsoft Teams Service App from a customer tenant by uninstalling in Thread Admin and deleting it from the Teams Admin Center Manage Apps.
- [Microsoft Teams 2.0 FAQs](https://helpdocs.getthread.com/messenger/microsoft-teams-2-0-faqs.md): FAQs on Thread's Microsoft Teams Service App, including how contacts create tickets, send messages, add CCs, and use embedded Messenger or native Teams DMs.
- [Cloning a Legacy Teams App](https://helpdocs.getthread.com/messenger/cloning-a-legacy-teams-app.md): Clone a legacy Microsoft Teams app in Thread to duplicate its settings and migrate off MultiTenant — Microsoft's March 2026 deprecation has passed.
- [How to Upgrade your Legacy Teams App](https://helpdocs.getthread.com/messenger/how-to-upgrade-your-legacy-teams-app.md): Upgrade legacy Thread Teams App deployments before Microsoft's deprecation deadline to enable full SSO, auto-updates, and uninterrupted client support.
- [Deploy Messenger on Windows via command line](https://helpdocs.getthread.com/messenger/deploying-messenger-on-windows.md): Deploy Thread Messenger on Windows with msiexec: retrieve your App ID, choose per-user or system context, the full argument reference, PowerShell examples, and uninstall scripts.
- [Deploying Messenger to Mac](https://helpdocs.getthread.com/messenger/deploying-messenger-to-mac.md): Install Thread Messenger on macOS using the DMG, shell script, or your RMM or MDM tool for mass deployment, with App ID configuration and uninstall scripts.
- [How to Deploy Desktop Messenger with SSO](https://helpdocs.getthread.com/messenger/how-to-deploy-desktop-messenger-with-sso.md): Deploy Thread Desktop Messenger to Windows clients with Microsoft 365 SSO and auto authentication so users skip sign-in and get instant ticket updates.
- [Kiosk Mode](https://helpdocs.getthread.com/messenger/kiosk-mode.md): Kiosk Mode lets employees on shared Windows devices in healthcare, retail, or manufacturing start a Thread Messenger support chat without signing in.
- [Embedding Messenger on a Landing Page](https://helpdocs.getthread.com/messenger/embedding-messenger-on-landing-page.md): Embed Thread Messenger on general or client-specific landing pages using parent or client App IDs to offer branded, in-browser support and live chat.
- [Messenger Portal Auto Authentication](https://helpdocs.getthread.com/messenger/messenger-identity-verification.md): Auto-authenticate users in the web Messenger widget by passing a server-side HMAC SHA-256 hash so customers skip the email pin and verify identity securely.
- [Emoji reactions in Messenger](https://helpdocs.getthread.com/messenger/emoji-reactions.md): Let contacts react to messages with emoji in Messenger Web. Reactions are merged per emoji and mirrored to Inbox and the linked PSA ticket.
- [Deploy the Slack Service App to a customer](https://helpdocs.getthread.com/messenger/deploy-the-slack-service-app.md): Deploy your branded Slack Service App into a customer's workspace with a magic link or email invite, roll out the welcome message, and test it first in a free Slack sandbox.
- [How Configurations and Assets Work in Messenger Chat](https://helpdocs.getthread.com/messenger/configurations-in-messenger.md): Learn how Messenger Chat pulls assigned configurations and assets from your PSA so customers can pick the right device when submitting a support request.
- [Add a Chat Now Button to PSA Ticket Emails](https://helpdocs.getthread.com/messenger/add-chat-now-button-email.md): Embed a Chat Now button in PSA ticket email notifications to open Thread Messenger instantly, pre-fill client details, and speed up live support responses.
- [Route chats to the right board](https://helpdocs.getthread.com/messenger/route-chats-to-the-right-board.md): Every Messenger chat starts on the workspace default board — there's no per-customer default board for chat intake. Use a Flow and an Intake board to route chats to the correct board and team after Triage Agent finishes.
- [Show All Tickets in Chat and Excluded Boards](https://helpdocs.getthread.com/messenger/show-all-tickets-in-chat-and-excluded-board-source.md): Reference tables showing how Show All Tickets in Chat, excluded boards or queues, and excluded sources affect Messenger, Teams, and Slack ticket visibility.
- [Install the Teams Companion App](https://helpdocs.getthread.com/companion-apps/install-the-teams-companion-app.md): Connect the Thread Companion App to your own Microsoft Teams tenant: authorise Microsoft 365, upload the app manifest, add it to a setup policy, and add it to a team.
- [Install the Slack Companion App](https://helpdocs.getthread.com/companion-apps/install-the-slack-companion-app.md): Connect the Thread Companion App to your own Slack workspace so technicians can work threads from Slack, with the /thread commands, Actions, and time entries.
- [How to Use the Slack Companion App for Service Teams](https://helpdocs.getthread.com/companion-apps/how-to-use-the-slack-companion-app-for-service-teams.md): Walk-through video showing service teams how to use the Thread Slack companion app to manage tickets, reply to threads, and collaborate on customer support.
- [Choose which ticket updates post to a channel](https://helpdocs.getthread.com/companion-apps/choose-which-ticket-updates-post-to-channel.md): Use per-flow Post to channel settings to control whether external notes, internal notes, and activity logs are posted to the companion app channel.
- [Create your first Voice AI agent](https://helpdocs.getthread.com/ai-agents/voice-ai-setup-phase-1-initial-configuration.md): Start your Voice AI rollout: create your first agent, set its description and role, and choose between Overflow and Attendant agent types for inbound calls.
- [Answer overflow & after-hours calls](https://helpdocs.getthread.com/ai-agents/voice-ai-setup-phase-2-overflow-after-hours.md): Replace voicemail with a Voice AI Overflow agent that answers after-hours calls, takes intelligent messages, and creates PSA tickets for 24/7 coverage.
- [Replace your phone menu with the Auto-Attendant](https://helpdocs.getthread.com/ai-agents/voice-ai-setup-phase-3-the-auto-attendant-walk-run.md): Deploy the Voice AI Auto-Attendant in stages, from silent testing to Minimal and Advanced modes for ticket creation, contact mapping, and warm transfers.
- [Minimal vs Advanced AI mode](https://helpdocs.getthread.com/ai-agents/voice-ai-attendant-modes.md): Understand the difference between Minimal and Advanced AI mode for the Voice AI Attendant, why Minimal Mode plays hold music and creates tickets with no details, and which mode to choose.
- [Voice AI Contact Mapping](https://helpdocs.getthread.com/ai-agents/contact-mapping.md): How Voice AI identifies callers using PSA phone lookup and AI name/company matching so tickets are logged to the right contact and company in your PSA.
- [Voice Shield: Safer Existing-Ticket Handling](https://helpdocs.getthread.com/ai-agents/voice-ai-voice-shield.md): How Voice Shield protects existing-ticket details on Voice AI calls based on caller verification status, plus the checks it runs before disclosing info.
- [Voice AI Pronunciation Guide](https://helpdocs.getthread.com/ai-agents/voice-ai-pronunciation-guide.md): Improve Voice AI pronunciation of brand names, contacts, and jargon using phonetic respelling, syllable hyphens, capitalization for stress, and the preview box.
- [Voice AI SIP Trunks & Caller ID](https://helpdocs.getthread.com/ai-agents/voice-ai-sip-trunks-and-caller-id.md): Route Voice AI attendant call transfers through your own SIP trunk so your PBX sees the customer's caller ID and custom SIP headers on hand-off.
- [Voice AI Outbound Calling Setup](https://helpdocs.getthread.com/ai-agents/voice-ai-outbound-calling.md): Set up Voice AI outbound calling: add an agent, verify caller IDs, and place calls from Inbox with automatic recording, transcription, and ticket linking.
- [Enable Teams Pay-As-You-Go Calling for Resource Accounts](https://helpdocs.getthread.com/ai-agents/microsoft-teams-pay-as-you-go-resource-account-calling.md): Activate Microsoft Communication Credits for Teams Resource Accounts (Auto Attendants, Call Queues) ahead of the Nov 1, 2025 outbound calling licensing change.
- [Page an on-call technician from a Flow](https://helpdocs.getthread.com/ai-agents/voice-ai-on-call-escalation.md): Set up the Voice On-Call Flow action so Voice AI calls your on-call rotation in order and keeps ringing until a technician accepts the call.
- [Troubleshoot Voice AI](https://helpdocs.getthread.com/ai-agents/voice-ai-troubleshooting.md): Fix the two most common Voice AI failures: a number that rings with dead air and isn't answered, and calls that don't create a PSA ticket. Includes the required settings and a step-by-step checklist.
- [Voice AI FAQ](https://helpdocs.getthread.com/ai-agents/voice-ai-faq.md): Common questions on Voice AI: contact scope, caller verification, unknown callers, default contacts, PSA contact mapping, internal notes, and call recordings.
- [Configure Magic Auto Prioritization](https://helpdocs.getthread.com/assistive-ai/how-to-set-up-auto-prioritization.md): Set up Magic Auto Prioritization in Thread — manage access by client and board, edit Impact and Urgency presets, write custom rules, and run via flows.
- [Configure Auto Categorization in Thread](https://helpdocs.getthread.com/assistive-ai/getting-started-with-auto-categorization.md): Configure Thread Auto Categorization to assign ticket Type, Subtype, and Item with AI rules across ConnectWise, Autotask, and HaloPSA at ticket creation.
- [Configure Ticket Type Categorization in Autotask and Halo](https://helpdocs.getthread.com/assistive-ai/configuring-ticket-type-categorization.md): Set up AI-driven Ticket Type categorization for Autotask PSA and HaloPSA, test rules in the emulator, and configure flows to auto-categorize incoming threads.
- [Configure Magic Title in Thread](https://helpdocs.getthread.com/assistive-ai/setting-up-magic-title.md): Enable Magic Title to AI-summarize thread subjects, configure access by client and board, customize title rules, and keep PSA ticket titles consistent.
- [Magic Title Rule Creation Guide](https://helpdocs.getthread.com/assistive-ai/magic-title-rule-creation-guide.md): Write effective Magic Title rules with prompt examples, prefix patterns, runtime variables, and best practices for concise, consistent ticket titles.
- [Getting Started with Magic Recap](https://helpdocs.getthread.com/assistive-ai/magic-recap.md): Build and run Magic Recap templates in Thread to AI-summarize tickets, automate CSAT and incident reports through flows, and test recaps with the emulator.
- [Magic Recap Template Library](https://helpdocs.getthread.com/assistive-ai/magic-recap-template-library.md): Copy-ready Magic Recap prompts for CSAT surveys, escalation handoffs, incident reports, sentiment summaries, and resolution notes to standardize ticket recaps.
- [Configure Magic Sentiment](https://helpdocs.getthread.com/assistive-ai/configure-sentiment.md): Enable Magic Sentiment in Thread to score customer messages in real time, surface at-risk threads, and prioritize support coaching across chat and email.
- [Sentiment Flows, Escalations, and Recap Templates](https://helpdocs.getthread.com/assistive-ai/configure-automatic-escalations-and-recap-templates-for-sentiment-analysis.md): Build Magic Sentiment flows to auto-escalate tense threads, generate recap templates, route to Slack or Teams, and triage by sentiment in Thread Inbox views.
- [Using Variables in Magic AI and Magic Agents](https://helpdocs.getthread.com/assistive-ai/variables.md): Reference for Magic AI variables — how runtime substitution works, why prompts use natural language, and feature-specific examples for triage and recaps.
- [Best Practices for Writing Magic AI Prompts](https://helpdocs.getthread.com/assistive-ai/prompt-best-practices.md): Tips for writing Magic AI prompts: use markdown structure, add context, give step-by-step instructions, and iterate to improve categorization and recap quality.
- [Prompt engineering tips and tricks](https://helpdocs.getthread.com/assistive-ai/prompt-tips-and-tricks.md): Advanced Magic AI prompt techniques: clarity, examples, XML tags, chain of thought, and iteration, drawn from Anthropic's Claude prompt engineering.
- [Client Access and how AI runs on tickets](https://helpdocs.getthread.com/assistive-ai/client-access-and-run-paths.md): Why an assistive Magic AI feature can still run on a client you excluded in Client Access — the three run paths (Auto Run, Flows, manual), which one Client Access governs, and how to truly restrict a feature to specific clients.
- [From Triage to Resolution — Agent-Driven Outcomes](https://helpdocs.getthread.com/ai-agents/agent-driven-resolutions.md): Example Triage Agent Intents that pair LLM reasoning with prompt patterns and guardrails to move tickets from deflection to AI resolution.
- [Getting Started with Triage Agent](https://helpdocs.getthread.com/ai-agents/getting-started-with-triage-agent.md): Meet Triage Agent — Thread's conversational AI service desk that auto-responds, triages, and resolves chat and email tickets 24/7 to free up your technicians.
- [Triage Agent Setup User Guide](https://helpdocs.getthread.com/ai-agents/setting-up-your-triage-agent-user-guide.md): Step-by-step setup for Triage Agent: name and personalize the agent, pick a learning board, tune behavior on real threads, and publish with confidence.
- [Create Your First Triage Agent Intents](https://helpdocs.getthread.com/ai-agents/create-your-first-intents.md): Start with Triage Agent by adding Thread's recommended intent templates, then use the agent itself to build custom intents that automate routine MSP tickets.
- [Build Your Magic Agents Service Catalog](https://helpdocs.getthread.com/ai-agents/building-your-magic-agents-service-catalog.md): Build a catalog of Magic Agent Intents that ask the right questions, request approvals, suggest replies, and trigger automations for MSP service requests.
- [Intent Creation Assistance Intent](https://helpdocs.getthread.com/ai-agents/intent-creation-assistance-intent.md): Configure the Intent Creation Assistance intent to help users build new Magic Agent intents by gathering names, descriptions, and required argument fields.
- [Triage Agent Custom Rules (Beta)](https://helpdocs.getthread.com/ai-agents/custom-rules-beta-partner-guide.md): Use Triage Agent Custom Rules to target individual rules by client or contact type, with drafts, an emulator, and AI Optimize for safer iteration.
- [Configuring the Triage Agent for OOO and Other Noisy Requests](https://helpdocs.getthread.com/ai-agents/triage-agent-request-blocking-and-common-use-cases.md): Use Request Blocking to stop the Triage Agent from engaging with out-of-office replies, alerting-tool noise, and no-reply mailers — plus best practices for other common use cases.
- [Listening Mode for Triage Agents](https://helpdocs.getthread.com/ai-agents/listening-mode-for-triage-agents.md): Listening Mode keeps Triage Agent active in stalled threads, partnering with Reminder Agent to chase replies, boost no-touch resolutions, and avoid timeouts.
- [Automate Approvals with Magic Agents](https://helpdocs.getthread.com/ai-agents/approvals.md): Automate MSP approval workflows by attaching ConnectWise or Autotask Contact Types to Magic Agent intents and approving via Teams, Messenger, or email.
- [Set Up Email Support for Magic Agents and Inbox](https://helpdocs.getthread.com/ai-agents/setting-up-email-support-for-magic-agents.md): Enable email-sourced tickets for Magic Agents in ConnectWise, Autotask, and Halo by configuring connectors, source mapping, and closed-loop reply settings.
- [Triage Agent Settings](https://helpdocs.getthread.com/ai-agents/triage-agent-settings.md): Configure Triage Agent in Thread Admin: response timeouts, timeout message, post-deactivation Magic AI actions, and PSA status mapping.
- [Track Magic Agent Activity with a Workflow](https://helpdocs.getthread.com/ai-agents/creating-a-workflow-to-track-magic-agent-activity.md): Create a dedicated PSA status for Magic Agent tickets and use Thread Inbox views to monitor AI-triaged work, dispatch-ready tickets, and overall agent activity.
- [Trigger Automations with the Magic Agents Automation URL](https://helpdocs.getthread.com/ai-agents/magic-agents-automation-url.md): Send Magic Agent intent data to any URL via POST to trigger automations in Power Automate, Azure Functions, Rewst, Zapier, or Make for onboarding and more.
- [Configure Reminder Agent](https://helpdocs.getthread.com/ai-agents/reminder-agent.md): Enable and configure Reminder Agent to send automatic follow-ups, set send times and timezones, and auto-close stalled threads with a post-reminder status.
- [How Reminder Agent Works](https://helpdocs.getthread.com/ai-agents/reminder-agent-how-it-works.md): Learn how Reminder Agent automatically follows up on stalled tickets when statuses change, including eligibility checks and reminder scheduling rules.
- [Meet Super Magic: Your AI Agent in Inbox](https://helpdocs.getthread.com/super-magic/meet-super-magic-your-ai-assistant-in-the-inbox.md): Meet Super Magic, Thread's in-Inbox AI assistant that searches tickets, clients, and knowledge and takes confirmed write actions like updates and time logs.
- [Super Magic Admin Guide: Setup, Access & Safety](https://helpdocs.getthread.com/super-magic/super-magic-admin-guide-setup-access-safety.md): Admin guide for Super Magic: enable the AI assistant, control read and write access by role, manage per-tool toggles, connect integrations, and troubleshoot.
- [Proactive Suggestions in Super Magic](https://helpdocs.getthread.com/super-magic/proactive-suggestions.md): Learn how Super Magic Proactive Suggestions auto-draft resolutions from tickets, KB, Hudu, and IT Glue when technicians open or receive a triage handoff.
- [Share Super Magic chats with teammates](https://helpdocs.getthread.com/super-magic/share-super-magic-chats-with-teammates.md): Turn a Super Magic conversation into a read-only link your teammates can open — no more screenshots into Slack. Rotate or revoke access from the chat header.
- [Connect Knowledge Sources to Super Magic](https://helpdocs.getthread.com/super-magic/connect-it-glue-hudu-time-zest-knowledge-sources-to-super-magic.md): Connect IT Glue, Hudu, TimeZest, and Liongard to Super Magic as workspace-level integrations that give every member docs, scheduling, and infra context.
- [Super Magic prompting 101](https://helpdocs.getthread.com/super-magic/prompting-101.md): How to write prompts that get useful output from Super Magic, plus a copy-paste prompt library for triage, troubleshooting, notes, ticket actions, scheduling, lookups, and XLA monitoring.
- [Add External Tools to Super Magic with Connectors](https://helpdocs.getthread.com/super-magic/add-external-tools-to-super-magic-with-connectors-super-mcp.md): Use Super Magic connectors (Super MCP) to bring Notion, Zapier, Linear, NinjaOne, and other tools into Inbox so you can act across them from any ticket.
- [Connect NinjaOne to Super Magic](https://helpdocs.getthread.com/super-magic/connecting-ninja-one-to-super-magic.md): Connect NinjaOne to Super Magic so technicians can check device health, view alerts, and run RMM actions like reboots and service restarts from the ticket chat.
- [Use Hudu with Super Magic](https://helpdocs.getthread.com/super-magic/use-hudu-with-super-magic.md): Connect Hudu to Super Magic for read-only search of your Hudu knowledge base, password vault entries, and network documentation directly inside ticket chats.
- [Use ImmyBot with Super Magic](https://helpdocs.getthread.com/super-magic/use-immybot-with-super-magic.md): Connect ImmyBot so Super Magic can answer questions about your clients' devices, software, and endpoint inventory right from the Thread ticket.
- [Use IT Glue with Super Magic](https://helpdocs.getthread.com/super-magic/use-it-glue-with-super-magic.md): Connect IT Glue to Super Magic for read-only documentation search across configurations, passwords, and client runbooks without leaving the ticket conversation.
- [Use Linear with Super Magic](https://helpdocs.getthread.com/super-magic/use-linear-with-super-magic.md): Connect Linear as a Super Magic connector to file bugs, search issues, and update projects, milestones, and cycles from inside any Thread ticket conversation.
- [Use Liongard with Super Magic](https://helpdocs.getthread.com/super-magic/use-liongard-with-super-magic.md): Connect Liongard to Super Magic so technicians can query client IT infrastructure inventory, configurations, and change history directly from the ticket chat.
- [Use Notion with Super Magic](https://helpdocs.getthread.com/super-magic/use-notion-with-super-magic.md): Connect Notion as a Super Magic connector to search runbooks, read and write pages, and update Notion databases from inside any Thread ticket conversation.
- [Use TimeZest with Super Magic](https://helpdocs.getthread.com/super-magic/use-time-zest-with-super-magic.md): Connect TimeZest to Super Magic so technicians can look up bookable resources, view appointment types, and send real client scheduling links from any ticket.
- [Use Zapier with Super Magic](https://helpdocs.getthread.com/super-magic/use-zapier-with-super-magic.md): Connect Zapier as a Super Magic connector to trigger any of your Zaps across 8,000+ apps — Slack alerts, spreadsheets, onboarding workflows — from a ticket.
- [Use ConnectWise RMM with Super Magic](https://helpdocs.getthread.com/super-magic/connect-connectwise-rmm.md): Connect ConnectWise RMM (Asio) to Super Magic so technicians can look up devices, patch status, tasks and scripts from inside a thread. Read-only in this beta.
- [Thread MCP Server: Developer Guide](https://helpdocs.getthread.com/super-magic/thread-mcp-server-developer-guide.md): Connect Claude Desktop, ChatGPT, Cursor, or any MCP client to Thread's service-desk API via OAuth 2.1 to search tickets, manage contacts, and run write actions.
- [Super Magic Tool Reference](https://helpdocs.getthread.com/super-magic/super-magic-tool-reference.md): Canonical reference of every Super Magic tool — tickets, scheduling, knowledge, devices, integrations — with read/write type and admin gating per action.
- [Webhooks & APIs: How Thread Talks to Your PSA](https://helpdocs.getthread.com/get-started/webhooks-apis-how-thread-talks-to-your-psa.md): How Thread uses APIs and webhooks to keep ConnectWise, Autotask, and HaloPSA tickets, contacts, and statuses in sync with Inbox in real time, two ways.
- [Trigger Rewst Workflows from Thread Magic Intents](https://helpdocs.getthread.com/integrations/thread-rewst-integration.md): Use the Thread Automations Crate to send Magic AI intent data, like employee onboarding fields, to Rewst workflows via secure shared-secret webhooks.
- [Contact Intelligence Overview](https://helpdocs.getthread.com/ai-agents/contact-intelligence.md): Thread's AI-powered contact memory summarizes each contact's devices, past issues, and resolutions so technicians start every ticket with full context.
- [Contact Intelligence FAQ](https://helpdocs.getthread.com/ai-agents/contact-intelligence-faq.md): Answers on how Contact Intelligence stores devices, apps, OS, VPN, and insights to help the Triage Agent ask smarter questions and personalize MSP support.
- [Getting Started with Client Intelligence](https://helpdocs.getthread.com/ai-agents/getting-started-with-knowledge.md): Manager guide to Client Intelligence: turn resolved threads into AI-generated KB articles, client dashboards, contact lists, configurations, and client notes.
- [Client Intelligence Service Tech Guide](https://helpdocs.getthread.com/ai-agents/knowledge-intelligence-service-tech-guide.md): Service tech guide to Client Intelligence: use Super Magic suggestions, auto-generated knowledge articles, and company notes to resolve tickets faster.
- [Getting Started with Magic Analytics](https://helpdocs.getthread.com/analytics/getting-started-with-magic-analytics.md): Get started with Magic Analytics in Thread: access dashboards, apply filters, read refresh timestamps, and use Dashboard Agent to explore service data.
- [Magic Analytics Topics You Can Explore](https://helpdocs.getthread.com/analytics/topics-you-can-explore.md): Reference for Magic Analytics topics — aggregate and detailed grains across Magic Agent, AI Accuracy, Value Realization, Threads, Voice AI, Messenger, and more.
- [Dashboard Agent: query Magic Analytics in plain English](https://helpdocs.getthread.com/analytics/dashboard-agent.md): Use the Dashboard Agent to ask plain-English questions on your Magic Analytics dashboards, drill into tiles, and explore governed topics. Available to AI Pro.
- [Downloads, Alerts, and Scheduled Delivery](https://helpdocs.getthread.com/analytics/downloading-alerts-scheduling.md): Export Magic Analytics dashboards or tiles as PDF, PNG, XLSX, or CSV, set alerts on conditions, and schedule recurring email delivery of reports to your team.
- [Magic Analytics: Things to Know and Gotchas](https://helpdocs.getthread.com/analytics/things-to-know-and-gotchas.md): Key Magic Analytics caveats: daily data refresh lag, pre-aggregated topics without drill-down, PSA attribution limits for AI overrides and ticket closures.
- [Magic Analytics FAQs](https://helpdocs.getthread.com/analytics/faqs.md): Answers to common Magic Analytics questions on data freshness, PSA drift, exporting dashboards, drill-downs, Assistive AI exceptions, and ticket attribution.
- [Configure Status Mapping in Thread](https://helpdocs.getthread.com/get-started/status-mapping-in-thread.md): Configure status mapping in Thread by setting Done and Waiting status groups, then add optional status change mappings to automate PSA ticket transitions.
- [Flows: Automate Thread Routing and Actions in Inbox](https://helpdocs.getthread.com/inbox/flows.md): Use Flows to automate Inbox actions with if-this-then-that logic. Build triggers, route threads to Teams or Slack, and apply nested filter groups.
- [Status Automations: Auto-Update Thread Statuses](https://helpdocs.getthread.com/inbox/status-automations.md): Configure per-board Status Automations to update a thread's status on first reply, contact replies to closed threads, or TimePad resolution flag entries.
- [Auto-dispatch profiles](https://helpdocs.getthread.com/inbox/auto-dispatch-profiles.md): Configure auto-dispatch profiles in Thread Inbox to route incoming tickets to technicians using Next thread queueing, or Auto-assign, which pushes each ticket to the eligible technician with the fewest active tickets.
- [Set your availability for auto-dispatch](https://helpdocs.getthread.com/inbox/available-for-dispatch.md): Use the Available for dispatch toggle in Inbox to control whether auto-dispatch can assign new threads to you, and see your presence at a glance.
- [Team Home for Auto-dispatch](https://helpdocs.getthread.com/inbox/team-home.md): Use Team Home in Inbox to see read-only Insights for a team's Views and a live Members table with dispatch presence, capacity, and availability toggles.
- [ConnectWise Manage API Permissions Reference](https://helpdocs.getthread.com/integrations/connectwise-permissions-overview.md): Reference for the ConnectWise Manage security role permissions Thread requires to sync companies, contacts, tickets, time entries, and attachments.
- [Set Up the ConnectWise PSA Ticketing Integration](https://helpdocs.getthread.com/integrations/creating-a-connect-wise-manage-api-user.md): Create the ConnectWise Manage security role, API member, and keys Thread needs to sync tickets, contacts, time entries, and configurations with your PSA.
- [Add Thread Pods to ConnectWise Service Tickets](https://helpdocs.getthread.com/integrations/how-to-enable-a-pod.md): Enable Thread Real-Time Notes and Auto Time Entries pods on ConnectWise PSA service tickets so technicians can chat, log time, and use snippets in-app.
- [Enable Thread Chat & Timepad Insights in Autotask](https://helpdocs.getthread.com/integrations/how-to-enable-chat-and-timepad-insights-in-autotask.md): Show Thread chat and Timepad insights inside Autotask ticket categories so technicians get real-time chat, auto time entries, snippets, and @mentions.
- [Set Up the Autotask PSA Ticketing Integration](https://helpdocs.getthread.com/integrations/creating-a-autotask-api-user.md): Step-by-step guide to create the Autotask API user, security level, and webhook permissions Thread needs to sync tickets, contacts, and time entries.
- [Set Up an Autotask Email Workflow for Thread Chats](https://helpdocs.getthread.com/integrations/setting-up-an-email-communication-workflow-in-autotask.md): Use an Autotask UDF and workflow rule to send closed-loop customer email notifications on every Thread chat reply while keeping chat-only replies quiet.
- [Set Up the HaloPSA Ticketing Integration](https://helpdocs.getthread.com/integrations/how-to-setup-halo-psa-integration.md): Connect Thread to HaloPSA by creating an API-only agent, applying ticketing and CRM permissions, and entering credentials in the Thread workspace setup.
- [Configure HaloPSA Action Mapping for Thread](https://helpdocs.getthread.com/integrations/action-mapping-configuration-with-thread.md): Set up the custom HaloPSA actions Thread needs to sync customer notes, private notes, emails, and incoming messages between chats and tickets.
- [HaloPSA Chat Response Options for Thread](https://helpdocs.getthread.com/integrations/halo-response-options.md): Compare three ways to reply to Thread chats in HaloPSA: native Halo actions and ticket view, Thread Inbox, and Thread-powered custom tabs in Halo.
- [HaloPSA Integration FAQ and Troubleshooting](https://helpdocs.getthread.com/integrations/halo-faq.md): Answers to common HaloPSA + Thread questions, including deleted tickets, owner notifications, ticket actions, custom tabs, and chat reply behavior.
- [Adding and Removing Contacts in Inbox (HaloPSA)](https://helpdocs.getthread.com/inbox/adding-removing-contacts-in-halo-psa.md): Add or remove CC contacts and primary contacts on Inbox threads with bidirectional HaloPSA sync that keeps the Email Cc List and Ticket Owner aligned.
- [Sync Thread Members with Your PSA Automatically](https://helpdocs.getthread.com/integrations/keep-members-in-sync-with-psa-toggle.md): Use the Keep Members in Sync with PSA toggle to mirror active and inactive user status from your PSA into Thread daily, automating member onboarding.
- [Log emoji reactions in PSA](https://helpdocs.getthread.com/integrations/log-emoji-reactions-in-psa.md): Turn contact emoji reactions in Thread Messenger into internal notes on the linked PSA ticket, so techs see feedback without leaving their PSA.
- [Manage PSA Board Visibility and Exclusions in Thread](https://helpdocs.getthread.com/integrations/managing-board-visibility-in-thread-board-exclusion.md): Use board checkboxes to control which PSA boards sync into Thread, hide irrelevant tickets from views and webhooks, and re-enable boards when needed.
- [Connect Hudu Documentation to Super Magic](https://helpdocs.getthread.com/integrations/hudu-integration.md): Connect Hudu to Thread so Super Magic can search your IT documentation alongside the Thread knowledge base and surface relevant articles for technicians.
- [Connect IT Glue Documentation to Super Magic](https://helpdocs.getthread.com/integrations/it-glue-super-magic.md): Connect IT Glue to Super Magic so technicians get company-scoped articles surfaced inside Thread Inbox on demand and proactively when a thread opens.
- [Automate PSA Scheduling with Microsoft Bookings](https://helpdocs.getthread.com/integrations/microsoft-bookings-integration-for-psa-scheduling.md): Use a Power Automate flow to sync Microsoft Bookings appointments with your PSA, enriching ticket context, calendar events, and AI meeting recap tools.
- [Connect Pia SmartForms to Thread Triage Agent](https://helpdocs.getthread.com/integrations/pia-integration.md): Integrate Pia SmartForms with Thread so users can launch onboarding, password reset, and access request workflows from an Open Form button in chat.
- [Connect Auvik Network Monitoring to Thread](https://helpdocs.getthread.com/integrations/auvik-integration.md): Set up the Auvik integration in Thread by creating an API-only user, generating an API key, and configuring the Auvik base URL for network visibility.
- [Connect CloudRadial to Thread for Client Chat](https://helpdocs.getthread.com/integrations/how-to-integrate-cloud-radial.md): Integrate Thread with CloudRadial so MSP clients can chat with your service team in Microsoft Teams or Slack from the CloudRadial portal using your AppID.
- [Set Up the ConnectWise Automate Integration](https://helpdocs.getthread.com/integrations/how-do-i-set-up-connectwise-automate.md): Create the user class, API user, and permissions in ConnectWise Automate so Thread can push RMM alerts and data into your chat platform as messages.
- [Integrate TimeZest Scheduling with Thread Inbox](https://helpdocs.getthread.com/integrations/integrating-time-zest-with-thread.md): Send TimeZest meeting invites from Thread chats with the /TimeZest slash command so customers can self-schedule, eliminating back-and-forth scheduling.
- [Push Knowledge Base Articles to IT Glue](https://helpdocs.getthread.com/integrations/push-knowledge-base-articles-to-it-glue.md): Sync Thread Client Intelligence knowledge base articles into a dedicated Thread Knowledge Base folder inside each mapped IT Glue organization.
- [Workspace Defaults: Time Zone and TimePad Settings](https://helpdocs.getthread.com/inbox/workspace.md): Set workspace-wide defaults in Inbox, including the shared time zone for all members and default TimePad submission behavior for internal or external entries.
- [Member and Contact Avatars in Inbox and Messenger](https://helpdocs.getthread.com/inbox/avatars.md): Learn how Thread sets avatars for members and contacts via manual upload, Microsoft 365 and Teams sync, and the daily Slack sync, including override rules.
- [Managing Members in Thread Admin](https://helpdocs.getthread.com/inbox/members-management.md): Manage Thread member access through automatic PSA sync or the Members page in Admin: control Active, Pending, and Deleted states plus companion notifications.
- [Team Admin Role: Scoped Admin Permissions](https://helpdocs.getthread.com/inbox/team-admin-role.md): Use the Team Admin role to give leads scoped control over members, Inbox Views, and team branding while keeping workspace-level settings restricted to Admins.
- [Set Up Single Sign-On (SSO) with Microsoft 365](https://helpdocs.getthread.com/inbox/how-to-setup-single-sign-on-sso.md): Enable Microsoft 365 Single Sign-On for Thread Inbox and Admin so your team can log in securely with M365 credentials instead of one-time passcodes.
- [Clients Tab: Managing Companies and Messenger Deployment](https://helpdocs.getthread.com/inbox/clients-tab.md): Use the Clients tab to view PSA-synced companies, deploy Thread Messenger to clients, and override messenger settings, design, and hours per company.
- [Verify: End-User Identity Verification](https://helpdocs.getthread.com/inbox/verify.md): Confirm end-user identity with an OTP challenge in Thread Inbox before exposing ticket details, view the activity log, and connect it to Voice Shield.
- [Verify contacts with a Microsoft Authenticator push](https://helpdocs.getthread.com/inbox/verify-microsoft-authenticator.md): Connect a client's Microsoft tenant to Thread Verify and send a Microsoft Authenticator number-match push to confirm an end user's identity in Inbox.
- [How Notifications Work for your Team](https://helpdocs.getthread.com/notifications/how-will-notifications-work-internally.md): Explain how technicians receive Thread Inbox notifications across web, desktop, Microsoft Teams, and Slack, plus recommended settings for assigned threads.
- [How to Manage Your Inbox Notifications](https://helpdocs.getthread.com/notifications/managing-your-inbox-notifications.md): Customize Thread Inbox notifications: sound alerts, per-view preferences, push and unread badges, per-thread mute, and Microsoft Teams or Slack alerts.
- [How Notifications Work for your Customers](https://helpdocs.getthread.com/notifications/how-notifications-work-externally.md): Understand how end customers receive Thread service request alerts across the Microsoft Teams app, Slack app, Desktop Messenger, and email notifications.
- [Thread's SOC 2 and compliance status](https://helpdocs.getthread.com/security-billing/soc-2-and-compliance-status.md): Thread's current SOC 2 Type II status, what you can share with a client today, and where to get live control monitoring, the security package, and signed agreements.
- [Trust & security](https://helpdocs.getthread.com/security-billing/trust-and-security.md): One place to answer a partner security review: hosting and data residency, AI data handling, certifications, tenant isolation, availability, data deletion, subprocessors, HIPAA, and data-processing agreements.
- [Data & Encryption](https://helpdocs.getthread.com/security-billing/data-encryption.md): What customer data Thread stores from ConnectWise, Slack, and Teams, plus AWS-hosted at-rest encryption and HTTPS in-transit protection for every integration.
- [Magic AI Privacy & Security Overview](https://helpdocs.getthread.com/security-billing/magic-ai-privacy-security.md): How Thread's Magic AI features protect partner data across Azure OpenAI (assistive AI) and Anthropic Claude on AWS Bedrock (Triage Agent, Super Magic).
- [Claude on AWS Bedrock](https://helpdocs.getthread.com/security-billing/claude-on-aws-bedrock.md): Thread runs Anthropic's Claude on AWS Bedrock in the US for Triage Agent and Super Magic. Anthropic has no access, no training, and data is encrypted.
- [Thread Sub-Processors List](https://helpdocs.getthread.com/security-billing/list-of-sub-processors.md): Current list of Thread sub-processors and their purpose, including AWS, Microsoft Azure, Stripe, HubSpot, Segment, PostHog, and other infrastructure providers.
- [Thread IP Addresses and Domains to Allowlist](https://helpdocs.getthread.com/security-billing/what-if-my-organization-has-ip-restrictions.md): Network allowlist reference for Thread: outgoing IP addresses for PSA API calls and incoming domains required for Inbox, Messenger, and websocket connections.
- [Microsoft Teams App Permissions Reference](https://helpdocs.getthread.com/security-billing/microsoft-teams-app-permissions.md): Reference for the Microsoft Graph permissions Thread requests in Entra ID for Teams Service and Companion apps, covering delegated, application, and SSO scopes.
- [Slack App Permissions Guide](https://helpdocs.getthread.com/security-billing/slack-permissions-guide.md): Reference for the Slack OAuth scopes the Thread app requests, why each user and bot permission is needed, and how Thread limits access to ticket-related data.
- [Access Your Thread Billing Portal](https://helpdocs.getthread.com/security-billing/how-to-access-your-thread-billing-portal.md): Sign in to Thread's PCI-DSS compliant self-service portal to view invoices and subscription details, update billing info, and manage payment methods securely.
- [Plans and Licenses: AI and Chat License Management](https://helpdocs.getthread.com/inbox/plans-licenses.md): Review your AI Essentials or AI Pro plan, monitor ticket credits, and assign or remove AI and Chat licenses for clients from the Plans & Licensing page.
- [Automagically: Getting Started](https://helpdocs.getthread.com/automagically/automagically-getting-started.md): Get started with Automagically, the AI IT automation agent that generates runbooks from plain English and runs them against client environments in one click.
- [Running Runbooks in Automagically](https://helpdocs.getthread.com/automagically/automagically-running-runbooks.md): Run Automagically runbooks step by step: select a client, fill inputs, execute the automation, review the result status, and check execution history details.
- [Automagically: Client Access](https://helpdocs.getthread.com/automagically/automagically-client-access.md): Restrict Automagically to a subset of your clients. Choose between All clients or only chosen clients with an include or exclude match mode.
- [Managing Microsoft 365 client connections](https://helpdocs.getthread.com/automagically/automagically-microsoft-365-integrations.md): Connect, reconnect, test, verify GDAP roles, copy consent links, and disconnect Microsoft 365 client tenants from Automagically without Admin access.

## Magic Library

- [Magic Library](https://helpdocs.getthread.com/skill-library/overview.md): Prebuilt agents and skills for the MSP service desk — the jobs you run yourself in Super Magic, and the ones a Thread Flow runs unattended.
- [Agents](https://helpdocs.getthread.com/skill-library/agents.md): The named agents you can build in Thread — what makes a job an agent, and every Magic Library entry a Flow can run unattended.
- [Skills](https://helpdocs.getthread.com/skill-library/skills.md): What a Super Magic skill is, how it differs from an agent, and how to run one on demand across your service tickets.
- [Verified Skills](https://helpdocs.getthread.com/skill-library/verified.md): Super Magic skills proven in production by two or more Thread partners — the battle-tested, multi-partner subset of the Magic Library.
- [By Category](https://helpdocs.getthread.com/skill-library/by-category.md): Browse the Magic Library by category.
- [Triage & Routing](https://helpdocs.getthread.com/skill-library/triage-and-routing/overview.md): Work out what a new ticket is, how urgent it is, and where it belongs — before a technician opens it.
- [QA & Closure](https://helpdocs.getthread.com/skill-library/qa-and-closure/overview.md): Check the work before and after it closes: closure notes, reopens, aging, SLA risk, and the tickets quietly going stale.
- [Scheduling & Dispatch](https://helpdocs.getthread.com/skill-library/scheduling-and-dispatch/overview.md): Decide who does the work and when — assignment by skill and capacity, appointments, and the daily dispatch pass.
- [Communication](https://helpdocs.getthread.com/skill-library/communication/overview.md): Write to the client: first replies, expectation-setting, chasers, closing notes, and the awkward messages nobody enjoys drafting.
- [Documentation](https://helpdocs.getthread.com/skill-library/documentation/overview.md): Turn what happened on a ticket into something reusable — recaps, closure notes, KB articles, runbooks, and time entries.
- [Escalation](https://helpdocs.getthread.com/skill-library/escalation/overview.md): Hand a ticket up or across cleanly: readiness checks, prep for the next engineer, shift handoffs, and problem tickets.
- [Onboarding & Access](https://helpdocs.getthread.com/skill-library/onboarding-and-access/overview.md): Employee lifecycle work for your clients — new starters, leavers, and the access changes in between.
- [Devices & Infrastructure](https://helpdocs.getthread.com/skill-library/devices-and-infrastructure/overview.md): Endpoints, servers, and the estate: health checks, offline devices, disk and service problems, backup failures.
- [Security](https://helpdocs.getthread.com/skill-library/security/overview.md): Phishing, account takeover, quarantine, dark-web exposure, and the response runbooks that follow an incident.
- [Vendor Runbooks](https://helpdocs.getthread.com/skill-library/vendor-runbooks/overview.md): Per-product triage for the tools in your stack — what an alert from each vendor means and what to do about it.
- [Liongard Inspectors](https://helpdocs.getthread.com/skill-library/liongard-inspectors/overview.md): Read Liongard inspector data to answer configuration and drift questions across a client's systems.
- [Compliance & Audit](https://helpdocs.getthread.com/skill-library/compliance-and-audit/overview.md): Evidence, attestation, and audit trails — the questions asked at renewal or after an incident.
- [Troubleshooting Playbooks](https://helpdocs.getthread.com/skill-library/troubleshooting-playbooks/overview.md): Step-by-step diagnosis for the problems that arrive most: printers, VPN, Wi-Fi, Outlook, performance.
- [Alert Runbooks](https://helpdocs.getthread.com/skill-library/alert-runbooks/overview.md): What to do when monitoring fires — separate the real condition from the noise and act on the right one.
- [End-User Guides](https://helpdocs.getthread.com/skill-library/end-user-guides/overview.md): Client-facing walkthroughs you can send as-is, so the user can fix it themselves.
- [Role Rituals](https://helpdocs.getthread.com/skill-library/role-rituals/overview.md): The recurring passes that keep a desk honest — morning, end-of-day, and weekly, per role.
- [Localized](https://helpdocs.getthread.com/skill-library/localized/overview.md): Client-facing skills in languages other than English.
- [Microsoft 365 Administration](https://helpdocs.getthread.com/skill-library/m365-administration/overview.md): Microsoft 365 tenant, mailbox, Teams, and identity work — the biggest single source of routine requests.
- [PSA-Specific Workflows](https://helpdocs.getthread.com/skill-library/psa-specific/overview.md): The conventions of your PSA — boards, statuses, types, agreements, and SLAs, per platform.
- [Change & Problem Management](https://helpdocs.getthread.com/skill-library/change-and-problem-management/overview.md): Planned change and recurring problems: approvals, maintenance, major incidents, root cause.
- [Voice & Messenger](https://helpdocs.getthread.com/skill-library/voice-and-messenger/overview.md): Calls and chat as intake — voicemail, transcripts, dead air, and turning a conversation into a ticket.
- [Industry Packs](https://helpdocs.getthread.com/skill-library/industry-packs/overview.md): Sector-specific context for clients in regulated or specialised industries.
- [MSP Business Operations](https://helpdocs.getthread.com/skill-library/msp-business-operations/overview.md): Running the business behind the desk.
- [Reporting & Analytics](https://helpdocs.getthread.com/skill-library/reporting-and-analytics/overview.md): Answer \"how are we doing?\" from the ticket record — volume, trends, performance, and the briefs leadership asks for.
- [Account Management](https://helpdocs.getthread.com/skill-library/account-management/overview.md): Client health, risk, and the preparation behind a QBR or renewal conversation.
- [Client Lifecycle](https://helpdocs.getthread.com/skill-library/client-lifecycle/overview.md): Onboarding, offboarding, and transitions at the client level rather than the user level.
- [Finance & Billing](https://helpdocs.getthread.com/skill-library/finance-and-billing/overview.md): Time, invoicing, agreements, and the money questions attached to tickets.
- [Sales & Quoting](https://helpdocs.getthread.com/skill-library/sales-and-quoting/overview.md): Quotes, proposals, and the handoff between sales and service.
- [Automation & Flows](https://helpdocs.getthread.com/skill-library/automation-and-flows/overview.md): Build the automation itself — Flows, Intents, approvals, and the skills that write other skills.
- [Connectors](https://helpdocs.getthread.com/skill-library/connectors/overview.md): Reach outside Thread: the skills built on a specific integration.
- [Training & Enablement](https://helpdocs.getthread.com/skill-library/training-and-enablement/overview.md): Bring people up to speed — coach a new hire on real tickets, review work, and build the curriculum.
- [Personal Productivity](https://helpdocs.getthread.com/skill-library/personal-productivity/overview.md): Your own queue, your own day.
- [By Connector](https://helpdocs.getthread.com/skill-library/by-connector.md): Browse the Magic Library grouped by the integration each agent or skill needs, from PSA and RMM to documentation, chat, and monitoring connectors.
- [By Role](https://helpdocs.getthread.com/skill-library/by-role.md): Browse the Magic Library by who uses each agent or skill.
- [By Outcome](https://helpdocs.getthread.com/skill-library/by-outcome.md): Browse the Magic Library by what each agent or skill is worth.
- Every individual catalog entry is indexed in [llms-full.txt](https://helpdocs.getthread.com/llms-full.txt) and searchable on the [Magic Library](https://helpdocs.getthread.com/skill-library/overview.md) itself.

## Resources

- [Events](https://helpdocs.getthread.com/events-and-resources.md): Register for live Thread sessions — Super Magic admin setup, hands-on workshops, AMAs, and service team training. Pick a session and grab a spot.
- [Contact support](https://helpdocs.getthread.com/get-started/contact-support.md): How to reach the Thread Help team — the help center, in-app chat from Admin, email, and getting support inside your own Slack or Microsoft Teams workspace.
- [Submit feedback and feature requests](https://helpdocs.getthread.com/get-started/submit-feedback.md): Request a feature, ask for an integration, or report a bug on the Thread Feedback portal — search, vote, post — and see how admins track requests.
- [Playbooks](https://helpdocs.getthread.com/start-here/playbooks/overview.md): Strategic guides for rolling out Thread and talking to customers about AI-powered support.
- [Thread Partner Change Management Guide](https://helpdocs.getthread.com/get-started/thread-partner-change-management-guide.md): MSP rollout playbook for Thread: phased internal launch, AI vs. human ownership, customer comms templates, and proof points to drive adoption across your team.
- [Customer Value Messaging for AI-Powered Support](https://helpdocs.getthread.com/get-started/talking-to-customers-about-ai-powered-support-thread-customer-value-messaging.md): Customer-facing messaging for Thread's AI support: the FAST framework, product talking points, objection handling, and scripts that lead with outcomes.
- [Craft Your White-Labeled Thread Rollout Campaign](https://helpdocs.getthread.com/adoption/craft-your-white-labeled-thread-customer-rollout-campaign.md): Build a white-labeled Thread Chat rollout campaign with customizable Quick Start Guides and Marketing Rollout Emails that boost customer adoption and buy-in.

## Changelog

- [Changelog — Q3 2026](https://helpdocs.getthread.com/changelog/q3-2026.md): Weekly Thread product updates for Q3 2026 (July-September), including new features, improvements, bug fixes, and platform changes.
- [Changelog — Q2 2026](https://helpdocs.getthread.com/changelog/q2-2026.md): Weekly Thread product changelog for Q2 2026 (April to June): new features, Magic AI and Inbox improvements, bug fixes, and platform updates.
- [Changelog — Q1 2026](https://helpdocs.getthread.com/changelog/q1-2026.md): Weekly Thread product changelog for Q1 2026 (January to March): new features, Magic AI and Inbox improvements, bug fixes, and platform updates.