Article

    Tracking New Conversations

    3 min read
    Last updated 1 month ago

    Once you have added the Unthread app for Slack and connected it to one of your channels, you’ll automatically start seeing conversations tracked in your inbox.

    ⚡️ Automatic Tracking (Default)

    The next time someone outside of your Slack organization sends a message into the channel, a conversation will be tracked and added to your inbox. For more of an explanation of automatic tracking, read up on how conversations are tracked.

    new-conversation-ephemeral.png

    If you don’t see tickets (and auto-replies aren’t sending)

    If automatic conversation tracking is turned off, Unthread will not automatically track new Slack messages as tickets. This typically means:

    • You won’t see new tickets appear in your Unthread inbox.
    • Time-based auto-replies (for example, a non-working-hours autoresponder) won’t send.

    To re-enable automatic conversation tracking, go to your Unthread dashboard: Settings → Slack (for example: https://yourcompany.unthread.io/dashboard/settings/slack).

    🔎 Manually Tracking Conversations

    If you’d like to track a conversation now without a customer message, you can add one manually.

    Use Emojis

    By default, the 🎫 emoji will trigger a new ticket. You can customize this in the “Settings” > “Slack” section of your dashboard

    Use a Message Shortcut

    To use the message shortcut:

    • Hover over a message in a channel
    • Click the three dots, and select “Manage conversation”. Note: if you don’t see that option, you may need to click “More message shortcuts…”
    • A modal will appear with some basic details. Click “Save” and you’ll see it in your inbox!
    manually-create-convo.gif

    💡 You can manually create conversations from DMs to track them for later!

    ℹ️ Troubleshooting

    Someone sent a message in the channel but I don’t see it tracked?

    This may be because of the following:

    • Only messages from “Customers” (aka someone who’s not in your workspace) are tracked. This means if your team member sends something, it won’t be tracked as a ticket.
    • The channel must be connected to Unthread. Read up on how to connect your channels.
    • Do you have automating ticket tracking disabled? You can find this under Settings > Slack.
    • Greetings and thank you’s are automatically ignored and won’t create a conversation.

    ℹ️ Woo! Now that we’re seeing tickets, let’s dive into more specifics in “How conversations are tracked”.