> ## 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. # How Configurations and Assets Work in Messenger Chat > Learn how Messenger Chat pulls assigned configurations and assets from your PSA so customers can pick the right device when submitting a support request. 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 depends solely on whether the contact has a configuration or asset assigned in your ticketing system. Thread prioritizes and limits these configurations or assets based on the most recent logins. ## Functionality Overview * If a contact is associated with two or more configurations in your ticketing system, the end-user will receive an automatic bot question within Messenger after a thread is created, provided the request involves a configuration item or asset. * Thread limits the results to the most recently engaged configurations, ranking the list based on the latest logins we have records of. * Contacts will not see this prompt if only one configuration is tied to them, which is typical for customers who issue a single piece of hardware, like a laptop, to employees. ## Example Scenario If a user submits a request to Messenger chat asking for help troubleshooting their workstation and has more than one configuration or asset assigned to them in their ticketing system, the bot will automatically ask which configuration item the request pertains to. The user can then select a configuration or asset from the chat window or click "None of the above," and the configuration item will automatically be updated for the technician in Thread. Messenger chat bot prompting the customer to select which assigned configuration item their request relates to ## Override settings for a single client Thread uses an **App ID** as a per-company identifier, and settings cascade through it: * Your **partner App ID** inherits the Messenger settings, design and hours you define at **Admin Panel → Messenger**. * Every **client App ID** inherits those partner-level settings *unless* an override is set on that client. Set one, and any Messenger deployed with that client's App ID uses it instead. So if a customer needs a different board, different hours, or their own branding, override it on the client and deploy with their App ID. Go to **Admin Panel → Clients**, search for the client, and open it. On the **Settings** tab, tick **Override parent settings**, then change what differs: | Setting | What it controls | | ------------------------- | ---------------------------------------------------------------------------------- | | **Service Board** | Which board or queue service chats flow to in your PSA | | **Sales Board** | Which board or queue sales chats flow to | | **Reopen Service Status** | The reopened-ticket status for your boards — keep it the same on Sales and Service | | **New Contacts** | Lets contacts who don't exist yet open service chats. **Client-level only.** | | **Proactive Messages** | Tick to stop proactive messages going to this client | Settings tab of a client in the Thread Admin Panel with Override parent settings ticked The **Design** and **Hours** tabs work the same way — override on the client, or leave them to inherit. Design tab override for an individual client Hours tab override for an individual client ## Let new contacts open chats By default Messenger only lets contacts that **already exist in your PSA** start a chat, which validates that whoever opens a request belongs to that company. You can relax that per client. This only works as a **client-level override**, and only when Messenger is deployed using that client's specific App ID. Setting it at partner level has no effect. **Admin Panel → Clients →** the client **→ Settings**, then tick **Override Parent Settings**. Override Parent Settings checkbox on a client's Settings tab Adjust anything else you want to differ for this client first, then tick the box and **Save**. Allow new contacts to open chats setting enabled for a client Messenger will then let any user authenticate with any email, create a contact under that company, and let them raise a service chat. Client-level App ID shown in the Thread Admin Panel for deployment Thread creates a new contact when the email address doesn't already exist in your PSA. It does **not** currently merge or update duplicate contacts, so expect to tidy those up in the PSA. ## Disable a client's Messenger access When you offboard a client from Messenger: Go to **Admin Panel → Clients** and find the client on the **Companies** tab. In that client's **Messenger** column, switch it to **Disabled**. They can no longer start new Messenger chats. Messenger column set to Disabled for a client in the Companies list ## Skills that use this Get more out of Messenger chat with Super Magic skills. Turn a chat into a clean, complete ticket. Keep chat replies fast, clear, and on-brand. Check where Messenger is deployed and where it isn't. Every Voice & Messenger skill. ## Related topics - [CW Configurations Assets](/skill-library/psa-specific/cw-configurations-assets.md) - [Messenger Settings: Configure Chat, Design, and Hours](/inbox/messenger.md) - [How Reminder Agent Works](/ai-agents/reminder-agent-how-it-works.md)