Introduction

👋 Welcome to the Unthread! Let's help you get set up.

If you can’t find what you’re looking for, shoot us a note at [email protected] or send us a message in your dedicated Slack channel.

🛠 Setting up your account

Follow these steps (in order), and your account will be ready to go, lickety-split!

• Connecting to Slack
• Connecting Customer Channels
• Tracking Conversations

🎫 Conversational Ticketing

Learn how Slack conversations are automatically tracked, prioritized, and assigned.

• How Conversations are Tracked
• Editing Conversations
• Ticket Types
• Triaging with Your Team
• Assignments, Escalations, and SLAs
• Approval Requests

📥 Managing Your Inbox

Organize and close out your customer conversations.

• Slack Inbox
• Web Inbox & Kanban Board

🤖 Unthread AI

Automate your support while maintaining a human touch.

• Introduction to AI Support
• Knowledge Base Syncing
• AI Bot for Slack
• AI-Generated Responses
• AI-Determined Tags

📣 Customer Engagement

Reach out to customers at the right time with the right information.

• Slack Broadcasts
• Autoresponder
• Surveys
• In-Channel Ticket Tracker

📨 Email Support

Manage incoming support emails right from Slack or our web app.

• Email to Slack Connector

🛟 In-app Support

Embed a live chat widget into your website, connected to Slack.

• Live In-App Chat
• Customer Portal

🔌 Integrations

Connect to your existing apps. Sync conversations to CRMs, create tasks linked to conversations, and more.

• Task Managers (JIRA, Linear, Asana, etc.)
• Zendesk
• HubSpot
• Microsoft Teams
• Salesforce
• Zapier

👾 API Documentation

Build on top of our system for advanced workflows and automation.

• API Documentation (Beta)
• Webhooks