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This guide explains how to add a “Chat Now” button to your ticket email notifications in your PSA. The button gives clients instant access to your support team via Thread Messenger, driving faster resolutions and better engagement.

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What the Button Does

The Chat Now button:
  1. Is embedded directly in ticket-related emails.
  2. Opens a live support chat in the client’s browser.
  3. Automatically includes the client’s name, email, and company—no extra steps required.

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Code Snippet

Paste the following HTML code into your PSA’s ticket email template to display the chat button:

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How It Works

The link in the button dynamically pulls information using placeholder fields supported by your PSA:
  1. [contactfirstname] – The client’s first name
  2. [contactlastname] – The client’s last name
  3. [contactemail] – The client’s email address
  4. [companyname] – The client’s company
Make sure your PSA supports these variables. If not, update them with the correct placeholder format your system uses.

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Where to Find Your App ID

To make this button functional, you need to replace <add your appid> in the link with your actual Thread App ID. Here’s how to find it:
1

Log in to the Thread admin panel

Log in to your Thread admin panel.
2

Navigate to Messenger → Installation

Navigate to Messenger → Installation.
3

Locate your App ID

Locate your App ID in the installation section.
4

Copy it into the chat link

Copy and paste it into the appId= portion of the chat link.

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How to Add It to Your PSA

While every PSA is different, here’s a general process for updating your email template:
1

Open your PSA's email template editor

Open your PSA’s email template editor.
2

Locate the ticket updates template

Locate the template used for ticket updates or status notifications.
3

Open the HTML view

Open the HTML view (or source view) of the template.
4

Paste the HTML snippet

Paste the HTML snippet where you’d like the Chat Now button to appear.
5

Replace the App ID placeholder

Replace <add your appid> with your actual App ID.
6

Save and preview

Save and preview the template using a test ticket or contact.

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Best Practices

  • Test how the email renders in various email clients (desktop + mobile).
  • Ensure placeholder fields are correctly replaced by your PSA.
  • Customize button color (#EB4034) to match your branding if needed.

Related topics

Set Up an Autotask Email Workflow for Thread ChatsWhy Thread — and what changes for youEnable Thread Chat & Timepad Insights in Autotask