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For tickets that were deflected, you’ll see a more in-depth grouping.\n\n## Deflection Categories\n\nWe’ll highlight the deflection categories below:\n\n- **Closed by Internal User** - The ticket was closed manually by an agent\n- **Closed by Submitter** - The customer closed the ticket themselves after receiving an AI response\n- **Stale Intake** - The user was served a reply by the bot and never replied. This can mean the answer was correct, but without user confirmation, we don’t count it as a bot deflection\n\n**ℹ️** *AI analytics help you understand your AI assistant’s effectiveness and identify areas where your knowledge base might need improvement.*\n\n## AI Performance Metrics\n\n### Deflection Rate\n\nTrack how often your AI successfully handles inquiries without human intervention. A higher deflection rate means your AI is effectively resolving customer issues independently.\n\n### Response Quality\n\nMonitor the quality of AI-generated responses through customer feedback and satisfaction scores.\n\n### Conversation Flow\n\nAnalyze how customers interact with your AI assistant and identify opportunities for improvement.\n\n## AI Generated Response History\n\nHere you’ll find a list of all tickets within a time period (default is 30 days) along with the AI response and any user feedback provided. We intend this list to guide you as an admin to understand where your documentation sources could use some additional context or documents.\n\n### Using the Response History\n\n- **Review AI Responses** - See exactly what your AI assistant is saying to customers\n- **Analyze User Feedback** - Understand which responses received positive or negative feedback\n- **Identify Knowledge Gaps** - Spot areas where your documentation needs improvement\n- **Track Performance Trends** - Monitor how AI effectiveness changes over time\n\n## Related Pages\n\n- [AI Responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466)\n- [Analytics Overview](https://help.unthread.unthread.io/articles/bac5f324-40af-44b9-adbc-8aaafbbbbbd7)\n- [Knowledge Base](https://help.unthread.unthread.io/articles/bc59ca2e-64e8-482f-9f9a-6e162db8fed2)","collectionId","a45d37f7-afe5-49cf-836a-6c15ba59769b","2025-09-09T18:48:12.610Z","2025-09-12T15:43:21.478Z","55b9c5e5-47a6-4514-8c00-bc33f4b161e7","collection",{"_25":164,"_68":170},"Analytics","userGroups",[],"channels",[],{"_56":176,"_159":177,"_161":178,"_163":179,"_13":-5,"_102":180,"_104":181,"_25":182,"_168":183,"_171":185,"_173":186},"AI-Generated Responses","https://docs.unthread.io/ai/ai-responses","## ![auto-response.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-response.gif?alt=media)\n\n## Introduction\n\nWith Unthread AI, you can use your existing knowledge base to train an AI model to provide helpful responses and relevant documentation to customers. AI works with [Slack](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1), [email](https://help.unthread.unthread.io/articles/b18c73d7-178a-46dc-9a03-332f184e310a), and [in-app chat](https://help.unthread.unthread.io/articles/b14c6436-edf4-420e-9a96-17892aee314e) support so you can automate your responses to customers across any channel.\n\n## Training AI on Your Knowledge Base\n\nOnce you’ve enabled this feature, you’ll see a tab under “Settings” > “Knowledge Base” where you can connect your documentation. We have an article about how to set up various source of knowledge\n\n📖 [Knowledge Base Syncing](https://help.unthread.unthread.io/articles/bc59ca2e-64e8-482f-9f9a-6e162db8fed2)\n\n### Testing Responses\n\nYou can also click “Test Responses” and enter in some sample text to get a preview of what the AI will generate.\n\n## **AI-Generated Responses**\n\nYou can have the AI automatically respond to a customer question with a human-friendly response via the**Auto-responder**.\n\n💡*As a reminder, the Auto-responder is a helpful tool to automatically reply in a thread or a new email with a custom message, which can be dynamically set based on your hours of operation.*\n\n### AI-Generated Responses in the Channel\n\n![ai-gen-response.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fai-gen-response.png?alt=media)\n\n### Auto-closing Conversations\n\nAfter the AI sends a response in the channel, the customer will be presented with a thumbs up or thumbs down to provide feedback on the answer. A thumbs up will auto-close the conversation, marking it as resolved.\n\n### Enabling Auto-responder Replies\n\nFrom the Slack settings or your Email inbox settings, you can enable the AI-generated responses in the “auto-responder” section. \n\n![auto-responder-ai.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-ai.png?alt=media)\n\n### White-labeling the Bot\n\nYou can set your own custom name and image for the bot that replies. To set this, go to “Settings” > “General”, and you’ll see an option to set the “support name & logo”.\n\n## Suggesting Responses to Support Reps\n\nIn the case that you don’t want your customers to be interacting directly with the AI, you can instead **suggest responses** to support reps privately. This is a great way to preview what the AI-generated response would be and make edits before sending.\n\n### Suggesting a Response in Slack\n\nTo generate a suggested response from inside of Slack, you can do one of the following:\n\n- Apply the ”🤔” reaction to the message you’d like a response to\n- Use a “message shortcut” called “Suggest AI Response”\n\nIn either case, you will get a private message inline with a human-friendly response as well as links to any relevant documentation \n\n![suggest-response.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsuggest-response.png?alt=media)\n\n### Suggesting a Response in Your Web Inbox\n\nFrom the web dashboard, when managing a conversation, you can suggest a respnose by navigating to the conversation details page, and clicking ”✨ Suggest response”.\n\nℹ️ *If you don’t see a “Suggest response” button, you likely need to go to your “Settings” > “AI” page and enable AI responses from there*\n\n## Analytics\n\n![kb-analytics.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fkb-analytics.png?alt=media)\n\n To view feedback from end users on the quality of your AI-generated responses, head over to “Analytics” > “AI” from your Unthread dashboard. \n\nFrom there, you’ll see the thumbs up or thumbs down reactions by end users, as well as examples where the AI wasn’t able to find any documentation.\n\n💡***Coming soon:*** *we’ll also suggest improvements to your docs based on the conversation history that takes place!*","ef88f17f-9bdc-4fd1-911c-acf273d2f65f","2023-12-03T18:55:51.532Z","2025-09-11T22:00:48.056Z","702292cb-0523-4cb8-bc3f-05583306b466",{"_25":179,"_68":184},"Unthread AI",[],[],{"_56":188,"_159":189,"_161":190,"_163":164,"_13":-5,"_102":191,"_104":192,"_25":193,"_168":194,"_171":195,"_173":196},"Analytics Overview","https://docs.unthread.io/analytics/Overview","**ℹ️ *Analytics is available on all Unthread plans.*** *Contact our support team if the option is unavailable.*\n\n## Introduction\n\nWelcome to Unthread Analytics! Whether you’re just getting started or looking to dive deeper, this guide will help you understand and optimize your customer support operations using data.\n\nThink of analytics as your support team’s compass—it shows you where you’ve been, where you are now, and helps you navigate toward better customer experiences.\n\n## Getting Started: Your First Steps\n\n1. **Navigate to Analytics**\n\n Go to **Dashboard > Analytics** in the main menu\n\n2. **Start with Response Times**\n\n Begin with first response time reports to understand your team’s current performance\n\n3. **Save Your First Report**\n\n When you find a view you like, save it as a report for quick access later\n\n4. **Build Your Dashboard**\n\n Use the board builder to combine multiple reports into a comprehensive view\n\n5. **Set Up Regular Reviews**\n\n Schedule time to review your analytics regularly\n\n 🎦 [See AI insights transform ticket analytics in action.](https://www.loom.com/share/8da07b9fe84146759d4860f8265079cc?sid=5e1470a7-35a3-4a3d-b44a-f7b3a9c04d67)\n\n## What You Can Track\n\n### [Performance Analytics](https://help.unthread.unthread.io/articles/29437d5b-06f8-4209-bec3-8a23e11413cf)\n\nSee how quickly your team responds to customers and resolves issues. Track response times, resolution times, and overall team efficiency to spot areas for improvement.\n\n### [Volume Analytics](https://help.unthread.unthread.io/articles/38dfaed6-c54a-4cf1-b2a0-115afdf4bf0e)\n\nUnderstand your workload patterns and conversation volumes. Identify when you’re busiest and plan your staffing accordingly.\n\n### [AI Analytics](https://help.unthread.unthread.io/articles/55b9c5e5-47a6-4514-8c00-bc33f4b161e7)\n\nSee how well your AI assistant is performing. Track deflection rates and understand how effectively your AI handles customer inquiries.\n\n### [Board Builder](https://help.unthread.unthread.io/articles/4e75cbc7-b67a-4946-a420-203034aff02d)\n\nCreate custom dashboards that combine multiple reports. Great for executives and stakeholders who need a high-level view of everything.\n\n## Your Analytics Dashboard\n\n### Real-Time Updates\n\nYour analytics update in real-time, so you’re always looking at current data. No more wondering if your reports are stale—what you see is what’s happening right now!\n\n### Interactive Dashboards\n\nUse the board builder to create custom dashboards that display multiple reports side by side. This is where the magic happens—your personal mission control for monitoring the metrics that matter most to your team.\n\n### Smart Filtering\n\nFilter your data by assignee, customer, channel, priority, status, and custom fields to focus on specific aspects of your support operations.\n\n### Export Your Data\n\nDownload your analytics data as CSV files for external analysis, presentations, or reporting to stakeholders.\n\n### Business Hours Focus\n\nToggle between all hours and business hours to focus on working time metrics—perfect for operational planning and SLA monitoring.\n\n## How Teams Use Analytics\n\n## ![AnalyticsReportType.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FAnalyticsReportType.gif?alt=media)\n\n### Daily Operations: Your Morning Check-in\n\nStart your day by checking your analytics dashboard. Monitor response times and open conversation counts to understand your current workload. Check AI deflection rates and review volume patterns to ensure balanced distribution.\n\n### Weekly Reviews: The Big Picture\n\nSet aside time each week to analyze resolution times and customer satisfaction scores. Review escalation rates and channel performance to identify bottlenecks and celebrate wins.\n\n### Monthly Planning: Strategic Insights\n\nUse monthly analytics reviews to assess overall team performance trends. Review customer satisfaction and sentiment trends to understand long-term patterns.\n\n## \n\n## Getting the Most Out of Analytics\n\n### Start Simple\n\nDon’t try to track everything at once. Begin with 2-3 key metrics that align with your team’s goals, then gradually expand your analysis.\n\n### Set Your Baselines\n\nDocument your current performance levels and set realistic improvement targets. Track your progress over time to measure success.\n\n### Make It a Habit\n\nSchedule regular analytics reviews with your team. Use the data to inform process improvements and recognize achievements.\n\n### Optimize Performance\n\n- Use business hours filtering for operational metrics\n- Limit date ranges for better performance\n- Apply filters early to reduce data volume\n- Save frequently used reports for quick access\n\n## Need Help?\n\nFor technical issues or questions about analytics functionality:\n\n- **In-app Help**: Click on the Unthread icon in the analytics interface\n- **Documentation**: Refer to the detailed guides linked above\n- **Still need assistance?**: Shoot us a note at [hello@unthread.io](mailto:hello@unthread.io) or send us a message in your dedicated Slack channel.\n\n## Related Pages\n\n- [**API Reference**](https://help.unthread.unthread.io/articles/72d90ae5-34de-42da-ad47-64b60c6b0d09)","2025-09-09T18:48:17.333Z","2025-09-12T15:44:45.101Z","bac5f324-40af-44b9-adbc-8aaafbbbbbd7",{"_25":164,"_68":170},[],[],{"_56":198,"_159":199,"_161":200,"_163":201,"_13":-5,"_102":202,"_104":203,"_25":204,"_168":205,"_171":207,"_173":208},"API Reference","https://docs.unthread.io/api-introduction/using-api","Everything in Unthread is driven by our powerful API. You can set up your own Service Account to get an API key with specific permissions.\n\n## Create a service account\n\nIn order to call the API, you will first need to create a service account. Go to your Unthread dashboard and find the Service Accounts tab under Settings. Click “Add service account”, give your service account a name, and click “Submit”.\n\n![using-api.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fusing-api.png?alt=media)\n\nAfter creating the new service account, you will see a window displaying the service account’s API key. Copy this key and put it somewhere safe and secret. Once you close the window you will not be able to view the key again.\n\n### \n\n## Calling the API\n\nThe URL for calls to the API will have the following form, with $ being replaced by the endpoint you are trying to call:\n\n```\nhttps://api.unthread.io/api/${endpoint}\n```\n\nIn order to authenticate, you must send an HTTP header with the key “X-Api-Key” and the value set to the service account key created in the previous section. All request and response bodies will be in JSON.\n\n## \n\n## API Conventions\n\nThe Unthread API follows RESTful conventions when possible, with most operations performed via `GET`, `POST`, `PATCH`, and `DELETE` requests. Request and response bodies are encoded as JSON.\n\n### List Endpoints\n\nAll list endpoints follow the same conventions. Requests are made in the following format:\n\n```\ninterface Where {\n field: WhereField;\n operator: '==' | '!=' | '>' | '<' | 'in' | 'notIn' | 'contains' | 'notContains' | 'like';\n value: string | number | string[];\n}\n\ninterface ListRequest {\n select?: Array;\n order?: Array;\n where?: Array>;\n limit?: number;\n descending?: boolean;\n cursor?: string;\n}\n```\n\nAccepted values for SelectField, OrderByField and WhereField depend on the object. Responses are made in the following format:\n\n```\ninterface ListResponse {\n data: Array;\n totalCount: number;\n cursors: {\n hasNext: boolean;\n hasPrevious: boolean;\n next?: string;\n previous?: string;\n };\n}\n```\n\nResponses are paginated by providing a cursor to the next or previous page. The limit per page is 100. An example list request is provided below:\n\n```\n// Request\n// POST /conversations/list\n{\n \"select\": [\n\t\t\"id\",\n\t\t\"title\",\n\t\t\"initialMessage.ts\",\n\t\t\"initialMessage.text\",\n\t\t\"tags.id\",\n\t\t\"tags.name\"\n\t],\n \"order\": [\"createdAt\", \"id\"],\n \"where\": [\n {\n \"field\": \"customerId\",\n \"operator\": \"==\",\n \"value\": \"9YQjOSTFXeOPF8xNURFd\"\n }\n ],\n \"descending\": true,\n \"limit\": 1,\n \"cursor\": \"W3RydWUsWyIwNTU4MTc5Zi1kYTJkLTQxZjItOTZlYy1iZGY2YzkzZGQ1MjIiXV0=\"\n}\n\n// Response\n{\n \"data\": [\n {\n \"id\": \"0476bfd0-0c3f-4dfb-b462-d75a4a6908e1\",\n\t\t \"title\": \"A bug report\",\n\t\t \"initialMessage\": {\n \"ts\": \"1675183719.124879\",\n \"text\": \"Help, I found a bug\"\n } ,\n\t\t \"tags\": [\n {\n \"id\": \"32561c55-0f01-47af-aa55-1a3d638f41e8\",\n \"name\": \"Bug\"\n }\n ]\n }\n ],\n \"totalCount\": 688,\n \"cursors\": {\n \"hasNext\": true,\n \"hasPrevious\": true,\n \"next\": \"W3RydWUsWyIwNDUzYmFiNi1iNDY3LTQ0MGMtYmMzZi1mNWEyODQ5YzlkYWUiXV0=\",\n \"previous\": \"W2ZhbHNlLFsiMDI4ZDg3NzMtY2I5Ni00MDQzLTlmYjYtMGZhOWUzYmFmY2MzIl1d\"\n }\n}\n```\n\n### Create and Update Endpoints\n\nCreate and update endpoints can specify a `select` query param that takes a comma-separated list of fields to return in the response. Example below:\n\n```\n// Request\n// PATCH /conversations/0476bfd0-0c3f-4dfb-b462-d75a4a6908e1?select=id,title,initialMessage.ts,initialMessage.text,tags.id,tags.name\n{\n \"status\": \"closed\"\n}\n\n// Response\n{\n \"id\": \"0476bfd0-0c3f-4dfb-b462-d75a4a6908e1\",\n \"title\": \"A bug report\",\n \"initialMessage\": {\n \"ts\": \"1675183719.124879\",\n \"text\": \"Help, I found a bug\"\n } ,\n \"tags\": [\n {\n \"id\": \"32561c55-0f01-47af-aa55-1a3d638f41e8\",\n \"name\": \"Bug\"\n }\n ]\n}\n```\n\n## \n\n## Objects\n\n### Conversation\n\n```\ninterface Conversation {\n id: string;\n status: \"open\" | \"in_progress\" | \"on_hold\" | \"closed\";\n customerId: string | null;\n channelId: string;\n wasManuallyCreated: boolean;\n friendlyId: number;\n createdAt: string;\n updatedAt: string;\n closedAt: string | null;\n statusUpdatedAt: string | null;\n responseTime: number | null;\n responseTimeWorking: number | null;\n resolutionTime: number | null;\n resolutionTimeWorking: number | null;\n title: string | null;\n priority: number | null;\n initialMessage: Message;\n assignedToUserId: User | null;\n tags: Array;\n customer: Customer | null;\n wakeUpAt: string | null;\n summary: string | null;\n snoozedAt: string | null;\n lockedAt: string | null;\n ticketTypeId: string | null;\n ticketTypeFields: Record;\n metadata?: Record;\n followers?: {\n userId?: string;\n groupId?: string;\n entityId: string;\n }[];\n collaborators?: {\n collaboratorTypeId: string;\n userId?: string;\n groupId?: string;\n entityId: string;\n }[];\n files?: {\n id: string;\n name: string;\n size: number;\n filetype: string;\n mimetype: string;\n }[];\n}\n```\n\n### Message\n\n```\ninterface Message {\n ts: string;\n userId: string;\n userTeamId: string;\n botId: string;\n botName: string;\n text: string;\n subtype: string | null;\n conversationId: string;\n timestamp: string;\n threadTs: string | null;\n conversation: Conversation;\n user: User | null;\n metadata?: {\n eventType?:\n | \"autoresponder_replied\"\n | \"email_received\"\n | \"email_explanation_sent\"\n | \"widget_message_received\"\n | \"microsoft_teams_message_received\"\n | \"unthread_outbound\"\n | \"post_close_template_sent\"\n | \"customer_view_button\"\n | \"slack_bot_dm_received\";\n };\n}\n```\n\n### Customer\n\n```\ninterface Customer {\n name: string;\n primarySupportAssigneeId: string | null;\n primarySupportAssigneeType: \"user\" | \"team\" | null;\n secondarySupportAssigneeId: string | null;\n secondarySupportAssigneeType: \"user\" | \"team\" | null;\n replyTimeoutMinutes: number | null;\n defaultTriageChannelId: string | null;\n disableAutomatedTicketing: boolean | null;\n botHandling: \"off\" | \"all\" | null;\n autoresponder: AutoresponderOptions | null;\n supportSteps: Array | null;\n slackTeamId: string | null;\n assignToTaggedUserEnabled: boolean | null;\n slackChannelId: string | null;\n createdAt: string;\n updatedAt: string;\n tags: Array;\n slackChannel: SlackChannel | null;\n}\n```\n\n### Tag\n\n```\ninterface Tag {\n id: string;\n name: string;\n}\n```\n\n### User\n\n```\ninterface User {\n id: string;\n name: string;\n email: string;\n slackId: string;\n photo: string;\n}\n```\n\n### User Team\n\n```\ninterface UserTeam {\n id: string;\n name: string;\n slackId: string;\n}\n```\n\n### Slack Channel\n\n```\ninterface SlackChannel {\n id: string;\n name: string;\n isShared: boolean;\n isPrivate: boolean;\n}\n```\n\n### Simple Condition\n\n```\ninterface SimpleCondition {\n leftValue?: any;\n leftValueFrom?: string;\n operator: \"equals\" | \"notEquals\" | \"greaterThan\" | \"lessThan\" | \"greaterThanOrEquals\" | \"lessThanOrEquals\" | \"contains\" | \"notContains\" | \"in\" | \"notIn\";\n rightValue?: any;\n rightValueFrom?: string;\n}\n```\n\nFor a “simple condition”, the left and right values are compared using the operator. For example, if the operator is “equals”, the left and right values are compared for equality. For left and right values, either a value can be provided directly or a reference to a field in the “context”, through the `leftValueFrom` and `rightValueFrom` fields.\n\nThe “context” depends on the object and the operation. For example, for ticket type field conditions, the context has the following shape:\n\n```\n{\n \"conversation\": {\n \"ticketTypeFields\": {\n \"12345678-1234-1234-1234-123456789abc\": \"value-1\",\n \"42345678-1234-1234-1234-123456789abd\": \"value-2\"\n }\n }\n}\n```\n\nTherefore, a condition can be added on a ticket type field like this:\n\n```\n{\n \"leftValueFrom\": \"conversation.ticketTypeFields['12345678-1234-1234-1234-123456789abc']\",\n \"operator\": \"equals\",\n \"rightValue\": \"value-1\"\n}\n```\n\nThis will cause the field to be available for a given conversation if the ticket type has field `12345678-1234-1234-1234-123456789abc` set to `value-1`.\n\n### Ticket Type Field\n\n```\ninterface TicketTypeField {\n id: string;\n label: string;\n type: \"short-answer\" | \"long-answer\" | \"multi-select\" | \"single-select\" | \"checkbox\" | \"user-select\" | \"multi-user-select\";\n required: boolean;\n public: boolean;\n description: string;\n options?: string[];\n conditions?: {\n type: \"simple\";\n simple:\n | SimpleCondition\n | {\n and: SimpleCondition[];\n }\n | {\n or: SimpleCondition[];\n };\n };\n}\n```\n\nFor ticket type field conditions, the only context\n\n### Ticket Type\n\n```\ninterface TicketType {\n id: string;\n name: string;\n projectId: string;\n description: string;\n createdAt: string;\n updatedAt: string;\n fields: Array;\n}\n```\n\n### Autoresponder Options\n\n```\ninterface AutoresponderOptions {\n enabled: boolean;\n condition: \"always\" | \"outside-working-hours\";\n message: string;\n}\n```\n\n### Support Step\n\n```\ninterface SupportStep {\n type: \"assignment\" | \"escalation\" | \"reminder\" | \"triage\";\n assigneeId?: string;\n assigneeType?: \"user\" | \"team\";\n minutes: number;\n shouldCycleThroughTeamMembers?: boolean;\n maxCycles?: number;\n cycleMinutes?: number;\n}\n```\n\n### Outbound\n\n```\ninterface Outbound {\n id: string;\n status: \"scheduled\" | \"draft\" | \"sent\" | \"failed\";\n deliveryMethod: \"slack\";\n subject: string;\n // See Slack Block Kit documentation for details on the blocks field: https://api.slack.com/block-kit\n blocks: Array;\n recipients: {\n type: \"customer\";\n id: string;\n }[];\n sendAs: {\n // For type == \"support-rep\" the ID is the user ID to use as a default if there is no support rep for a given customer.\n type: \"user\" | \"support-rep\";\n id: string;\n };\n runAt: string;\n}\n```\n\n### Webhook Subscription\n\n```\ninterface WebhookSubscription {\n id: string;\n url: string;\n enabled: boolean;\n}\n```\n\n### Approval Request\n\n```\ninterface ApprovalRequest {\n status: \"approved\" | \"rejected\" | \"pending\";\n id: string;\n tenantId: string;\n assignedToGroupId?: string;\n assignedToUserId?: string;\n statusChangedAt?: Date;\n conversationId: string;\n title?: string;\n notes?: string;\n createdAt: Date;\n approverUser?: User;\n approverGroup?: UserTeam;\n}\n```\n\n### Collaborator Type\n\n```\ninterface CollaboratorType {\n id: string;\n name: string;\n key: string;\n description?: string;\n}\n```\n\n### Account\n\n```\ninterface Account {\n id: string;\n name: string;\n primarySupportAssigneeId: string | null;\n primarySupportAssigneeType: \"user\" | \"team\" | null;\n secondarySupportAssigneeId: string | null;\n secondarySupportAssigneeType: \"user\" | \"team\" | null;\n emailsAndDomains: string[];\n slackChannelIds: string[];\n slackTeamIds: string[];\n customFields: any[];\n supportSteps: any[];\n imageUrl: string | null;\n externalCrmMetadata: {\n id: string;\n } | null;\n createdAt: string;\n updatedAt: string;\n createdBy: string;\n updatedBy: string;\n slackChannels: Array;\n slackTeams: Array<{\n id: string;\n name: string;\n icon: string;\n }>;\n tags: Array;\n}\n```\n\n## Endpoints\n\n### Accounts\n\n**Create Account**\n\n```\nPOST /accounts\n```\n\nThis endpoint will create and return a new account.\n\nRequest schema:\n\n```\ninterface CreateAccountRequest {\n name: string;\n primarySupportAssigneeId?: string | null;\n primarySupportAssigneeType?: \"user\" | \"team\" | null;\n secondarySupportAssigneeId?: string | null;\n secondarySupportAssigneeType?: \"user\" | \"team\" | null;\n emailsAndDomains?: string[];\n slackChannelIds?: string[];\n slackTeamIds?: string[];\n customFields?: any[];\n supportSteps?: any[];\n imageUrl?: string | null;\n externalCrmMetadata?: {\n id: string;\n } | null;\n}\n```\n\n### Get Account by ID\n\n```\nGET /accounts/:accountId\n```\n\nThis endpoint will return the given account.\n\n### Update Account\n\n```\nPATCH /accounts/:accountId\n```\n\nThis endpoint will return the updated account. All fields from the create request schema can be updated.\n\n### Delete Account\n\n```\nDELETE /accounts/:accountId\n```\n\nThis endpoint will delete the given account.\n\n### List Accounts\n\n```\nPOST /accounts/list\n```\n\nThis endpoint will return a list of accounts following the standard list conventions. Supported fields for select, order, and where operations:\n\n- `id`\n- `name`\n- `imageUrl`\n- `primarySupportAssigneeId`\n- `primarySupportAssigneeType`\n- `secondarySupportAssigneeId`\n- `secondarySupportAssigneeType`\n- `primarySupportAssignee.id`\n- `primarySupportAssignee.name`\n- `secondarySupportAssignee.id`\n- `secondarySupportAssignee.name`\n- `emailsAndDomains`\n- `slackChannelIds`\n- `slackTeamIds`\n- `customFields`\n- `supportSteps`\n- `createdAt`\n- `updatedAt`\n- `createdBy`\n- `updatedBy`\n- `slackChannels.id`\n- `slackChannels.name`\n- `slackChannels.isPrivate`\n- `slackChannels.isShared`\n- `slackChannels.archivedAt`\n- `slackChannels.slackTeamId`\n- `slackTeams.id`\n- `slackTeams.name`\n- `slackTeams.icon`\n- `tags.id`\n- `tags.name`\n- `externalCrmMetadata`\n\n## \n\n## Approval Requests\n\n### **Create Approval Request for Conversation**\n\n```\nPOST /conversations/:conversationId/approval-requests\n```\n\nThis endpoint will return the newly created approval request. Fields that can be set on create are: `title`, `assignedToUserId` and `assignedToGroupId`.\n\n### **Get Approval Requests for Conversation**\n\n```\nGET /conversations/:conversationId/approval-requests\n```\n\nThis endpoint will return a list of approval requests for the given conversation.\n\n## \n\n## Automations\n\n**Create Automation**\n\n```\nPOST / automations;\n```\n\nThis endpoint creates a new automation.\n\n**Request Body**\n\nThe request body should be a JSON object with the following structure:\n\n```\n{\n name: string;\n description?: string | null;\n status?: 'draft' | 'active' | 'inactive';\n trigger: AutomationTrigger;\n steps: AutomationStep[];\n conditions?: Conditions | null;\n}\n```\n\n- `name` (required): The name of the automation.\n- `description` (optional): A description of the automation.\n- `status` (optional): The status of the automation. Defaults to ‘draft’ if not provided.\n- `trigger` (required): The trigger configuration for the automation.\n- `steps` (required): An array of steps that define the automation’s actions.\n- `conditions` (optional): Conditions that determine when the automation should run.\n\n### AutomationTrigger\n\nThe `trigger` field should be an object with a `type` property and a `data` property. The structure depends on the trigger type:\n\n```\n{\n type: \"event\" | \"manual\" | \"webhook\" | \"slackReaction\" | \"scheduled\" | \"delay\";\n data: {\n // Fields depend on the trigger type\n }\n}\n```\n\n### AutomationStep\n\nEach step in the `steps` array should be an object with a `type` property and a `data` property:\n\n```\n{\n type: \"action\" | \"branches\";\n data: {\n // Fields depend on the step type\n }\n}\n```\n\n### Response\n\nThe response will be a JSON object representing the created automation, including its ID and other details.\n\n### Notes\n\n- Automations are only available if custom actions are enabled for the tenant.\n\n## \n\n## Conversation Management\n\n### Add Follower to Conversation\n\n```\nPOST /conversations/:conversationId/add-follower\n```\n\nThis endpoint will add a follower to the given conversation. The request body should contain the `entityId` of the follower to add and the `entityType` which is either “user” or “group”.\n\n### **Remove Follower from Conversation**\n\n```\nPOST /conversations/:conversationId/remove-follower\n```\n\nThis endpoint will remove a follower from the given conversation. The request body should contain the `entityId` of the follower to remove.\n\n### Assign Collaborator to Conversation\n\n```\nPUT /conversations/:conversationId/collaborators/:collaboratorTypeId\n```\n\nThis endpoint will add a collaborator with the given collaborator type to the given conversation. The request body should contain the `entityId` of the collaborator to add and the `entityType` which is either “user” or “group”.\n\n### List Collaborator Types\n\n```\nPOST / collaborator - types / list;\n```\n\nThis endpoint will return a list of collaborator types.\n\n## Conversations\n\n### Create Conversation\n\n```\nPOST / conversations;\n```\n\nThis endpoint will create and return a new conversation. Behavior will differ depending on the `type` field:\n\n- For `type == \"slack\"`, the conversation will be for communication in Slack. You can choose to post the details either into a DM or into a channel.\n- For `type == \"triage\"`, the conversation will be for internal discussion only and there will be no way to communicate with the customer. The `triageChannelId` field is required.\n- For `type == \"email\"`, the conversation will be continued via email replies. Replies in the thread with `/unthread send` appended will be sent to the customer via email. The `emailInboxId` field is required. The `onBehalfOf` field is used to specify the email address and name of the end user to communicate with.\n\nIf `customerId` is provided, the conversation will be linked to the given customer and that customer’s autoresponder and SLA settings will be applied.\n\nRequest schema:\n\n```\ninterface CreateConversationRequest {\n type: \"triage\" | \"email\" | \"slack\";\n markdown: string;\n status: \"open\" | \"in_progress\" | \"on_hold\" | \"closed\";\n assignedToUserId?: string;\n customerId?: string;\n channelId?: string; // Only required if type == \"slack\". If not provided, the conversation will be continued through the Unthread app for Slack via a DM.\n projectId?: string;\n priority?: 3 | 5 | 7 | 9;\n triageChannelId?: string; // Only required if type == \"triage\"\n notes?: string;\n title?: string;\n excludeAnalytics?: boolean;\n emailInboxId?: string; // Only required if type == \"email\"\n ticketTypeId?: string;\n onBehalfOf?: {\n // Only required if type == \"email\". Either email or id must be provided.\n email?: string;\n name?: string;\n id?: string;\n };\n}\n```\n\n### Attachments\n\nFiles can be attached to the conversation by making a multipart/form-data request instead of a JSON request. The JSON payload should be included as a form field named `json` and the files should be included as additional form fields with the name `attachments` and the file as the value. Up to 10 files can be attached to a single conversation and the maximum file size is 20MB. See the following Javascript example for clarification:\n\n```\nconst formData = new FormData();\n\nformData.append(\n \"json\",\n JSON.stringify({\n type: \"email\",\n markdown: \"Hello, world!\",\n status: \"open\",\n onBehalfOf: {\n email: \"example@unthread.io\",\n name: \"Example User\",\n },\n emailInboxId: \"12345678-1234-1234-1234-123456789abc\",\n })\n);\n\nformData.append(\"attachments\", file1);\nformData.append(\"attachments\", file2);\n\nawait fetch(\"https://api.unthread.io/api/conversations\", {\n method: \"POST\",\n headers: {\n \"X-Api-Key\": \"Bearer YOUR_API_KEY\",\n },\n body: formData,\n});\n```\n\nNotes:\n\n- Markdown should follow the [Slack formatting](https://api.slack.com/reference/surfaces/formatting) guide.\n- For more info on multipart/form-data requests, see the IETF [RFC 7578](https://tools.ietf.org/html/rfc7578).\n\n### Get Conversation by ID\n\n```\nGET /conversations/:conversationId\n```\n\nThis endpoint will return the given conversation.\n\n### Update Conversation\n\n```\nPATCH /conversations/:conversationId\n```\n\nThis endpoint will return the updated conversation. Fields that can be updated are:\n\n- `status`\n- `priority`\n- `notes`\n- `assignedToUserId`\n- `wakeUpAt`\n- `snoozedAt`\n- `excludeAnalytics`\n- `title`\n- `lockedAt`\n- `customerId`\n- `ticketTypeId`\n- `ticketTypeFields`\n- `submitterUserId`\n- `metadata`\n\n### \n\nQuery parameters:\n\n- `useFullContent` (optional): When set to `true`, returns the full content of the conversation in the response. Defaults to `false`.\n- `mergeTicketTypeFields`(optional): When set to `true`, merges the provided `ticketTypeFields` with existing fields instead of replacing them entirely. Defaults to `false`.\n\nExample:\n\n```\nPATCH /conversations/:conversationId?mergeTicketTypeFields=true\n```\n\n### **List Conversations**\n\n```\nPOST / conversations / list;\n```\n\nThis endpoint will return a list of conversations.\n\n### List Messages for Conversation\n\n```\nPOST /conversations/:conversationId/messages/list\n```\n\nThis endpoint will return a list of messages for a given conversation.\n\n### Create Message in Conversation\n\n```\nPOST /conversations/:conversationId/messages\n```\n\nThis endpoint will post a new message into a Slack thread for a conversation.\n\nSample request:\n\n```\ninterface Block {\n type: \"section\" | \"survey\";\n text?: {\n text: string;\n type: \"mrkdwn\" | \"plaintext\";\n };\n survey_id?: string;\n}\n\ninterface CreateMessageRequest {\n body?: {\n type: \"html\" | \"markdown\";\n value: string;\n };\n blocks?: Block[];\n markdown?: string; // DEPRECEATED: Use 'blocks' and/or 'body' instead\n triageThreadTs?: string;\n isPrivateNote?: boolean; // Only applicable for email and in-app chat conversations\n isAutoresponse?: boolean; // Set this to true to treat this as a bot auto-response. Useful when responding to a conversation with your own AI bot.\n onBehalfOf?: {\n email?: string;\n name?: string;\n id?: string;\n };\n}\n```\n\nNotes:\n\n- Either `body`, `blocks` or `markdown` must be provided.\n- If both `blocks` and `body` or `markdown` are provided, the `blocks` will be appended after the `markdown` content\n- Only pass in `triageThreadTs` if you want the message to be posted to a [triage](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) thread for that conversation rather than being sent to the customer.\n- For email and in-app chat conversations, set `isPrivateNote` to `true` to mark the message as a private note which will post to the Slack thread for the conversation without sending a response back to the customer.\n- File attachments can also be included. See the section on adding attachments when creating a conversation for more information.\n- If `onBehalfOf` is provided, the message will be sent as the given user. If not provided, the message will be sent as the Unthread bot.\n\n## Download File Attachment\n\n```\nGET /conversations/:conversationId/files/:fileId/full\n```\n\nThis endpoint will return the full contents of a file attachment for a given conversation. The `:fileId` can be found in the `files` array of the conversation object.\n\n## \n\n## Customers\n\n### Get Customer by ID\n\n```\nGET /customers/:customerId\n```\n\nThis endpoint will return the given customer.\n\n### Update Customer\n\n```\nPATCH /customers/:customerId\n```\n\nThis endpoint will return the updated customer. Fields that can be updated are: `name`, `slackChannelId`, `autoresponder`, `supportSteps`, `defaultTriageChannelId`, `disableAutomatedTicketing`, `primarySupportAssigneeId`, `primarySupportAssigneeType`, `secondarySupportAssigneeId`, `secondarySupportAssigneeType`, `replyTimeoutHours`, `botHandling`, `emailDomains`.\n\n### Create Customer\n\n```\nPOST / customers;\n```\n\nThis endpoint will return the newly created customer and will create a Slack channel automatically if the `createChannel` flag is set to `true`.\n\n```\ninterface CreateCustomerRequest {\n name: string;\n slackChannelId?: string;\n emailDomains?: string[];\n tagIds?: string[],\n isPrivate?: boolean;\n inviteUserIds?: string[];\n channelTopic?: string; // max 250 characters\n createChannel?: boolean; // to create a channel in Slack for this customer\n}\n```\n\n### Delete Customer\n\n```\nDELETE /customers/:customerId\n```\n\nThis endpoint will delete the given customer.\n\n### List Customers\n\nThis endpoint will return a list of customers.\n\n## \n\n## Knowledge Base\n\n### Query Knowledge Base\n\n```\nPOST / knowledge - base / query;\n```\n\nThis endpoint allows you to make a one-off query to the knowledge base. You can optionally pass various context parameters to influence the query results.\n\nRequest schema:\n\n```\ninterface QueryKnowledgeBaseRequest {\n query: string; // Required\n customerId?: string; // Optional\n userId?: string; // Optional\n conversationId?: string; // Optional\n}\n```\n\n### Parameters\n\n- `query` (required): The string query to search for in the knowledge base.\n- `customerId` (optional): The ID of the customer associated with this query.\n- `userId` (optional): The ID of the user making the query.\n- `conversationId` (optional): The ID of the conversation context for this query.\n\nExample request:\n\n```\n{\n \"query\": \"How do I reset my password?\",\n \"customerId\": \"9YQjOSTFXeOPF8xNURFd\",\n \"userId\": \"63335fa9-ffcc-4103-8905-e4440cc7c7d4\",\n \"conversationId\": \"0476bfd0-0c3f-4dfb-b462-d75a4a6908e1\"\n}\n```\n\n### Create Knowledge Base Article\n\n```\nPOST / knowledge - base / articles;\n```\n\nThis endpoint allows you to create a new article in the knowledge base.\n\nRequest schema:\n\n```\ninterface CreateKnowledgeBaseArticleRequest {\n title: string; // Required\n content: string; // Required\n url?: string; // Optional\n userGroupIds?: string[]; // Optional\n}\n```\n\n### Parameters:\n\n- `title` (required): The title of the knowledge base article.\n- `content` (required): The content of the knowledge base article.\n- `url` (optional): The URL associated with this article.\n- `userGroupIds` (optional): Array of user group IDs that have access to this article.\n\nExample request:\n\n```\n{\n \"title\": \"How to Reset Your Password\",\n \"content\": \"To reset your password, go to the login page and click on 'Forgot Password', then follow the instructions sent to your email.\",\n \"url\": \"https://help.example.com/password-reset\",\n \"userGroupIds\": [\"63335fa9-ffcc-4103-8905-e4440cc7c7d4\"]\n}\n```\n\n### Get Knowledge Base Article by ID\n\n```\nGET /knowledge-base/articles/:articleId\n```\n\nThis endpoint retrieves a specific knowledge base article by its ID.\n\nExample response:\n\n```\n{\n \"id\": \"63335fa9-ffcc-4103-8905-e4440cc7c7d4\",\n \"title\": \"How to Reset Your Password\",\n \"content\": \"To reset your password, go to the login page and click on 'Forgot Password', then follow the instructions sent to your email.\",\n \"url\": \"https://help.example.com/password-reset\",\n \"status\": \"active\",\n \"userGroupIds\": [\"63335fa9-ffcc-4103-8905-e4440cc7c7d4\"],\n \"createdAt\": \"2023-04-15T14:32:21Z\",\n \"updatedAt\": \"2023-04-16T09:14:07Z\"\n}\n```\n\n### Update Knowledge Base Article\n\n```\nPATCH /knowledge-base/articles/:articleId\n```\n\nThis endpoint allows you to update an existing article in the knowledge base.\n\nRequest schema:\n\n```\ninterface UpdateKnowledgeBaseArticleRequest {\n title?: string; // Optional\n content?: string; // Optional\n url?: string; // Optional\n userGroupIds?: string[]; // Optional\n status?: \"active\" | \"inactive\"; // Optional\n}\n```\n\n### Parameters:\n\n- `title` (optional): The updated title of the knowledge base article.\n- `content` (optional): The updated content of the knowledge base article.\n- `url` (optional): The updated URL associated with this article.\n- `userGroupIds` (optional): Updated array of user group IDs that have access to this article.\n- `status` (optional): The status of the article, either “active” or “inactive”.\n\nExample request:\n\n```\n{\n \"title\": \"Updated: How to Reset Your Password\",\n \"status\": \"inactive\"\n}\n```\n\n### Delete Knowledge Base Article\n\n```\nDELETE /knowledge-base/articles/:articleId\n```\n\nThis endpoint deletes an article from the knowledge base.\n\n### List Knowledge Base Articles\n\n```\nPOST / knowledge - base / articles / list;\n```\n\nThis endpoint will return a list of knowledge base articles following the standard list conventions. Example request:\n\n```\n{\n \"select\": [\"id\", \"title\", \"url\", \"status\"],\n \"order\": [\"createdAt\"],\n \"where\": [\n {\n \"field\": \"status\",\n \"operator\": \"==\",\n \"value\": \"active\"\n }\n ],\n \"descending\": true,\n \"limit\": 10\n}\n```\n\n## Outbound Messages\n\n### Create and/or send an outbound message\n\n```\nPOST / outbounds;\n```\n\nThis endpoint will create an outbound and send it, unless the status is set to “draft”. Drafts can be sent later by updating the status to “scheduled”.\n\n### Update and/or send an outbound message\n\n```\nPATCH /outbounds/:outboundId\n```\n\nThis endpoint will update an outbound. Drafts can be sent by updating the status to “scheduled”.\n\n### List outbounds\n\n```\nGET / outbounds;\n```\n\nThis endpoint will list all outbounds.\n\n### Get outbound by ID\n\n```\nGET /outbounds/:outboundId\n```\n\nThis endpoint will return the given outbound.\n\n## \n\n## Reporting\n\n```\nPOST / reporting / time - series;\n```\n\nThis endpoint will return metrics about your conversations. Requests are made in the following format:\n\n```\ntype Metric = \"totalCount\" | \"responseTimeMean\" | \"responseTimeWorkingMean\" | \"resolutionTimeMean\" | \"resolutionTimeWorkingMean\" | \"conversationsResolved\";\ntype DateDimension = \"day\" | \"week\" | \"month\";\ntype Dimension = \"assigneeId\" | \"customerId\" | \"tagId\" | \"sourceType\";\n\ninterface ReportingTimeSeriesRequest {\n timezone?: string;\n startDate: string;\n endDate: string;\n dateDimension?: DateDimension;\n metric: Metric;\n dimensions?: Dimension[];\n filters?: {\n [dim: Dimension]: string | string[];\n };\n}\n```\n\n- The `timezone` field is optional and defaults to “UTC”.\n- `startDate` and `endDate` have the following format: “2022-12-31”. The dates are inclusive.\n- `dateDimension` specifies the time period in which the data should be grouped.\n- All metrics are numbers. Response and resolution times are in seconds.\n- `dimensions` is an array of fields to group the data by in addition to the date.\n- `filters` allows you to filter the data to specific dimensions. If an array is passed for a given dimension, then it is treated as an `OR`.\n\nResponses are returned in the following format:\n\n```\ntype Dimension = \"assigneeId\" | \"customerId\" | \"tagId\" | \"sourceType\";\n\ntype DataSplit = {\n [key: string]: DataPoint;\n};\ntype DataPoint = number | DataSplit;\n\ninterface ReportingTimeSeriesResponse {\n data: DataSplit;\n dates: string[];\n lookups: {\n [dim: Dimension]: {\n [key: string]: string;\n };\n };\n}\n```\n\n- If there is no data for a particular day, then that day will not be included in the `data` object; however, it will be included in the `dates` array.\n- If dimensions are included in the request, then the data will be nested for each dimension included. Dimensions are nested in the order they are included in the request. See the example below for clarification.\n- `dates` is an array of the time periods covered by the query. For grouping by weeks, each value in the array is the first day of the week starting on Monday. For grouping by months, each value in the array is the first day of the month.\n- `lookups` contains friendly names for the keys contained in `data`. For example, if grouping by `customerId`, the lookups would contain a mapping from the customer ID to the customer name.\n\nAn example request and response are included below:\n\n```\n// Request\n// POST /reporting/time-series\n{\n \"dateDimension\": \"week\",\n\t\"startDate\": \"2022-12-01\",\n\t\"endDate\": \"2022-12-31\",\n\t\"metric\": \"totalCount\",\n\t\"timezone\": \"America/New_York\",\n\t\"filters\": {\n\t\t\"assigneeId\": [\n\t\t\t\"63335fa9-ffcc-4103-8905-e4440cc7c7d4\",\n\t\t\t\"2e8dab53-a7a2-4e1f-b9d9-66018b98365d\"\n\t\t]\n\t},\n\t\"dimensions\": [\"customerId\", \"sourceType\"]\n}\n\n// Response\n{\n \"lookups\":{\n \"customerId\":{\n \"9YQjOSTFXeOPF8xNURFd\": \"Customer 1\",\n \"AWEpBY0uqxfp73HaTVS4\": \"Customer 2\",\n\t\t\t \"aZHO2af1RFa92QiOq3Y4\": \"Customer 3\"\n },\n \"sourceTypes\":[]\n },\n \"dates\":[\n \"2022-11-28\",\n \"2022-12-05\",\n \"2022-12-12\",\n \"2022-12-19\",\n \"2022-12-26\"\n ],\n \"data\":{\n \"9YQjOSTFXeOPF8xNURFd\":{\n \"slack\":{\n \"2022-11-28\":19,\n \"2022-12-12\":70,\n \"2022-12-19\":17\n },\n\t\t\t \"widget\":{\n \"2022-11-28\":6,\n \"2022-12-12\":1\n }\n },\n \"AWEpBY0uqxfp73HaTVS4\":{\n \"email\":{\n \"2022-12-31\":1\n },\n\t\t\t \"slack\":{\n \"2022-11-28\":6,\n \"2022-12-12\":1\n }\n },\n \"aZHO2af1RFa92QiOq3Y4\":{\n \"slack\":{\n \"2022-11-28\":6,\n \"2022-12-12\":1\n }\n }\n }\n}\n```\n\n## Slack Integration\n\n### Update Slack User Group\n\n```\nPATCH /slack/usergroup\n```\n\nThis endpoint updates a Slack user group.\n\nParameters:\n\n- `email` (required): The email address of the user to update.\n- `slackHandle` (required): The Slack handle of the user to update.\n\nExample request:\n\n```\n{\n \"email\": \"test@example.com\",\n \"slackHandle\": \"test\"\n}\n```\n\n## \n\n## Tags\n\n### Get Tag by ID\n\n```\nGET /tags/:tagId\n```\n\nThis endpoint will return the given tag.\n\n### Update Tag\n\n```\nPATCH /tags/:tagId\n```\n\nThis endpoint will return the updated tag. Fields that can be updated are: `name`.\n\n### Create Tag\n\n```\nPOST / tags;\n```\n\nThis endpoint will return the newly created tag. Fields that can be updated or set on create are: `name`\n\n### Delete Tag\n\n```\nDELETE /tags/:tagId\n```\n\nThis endpoint will delete the given tag.\n\n### List Tags\n\n```\nPOST / tags / list;\n```\n\nThis endpoint will return a list of tags.\n\n### Add Tag to Customers\n\n```\nPOST /tags/:tagId/customers/create-links\n```\n\nThis endpoint takes an array of customer IDs and will assign the given tag to all the specified customers.\n\nSample request body: `[ '93ba5298-a23f-413b-94fe-73e0ab26a816', '7ab46970-19ec-492e-90fe-47a8abc93fec' ]`\n\n### Add Tag to Conversations\n\n```\nPOST /tags/:tagId/conversations/create-links\n```\n\nThis endpoint takes an array of conversation IDs and will assign the given tag to all the specified conversations.\n\nSample request body: `[ 'ad00e2d0-4ea4-45c4-9b5d-8728f93e51a7', 'e82cde04-0d59-4416-b5da-1f405f6d4ddb' ]`\n\n### Remove Tag from Customers\n\n```\nPOST /tags/:tagId/customers/delete-links\n```\n\nThis endpoint takes an array of customer IDs and will remove the given tag from all the specified customers.\n\n### Remove Tag from Conversations\n\n```\nPOST /tags/:tagId/conversations/delete-links\n```\n\nThis endpoint takes an array of conversation IDs and will remove the given tag from all the specified conversations.\n\n## Ticket Types\n\n### Create Ticket Type\n\n```\nPOST / ticket - types;\n```\n\nThis endpoint creates a new ticket type. Example request body:\n\n```\n{\n \"name\": \"Access Request\",\n \"description\": \"A request for access to a resource\",\n \"fields\": [\n {\n \"id\": \"12345678-1234-1234-1234-123456789abc\",\n \"name\": \"Application\",\n \"type\": \"single-select\",\n \"required\": true,\n \"options\": [\"Salesforce\", \"Slack\"]\n },\n {\n \"id\": \"42345678-1234-1234-1234-123456789abd\",\n \"name\": \"Access Level\",\n \"type\": \"single-select\",\n \"required\": true,\n \"options\": [\"Admin\", \"User\"],\n \"conditions\": {\n \"type\": \"simple\",\n \"simple\": {\n \"leftValueFrom\": \"conversation.ticketTypeFields['12345678-1234-1234-1234-123456789abc']\",\n \"operator\": \"equals\",\n \"rightValue\": \"Salesforce\"\n }\n }\n }\n ]\n}\n```\n\n### Update Ticket Type\n\n```\nPATCH /ticket-types/:ticketTypeId\n```\n\nThis endpoint updates a ticket type.\n\n### Delete Ticket Type\n\n```\nDELETE /ticket-types/:ticketTypeId\n```\n\nThis endpoint deletes a ticket type.\n\n### List Ticket Types\n\n```\nPOST / ticket - types / list;\n```\n\nThis endpoint lists all ticket types.\n\n### Get Ticket Type\n\n```\nGET /ticket-types/:ticketTypeId\n```\n\nThis endpoint gets a ticket type.\n\n### \n\n## Users\n\n### List Users\n\n```\nPOST / users / list;\n```\n\nThis endpoint will return a list of users who are a member of your Slack workspace and have been synced into Unthread.\n\nTo return external users, pass in the `includeExternalUsers` field with a value of `true`.\n\n### Get User by ID\n\n```\nGET /users/:userId\n```\n\nThis endpoint will return the given user.\n\n### \n\n## Webhooks\n\n### Create Webhook Subscription\n\n```\nPOST / webhook - subscriptions;\n```\n\nThis endpoint will return the newly created webhook subscription. Fields that can be set on create are: `url` and `enabled`.\n\n### Update Webhook Subscription\n\n```\nPATCH /webhook-subscriptions/:webhookSubscriptionId\n```\n\nThis endpoint will return the updated webhook subscription. Fields that can be updated are: `url` and `enabled`.\n\n### Delete Webhook Subscription\n\n```\nDELETE /webhook-subscriptions/:webhookSubscriptionId\n```\n\nThis endpoint will delete the given webhook subscription.\n\n### List Webhook Subscriptions\n\n```\nGET / webhook - subscriptions;\n```\n\nThis endpoint will return a list of webhook subscriptions.","eceee293-2334-444e-8851-be6efa5dcd01","2023-12-03T18:55:47.916Z","2025-11-06T15:54:22.563Z","72d90ae5-34de-42da-ad47-64b60c6b0d09",{"_25":201,"_68":206},"API Docs",[],[],{"_56":210,"_159":211,"_161":212,"_163":213,"_13":-5,"_102":214,"_104":215,"_25":216,"_168":217,"_171":219,"_173":220},"Approval Requests","https://docs.unthread.io/conversations/approval-requests","## Introduction\n\nWhen collaborating on tickets, you may need to get an approval from a team member. Approval Requests will automatically DM that person with an easy way to give approval, leave comments, or make a note about why the request was rejected. \n\n## ![approval-requests.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fapproval-requests.png?alt=media)Sending Approval Requests\n\n- Add an approval step to your [assignment rules](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) to automatically send\n- Manually send from the [web dashboard](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7)\n\n## Responding to Requests\n\nYou’ll be sent a DM from the Unthread Bot to approve or reject the request. The sender will be notified of your response.\n\n## Triggering Actions\n\nYou can set up a trigger for approval requests in Automations to build your own custom workflows to run once an approval is confirmed.","5c3bde3f-96b5-4695-ba8b-e139a61d7246","2024-07-17T19:46:46.516Z","2025-09-10T20:05:56.560Z","bb777015-d4c8-4581-8b91-9f0e101d5e32",{"_25":213,"_68":218},"Conversational Ticketing",[],[],{"_56":222,"_159":223,"_161":224,"_163":179,"_13":-5,"_102":225,"_104":226,"_25":227,"_168":228,"_171":229,"_173":230},"Automatically Tagging Conversations with AI","https://docs.unthread.io/ai/ai-tags","You can create your own custom set of tags and allow Unthread AI to automatically apply them to conversations.\n\n## Creating Tags\n\nTo create a new tag, click “Tags” in the left menu, then select the “Create Tag” button in the top right.\n\nEnter the Name and Description, and select the Project it should apply to. By default, the tag will apply to all projects. The option to “Allow AI to apply tag automatically” is enabled by default and is recommended, as it will maximize Unthread’s capabilities. Only disable this option if necessary. \n\n![ai-tags-create.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fai-tags-create.png?alt=media)\n\n## Managing Tags on a Conversation\n\nConversations will have tags applied automatically, and you can manually update after the fact.\n\n## Viewing Analytics\n\nOne of the primary benefits of AI tagging is that you will have reports generated that indicate trends of common tags over time. \n\n![tag-analytics.jpg](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftag-analytics.jpg?alt=media)","2023-12-03T18:55:51.039Z","2025-09-11T22:04:19.774Z","178e576c-6c1f-44b5-9323-1870313efb77",{"_25":179,"_68":184},[],[],{"_56":232,"_159":233,"_161":234,"_163":235,"_13":-5,"_102":236,"_104":237,"_25":238,"_168":239,"_171":241,"_173":242},"Automations","https://docs.unthread.io/workflow/automations","## Introduction\n\nThe Automations feature empowers you to build custom workflows through built-in Unthread actions, 3rd party integrations, and custom code.\n\nExample use-cases for automations:\n\n- When a password reset request comes in, send an approval to the IT manager, and once approved, call to Okta to reset their token\n- When a ‼️‼️ emoji is applied, escalate the conversation to critical priority, and notify the on-call team\n- When a new user joins, send automated Slack messages to onboard, and provision access to the right Google Groups\n\n## Triggering an Action\n\n![automation-triggers.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomation-triggers.png?alt=media)\n\n### Automatically Trigger\n\nBecause Unthread can [automatically track conversations](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1), you can set up actions to be kicked off on different events. Triggers include:\n\n- Conversation created\n- Conversation updated\n- [Approval request](https://help.unthread.unthread.io/articles/bb777015-d4c8-4581-8b91-9f0e101d5e32) response received\n- New message received\n- Conversation left unresponded for a set period of time\n\n### Scheduled\n\nRun automations on an interval (daily, weekly, monthly) and at a specific time.\n\n### Manually Trigger\n\nYou can manually trigger an automation from your [dashboard](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7) to kick off actions. You’ll automatically have the context of the conversation passed into the action, and you can optionally configure additional input fields that required before the automation can be started.\n\n### Trigger via Emoji Reaction\n\nWhen a reaction is applied to a conversation, you can trigger an automation to run.\n\n### Trigger via Webhooks\n\nWe’ll generate a unique URL for your automation to be kicked from a 3rd party system.\n\nPassing context into webhook-triggered automations (`contextFields`)\n\nWhen triggering an automation via webhook, you can include `contextFields` in the webhook request body.\n\nExample:\n\n```json\n{\n \"contextFields\": {\n \"conversationId\": \"your-conversation-id\"\n }\n}\n```\n\nSupported `contextFields`:\n\n- `conversationId`\n- `userId`\n- `messageId`\n- `customerId`\n- `triageThreadId`\n- `escalationId`\n- `approvalRequestId`\n- `approverId`\n\nNotes:\n\n- Only `contextFields.conversationId` is relevant for automation filters and built-in actions.\n- The other IDs (listed above) populate the corresponding object in custom functions in the input.\n\n## Filters\n\nYou can optionally add filters that will only start the automation if the conversation matches filters around ticket type, status, customer, assignee, and more.\n\n## Actions\n\n![automation-actions.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomation-actions.png?alt=media)\n\n### Built-in Actions\n\nUnthread has a number of built-in actions that can be used to trigger other automations, send messages, and more.\n\n### Running Custom Code\n\nYou can write your own code for full control over the actions, success handling, and error handling. Code by default is written in TypeScript, and will contain references to your conversations, your Unthread account, and any stored secrets (see more below).\n\nWe provide code snippets of common actions so you get the full flexibility of controlling the actions, success handling, and error handling, while also not needing to write code yourself.\n\n### Example Action: Creating Task in Jira for Critical Priority Conversations\n\n```\nexport async function main({ input, secrets, unthreadClient }: any) {\n const CRITICAL_PRIORITY = 9;\n const {\n conversation: {\n id,\n title,\n priority,\n initialMessage: { text },\n },\n } = input;\n\n if (conversation.priority === CRITICAL_PRIORITY) {\n const externalTaskRes = await unthreadClient.post(`/conversations/${id}/external-tasks`, {\n title: title,\n description: text,\n projectId: \"10000\",\n providerConfig: {\n jiraIssueTypeName: \"Task\",\n },\n });\n const externalTask = await externalTaskRes.json();\n\n if (!externalTaskRes.ok) {\n throw new Error(`Failed to create issue, status: ${externalTaskRes.status}, response: ${JSON.stringify(externalTask ?? {})}`);\n }\n\n console.log(`Created issue`, externalTask);\n }\n}\n```\n\n## Storing Secrets\n\nWhen making requests to 3rd party services, any API keys or sensitive information need to be encrypted rather than stored in code.\n\nYou can store secrets in the “Configuration” > “Secrets” section of your dashboard. You reference them in your code by using the `secrets` variable in your function signature (see example above).\n\nUsing our Secret Management system, we’ll encrypt your secrets using Google’s 256-bit encrypted Key Management System.\n\n![automations-7.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomations-7.png?alt=media)\n\n## Storing Persistent Data\n\nWe provide a key-value storage system to maintain a persistent store of data to be used in your custom code.\n\nFor example, if you want to send a [CSAT survey](https://help.unthread.unthread.io/articles/e1f7180c-074d-4962-a423-5c4de83f32dd) if it’s been at least 1 week since the last survey, you can store and check the last survey send date from your key-value store.\n\nℹ️ *Automations need to be enabled for trial accounts. If you’d like more information, please [**contact us**](mailto:support@unthread.io).*\n\n## External Select Functions\n\nUsing Automations, you can write custom code to dynamically pull a list of options for a given input field.\n\n![external-select.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fexternal-select.png?alt=media)\n\nThis is useful for things like:\n\n- Showing certain options for accounts based on their subscription tier\n- Pulling a list of users from a Google Group\n- Dynamically showing input field options based on the ticket type selected\n\n### Setup\n\n1. Go to the “Automations” page in your Unthread dashboard, and click the “Configuration” tab\n2. Click the “Edit functions” button\n3. In the code editor, you’ll see a button at the bottom for “Add external select function”\n\n### Building the Function\n\nAs you’ll see in the sample code, each item returned in the `options` array will be a dropdown option. The `value` field will be the value that is sent to the automation when the option is selected, and the `label` field will be the text that is shown in the dropdown. Sample code:\n\n```\nexport const externalSelectSample = functions.externalSelect(async ({ input, unthreadApiClient, state, secrets }) => {\n return [\n {\n value: \"1\",\n label: \"Option 1\",\n },\n ];\n}\n```\n\nIn the `input` object, you’ll receive the following:\n\n- `input.conversation`: The conversation object\n- `input.customerId`: The customer ID of the conversation\n- `input.ticketType`: The ticket type of the conversation\n- `input.ticketTypeId`: The ticket type ID of the conversation\n\nIn the example above, you’ll be able to use the `externalSelectSample` function in an input field to return the list of options.\n\n### Using the Select Values in an Input Field\n\nWhen editing a [ticket type](https://help.unthread.unthread.io/articles/43cfb748-5e4c-420d-8c03-f922f6bb7dad), you can have an input field marked as a “single select”. Instead of specifying a static list of options, you can click the “Load from an external source” button, and select the function you’d like to use.","23a0e01f-f43f-42d8-9bd0-2ee66adfbed0","2024-10-16T15:22:07.588Z","2025-12-23T00:07:20.933Z","e342f975-b5f9-4249-97c7-e369026db481",{"_25":235,"_68":240},"Workflow Management",[],[],{"_56":244,"_159":245,"_161":246,"_163":247,"_13":-5,"_102":248,"_104":249,"_25":250,"_168":251,"_171":253,"_173":254},"Autoresponder","https://docs.unthread.io/engagement/autoresponder","The Autoresponder, as you might have guessed from the name, is a way to automatically respond to new customer messages in a Slack channel, email, or in-app chat request. It will automatically create a thread off of the initial customer message. The autoresponder message can be static or generated by AI, and you can change the messaging depending on day or time that they reach out.\n\n## Setting up the Autoresponder\n\n![auto-responder-settings.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-settings.png?alt=media)\n\n### For Slack\n\nHead to your “Settings” > “General”, there you’ll find an autoresponder settings box.\n\n### For Email\n\nHead to “Channels” > “Email” then select the email inbox you want to configure. You’ll see the option to enable the autoresponder from there.\n\n### Overrides Per Customer\n\nYou can also override the global autoresponder setting per customer or per channel. To do this from the web app, go to the customer’s Settings page, and enable the “Override Autoresponder” option.\n\n### Customizing Name and Image\n\n![auto-responder-custom.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-custom.png?alt=media)\n\nYou can also customize the name and photo of your auto-responder bot. To do this, head to **“Settings” > then under the corresponding project, select “Settings”**, and scroll to the **“Bot Configuration”**. Now that you know how to set things up, let’s walk through some example use-cases.\n\n## Use-cases\n\n### Outside of Working Hours Message\n\n![auto-responder-basic.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-basic.png?alt=media)\n\nIn this case, the auto-responder replies when someone reaches out outside of their typical working hours with a message indicating when they’ll be back online.\n\n### AI-Generated Response with Helpdesk Docs\n\n![auto-responder-advanced.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-advanced.png?alt=media)\n\nThis case, the auto-responder replies with a static message followed by an AI-generated response, with helpdesk docs relevant to the question linked below\n\n📖 *Learn more about [**Unthread AI-generated responses**](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466)*","9449c7ac-620e-4c16-9d2d-bbec14650963","2023-12-03T18:55:51.834Z","2025-09-11T18:21:56.432Z","db2c0583-d5ac-4b9f-94ad-2461f82ae4fc",{"_25":247,"_68":252},"Customer Engagement",[],[],{"_56":256,"_159":257,"_161":258,"_163":164,"_13":-5,"_102":259,"_104":260,"_25":261,"_168":262,"_171":263,"_173":264},"Board Builder","https://docs.unthread.io/analytics/Analytics-BoardBuilder","![exec-dashboard.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fexec-dashboard.png?alt=media)\n\n## Introduction\n\nNavigate to **Analytics > Board Builder** to create powerful live dashboards by combining existing reports.\n\nOur Board Builder allows you to combine saved reports into a single view. You can use these boards to track metrics that are most important to you or use the TV Mode feature to output this to a display for real-time updates.\n\n**ℹ️** *Board Builder is perfect for executives and stakeholders who need a high-level view of your support operations at a glance.*\n\n## Creating Your Dashboard\n\n### Step 1: Access Board Builder\n\n1. Go to **Analytics > Board Builder** in your dashboard\n2. Click “Create New Board” to start building\n3. Give your board a descriptive name\n\n### Step 2: Add Reports\n\n1. Select from your saved reports\n2. Choose the layout and positioning for each report\n3. Configure display options for each widget\n\n### Step 3: Customize Your View\n\n- **Layout Options** - Choose from grid layouts to arrange your reports\n- **Size Controls** - Resize reports to emphasize important metrics\n- **Auto-refresh** - Set refresh intervals for real-time updates\n\n![Analytics-Dashboard.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FAnalytics-Dashboard.png?alt=media)\n\n## TV Mode\n\nUse TV Mode to display your dashboard on a monitor or TV screen for:\n\n- **Team visibility** - Keep everyone informed of current metrics\n- **Real-time monitoring** - Display live updates during busy periods\n- **Executive dashboards** - Provide leadership with key insights\n- **War rooms** - Centralized monitoring during critical situations\n\n### Setting Up TV Mode\n\n1. Create your board with the reports you want to display\n2. Click Preview\n3. Select TV Mode\n\n## Best Practices\n\n### Dashboard Design\n\n- **Keep it focused** - Include only the most important metrics\n- **Use consistent layouts** - Maintain visual hierarchy\n- **Consider your audience** - Tailor content for different stakeholders\n- **Regular updates** - Refresh dashboards as your needs evolve\n\n### Performance Optimization\n\n- **Limit report count** - Too many reports can slow performance\n- **Use appropriate date ranges** - Shorter ranges for better performance\n- **Apply filters** - Reduce data volume for faster loading\n- **Schedule updates** - Set reasonable refresh intervals\n\n## Common Use Cases\n\n### Executive Dashboard\n\n- High-level performance metrics\n- Customer satisfaction scores\n- Volume trends\n- Team productivity indicators\n\n### Operations Dashboard\n\n- Real-time response times\n- Open conversation counts\n- Agent workload distribution\n- SLA compliance metrics\n\n### Team Dashboard\n\n- Individual performance metrics\n- Channel-specific data\n- Quality indicators\n- Improvement opportunities\n\n## Related pages\n\n- [Performance Analytics](https://help.unthread.unthread.io/articles/29437d5b-06f8-4209-bec3-8a23e11413cf)\n- [AI Analytics](https://help.unthread.unthread.io/articles/55b9c5e5-47a6-4514-8c00-bc33f4b161e7)\n- [Volume Analytics](https://help.unthread.unthread.io/articles/38dfaed6-c54a-4cf1-b2a0-115afdf4bf0e)\n- [Analytics Overview](https://help.unthread.unthread.io/articles/bac5f324-40af-44b9-adbc-8aaafbbbbbd7)","2025-09-09T18:48:13.198Z","2025-09-12T15:45:38.625Z","4e75cbc7-b67a-4946-a420-203034aff02d",{"_25":164,"_68":170},[],[],{"_56":266,"_159":267,"_161":268,"_163":213,"_13":-5,"_102":269,"_104":270,"_25":271,"_168":272,"_171":273,"_173":274},"Bot for Slack & Private Tickets","https://docs.unthread.io/conversations/bot-for-slack","## Bot for Slack & Private Tickets\n\nUnthread’s bot for Slack is the easiest way to intake customer requests, [generate AI responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466), [assign to team members](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb), and manage tickets end-to-end.\n\nAs a customer, you will already see the Unthread app for Slack in your workspace as a way to view your [inbox](https://help.unthread.unthread.io/articles/4a4b3193-b2b2-4195-ba4b-7ab72362d887) and get notifications about conversations.\n\nThe Unthread bot for Slack messaging tab is a great way to let customers easily create new support tickets for your team.\n\n## The Benefits of Bot Ticket Intake\n\n- All conversations are by default private between the user and ticket assignees\n- Users no longer need to remember the various Slack channels for support – all requests can funnel through the bot\n- You can set up custom SLAs and auto-response settings for the bot vs. other support channels\n\n![dm-promotion-request.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fdm-promotion-request.png?alt=media)\n\n## Users Viewing Ticket Submissions\n\nFrom the Unthread app homepage in Slack, users can view their history of requests, and easily jump back into the conversation.\n\n![my-requests-view.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmy-requests-view.png?alt=media)\n\n## Privacy & Sending Tickets to the Right Agents\n\nWhen the user submits a question, they’ll be prompted to select the correct [Ticket Type](https://help.unthread.unthread.io/articles/43cfb748-5e4c-420d-8c03-f922f6bb7dad) for their request.\n\nAs an example, if they select a “Laptop Replacement”, you can configure the request to be sent directly to the IT team. Separately, if they request “Time Off”, you can be sure this request is relayed directly to the HR team.\n\nUnthread will automatically handle privacy limitations so that ticket visibility is limited to only the correct team fielding the request.\n\n![ticket-thread.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fticket-thread.png?alt=media)\n\n## Using Unthread AI\n\nAs discussed above, users can select the right ticket for their request, but you can also leverage Unthread AI to make this process even easier:\n\n- Unthread AI can generate a helpdesk answer and deflect tickets before they reach a human\n- If the request is unclear, the bot can ask clarifying questions\n- Once a ticket needs to be created, the bot can auto-detect the ticket type, and the user can confirm\n- If additional fields are requested for that ticket, the bot can auto-populate these fields based on the conversation\n\n## Enabling the Bot for Slack\n\nHead over to the “Settings” > “Slack”, and look for the “Bot DM” section to enable. You can also select a default Customer that will be linked for all new tickets created from DMs.\n\n## White-Labeling the Bot\n\nWe also support launching your own bot to Slack with your own brand and image. To configure this, navigate to the “Settings” menu in the left sidebar, then select “Settings” under the corresponding project. Next to the “Bot Configuration” section, you can configure your own brand and image.","2025-09-09T18:48:09.689Z","2025-09-12T17:47:13.929Z","d955cd9d-eeed-4c43-b746-86f402977760",{"_25":213,"_68":218},[],[],{"_56":276,"_159":277,"_161":278,"_163":279,"_13":-5,"_102":280,"_104":281,"_25":282,"_168":283,"_171":285,"_173":286},"Bot & Private Tickets - Unthread","https://docs.unthread.io/conversations/slack-bot","Unthread’s bot for Slack is the easiest way to intake customer requests, [generate AI responses](https://docs.unthread.io/ai/ai-responses), [assign to team members](https://docs.unthread.io/conversations/slas), and manage tickets end-to-end. As a customer, you will already see the Unthread app for Slack in your workspace as a way to view your [inbox](https://docs.unthread.io/inbox/slack) and get notifications about conversations. The Unthread bot for Slack messaging tab is a great way to let customers easily create new support tickets for your team.\n\n## The Benefits of Bot Ticket Intake\n\n* All conversations are by default private between the user and ticket assignees\n* Users no longer need to remember the various Slack channels for support – all requests can funnel through the bot\n* You can set up custom SLAs and auto-response settings for the bot vs. other support channels\n\n![Example of a DM request](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/dm-promotion-request.png)\n\n## Users Viewing Ticket Submissions\n\nFrom the Unthread app homepage in Slack, users can view their history of requests, and easily jump back into the conversation. ![Example of viewing tickets](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/my-requests-view.png)\n\n## Privacy & Sending Tickets to the Right Agents\n\nWhen the user submits a question, they’ll be prompted to select the correct [Ticket Type](https://docs.unthread.io/conversations/ticket-types) for their request. As an example, if they select a “Laptop Replacement”, you can configure the request to be sent directly to the IT team. Separately, if they request “Time Off”, you can be sure this request is relayed directly to the HR team. Unthread will automatically handle privacy limitations so that ticket visibility is limited to only the correct team fielding the request. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ticket-thread.png)\n\n## Using Unthread AI\n\nAs discussed above, users can select the right ticket for their request, but you can also leverage Unthread AI to make this process even easier:\n\n* Unthread AI can generate a helpdesk answer and deflect tickets before they reach a human\n* If the request is unclear, the bot can ask clarifying questions\n* Once a ticket needs to be created, the bot can auto-detect the ticket type, and the user can confirm\n* If additional fields are requested for that ticket, the bot can auto-populate these fields based on the conversation\n\n## Enabling the Bot for Slack\n\nHead over to the “Settings” > “Slack”, and look for the “Bot DM” section to enable. You can also select a default Customer that will be linked for all new tickets created from DMs.\n\n## White-Labeling the Bot\n\nWe also support launching your own Slackbot with your own brand and image. To configure this, navigate to the “Settings” menu in the left sidebar, then select “Settings” under the corresponding project. Next to the “Bot Configuration” section, you can configure your own brand and image.","f10863c7-8fe8-42f4-9112-ea23db1ca8e4","2024-10-16T15:22:08.108Z","2025-10-30T18:39:41.784Z","1ca215bb-4e44-4c1e-abc8-a1a9a20b0eab",{"_25":279,"_68":284},"FAQs",[],[],{"_56":288,"_159":289,"_161":290,"_163":291,"_13":-5,"_102":292,"_104":293,"_25":294,"_168":295,"_171":297,"_173":298},"Connecting Customer Channels","https://docs.unthread.io/account-setup/connect-channels","To maximize your privacy, Unthread can only track conversations in channels that you’ve added us to. This gives you more privacy control, and it requires an additional step of adding us to the channels you’d like to track. Let’s learn how!\n\n## Add Channels from Your Dashboard\n\nNavigate to the “Channels” tab from the left menu, select the corresponding App (Slack, Teams, etc.) then click the “+ Connect” button in the upper right corner. \n\nIf you’ve connected to Slack, you can search through channels or filter for shared channels (aka Slack Connect channels). Check the box on the left next to the channel you’d like to add, and click the “Connect selected channels” button at the bottom. \n\nThe list of channels is pulled directly from Slack, so you should see channels here as soon as they are created.\n\n![select-channels.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fselect-channels.png?alt=media)\n\n## Shared vs. Internal Channels\n\n**Shared channels** are channels shared with non-members of your Slack workspace like customers and external partners. \n\n**Internal channels** are channels within your company (e.g. IT Support Channel). To track internal channel tickets, click “Internal” tab and click the checkboxes to select.\n\n## Manage Customer Settings\n\nOnce you’ve connected a customer channel, you can manage the settings by clicking the corresponding channel then selecting the “Settings” option. Some settings will be automatically filled out, but you can adjust these on a per-customer basis. \n\nFor each individual customer, you can see a history of their conversations as well as override these settings:\n\n- SLAs\n- Triage channel\n- Conversation tracking settings\n- Auto-responder\n\n![customer-settings.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcustomer-settings.png?alt=media)\n\n💡 *Learn more about [**SLAs**](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) and [**triaging**](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) in customer channels*\n\n## \n\n## Connect New Channels Automatically\n\n![new-channel-prompt.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-channel-prompt.png?alt=media)\n\nAfter connecting your first channels, we’ll automatically start to notify you via a Slack DM to create customers for new shared channels. Once connected, they will appear in your Unthread dashboard in the Customers list. You can also choose to enable an automation to connect channels as soon as they’re created. From your Profile page in the Unthread dashboard, you’ll see the following settings:\n\n![channel-connect-settings.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-connect-settings.png?alt=media)\n\nThere are three options for automatic channel connection:\n\n- Automatically connect all Slack Connect channels (channels shared with external customers)\n- Ask before connecting, and the app will DM you when new channels are connected (as seen in screenshot above)\n- Off, meaning we will not automatically connect channels, and you’ll need to go to the Customers page to connect new channels manually\n\nTo edit these settings, head over to your Profile in the Unthread web app.\n\nℹ️ *Automatic channel tracking will only add a channel when it’s been shared outside of the organization, so no internal channels will be tracked 👌*\n\n## \n\n## Removing Channels\n\nIf you want to stop tracking conversations for a customer channel, head over to their “Settings” page from the dashboard. On the bottom left, you’ll see a “Delete customer” button.\n\n## Troubleshooting\n\nLet us try to diagnose the problem if you’re seeing something strange.\n\n### I created a channel but don’t see it in the “connect channels” screen\n\n- The customer profile may already exist! We only show channels that aren’t yet connected to a customer profile. Someone on your team may have already connected this channel, or they may have automatic channel creation which would instantly connect the channel.\n- When connecting channels, you’ll see a toggle between “Shared” and “Internal” channels. Be sure you’ve searched both options. A channel will be considered “Internal” if there are no members from outside of your organization in the channel yet.\n\n### You do not have permission to connect this channel\n\nIf you see this error, it means that the Slack Connect channel you’re trying to connect to was created by another workspace, and they’ve disabled your ability to invite people to the channel. More on that in the [Slack documentation](https://slack.com/help/articles/1500012572621-Slack-Connect--Manage-channel-invitation-settings-and-permissions). **Solution:** Ask the creator of the channel to enable the “Post and Invite” permissions\n\n![channel-permissions-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-permissions-1.png?alt=media)\n\n![channel-permissions-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-permissions-2.png?alt=media)\n\n![channel-permissions-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-permissions-3.png?alt=media)","f3a97e0f-079d-4251-9569-077912cb5dff","2023-12-03T18:55:48.754Z","2025-09-12T14:19:33.663Z","722e6f03-80f6-465b-bad0-d719dd3ab9dc",{"_25":291,"_68":296},"Setting Up Your Account",[],[],{"_56":300,"_159":301,"_161":302,"_163":291,"_13":-5,"_102":303,"_104":304,"_25":305,"_168":306,"_171":307,"_173":308},"Connecting to Slack","https://docs.unthread.io/account-setup/connecting-to-slack","## 🚀 Installing the Unthread App for Slack\n\nUnthread is an app for Slack that can instantly track and resolve issues that come in through Slack channels or DMs with the bot.\n\nℹ️ *To install the app, go to [https://yourcompany.unthread.io/dashboard/settings/slack](https://yourcompany.unthread.io/dashboard/settings/slack)*\n\n![install-slack.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Finstall-slack.png?alt=media)\n\nThis will bring you to a confirmation screen in Slack that asks you to allow Unthread to access your Slack account.\n\nℹ️ *Click [**here**](https://help.unthread.unthread.io/articles/b7f40037-b033-4d6b-8d6e-17c2731b82ff) for a full breakdown of all the permissions used by Unthread.*\n\n![requestingpermission.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Frequestingpermission.png?alt=media)\n\nClick “Allow” and you’re done! You’ll see the app is now live in your Slack account.\n\n➡️ ***Next step***\\*: [**add Unthread to your first customer channel**](https://help.unthread.unthread.io/articles/b064a634-bd6f-4812-aed5-b39db022f5ad) to start tracking conversations.\\*\n\n## 🤖 Slack’s AI Assistant\n\nUnthread also integrates with Slack’s new AI Assistant functionality so you can ask questions right from the sidebar of any channel. Learn more about [Unthread AI here](https://help.unthread.unthread.io/articles/6ed10d36-b5c7-4032-b1fe-edeae9546e78), and note that sometimes AI can generate inaccurate information.\n\n## 🔓 Let’s talk about pri-va-cy, let’s talk about you and me 🎶\n\nPrivacy, transparency, and trust are key values here at Unthread. We are fully [SOC2 Type II compliant](https://unthread.io/security), and we only request permissions that we absolutely need to provide the best service to you. We also only use these permissions in obvious ways that you approve. Here are some permissions and how we use them:\n\n### The `Perform actions as you` permission\n\n**What we do**: manage channels and channel members so we can add new customers. **What we don’t do**: we don’t post things pretending to be you unless you use our [web inbox](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7) to reply to messages.\n\n### The `Content and info about channels & conversations` permission\n\n**What we do**: we listen for messages in channels that you’re tracking so we can create new tickets and assignments, **What we don’t do**: We don’t listen to messages in any other channels (in fact, this permission ensures that we couldn’t even if we tried!)\n\n## Security Documentation\n\nMore information can be found on [our website](https://unthread.io/security).\n\n🤔 **Any other questions?** Reach us on Slack or at [**hello@unthread.io**](mailto:hello@unthread.io), or visit our [**privacy policy**](https://unthread.io/privacy) for more detail.","2023-12-03T18:55:48.620Z","2025-09-12T16:34:02.935Z","3921b870-b576-4645-b7cf-8a80bf7bef8e",{"_25":291,"_68":296},[],[],{"_56":310,"_159":311,"_161":312,"_163":247,"_13":-5,"_102":313,"_104":314,"_25":315,"_168":316,"_171":317,"_173":318},"CSAT & NPS Surveys","https://docs.unthread.io/engagement/surveys","With Unthread, you can send surveys to customers in Slack channels to collect CSAT or NPS scores without customers ever leaving Slack.\n\n## Creating a Survey\n\nFrom your dashboard, head to **“Outbounds” > “Surveys”** where you can manage your list of surveys.\n\nYou can create different survey types and track analytics on each type over time.\n\n![new-survey.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-survey.png?alt=media)\n\n### Name & Description\n\nThese are private fields only visible to you so you can organize and easily find your surveys\n\n### Type\n\n- **CSAT**: a measure of your customer’s satisfaction with your services rated in a numerical scale\n- **NPS**: a measure of how likely your customers are to recommend your product or service to a friend or colleague\n\n### Style\n\n- **Inline buttons**: this will put the options in a Slack message as individual, clickable buttons\n\n ![survey-inline.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey-inline.png?alt=media)\n\n- **Single button with pop-up modal**: this will show a button that when clicked will present a modal for user to select options\n\n ![survey-popup.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey-popup.png?alt=media)\n\n### Selection Options\n\n- **Emojis**: choices will be represented with emoji faces\n- **Numerical**: choices will be represented by numbers\n\n### Message After Submission\n\nThis text will be posted into Slack as an ephemeral message after submitting feedback.\n\n## Sending Survey\n\n### Broadcasting to Channels\n\nYou can send manually as part of a [Slack Broadcast](https://help.unthread.unthread.io/articles/cef56e80-9107-46fb-b3ef-b7c244e6ab4f) to any of your customer channels.\n\n### Sending in Thread\n\nYou can also send a survey when closing out a conversation to collect immediate feedback. Using a [template](https://help.unthread.unthread.io/articles/6ed10d36-b5c7-4032-b1fe-edeae9546e78), you can link a survey and any other message content to easily send from your Unthread dashboard, as seen below.\n\n![survey.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey.gif?alt=media)\n\n### Automatically Sending When Closing Conversations\n\nYou can send a CSAT or NPS score survey automatically, along with any other message by leveraging a template and enabling the “post-close message” setting. You can find this under the Settings > General page by scrolling to the “Conversation Settings” section. Note that this applies globally and will automatically send for any conversation that is closed out. Current limitation is that these will only be sent for Slack & Teams, or in-app chat conversations.\n\n## Analytics\n\nEach survey will collect its own set of analytics that be viewed on a per-message or aggregate basis. Click the **“Analytics”** button next to your survey to see the results.\n\nCSAT scores are represented by a number 0 to 100, measuring their level of satisfaction.\n\nNPS scores are represented by a number -100 to 100, indicating the likelihood that they’d recommend your product.\n\n![survey-analytics.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey-analytics.png?alt=media)\n\n### Understanding CSAT Results\n\nCSAT measures customer satisfaction with your product or service.\n\n- Score range: `0` to `100`\n- User ratings range between 1 to 5, with 1 indicating a 0% satisfaction rate, and 5 indicating a 100% satisfaction rate\n\nℹ️ *Example: if you receive a 3/5 review (60%) and a 5/5 review (100%), your total CSAT score will be 80.*\n\n### Understanding NPS Results\n\nNPS measures the likelihood of a user to recommend your service to a friend or colleage.\n\n- Score range: `-100` to `100`\n- User ratings are a number between 0 and 10\n- Ratings between 0 and 6 are considered “detractors”, meaning they would discourage others from using your service\n- Ratings between 7 and 8 are considered “neutral”\n- Ratings between 9 and 10 are considered “promoters”, meaning that they would recommend your service to others\n- Final score is equal to the % of promoters minus the % of detractors\n\nℹ️ *Example: if you receive a 6/10 (detractor), a 7/10 (neutral), and a 10/10 (promoter), your total NPS score will be 0.*","2023-12-03T18:55:51.696Z","2025-09-11T18:31:06.264Z","e1f7180c-074d-4962-a423-5c4de83f32dd",{"_25":247,"_68":252},[],[],{"_56":320,"_159":321,"_161":322,"_163":247,"_13":-5,"_102":323,"_104":324,"_25":325,"_168":326,"_171":327,"_173":328},"Customer-facing Support Request Tracker - Unthread","https://docs.unthread.io/engagement/request-history","Give your customers the ability to track their open support requests right from a Slack channel.\n\n## How it Works\n\n### In-Channel Message\n\nA message will be posted into the channel and will update to show the number of open conversations you have with that customer.\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/request-message-view.png)\n\n### Request History Pop-up\n\nThe “View support requests” button will bring up a modal where the customer can view the open & closed conversations.\n\nFrom here, you can click on a conversation to be deep-linked back into the thread where it was taking place.\n\nCustomers can also close out their own issues if they feel that it’s been resolved, which will close it out on your end as well.\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/request-modal.png)\n\n### Pinning Message to Channel\n\nThe Unthread app will automatically pin this message to the channel so it’s easy to navigate back to it from the top of the Slack channel view.\n\n**Troubleshooting tip**: Not seeing the message pinned? Head to your Unthread dashboard, which is likely telling you to reconnect Slack to give us the correct app permissions to do so. You can also manually pin the message.\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/request-pinned-view.png)\n\n## How to Enable\n\n### Enable Per Customer\n\nHead over to a customer’s profile from your Unthread dashboard. From the “Settings” tab, scroll down to the “Customer-facing view”.\n\nBy default, the global setting will be chosen. Use the dropdown to override and enable or disable specifically for this account, and click “Save”.\n\n### Enable for All Customers\n\nYou can globally enable or disable the message to appear in all of your customer Slack channels.\n\nTo change the default, head to “Settings” > “Slack” from your Unthread admin dashboard.\n\n### Customizing the Message\n\nYou can optionally customize the name and icon that appears in the message. Contact your support rep if your plan does not currently include this.","2023-12-03T18:55:52.192Z","2025-10-30T18:39:52.481Z","5f802ac4-6bd4-49e0-81c5-8615ca20e188",{"_25":247,"_68":252},[],[],{"_56":330,"_159":331,"_161":332,"_163":333,"_13":-5,"_102":334,"_104":335,"_25":336,"_168":337,"_171":339,"_173":340},"Customer Portal (Beta)","https://docs.unthread.io/in-app/customer-portal","![help-center.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fhelp-center.png?alt=media)\n\nThe Customer Portal is a way to share a live view of a customer’s open tickets. Similar to the Slack-based request tracker, this will allow a user to see the status of all tickets that they’ve created, and this can be embedded onto your dashboard or shared a standalone site.\n\n💡 *This feature is currently in beta, so please bear with us as we make improvements over time.*\n\n## Getting Started\n\nThere are a few steps to setup the customer portal:\n\n- Enable and configure the customer portal in your Unthread dashboard\n- Add the customer portal code to your website\n- Verify the identity of logged in users\n\n### Configuring the customer portal\n\n- Sign in to your Unthread dashboard and navigate to “Settings” → “Apps & Integrations” → “In-App Chat Widget”.\n- On the settings page, you can customize the appearance of the customer portal, including the greeting message that appears when a user first opens the page. These settings can be modified later.\n- Select a channel that chat messages will be posted to in Slack.\n- Add assignment and escalation rules for conversations started from the customer portal..\n- Once you have customized the customer portal to your liking, click the “Save” button to generate the code that you will need to add to your website. This will also generate an identity verification secret. See below for how to use this to verify user identities.\n\nℹ️ *✨ Configuration settings can be updated remotely without changing any code on your site!*\n\n### Add Embed Code\n\n- Copy the auto-generated code and paste it into the HTML of your website. The code should ideally be placed within the `` tag of your website.\n- If you have a CSP, you’ll want to add `https://YOUR_SUBDOMAIN.unthread.io` to\n - script-src\n - connect-src\n - frame-src\n\n### Embed the iFrame\n\nTo include the full page customer portal on a page on your site, embed an iFrame with the following code:\n\n```\n\n```\n\n### Verify the Identity of Logged In Users\n\n- In order to determine which tickets belong the current user, you must verify that the email address actually belongs to the user. This will require the identity verification secret that was generated on the customer portal settings page. You will also need to be able to modify the server side code of your website.\n\n- Copy the identity verification secret and put it somewhere secure that is accessible by your website’s server. This secret should never be exposed on the frontend of your website because it can be used to impersonate other users.\n\n- When a user logs into your website, you will use the secret to generate an HMAC of the user’s email address. See below on how to generate the HMAC. The HMAC should be generated on your server and sent to your frontend as part of the login process. The HMAC will be passed as part of the user object passed to the start call.\n\n ```\n window.$unthread.helpCenter(\"init\", {\n user: {\n name: \"John Smith\",\n email: \"johnsmith@acme.com\",\n verificationHash: \"9l8ugiue98ie9u8ifbmeu897fidhe89u7fi07f\",\n },\n });\n ```\n\n ### Generating the HMAC verification hash\n\n How you generate the HMAC verification hash depends on what language you use on your server. Here are some examples in different languages: **Javascript (Node.js)**\n\n ```\n const crypto = require(\"crypto\");\n \n const secret = \"\";\n const email = \"\";\n \n const verificationHash = crypto.createHmac(\"sha256\", secret).update(email).digest(\"hex\");\n ```\n\n **PHP**\n\n ```\n ';\n $email = '';\n \n $verification_hash = hash_hmac('sha256', $email, $secret);\n ?>\n ```\n\n **Ruby**\n\n ```\n require 'openssl'\n require 'base64'\n \n secret = ''\n email = ''\n \n OpenSSL::HMAC.hexdigest('sha256', secret, email)\n ```\n\n **Python**\n\n ```\n import hashlib\n import hmac\n import base64\n \n secret = bytes('', 'utf-8')\n email = bytes('', 'utf-8')\n \n hash = hmac.new(secret, email, hashlib.sha256)\n hash.hexdigest()\n ```\n\n### Sessions and Message History\n\nWhen a user logs out, you should call `stop` to end the session. This will clear the user’s ticket history and prevent the next user from seeing the previous user’s ticket history.\n\n```\nwindow.$unthread.helpCenter(\"stop\");\n```\n\nℹ️ *🍪 Speaking of cookies: the customer portal only uses **first-party cookies**, meaning they cannot track users across different website and are more privacy-centric.*","6ceeb548-f7bc-40ca-80c5-4a09ea9a2206","2024-02-06T16:49:29.498Z","2025-09-11T23:04:31.173Z","92e33428-73ff-4716-850e-49409ddfa89d",{"_25":333,"_68":338},"In-App Support",[],[],{"_56":342,"_159":343,"_161":344,"_163":213,"_13":-5,"_102":345,"_104":346,"_25":347,"_168":348,"_171":349,"_173":350},"Editing Conversations in Slack","https://docs.unthread.io/conversations/editing-convo","# ![manage-conversation.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmanage-conversation.gif?alt=media)\n\n# Editing Conversations (reassign, set priority, add notes, and more)\n\nThe [Unthread app for Slack](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7) has the ability to manage conversation details from a pop-up. If you see a button labeled “**Manage conversation**”, it will pop up an edit modal with action and edit options.\n\n## Actions\n\n### Post to Triage Channel\n\nTriaging will bring conversations with customers to an internal channel.\n\nIn addition to automatically triaging, you can triage on a one-off basis and optionally tag team members in the process.\n\nWe’ve got a [whole article about Triaging here](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db)!\n\n### Merge\n\nIn the event that a customer reaches out with the same issue in two separate threads, you can merge them together to unify the analytics.\n\nFrom the manage conversation pop-up, click the 3 dots followed by the “Merge conversation” option.\n\n![merge.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmerge.png?alt=media)\n\n### Split\n\nIf you have a conversation that you’d like to split into multiple conversations, go to a conversation on the Unthread dashboard, click the 3 dots next to a particular message, and select “Split conversation from here”. All future messages will be tracked as part of a new conversation.\n\n### Snooze\n\nSnoozing a conversation will put it “on hold” until a certain date. It will send a DM with a custom message at the specified date.\n\n![merge.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmerge.png?alt=media)\n\n## Attributes\n\n### Tasks\n\nTasks can be helpful for tracking engineering work linked to a customer issue.\n\nWouldn’t you know it, we’ve got a [whole article about task management](https://help.unthread.unthread.io/articles/725d8d89-08c6-4369-97f7-435c8a57f414) and how to integrate your favorite task management app (Jira, Linear, Asana, etc.)\n\n### Assignee\n\nAssigning conversations is a great way to set accountability within your team. When you assign a message to someone, it will be in their Unthread inbox, and they’ll get a DM when they are assigned a new message.\n\n### Priority\n\nSet a priority, which can be used as a sort option in your inbox, allowing you to surface top priority issues first.\n\n### Tags\n\nTagging conversation will allow you to group conversations around similar topics. Create, edit, and filter for tags from the homepage of your dashboard.\n\nYou can filter your inbox by a set of given tags, and you can also get analytics and reporting on the frequency of different tags over time. This helps you to identify trends in customer conversations.\n\nYou can also use Unthread AI to [automatically apply tags](https://help.unthread.unthread.io/articles/178e576c-6c1f-44b5-9323-1870313efb77) based on the customer message.\n\n### Notes\n\nAdd custom details about a conversation that will kept private from the customer. You’ll also see a preview of these notes in your inbox.","2023-12-03T18:55:50.241Z","2025-09-29T15:32:12.838Z","850d51d0-b54c-41de-839c-363a6710803f",{"_25":213,"_68":218},[],[],{"_56":352,"_159":353,"_161":354,"_163":355,"_13":-5,"_102":356,"_104":357,"_25":358,"_168":359,"_171":360,"_173":361},"Email Support","https://docs.unthread.io/email/email-slack-connector","Unthread allows you to relay support emails to your Slack channel, and you can respond to customers directly from Slack. This means you never need to open Outlook or Gmail again 🙌\n\nMore importantly, email tickets for existing Slack customers will now be visible from one place so you can view all customer communications together.\n\n🎦 [Check out this demo on email integration with Unthread.](https://www.loom.com/share/edfe02451bbc425091e370421ba4debc)\n\n## 🛠 Setting up the connector\n\nThe first step is to forward messages from an email address into Slack. That way, your entire team has context, and you can use assignment rules to notify the right responder. Head over to “Channels”> “Email” from your Unthread dashboard to get started.\n\n### Set up email forwarding\n\nFirst, choose a name for the support email group, something like “\\[Company\\] Support” will do just fine! Then, add the email address that you use to receive support emails. You should have already set this up via your email provider. Lastly, set up email forwarding to the Unthread email that’s in the dashboard. This is the trickiest step! Follow these steps to enable forwarding, depending on which email provider you use:\n\n- [**Gmail / Google Workspace**](https://support.google.com/a/answer/4524505#address-map-forwarding)\n\nThe preferred method is to use address maps, which allows you to forward emails from a specific address to another address. This is more reliable than using a Google Group or other forwarding method. In order to set this up, you’ll need to be an admin of your Google Workspace account. Go to the [Gmail Routing settings](https://admin.google.com/ac/apps/gmail/routing) and scroll down to “Email forwarding using recipient address map”. Click “Add Another Rule”. In the popup, set “Address” to the email address you want to forward, and “Forward to” to the Unthread email address. Click “Add”. Make sure “Messages to affect” is set to “All incoming messages” and “Also route to original destination” is checked. Click “Save”.\n\n![google-email-routing.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fgoogle-email-routing.png?alt=media)\n\nPlease contact your account manager if you need help setting this up or you need to use a different forwarding method.\n\n📖 *Some common mistakes to double-check:*\n\n- *Be sure to follow the steps in those guides rather than use a Google Group. It’ll be more reliable this way and is worth the effort!*\n\n- *Be sure that your support email (for example “[**support@yourdomain.com**](mailto:support@yourdomain.com)” or ”[**sales@yourdomain.com**](mailto:sales@yourdomain.com)”) matches exactly what you enter into the Unthread dashboard*\n\n- *Double-check that you’ve entered the unthread email (should look something like “[**domain-unthread-u9hd0@mail.unthread.io**](mailto:domain-unthread-u9hd0@mail.unthread.io)” is entered in your email forwarding setup*\n\n- **Outlook / Microsoft 365**\n\n[Follow these steps](https://support.office.com/en-ie/article/forward-email-from-office-365-to-another-email-account-1ed4ee1e-74f8-4f53-a174-86b748ff6a0e) to set up email forwarding in Outlook.\n\n### Choose a Slack channel\n\nSelect a channel from the dropdown, and the email contents will be posted there. For your channel to appear, it must be an internal channel (not a Slack Connect or shared channel).\n\nℹ️ *Emails do not get posted to a Slack Connect channel for privacy reasons; users who submit emails may not want to share them with the rest of the team.*\n\n### Set up assignment rules\n\nInbound emails can have their own assignment rules that you configure on this page. This is important because the email may not match an existing customer, so you’ll need to determine how to assign those messages.\n\n### Domain verification (optional)\n\nBy default, email replies sent from Slack or Unthread will come from an email address ending in `@mail.unthread.io`.\n\nIf you’d like to change this, you can verify your own domain so that replies come from an email address with your domain. To do this, head over to **Settings → Security** and select “Add email domain”.\n\nℹ️ *Verification will require updating your websites DNS records, so be sure to have access to your web hosting provider before starting the process.*\n\n## 📨 Managing emails in Slack\n\nOnce setup, you’ll start seeing email content posted directly to your Slack channel. How great is that!\n\n### Tracking & assigning new messages\n\nYou’ve already set up the assignment rules in the first step, new emails are [tracked just like any other message](https://help.unthread.unthread.io/articles/b064a634-bd6f-4812-aed5-b39db022f5ad). This means you can set up [escalation paths](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) & SLAs, [triage messages](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) with your team, and more. When a message is assigned to you, it will be in your [Inbox](https://help.unthread.unthread.io/articles/4a4b3193-b2b2-4195-ba4b-7ab72362d887).\n\nNew messages will use the 📩 icon to indicate that the message is from an inbound email.\n\n![slackconnector-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslackconnector-1.png?alt=media)\n\n### Discussing internally\n\nUnthread will create a thread for the inbound email where you can discuss things internally. By default, all comments in this thread are private and not shared with the customer. You’ll see a message like the one below posted with any new email.\n\n![slackconnector-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslackconnector-2.png?alt=media)\n\n### Sending replies to customers\n\nThis is the good stuff and allows you to talk with customers without ever leaving Slack. Compose your message in the thread that Unthread has created for you, and when you’re ready to send, include “/unthread send” at the bottom of the message.\n\n![slack-connector-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslack-connector-3.png?alt=media)\n\nWhen you include this, the message will be sent to the customer in the same email thread, and anyone cc’ed on the message will automatically be included.\n\nHere’s how that very reply will look to the customer in the email that they receive:\n\n![slack-connector-4.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslack-connector-4.png?alt=media) Pretty nifty, eh?\n\n## \n\n## 📊 Analytics\n\n### Response times & resolution times\n\nYou’ll get the same great analytics on response rates and resolution times that you get with other messages. The “Analytics” tab will show you these reports, and allow you to filter for email vs. Slack vs. in-app chat responses\n\n### Linking to customers\n\nEmail conversations will automatically be linked to customers based on domain. When you view a customer profile, you’ll be able to see a history of conversations across email, Slack, and in-app chat. To update the domain for a given customer, head to the “Settings” tab, and scroll to the section “Email domains for this customer”.\n\n## \n\n## 🛠️ Troubleshooting\n\n### Authorization Failed when linking/configuring an email inbox\n\nIf you see an `Authorization Failed` error when linking/configuring an email inbox from the web dashboard, confirm that you’re configuring the inbox inside a specific project where you have **Owner** permissions.\n\n### Why aren’t emails appearing in Slack?\n\n- Be sure that your support email (for example “[support@yourdomain.com](mailto:support@yourdomain.com)” or ”[sales@yourdomain.com](mailto:sales@yourdomain.com)”) matches exactly what you enter into the Unthread dashboard\n- Double-check that you’ve entered the unthread email (should look something like “[domain-unthread-u9hd0@mail.unthread.io](mailto:domain-unthread-u9hd0@mail.unthread.io)” is entered in your email forwarding setup\n- Check the Slack channel used in the integration, and be sure that it hasn’t been deleted or archived\n\n### **Why aren’t email replies from my team members appearing?**\n\nIt’s likely because your forwarding rules aren’t sending emails from team members to Unthread.\n\nWhen setting up your email forwarding, be sure that you have this configured correctly:\n\n![gmail-forwarding.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fgmail-forwarding.png?alt=media)\n\n### Why is a single email thread creating multiple Unthread conversations?\n\nUnthread should automatically group email threads into a single conversation.\n\nIf you see mulitple conversations, it may be due to:\n\n- Email forwarding rules may not be set up correctly (please refer to the photo above)\n- If the original sender is moved to bcc, a new conversation will be created (since replies will no longer notify the original submitter)\n\n### How do I block emails?\n\nIf you’re using the Gmail forwarding option, you can leverage Gmail’s spam filtering and blocking rules out of the box.\n\nTo block additional emails, you can change this by going to “Settings” > “Email”, and clicking “Edit configuration” next to one of your inboxes. At the bottom, you’ll see a section for “Blocked emails”, and you can add either a single email (e.g. [jim@spam-r-us.com](mailto:jim@spam-r-us.com)), or a full domain (e.g. spam-r-us.com).","0a6a16ad-c70f-4bc4-bf6f-9c11ab4fc281","2024-01-26T16:42:59.917Z","2025-12-22T20:08:39.278Z","b18c73d7-178a-46dc-9a03-332f184e310a",{"_25":355,"_68":352},[],[],{"_56":363,"_159":364,"_161":365,"_163":235,"_13":-5,"_102":366,"_104":367,"_25":368,"_168":369,"_171":370,"_173":371},"Escalations","https://docs.unthread.io/escalations/Escalations%20Overview","## Introduction\n\nEscalations allow you to control how tickets move up or across teams. When a conversation needs additional attention or expertise from partner teams, you can escalate it to make sure the right person or team handles the issue.\n\nFor example, when a Customer Success agent can’t resolve a customer’s analytics dashboard access issue after basic troubleshooting, they’ll escalate to a Backend Systems engineer who can investigate system configurations and database-level permissions that Customer Success doesn’t have access to.\n\nEscalations work seamlessly with [SLAs](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) and [automations](https://help.unthread.unthread.io/articles/e342f975-b5f9-4249-97c7-e369026db481) to create flexible workflows that streamline ticket handoff.\n\n## Creating an Escalation Path\n\nTo begin, you’ll need to create an escalation path. This defines the workflow that tickets will follow when escalated.\n\n### Efficient Escalation Strategy\n\nBefore creating escalation paths, consider what each team can actually handle:\n\n- **Customer Success**: User onboarding, basic troubleshooting, account changes, feature questions\n- **Backend Systems**: System configurations, database issues, API problems, performance issues\n- **Engineering**: Code bugs, new feature development, infrastructure problems\n- **Product**: Feature requests, UX issues, roadmap questions\n\nThe goal is to minimize handoffs while ensuring issues reach the right team with the right context.\n\n![automation-escalation.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomation-escalation.png?alt=media)\n\n### Setup Steps\n\n1. Navigate to **Settings** in the left sidebar\n2. Select the project you want to configure escalations for\n3. Click on the **“Escalations”** tab\n4. Select **“Create escalation path”**.\n\n### Configuration Options\n\nAfter entering the name and description, you can configure your workflow with the following options:\n\n- **Priority Selection**: Choose whether agents can select priority levels during escalation\n- **Assignee Selection**: Configure if agents can choose specific assignees\n- **Target Channel**: Set which channel the escalated ticket will be posted to\n\nℹ️ *Depending on your use case (Internal or External), you may want to select a different channel than your triage channel. For instance, if you’re escalating from Customer Success to Backend Systems, you might route to a dedicated #backend-support channel rather than your general triage channel.*\n\n## Initiating an Escalation\n\nOnce your escalation path is defined, you can initiate an escalation from any conversation.\n\n### How to Escalate a ticket from Unthread UI\n\n### ![Creating an Escalation from Slack UI.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FCreating%20an%20Escalation%20from%20Slack%20UI.gif?alt=media)\n\n1. Open the conversation you want to escalate\n2. Click the **“Escalations”** dropdown in the conversation view\n3. Select the appropriate escalation path\n4. Fill in the required details based on your configuration\n\nℹ️ *While the details field is optional, it’s recommended to include troubleshooting steps or context for the escalation. For example, “Customer can’t access analytics dashboard. Cleared cache, verified login, checked basic role assignments. Issue persists - needs Backend Systems investigation of user permissions.”*\n\n### How to Escalate a ticket from Slack UI\n\n### ![Creating Escalations from Unthread UI.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FCreating%20Escalations%20from%20Unthread%20UI.gif?alt=media)\n\n1. Open Manage Conversation shortcut (from message actions)\n2. Click the **“Escalation Conversation”** button in the modal.\n3. Select the appropriate escalation path\n4. Fill in the required details based on your configuration\n\nℹ️ *The **Additional Details** field will post a message to the escalation thread for partner teams while the **Public Notes** field will post a note to both the escalation thread and main thread. Use Additional Details for internal technical notes like “Customer Success troubleshooting completed - escalated to Backend Systems for permission investigation.”*\n\n## Working with Escalations\n\nEscalations will be assigned according to the path you defined. The escalation assignee will receive notifications just like any other conversation assignment.\n\n### Viewing Escalations\n\nYou can view escalations either in your [inbox](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7) by selecting the escalations filter option on the left sidebar, or from Unthread App in Slack by selecting Escalations view from the “Inbox type”.\n\n### Escalation Workflow\n\n### ![How Escalations look in Slack UI.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FHow%20Escalations%20look%20in%20Slack%20UI.gif?alt=media)\n\n1. **Acknowledge**: Your first step is to acknowledge the escalation\n2. **Investigate and resolve**: Proceed with investigating and fixing the issue as usual. For example, if you’re a Backend Systems engineer taking over an analytics access issue, you’d investigate user permissions, check RBAC settings, and review recent system changes.\n3. **Resolve**: Once work is complete, select “Resolve” to close the escalation\n\nℹ️ *Escalations are considered a separate thread from the conversation, therefore the original conversation remains open until it’s resolved separately.*\n\n## Escalations and Automations\n\nEscalations can be integrated with automations to create powerful, automated workflows.\n\n### Available Triggers\n\nCurrently, the following escalation events can trigger automations:\n\n- **Escalation Created**: When a new escalation is initiated\n- **Escalation Acknowledged**: When an agent acknowledges an escalation\n- **Escalation Resolved**: When an escalation is marked as resolved\n\n### Automation Examples\n\nHere are some common automation scenarios using escalations:\n\n- **Critical Issue Escalation**: Automatically escalate high-priority conversations to on-call teams. For example, when a customer’s entire team loses access to your platform, automatically escalate to Backend Systems engineers.\n- **Timeout Escalation**: Escalate conversations that haven’t been responded to within SLA timeframes. If a Customer Success agent doesn’t respond to a customer within 2 hours, automatically escalate to their manager first, then to Backend Systems if it’s a technical issue.\n- **Manager Escalation**: Escalate customer complaints or sensitive issues to management. When a customer threatens to churn or requests account changes, escalate to Customer Success managers.\n- **Nudging an Escalation**: If an escalated ticket has been inactive for a set period of time, you can trigger a follow-up message. For instance, if a Backend Systems engineer hasn’t updated an escalated ticket in 4 hours, send them a reminder.\n\nℹ️ *While we support reassigning tickets via SLA & Assignment steps, there are scenarios where you may want more complex routing. In those cases, we recommend building those workflows via Automations.*\n\n### Integration with External Systems\n\nEscalations can trigger actions in external systems through automations:\n\n- Create tickets in [Jira](https://help.unthread.unthread.io/articles/725d8d89-08c6-4369-97f7-435c8a57f414) or [Zendesk](https://help.unthread.unthread.io/articles/2ba01317-1b8a-473d-91e9-24b8fe5288a8)\n- Send notifications to [PagerDuty](https://help.unthread.unthread.io/articles/099e8706-7152-4362-a924-586915f6a256) for on-call teams\n\n📖 *Learn more about building automations in our [**Automations guide**](https://help.unthread.unthread.io/articles/e342f975-b5f9-4249-97c7-e369026db481)*\n\n## Best Practices\n\n### Escalation Settings\n\n- To provide visibility to end users about when an escalation gets created, acknowledged, and resolved, enable the user-facing notifications from your project settings.\n\n![EscalationMessages.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FEscalationMessages.png?alt=media)\n\n### Integration with SLAs\n\nEscalations work best when integrated with your SLA configuration:\n\n- Use escalations as SLA actions for unresponded conversations\n- Set different escalation paths based on customer priority\n- Configure automatic escalations based on response time thresholds\n\nℹ️ *For comprehensive SLA management, see our [**SLAs documentation**](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb)*","2025-09-09T18:48:10.455Z","2025-09-12T15:02:09.920Z","827b732b-6d01-4e71-98d3-b3dc98a560e6",{"_25":235,"_68":240},[],[],{"_56":373,"_159":374,"_161":375,"_163":376,"_13":-5,"_102":377,"_104":378,"_25":379,"_168":380,"_171":382,"_173":383},"Freshservice (Beta)","https://docs.unthread.io/integrations/freshservice","## Introduction\n\nUnthread’s Freshservice integration allows you to scale up your Slack-based support without replacing legacy Freshservice systems and processes.\n\n## Feature overview\n\n- Use Unthread to automatically create Freshservice tickets based on new Slack conversations (this means using either [automated](https://help.unthread.unthread.io/articles/b064a634-bd6f-4812-aed5-b39db022f5ad) or manual tracking)\n- Sync statuses from the Unthread app to your Freshservice ticketing platform\n- Send replies from Freshservice and have them appear in your Slack channel or thread as yourself\n- Status changes in Freshservice will be reflected back in Unthread and in Slack (these can be shown in the [in-channel ticket tracker](https://help.unthread.unthread.io/articles/7ac9e92c-e4aa-459f-a668-16a53c91e545) in Slack)\n- Analytics in Freshservice will be updated automatically\n- You can still leverage Unthread’s [triage threads](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db), [assignment rules](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb), and [auto-responder](https://help.unthread.unthread.io/articles/db2c0583-d5ac-4b9f-94ad-2461f82ae4fc)\n\n## Installation\n\nSetting up the integration requires taking action both within the Unthread and Freshservice UIs\n\n1. Visit the “Settings” -> “Service Accounts” page in your Unthread dashboard.\n2. Click “Add service account”, give your service account a name and click “Submit”.\n3. Copy the service account key that is shown and keep it somewhere safe. You will need it for a later step.\n\n## Freshservice UI:\n\n1. The Unthread app is currently in beta and is not yet available in the Freshservice marketplace. To install the app, you will need to create a “Custom App” in Freshservice.\n2. Visit the “Admin” -> “Apps” -> “Custom Apps” page in Freshservice. Click “Go to Developer Portal”.\n3. Sign into the developer portal and click “New App” -> “Custom App”. Upload the [Unthread app zip file](https://assets.unthread.io/assets/freshservice.zip) and name the app “Unthread”.\n4. Fill in any other required fields and click “Save and Publish”. The app will now be available to install within Freshservice.\n5. Go back to Visit the “Admin” -> “Apps” -> “Custom Apps” in Freshservice and click “Install” next to the Unthread app.\n6. You will be asked to provide the service account key that you copied from the Unthread UI earlier as well as your Unthread subdomain.\n\nThat’s it! Now, all new Unthread conversations will be sent to Freshservice. Replies sent from Freshservice will be posted into the Slack thread with the correct username and profile picture and replies posted from Slack will be posted back to the Freshservice ticket. Attachments are supported only when sending them from Freshservice.\n\n## Current Limitations:\n\n- Attachments cannot be sent from Slack to Freshservice.\n- After ticket creation, only the status currently syncs between Freshservice and Unthread. Other ticket properties like assignee, tags, and priority are not currently synced.","6b0ca0aa-e17d-4485-af21-e8bf8610f86e","2024-07-17T19:46:45.245Z","2025-09-11T20:02:53.312Z","892356aa-4b71-441b-bd3e-68c55ade0397",{"_25":376,"_68":381},"Integrations",[],[],{"_56":385,"_159":386,"_161":387,"_163":247,"_13":-5,"_102":388,"_104":389,"_25":390,"_168":391,"_171":392,"_173":393},"Help Center (beta) - Unthread","https://docs.unthread.io/in-app/help-center","The Help Center is a way to share a live view of a customer’s open tickets. Similar to the Slack-based request tracker, this will allow a user to see the status of all tickest that they’ve created, and this can be embedded onto your dashboard or shared a standalone site.\nGetting Started\nThere are a few steps to setup the chat widget:\nEnable and configure the widget\nAdd the widget code to your website\n(Optional) Verify the identity of logged in users\nConfiguring the widget\nSign in to your Unthread dashboard and navigate to Settings → In-App Chat.\nOn the settings page, you can customize the appearance of the chat widget, including the color and position on your website. You can also customize the greeting message that appears when a user first opens the chat. These settings can be modified later.\nSelect a channel that chat messages will be posted to in Slack.\nAdd assignment and escalation rules.\nOnce you have customized the chat widget to your liking, click on the “Enable” button to generate the code that you will need to add to your website. This will also generate an identity verification secret. See below for how to use this to verify user identities.\nAdd Embed Code\nCopy the auto-generated code and paste it into the HTML of your website. The code should ideally be placed within the tag of your website.\nIf you have a CSP, you’ll want to add https://YOUR_SUBDOMAIN.unthread.io to \nscript-src\nconnect-src\nframe-src\nOptionally, you can pass details about the user when starting up the widget. When starting up the widget, pass a user object in the start call: \nwindow.$unthread(\"start\", { user: { name: \"John Smith\", email: \"johnsmith@acme.com\", }, }); \nThis will automatically set the name and email of the user. They will not be prompted to enter those fields themselves when they open the widget.\nEmbed the iFrame\nTo include the full page help center on a page on your site, embed an iFrame with the following code:\n \nVerify the Identity of Logged In Users\nFor added security, you can also verify that the email address actually belongs to the user. This will require the identity verification secret that was generated on the widget settings page. You will also need to be able to modify the server side code of your website.\nCopy the identity verification secret and put it somewhere secure that is accessible by your website’s server. This secret should never be exposed on the frontend of your website because it can be used to impersonate other users.\nWhen a user logs into your website, you will use the secret to generate an HMAC of the user’s email address. See below on how to generate the HMAC. The HMAC should be generated on your server and sent to your frontend as part of the login process. The HMAC will be passed as part of the user object passed to the start call.\nwindow.$unthread.helpCenter(\"start\", { user: { name: \"John Smith\", email: \"johnsmith@acme.com\", verificationHash: \"9l8ugiue98ie9u8ifbmeu897fidhe89u7fi07f\", }, }); \nNever send sensitive information to unverified users.\nGenerating the HMAC verification hash\nHow you generate the HMAC verification hash depends on what language you use on your server. Here are some examples in different languages: Javascript (Node.js)\nconst crypto = require(\"crypto\"); const secret = \"\"; const email = \"\"; const verificationHash = crypto.createHmac(\"sha256\", secret).update(email).digest(\"hex\"); \nPHP\n'; $email = ''; $verification_hash = hash_hmac('sha256', $email, $secret); ?> \nRuby\nrequire 'openssl' require 'base64' secret = '' email = '' OpenSSL::HMAC.hexdigest('sha256', secret, email) \nPython\nimport hashlib import hmac import base64 secret = bytes('', 'utf-8') email = bytes('', 'utf-8') hash = hmac.new(secret, email, hashlib.sha256) hash.hexdigest() \nSessions and Message History\nIf the user has been verified, their full chat history will be available the next time they login to your website. If the user has not been verified, their chat history will only be available within their current chat session. The chat session lasts 1 week from the user’s last activity within the chat. If the user is idle for more than 1 week, their history will be cleared. Additionally, if you call the stop function in the SDK or the user clears their cookies, their chat history will also be cleared.\nGetting Started\nConfiguring the widget\nAdd Embed Code\nEmbed the iFrame\nVerify the Identity of Logged In Users\nSessions and Message History","2024-01-26T16:43:00.662Z","2025-10-30T18:39:52.480Z","6f10057b-8761-4c1a-a0cf-7765c56516b6",{"_25":247,"_68":252},[],[],{"_56":395,"_159":396,"_161":397,"_163":213,"_13":-5,"_102":398,"_104":399,"_25":400,"_168":401,"_171":402,"_173":403},"How Conversations are Tracked ","https://docs.unthread.io/conversations/convo-track","**Start here**: [Watch this quick video for an overview of how conversations are tracked.](https://www.loom.com/share/025b539ef4dd46eca3d78ed0c6ac46c4?t=62)\n\n## Introduction\n\nWhen you [connect a channel](https://help.unthread.unthread.io/articles/722e6f03-80f6-465b-bad0-d719dd3ab9dc) to Unthread, we’ll automatically track new conversations as tickets in your Unthread Inbox and dashboard.\n\nℹ️ *Ticket tracking happens behind the scenes, meaning customers will **not** see the Unthread app when a new ticket is created.*\n\nTickets will automatically be tracked as long as:\n\n- The Unthread app is connected to the channel (it should appear in your “Channels” list in the dashboard)\n- A user who is not a part of your Slack workspace submits a message in an external channel\n- Automated tracking is not turned off in your settings\n- The message isn’t a pleasantry like “Thanks” or “Hello”\n\n## Customers vs. Agents\n\nIn every channel, you will have **Customers** (people who create tickets when they post) and **Agents** (people who can respond to tickets).\n\nFor shared Slack Connect channels, anyone who is outside of your email domain will automatically be marked as a customer, and anyone in your Slack workspace will be an agent.\n\nFor internal support channels, anyone who is an “admin” or “agent” of that channel profile will have access to agent features, and anyone else will be considered an internal customer.\n\nYou can override these settings by navigating to the “Channels” menu in the left, then select the channel you’d like to update, then select “Manage Role Overrides” in the top right. You will then see the following options:\n\n### **Override Teammate List**\n\nWhen enabled, only users/groups added to the list below will be treated as internal teammates in this channel (overriding project defaults). If this list is empty, no one is considered a teammate by default in this channel.\n\n### **Override Customer List**\n\nWhen enabled, users/groups added to the list below will always be treated as external customers in this channel, overriding all other classifications for them. If this list is empty, no users/groups are explicitly forced to be customers by this specific override (other rules still apply for others).\n\n## Handling Threads vs. Top-Level Messages\n\nWe know that some customers love threads and some despise them! Fortunately, Unthread is able to group conversations together regardless of whether messages come in threads or the top level of the channel.\n\n- Top-level messages are grouped into conversations based on a time interval between messages from the same user. This defaults to 1 hour but you can change this in your Slack settings under the “Group top-level messages” setting.\n- Threads are always tracked as individual conversations\n- If you have a conversation happening on the top level, you can thread off of a message to automatically split and create a new conversation out of that thread\n- If you have multiple conversations that you’d like to combine, you can also [merge conversations](https://help.unthread.unthread.io/articles/850d51d0-b54c-41de-839c-363a6710803f)\n- If you have a conversation that you’d like to split into multiple conversations, you can split a conversation\n\n### Example\n\n![splitting-convo.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsplitting-convo.png?alt=media)In this example where Sam is the customer and Tom is the support agent, the top-level messages will be grouped into a single conversation. If you choose to create a new thread off of one of those individual messages, that will automatically become its own separate conversation. Any replies in the top level will remain tracked to the initial conversation.\n\n## Automations\n\nOnce you start tracking conversations, you’ll want to take a look at some of the automations that you can configure:\n\n- [Assignments & escalations of conversations](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) (setting an owner and SLA for the ticket)\n- [Triaging conversations](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) (bringing them to an internal channel)\n- [Editing details](https://help.unthread.unthread.io/articles/850d51d0-b54c-41de-839c-363a6710803f) (like priority, status, notes, and more)\n- [Auto-responders](https://help.unthread.unthread.io/articles/db2c0583-d5ac-4b9f-94ad-2461f82ae4fc) (customized based on customer, time of day, SLA, etc.)\n- [AI-generated responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466) (powered by your helpdesk articles and AI)","2023-12-03T18:55:49.657Z","2025-09-12T15:12:30.741Z","81cba2a4-4280-4a61-ac01-328932ac36f1",{"_25":213,"_68":218},[],[],{"_56":405,"_159":-5,"_161":406,"_163":279,"_13":-5,"_102":407,"_104":408,"_25":409,"_168":410,"_171":411,"_173":412},"How to Change the Logo and Bot Name for a Specific Team","To change the logo and bot name for a specific team, follow these steps:\n\n1. Navigate to Settings\n2. Select Projects\n3. Click on the specific team you want to modify, such as the HR or IT team.\n4. Look for the option labeled Support Name & Logo.\n5. Update the logo and bot name as desired.\n\nThis process allows you to customize the logo and bot name for individual teams without affecting others. If you encounter any issues or have further questions, feel free to reach out to support for assistance.","2025-01-05T21:14:51.040Z","2025-09-24T21:45:27.607Z","8122880c-bb82-47d3-9c4d-bd951d3d0470",{"_25":279,"_68":284},[],[],{"_56":414,"_159":-5,"_161":415,"_163":279,"_13":-5,"_102":416,"_104":417,"_25":418,"_168":419,"_171":420,"_173":421},"How to Generate a Google Gemini API Key (Service Account Key)","These steps will create a **Google Cloud service account** with the right permissions and give you a JSON key file to share securely.\n\n### 1. Sign in to Google Cloud Console\n\n1. Go to: \n\n2. Make sure you’re in the **correct Google Cloud project** that is tied to your Google Workspace / Gemini instance.\n\n### 2. Enable the Vertex AI API (if not already enabled)\n\n1. In the top search bar, type **\"Vertex AI API\"**.\n\n2. Click **Enable**.\n\n - If it says “API enabled,” you can skip this step.\n\n### 3. Create a Service Account\n\n1. In the left menu, go to **IAM & Admin > Service Accounts**.\n\n2. Click **+ CREATE SERVICE ACCOUNT**.\n\n3. Fill in:\n\n - **Service account name:** `gemini-api-access` (or similar)\n\n - **Description:** \"Access for Gemini API calls\"\n\n4. Click **Create and Continue**.\n\n### 4. Grant the Required Role\n\n1. Under **Grant this service account access**, click **+ Select a role**.\n\n2. In the search box, type:\n\n ```\n Vertex AI User\n \n ```\n\n and select it.\n\n3. (Optional but safer) If you want to scope it down further, you can create a **custom role** that only has:\n\n ```\n aiplatform.endpoints.predict\n \n ```\n\n but \"Vertex AI User\" is the standard.\n\n4. Click **Continue**, then **Done**.\n\n### 5. Create a JSON Key\n\n1. In the **Service Accounts list**, find your new account.\n\n2. Click the three dots (**⋮**) on the right > **Manage keys**.\n\n3. Under **Keys**, click **Add key > Create new key**.\n\n4. Choose **JSON** and click **Create**.\n\n - This downloads a file ending in `.json`.\n\n - **This file is your API key.**\n\n### 6. Send the Key Securely\n\n- **Do not email the file as an attachment.**\n\n- Instead:\n\n - Upload it to a secure company file-share (e.g., Google Drive with restricted access).\n\n - Or use a secure password manager’s sharing feature.\n\n- Notify us when it’s shared.","2025-09-24T21:44:11.121Z","2025-09-24T21:44:29.518Z","bd81e821-86fe-4a1a-86e0-bc476ccf415e",{"_25":279,"_68":284},[],[],{"_56":423,"_159":-5,"_161":424,"_163":279,"_13":-5,"_102":425,"_104":426,"_25":427,"_168":428,"_171":429,"_173":430},"How to Reset the Unthread Bot in Slack for Viewing Open Ticket Status","If you are experiencing issues with the Unthread bot in Slack, such as not being able to see the UNTHREAD button or open ticket statuses, you may need to reset the bot. Here’s how you can do it:\n\n1. **Access the Customer's Settings Page:**\n - Navigate to the settings page of the customer whose Unthread bot needs resetting.\n\n2. **Toggle the Customer Request Tracker:**\n - Locate the \"Customer request tracker\" option.\n - Turn this option off and then back on again.\n\n3. **Re-post in the Channel:**\n - This action will re-post the Unthread bot in the Slack channel, allowing users to see the updated ticket statuses.\n\nIf the issue persists after performing these steps, consider reaching out to support for further assistance.","2024-11-25T16:06:24.758Z","2025-09-24T21:45:24.781Z","7b443c85-0833-4517-8316-cd896f2a4c14",{"_25":279,"_68":284},[],[],{"_56":432,"_159":433,"_161":434,"_163":376,"_13":-5,"_102":435,"_104":436,"_25":437,"_168":438,"_171":439,"_173":440},"HRIS & Directory Sync","https://docs.unthread.io/integrations/hris","In order to keep your team information up-to-date, Unthread integrates with most major HRIS platforms to automatically sync employee profile data. Information is pulled into Unthread in real-time so you’re always seeing the correct data.\n\n## Supported HRIS Platforms\n\nWe integrate with the following platform and protocols today: \n\n![directory-sync.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fdirectory-sync.png?alt=media)\n\n## How Directory Sync Works\n\nBy provisioning a limited, read-only access to employee profile data, we can sync this into your Unthread team directory.\n\n## User Attributes\n\nAttributes synced for each employee include:\n\n- Name\n- Email\n- Internal ID\n- Title\n- Department\n- Location\n- Manager\n- Start date\n- Custom attributes defined in your HRIS system\n\n## Groups\n\nWe can also sync in Groups (e.g. “IT Admins”) and keep membership details up to date.\n\n## Example Use-Cases\n\n### Assigning to a Manager\n\nUnthread provides a powerful [SLA](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) system to assign owernship of new conversations. \n\nWith Directory Sync, you can use SLAs to assign or escalate a conversation to the requester’s manager for approval. Rather than hardcoding a user’s email, we will dynamically find the manager based on the conversation details.\n\n### Accessing User Information in Your Inbox\n\nIn the Unthread [inbox](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7), you can manage your open conversations and tickets. With Directory Sync, you can see user attributes alongside ticket details to help you better understand the profile of the requestor. \n\nFor example, if they are requesting a laptop replacement, you can use Directory Sync to access the user’s address, up-to-date with their Workday profile, to know exactly where to send it.\n\n## Getting Access\n\nHRIS integration is in a private beta and requires an Enterprise plan to access. Please [contact us](mailto:support@unthread.io) to get access and connect to your system.","2024-01-11T19:06:12.932Z","2025-09-11T20:06:28.065Z","78e0ac96-b8f6-4913-86e4-436f5303b607",{"_25":376,"_68":381},[],[],{"_56":442,"_159":443,"_161":444,"_163":376,"_13":-5,"_102":445,"_104":446,"_25":447,"_168":448,"_171":449,"_173":450},"Hubspot","https://docs.unthread.io/integrations/hubspot","Connect your Hubspot account to keep information in sync between your CRM and your customer conversations. Unthread’s integration with Hubspot creates a two-way connection between the two systems.\n\n## How it works\n\nThe Hubspot integration currently has two main functions: syncing Account configuration to Unthread Customers and pushing tracked Slack conversations into Hubspot in the Account activity feed.\n\n### Account syncing\n\nOnce installation is complete, Accounts from Hubspot will begin syncing to Unthread. The Account name and support rep will be used for the Unthread customer name and primary support rep. The primary support rep will also be able to act as a Customer admin.\n\n### Conversation tracking\n\nNew conversations tracked by Unthread (including Slack, [microsoft teams](https://help.unthread.unthread.io/articles/11bf21b5-4eb8-4add-84a5-6b47c31e65e1), [email](https://help.unthread.unthread.io/articles/b18c73d7-178a-46dc-9a03-332f184e310a), and any other channels) will be pushed to the linked Hubspot Account as a logged “call” visible from the Account page. Once the conversation is closed out, a summary of the conversation will be posted back to Hubspot. \n\nOne conversation will be represented as a single “Activity” in the Hubspot profile.\n\n## Installation\n\n1. Visit the “Settings” -> “Apps & Integrations” -> “CRM” page in your Unthread dashboard.\n2. Scroll to the bottom and click “Configure” under the Hubspot section.\n3. This will trigger a popup asking for some configuration:\n\n- Slack Channel ID Field - If you have a custom field for Slack Channel ID configured on the Account level in Hubspot, enter the name of the custom field here. This will be something like Slack_Channel_id__c. If this field is set, Hubspot accounts will be automatically matched to Unthread Customers based on matching Slack channel IDs.\n- Sync Primary Support Rep? - If this is enabled, the primary support rep for each Unthread Customer will be pulled from the Hubspot company profile.\n- What field in Hubspot maps to Primary Support rep? - If syncing primary support rep, this will be the field on the company profile where the primary support rep is stored. By default, we’ll use `hubspot_owner_id` as the primary rep for that account.\n\n4. You will see a popup asking you if you would like to authorize Unthread to access the Hubspot API. Confirm this.\n\n## Current Limitations:\n\n- Changes to Hubspot Accounts can take up to an hour to reflect within Unthread.","2023-12-03T18:55:46.993Z","2025-09-11T20:09:12.160Z","b0997441-38fb-44e1-b3b4-930046b46933",{"_25":376,"_68":381},[],[],{"_56":452,"_159":453,"_161":454,"_163":333,"_13":-5,"_102":455,"_104":456,"_25":457,"_168":458,"_171":459,"_173":460},"In-App Chat Support","https://docs.unthread.io/in-app/chat-widget","![widget-flow.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fwidget-flow.png?alt=media)\n\nThe in-app chat widget feature allows your customers to get in touch with your support team from your website. The chat widget will appear as a small icon on your website, and when a visitor clicks on it, a chat window will open where they can enter their question or issue. Messages will be posted to Slack and your team will be able to respond in real time directly from the Slack thread.\n\n## How it Works\n\n### Live Chat on Your Site\n\n![website-chat-widget.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fwebsite-chat-widget.png?alt=media)\n\nWhen embed the in-app chat bubble, your customers have a way to create new [conversations](https://help.unthread.unthread.io/articles/b064a634-bd6f-4812-aed5-b39db022f5ad) right from your website. You can choose to identify users that are already logged in or ask them to provide a name and email. You can also customize the color and welcome messages to match your brand.\n\n### Creating Slack Thread\n\n![widget-thread.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fwidget-thread.png?alt=media)\n\nAll new tickets created from the widget will be posted to an internal thread in Slack. This is where you can easily loop in members of your team. You can also reply directly from the Slack thread by including the “/unthread send” keyword at the end of your message.\n\n### Automations\n\nYou can leverage the existing powerful functionality of Unthread:\n\n- Reply or add internal notes from your inbox\n- Enable [assignment rules and SLAs](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb)\n- Set up an [automated response](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466) for all new messages\n- Automatically [apply tags](https://help.unthread.unthread.io/articles/178e576c-6c1f-44b5-9323-1870313efb77) based on question type\n- And more…\n\n### Continuing via Email\n\nIf the user hasn’t read your message within 5 minutes (meaning they may have left the page), then we will automatically send your reply via email. Users can reply to that email to continue the conversation seamlessly.\n\n## Get Started\n\nThere are a few steps to setup the chat widget:\n\n- Enable and configure the widget\n- Add the widget code to your website\n- (Optional) Verify the identity of logged in users\n\n### Configuring the widget\n\n- Sign in to your Unthread dashboard and navigate to “Channels” → “In-App Chat”.\n- On the settings page, you can customize the appearance of the chat widget, including the color and position on your website. You can also customize the greeting message that appears when a user first opens the chat. These settings can be modified later.\n- Select a channel that chat messages will be posted to in Slack.\n- Add assignment and escalation rules.\n- Once you have customized the chat widget to your liking, click on the “Enable” button to generate the code that you will need to add to your website. This will also generate an identity verification secret. See below for how to use this to verify user identities.\n\nℹ️ *✨ Configuration settings can be updated remotely without changing any code on your site!*\n\n### Adding to Your Site\n\n- Copy the auto-generated code and paste it into the HTML of your website. The code should ideally be placed within the `` tag of your website.\n\n- The widget will be hidden by default. In order to show it, you will need to run the following Javascript code somewhere on your website:\n\n ```\n window.$unthread.inAppChat(\"start\");\n ```\n\n - This code can either be run immediately after the auto-generated snippet or you can wait to run it, for example after the user has logged in.\n\n- If you have a CSP, you’ll want to add `https://YOUR_SUBDOMAIN.unthread.io` to\n\n - script-src\n - connect-src\n - frame-src\n\n- The widget should now be visible and ready for use. By default, new users will be asked to provide their name and email address before they send their first message.\n\n- Optionally, you can pass details about the user when starting up the widget. When starting up the widget, pass a user object in the start call:\n\n ```\n window.$unthread.inAppChat(\"start\", {\n user: {\n name: \"John Smith\",\n email: \"johnsmith@acme.com\",\n },\n });\n ```\n\n - This will automatically set the name and email of the user. They will not be prompted to enter those fields themselves when they open the widget.\n\n- If you want to clear the chat history when a user logs out, run the following Javascript code on logout:\n\n ```\n window.$unthread.inAppChat(\"stop\");\n ```\n\n### Verify the Identity of Logged In Users\n\n- For added security, you can also verify that the email address actually belongs to the user. This will require the identity verification secret that was generated on the widget settings page. You will also need to be able to modify the server side code of your website.\n\n- Copy the identity verification secret and put it somewhere secure that is accessible by your website’s server. This secret should never be exposed on the frontend of your website because it can be used to impersonate other users.\n\n- When a user logs into your website, you will use the secret to generate an HMAC of the user’s email address. See below on how to generate the HMAC. The HMAC should be generated on your server and sent to your frontend as part of the login process. The HMAC will be passed as part of the user object passed to the start call.\n\n ```\n window.$unthread.inAppChat(\"start\", {\n user: {\n name: \"John Smith\",\n email: \"johnsmith@acme.com\",\n verificationHash: \"9l8ugiue98ie9u8ifbmeu897fidhe89u7fi07f\",\n },\n });\n ```\n\n- Never send sensitive information to unverified users.\n\n ### Generating the HMAC verification hash\n\n How you generate the HMAC verification hash depends on what language you use on your server. Here are some examples in different languages: **Javascript (Node.js)**\n\n ```\n const crypto = require(\"crypto\");\n \n const secret = \"\";\n const email = \"\";\n \n const verificationHash = crypto.createHmac(\"sha256\", secret).update(email).digest(\"hex\");\n ```\n\n **PHP**\n\n ```\n ';\n $email = '';\n \n $verification_hash = hash_hmac('sha256', $email, $secret);\n ?>\n ```\n\n **Ruby**\n\n ```\n require 'openssl'\n require 'base64'\n \n secret = ''\n email = ''\n \n OpenSSL::HMAC.hexdigest('sha256', secret, email)\n ```\n\n **Python**\n\n ```\n import hashlib\n import hmac\n import base64\n \n secret = bytes('', 'utf-8')\n email = bytes('', 'utf-8')\n \n hash = hmac.new(secret, email, hashlib.sha256)\n hash.hexdigest()\n ```\n\n## Using the Unthread SDK\n\nIn addition to `start` and `stop` there are few more functions available in the Unthread SDK: Toggle the visibility of the chat window:\n\n```\nwindow.$unthread.inAppChat(\"toggle\", \"show\");\nwindow.$unthread.inAppChat(\"toggle\", \"hide\");\n```\n\nToggle the visibility of the message bubble:\n\n```\nwindow.$unthread.inAppChat(\"toggleBubble\", \"show\");\nwindow.$unthread.inAppChat(\"toggleBubble\", \"hide\");\n```\n\nToggle dark mode:\n\n```\nwindow.$unthread.inAppChat(\"setDarkMode\", \"dark\");\n```\n\nor\n\n```\nwindow.$unthread.inAppChat(\"setDarkMode\", \"light\");\n```\n\nLink user to a particular Account:\n\n```\nwindow.$unthread.inAppChat(\"setAccountId\", \"ACCOUNT_ID_HERE\");\n```\n\n## Sessions and Message History\n\nIf the user has been verified, their full chat history will be available the next time they login to your website. If the user has not been verified, their chat history will only be available within their current chat session. The chat session lasts 1 week from the user’s last activity within the chat. If the user is idle for more than 1 week, their history will be cleared. Additionally, if you call the `stop` function in the SDK or the user clears their cookies, their chat history will also be cleared.\n\nℹ️ *🍪 Speaking of cookies: the widget only uses **first-party cookies**, meaning they cannot track users across different website and are more privacy-centric.*","2024-01-26T16:43:00.434Z","2025-09-11T23:35:04.109Z","b14c6436-edf4-420e-9a96-17892aee314e",{"_25":333,"_68":338},[],[],{"_56":462,"_159":463,"_161":464,"_163":247,"_13":-5,"_102":465,"_104":466,"_25":467,"_168":468,"_171":469,"_173":470},"In-Channel Ticket Tracker","https://docs.unthread.io/engagement/in-channel-ticket-tracker","Give your customers the ability to track their open support requests right from a Slack channel.\n\n## How it Works\n\n### In-Channel Message\n\nA message will be posted into the channel and will update to show the number of open conversations you have with that customer. \n\n![request-message-view.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Frequest-message-view.png?alt=media)\n\n### **Customize Name & Image**\n\nYou can customize the name and image that appears in the message by going to your Project settings page in your Unthread dashboard.\n\n### **Customize Message**\n\nYou can add custom text to this message by going to the In-Channel Ticket Tracker settings page in your Unthread dashboard.\n\n### Submitting New Tickets\n\nWhen a customer clicks on the “Submit a new ticket” button, they will be brought to a modal where they can submit a new ticket. They’ll be able to select a [ticket type](https://help.unthread.unthread.io/articles/43cfb748-5e4c-420d-8c03-f922f6bb7dad), and then fill out the rest of the ticket details. \n\n![new-ticket-modal.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-ticket-modal.png?alt=media)\n\n### Customize Modal Title\n\nYou can customize the title of the modal by going to the In-Channel Ticket Tracker settings page in your Unthread dashboard.\n\n### Posting Ticket Details\n\nBy default, ticket details will be posted to the channel where the message was posted. You can also enable “Private Mode”, which will instead post the ticket details to a private DM with Unthread Bot.\n\n## Request History Pop-up\n\nThe “View support requests” button will bring up a modal where the customer can view the open & closed conversations. \n\nFrom here, you can click on a conversation to be deep-linked back into the thread where it was taking place.\n\nCustomers can also close out their own issues if they feel that it’s been resolved, which will close it out on your end as well. \n\n![request-modal.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Frequest-modal.png?alt=media)\n\n## Pinning Message to Channel\n\nThe Unthread app will automatically pin this message to the channel so it’s easy to navigate back to it from the top of the Slack channel view. \n\n**Troubleshooting tip**: Not seeing the message pinned? Head to your Unthread dashboard, which is likely telling you to reconnect Slack to give us the correct app permissions to do so. You can also manually pin the message. \n\n![request-pinned-view.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Frequest-pinned-view.png?alt=media)\n\n## How to Enable\n\n**💡 *Tip****: when you enable the in-channel ticket tracker for the first time, a new message will be posted in the channel and automatically pinned.*\n\n### Enable Per Channel\n\nHead over to a channel from your Unthread dashboard. From the “Settings” tab, scroll down to the “In-channel ticket tracker”.\n\nBy default, the global setting will be chosen. Use the dropdown to override and enable or disable specifically for this channel, and click “Save”.\n\n### Enable for All Channels\n\nYou can globally enable or disable the message to appear in all of your customer Slack channels. \n\nTo change the default, head to “Settings” > “General” > then scroll down to the “In-channel ticket tracker”.","2025-07-21T16:04:24.838Z","2025-09-11T18:37:27.759Z","7ac9e92c-e4aa-459f-a668-16a53c91e545",{"_25":247,"_68":252},[],[],{"_56":472,"_159":-5,"_161":473,"_163":279,"_13":-5,"_102":474,"_104":475,"_25":476,"_168":477,"_171":478,"_173":479},"Integrating Customer Portals with Unthread for Ticket Management","### Overview\nThis article provides guidance on integrating customer portals with Unthread for managing support tickets. It covers how to ensure that tickets are correctly attributed to customers and how to maintain privacy and security.\n\n### Setting Up a Customer Portal\n- **Single Portal Configuration:** It is recommended to create a single customer portal configuration. This setup allows users to view only their tickets, ensuring privacy and security.\n- **Ticket Attribution:** Tickets submitted through the customer portal are attributed to the customer profile based on the authenticated user's email. This ensures that analytics and data are correctly associated with the respective customer.\n\n### Ticket Management\n- **Channel Posting:** Tickets from the customer portal are not posted to a customer-facing Slack channel. Instead, they are managed internally, allowing for private handling of customer issues.\n- **Agent Access:** Agents create and manage tickets through the Unthread dashboard, not through the customer portal.\n\n### Security and Authentication\n- **User Authentication:** The portal supports user authentication to ensure that tickets are separated by customer. This is crucial for maintaining privacy and ensuring that users only see their own tickets.\n\n### Conclusion\nBy following these guidelines, you can effectively integrate a customer portal with Unthread, ensuring that tickets are managed securely and attributed correctly to each customer. This setup also allows for efficient internal handling of support tickets while maintaining customer privacy.","2024-12-03T15:32:40.523Z","2025-09-24T21:45:36.473Z","0570d9fa-3f63-4ee1-aa63-79a7b7b8d40d",{"_25":279,"_68":284},[],[],{"_56":481,"_159":-5,"_161":482,"_163":483,"_13":-5,"_102":484,"_104":485,"_25":486,"_168":487,"_171":489,"_173":490},"Introduction","## 👋 **Welcome to the Unthread! Let's help you get set up.**\n\nIf you can’t find what you’re looking for, shoot us a note at [**hello@unthread.io**](mailto:hello@unthread.io) or send us a message in your dedicated Slack channel.\n\n## 🛠 Setting up your account\n\nFollow these steps (in order), and your account will be ready to go, lickety-split!\n\n- [Connecting to Slack](https://help.unthread.unthread.io/articles/3921b870-b576-4645-b7cf-8a80bf7bef8e)\n- [Connecting Customer Channels](https://help.unthread.unthread.io/articles/722e6f03-80f6-465b-bad0-d719dd3ab9dc)\n- [Tracking Conversations](https://help.unthread.unthread.io/articles/b064a634-bd6f-4812-aed5-b39db022f5ad)\n\n## **🎫** Conversational Ticketing\n\nLearn how Slack conversations are automatically tracked, prioritized, and assigned.\n\n- [How Conversations are Tracked](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1)\n- [Editing Conversations](https://help.unthread.unthread.io/articles/850d51d0-b54c-41de-839c-363a6710803f)\n- [Ticket Types](https://help.unthread.unthread.io/articles/43cfb748-5e4c-420d-8c03-f922f6bb7dad)\n- [Triaging with Your Team](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db)\n- [Assignments, Escalations, and SLAs](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb)\n- [Approval Requests](https://help.unthread.unthread.io/articles/bb777015-d4c8-4581-8b91-9f0e101d5e32)\n\n## 📥 Managing Your Inbox\n\nOrganize and close out your customer conversations.\n\n- [Slack Inbox](https://help.unthread.unthread.io/articles/4a4b3193-b2b2-4195-ba4b-7ab72362d887)\n- [Web Inbox & Kanban Board](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7)\n\n## **🤖 Unthread AI**\n\nAutomate your support while maintaining a human touch.\n\n- [Introduction to AI Support](https://help.unthread.unthread.io/articles/b4e7688a-cd0c-48bd-8df3-3d0dd74b2769)\n- [Knowledge Base Syncing](https://help.unthread.unthread.io/articles/bc59ca2e-64e8-482f-9f9a-6e162db8fed2)\n- [AI Bot for Slack](https://help.unthread.unthread.io/articles/d955cd9d-eeed-4c43-b746-86f402977760)\n- [AI-Generated Responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466)\n- [AI-Determined Tags](https://help.unthread.unthread.io/articles/178e576c-6c1f-44b5-9323-1870313efb77)\n\n## 📣 Customer Engagement\n\nReach out to customers at the right time with the right information.\n\n- [Slack Broadcasts](https://help.unthread.unthread.io/articles/cef56e80-9107-46fb-b3ef-b7c244e6ab4f)\n- [Autoresponder](https://help.unthread.unthread.io/articles/db2c0583-d5ac-4b9f-94ad-2461f82ae4fc)\n- [Surveys](https://help.unthread.unthread.io/articles/e1f7180c-074d-4962-a423-5c4de83f32dd)\n- [In-Channel Ticket Tracker](https://help.unthread.unthread.io/articles/7ac9e92c-e4aa-459f-a668-16a53c91e545)\n\n## **📨** Email Support\n\nManage incoming support emails right from Slack or our web app.\n\n- [Email to Slack Connector](https://help.unthread.unthread.io/articles/b18c73d7-178a-46dc-9a03-332f184e310a)\n\n## **🛟** In-app Support\n\nEmbed a live chat widget into your website, connected to Slack.\n\n- [Live In-App Chat](https://help.unthread.unthread.io/articles/b14c6436-edf4-420e-9a96-17892aee314e)\n- [Customer Portal](https://help.unthread.unthread.io/articles/92e33428-73ff-4716-850e-49409ddfa89d)\n\n## **🔌** Integrations\n\nConnect to your existing apps. Sync conversations to CRMs, create tasks linked to conversations, and more.\n\n- [Task Managers (JIRA, Linear, Asana, etc.)](https://help.unthread.unthread.io/articles/725d8d89-08c6-4369-97f7-435c8a57f414)\n- [Zendesk](https://help.unthread.unthread.io/articles/2ba01317-1b8a-473d-91e9-24b8fe5288a8)\n- [HubSpot](https://help.unthread.unthread.io/articles/b0997441-38fb-44e1-b3b4-930046b46933)\n- [Microsoft Teams](https://help.unthread.unthread.io/articles/11bf21b5-4eb8-4add-84a5-6b47c31e65e1)\n- [Salesforce](https://help.unthread.unthread.io/articles/0bb68426-81de-4ddf-b93b-c43623f79748)\n- [Zapier](https://help.unthread.unthread.io/articles/65ffe6d5-f52a-4a0d-84ec-64629a1b2054)\n\n## **👾** API Documentation\n\nBuild on top of our system for advanced workflows and automation.\n\n- [API Documentation (Beta)](https://help.unthread.unthread.io/articles/72d90ae5-34de-42da-ad47-64b60c6b0d09)\n- [Webhooks](https://help.unthread.unthread.io/articles/2281de72-fe64-4357-a7ca-b2c078b33a8f)","ac886cfd-cbf6-4cb0-b3b0-b66d3ca36752","2025-07-21T16:04:45.083Z","2025-10-30T18:46:37.366Z","6ed10d36-b5c7-4032-b1fe-edeae9546e78",{"_25":483,"_68":488},"Introduction to Unthread",[],[],{"_56":492,"_159":493,"_161":494,"_163":179,"_13":-5,"_102":495,"_104":496,"_25":497,"_168":498,"_171":499,"_173":500},"Introduction to Unthread AI","https://docs.unthread.io/ai/introduction","## What is Unthread AI?\n\nUnthread AI uses the latest in GPT-based AI to scale up your team’s support capabilities.\n\n## AI Features\n\n### AI-Generated Responses\n\n![ai-autoresponse-phishing.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fai-autoresponse-phishing.png?alt=media)\n\n \n\nUnthread AI can recommend a response to a question based on your existing documentation. From there, it can:\n\n- Suggest the response privately to the support rep\n- Reply directly as a bot to the customer message\n\nWe’ve got an [article dedicated to AI responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466) where you can learn more.\n\n### Automatic Tagging\n\n![ai-tags.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fai-tags.png?alt=media)\n\n[Tags](https://help.unthread.unthread.io/articles/850d51d0-b54c-41de-839c-363a6710803f) are a great way to get deeper insights into the types of requests that your team is seeing. We commonly see tags like “Bug” or “Feature request” as well as more descriptive tags like “Backend service workers”. In your analytics tab, you can get a series of reports broken down by types of tags. Once you’ve created your tags, you can have Unthread AI automatically apply tags to conversations based on message content. Some things to note:\n\n- First, enable the auto-tagging feature in your dashboard\n- AI tags will only be applied when the conversation is created\n- You can manually adjust tags at any time to override\n\nSome best practices:\n\n- Use descriptive tag names\n- Add descriptions to tags to help the AI better understand what the tag is about\n- Check your “Analytics” tab to see how tags are trending\n\n### Generate Titles\n\nConversations appear in your inbox based on the title. Titles by default are generated by the content of the customer message, but AI-generated titles can create a short, descriptive title based on the message content. Example input:\n\n> Hi team! Do you have documentation on what is required on from our web developer in order to embed your live chat support widget into our website to start fielding requests there? I checked the documentation but didn’t see anything.\n\nAI-generated title:\n\n> Customer needs documentation to embed the live chat widget\n\n### Summarize Conversations\n\nConversation summaries are posted into the triage channel after a conversation is closed. These summaries are typically 2 to 3 sentences describing the customer and support rep messages and will note the resolution of the thread.\n\n### Surface Similar Conversations\n\nSimilar conversations will be available in the right panel of the conversation details page. You will be able to see the previous conversation’s question & resolution, and can easily click in to view the full thread. \n\n![similar-conversation.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsimilar-conversation.png?alt=media)\n\n### Sentiment Analysis\n\nUnderstand your customers with a numerical score measuring the positivity of their tone when speaking with support reps.\n\n### Knowledge Base Management\n\nConnect your [Knowledge Base](https://help.unthread.unthread.io/articles/bc59ca2e-64e8-482f-9f9a-6e162db8fed2) to Unthread, and we’ll be able to generate answers and gather feedback on which answers are missing in your docs.\n\n## \n\n## How do I get access?\n\nHead over to the “Settings” > “AI” tab from your Unthread dashboard, and from there, you’ll be able to enable AI features instantly.\n\n## \n\n## Security\n\nUnthread AI takes a privacy-first approach to leveraging LLMs.\n\n### \n\n## Unthread Servers\n\n- Your data is never used to train our own model\n- Your data is never used in AI generation of any other Unthread customer\n- Your data is always encrypted in transit and at rest\n- Your data is encrypted with a unique tenant key specific to your account\n\n### \n\n## Bring Your Own AI\n\nWe allow customers on higher plans to bring their own OpenAI accounts, giving you full control and transparency over AI behavior. Contact the Unthread team to use your own AI. Supported models:\n\n- OpenAI\n- Google Gemini\n- Anthropic Claude\n- Grok by XAI\n- Mistral\n\n### \n\n## OpenAI\n\nUnthread integrates with OpenAI’s API for LLM functionality. We generate a separate workspace within OpenAI’s platform per tenant that keeps data completely isolated.\n\n- **Ownership**\n\n You own and control your data. You own your inputs and outputs (where allowed by law).\n- **Control**\n\n You decide who has access within your organization\n- **Security**\n\n Data encryption at rest (AES-256) and in transit between us and OpenAI, and between OpenAI and their service providers (TLS 1.2+)\n\nMore on OpenAI’s security and privacy policy [can be found here](https://openai.com/enterprise-privacy/). \n\nThis is all in addition to Unthread’s already strict, industry-leading, and SOC2-compliant security practices that can be found at [unthread.io/security](https://unthread.io/security)","2023-12-03T18:55:50.897Z","2025-09-11T22:41:53.830Z","b4e7688a-cd0c-48bd-8df3-3d0dd74b2769",{"_25":179,"_68":184},[],[],{"_56":502,"_159":-5,"_161":503,"_163":-5,"_13":38,"_102":504,"_104":504,"_25":505,"_168":-5,"_171":506,"_173":507},"Jenkins Pipeline Documentation","**1. Overview**\n\n1.1 **Purpose**\\\n Jenkins automates the process of building, testing, and deploying our applications.\\\n1.2 **Scope**\\\n This document applies to all CI/CD pipelines in our infrastructure.\n\n## **2. Prerequisites**\n\n2.1 **System Requirements**\\\n - Jenkins ≥ 2.440\\\n - Docker installed on the Jenkins agent(s)\\\n2.2 **Access Requirements**\\\n - Jenkins admin or developer role\\\n2.3 **Required Plugins**\\\n - Pipeline\\\n - Git & GitHub Integration\\\n - Credentials Binding\\\n - Blue Ocean (optional)\n\n## **3. Pipeline Structure**\n\n3.1 **Core Layout**\n\n```\npipeline {\n agent any\n\n environment {\n APP_ENV = 'staging'\n DOCKER_REGISTRY = 'registry.example.com'\n }\n\n stages {\n stage('Checkout') {\n steps {\n git branch: 'main', url: 'git@github.com:company/project.git'\n }\n }\n\n stage('Build') {\n steps {\n sh 'docker build -t $DOCKER_REGISTRY/app:$BUILD_NUMBER .'\n }\n }\n\n stage('Test') {\n steps {\n sh 'docker run --rm $DOCKER_REGISTRY/app:$BUILD_NUMBER npm test'\n }\n }\n\n stage('Deploy') {\n 3.1.1 **Condition for Execution** \n The **Deploy** stage will only execute when the current branch is `main`. \n steps {\n sh './deploy.sh $DOCKER_REGISTRY/app:$BUILD_NUMBER'\n }\n }\n }\n}\n```\n\n## **4. Environment Variables**\n\n4.1 **Variable List**\\\n - `APP_ENV`: Deployment target environment\\\n - `DOCKER_REGISTRY`: Container registry URL\\\n - `BUILD_NUMBER`: Auto-generated Jenkins build number\n\n## **5. Common Issues & Troubleshooting**\n\n5.1 **Build Failures**\\\n - Check Docker permissions\\\n5.2 **Git Checkout Errors**\\\n - Verify SSH keys in Jenkins credentials\\\n5.3 **Test Failures**\\\n - Ensure matching environment configuration between local and Jenkins\n\n**Question:**\\\nBased on **Section 3.1.1**, what is the exact condition that must be met for the **Deploy** stage to run?","2025-08-14T20:49:08.617Z","ed094445-0b22-45f4-ba74-8796fb324b1e",[],[],{"_56":509,"_159":510,"_161":511,"_163":179,"_13":-5,"_102":512,"_104":513,"_25":514,"_168":515,"_171":516,"_173":517},"Knowledge Base Setup","https://docs.unthread.io/ai/knowledge-base","Connect your documentation to provide better answers for AI-generated responses or for suggesting responses to your support reps. Let’s walk through how to set it up!\n\n![knowledgebase-list.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fknowledgebase-list.png?alt=media)\n\n## Connecting to Your Existing Documentation\n\nUnthread can sync documentation from any web-based documentation system automatically by crawling pages and adding them to your knowledge base. To do this, head over to the Dashboard then click “Knowledge” on the left then select “Sources” finally “Add Source”\n\n### Adding Public Documentation Sites\n\n![kb-add-public.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fkb-add-public.png?alt=media)\n\nTo sync in a public-facing website of documentation, you can enter the base URL of the page, and Unthread AI will automatically crawl and ingest all of the subpages within it. Advanced options include the ability to add certain root URLs to an allowlist or blocklist.\n\n### Adding Internal Documentation\n\nFor internal wikis, you’ll want to use our native integrations with your platform of choice to provide us access to the correct pages to sync. In each case, you can choose the root folder or URL and have Unthread AI scrape all subpages. Supported native integrations:\n\n- Google Drive\n- Notion\n- Confluence\n- Wiki.js\n- Coda\n\nComing soon:\n\n- Guru\n- GitHub Private Repos\n\n### Adding One-off Articles\n\nIf you’d like to add individual articles or Q&As to your knowledge base, click to the “Text” option when adding to your knowledge base. From here, you can write a custom title and content, while optionally also including a relevant link if a customer asks this question.\n\n### Keeping Things Up to Date\n\nAfter uploading, you will see a list of documentation sets and the date that the documentation was last synced. If you make a change and need it to go live immediately, you can also click the “Re-run sync” to immediately refresh the list.\n\n## Testing Responses\n\nAfter you’ve connected your documentation, you can see how the AI will generate responses for you. From the Knowledge Base tab, click the “Test response” button. It will present you with a text box to enter a prompt, and hitting submit will generate a response as well as surface the articles used to generate the answer.\n\n![testing-ai-responses.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftesting-ai-responses.png?alt=media)\n\n## Learning From Previous Conversations\n\nAs you manage support tickets through Unthread, you’ll likely start answering the same question and you’ll want to reference that in future answers.\n\n### Generating Articles\n\nAs you close out a conversation (marking it as resolved), the system automatically detect if the answer is not yet captured in your knowledge base. If not, we’ll generate a draft article using AI that you can edit before storing to your knowledge base for future use!\n\n![generate-article.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fgenerate-article.gif?alt=media)\n\n### Reviewing Suggestions\n\nYou can review the recommended articles to create by navigating to “Knowledge” > “Suggestions”. This will show you a history of resolved conversations not yet captured in your knowledge base. As you create articles, they’ll automatically be removed from the list.\n\n## Analytics\n\nTo view the history of responses generated and feedback on any of the documents used in your replies, you can see the AI analytics section under the [AI responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466) section.\n\n## Enabling AI responses\n\nAI responses can be enabled across Slack, email, in-app chat, and Microsoft Teams. We have an article specifically on how to leverage the Auto-Responder for this:\n\n📖 [*AI-Generated Responses*](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466)","2023-12-03T18:55:51.389Z","2025-09-12T17:45:41.835Z","bc59ca2e-64e8-482f-9f9a-6e162db8fed2",{"_25":179,"_68":184},[],[],{"_56":519,"_159":-5,"_161":520,"_163":279,"_13":-5,"_102":521,"_104":522,"_25":523,"_168":524,"_171":525,"_173":526},"Locating Autoresponder Settings in Unthread","If you're looking to configure the Autoresponder settings in Unthread, follow these steps:\n\n1. Navigate to the **Settings** section in your Unthread dashboard.\n2. Select **General** from the menu.\n3. Scroll down to find the **Auto-responder settings**. This section is located under \"Assignment & SLA.\"\n\nThese steps will guide you to the correct location to manage your Autoresponder settings. Please note that the documentation may need updates to reflect these instructions accurately.","2024-12-04T17:37:16.110Z","2025-10-30T18:39:41.782Z","dfb9e01a-3dd3-446f-bea6-094f03285802",{"_25":279,"_68":284},[],[],{"_56":528,"_159":529,"_161":530,"_163":531,"_13":-5,"_102":532,"_104":533,"_25":534,"_168":535,"_171":537,"_173":538},"Managing Your Inbox on the Web","https://docs.unthread.io/inbox/web","## Managing Your Inbox on the Web\n\nYour Unthread web dashboard is a great place to manage your conversations across Slack, email, and in-app chat. You can choose between a Kanban or a List view for your conversations across all of your channels in one place. To access the web inbox, go to your dashboard at \\[company\\].unthread.io!\n\n## Managing Conversations\n\n![conversation-details-web.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fconversation-details-web.png?alt=media)\n\nWhen you view a conversation, you’ll see a history of the thread, details about the conversation, and information about the customer. \n\nYou can [manage details of the conversation](https://help.unthread.unthread.io/articles/850d51d0-b54c-41de-839c-363a6710803f) from here, or open up the connected Slack thread or [triage](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) thread.\n\nℹ️ *By default the audit trail is enabled. If you’d like to disable this, click the sliders icon in the top left and uncheck “Show audit trail” to see status changes, assignments, and other ticket changes inline with the thread.*\n\n## Responding to Customers\n\n![respond-to-message.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Frespond-to-message.png?alt=media)\n\nYou can respond to customers through either Slack or the web. Messages sent from the web inbox will be posted into Slack with your name and photo.\n\n### Composing Your Reply\n\nYou can add custom-formatted text into the text box, and it will be sent back to the customer. From there, you can send it through the Slack channel, or alternatively use the “Send and Close” or “Send and Snooze” options. \n\nWhen composing your reply, you can perform the following actions:\n\n- Insert [AI suggest responses](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466) with relevant helpdesk documents.\n- Add Attachments (Including images or other file types)\n- Run an Automation\n- Send GIFs or emojis\n- Insert Templates\n\n### Adding Internal Notes\n\nIf you’ve enabled triaging, you can also add private notes about a conversation into the respective triage channel. You can use the same formatting and special attachments in this message as you can with the customer reply.\n\n## Keyboard Shortcuts\n\nTo navigate more quickly through your inbox, you can use our set of keyboard shortcuts. \n\nShortcuts include:\n\n- Close conversation: `⌘ + Shift + 🅴`\n- Add tags: `Shift + 🆃`\n- Change assignee: `Shift + 🅰`\n- Snooze: `Shift + 🆉`\n- Open thread in Slack: `Shift + 🆂`\n\nℹ️ *Type* `⌘ 🅺` *to bring up the full list of available shortcuts.*\n\n## Dark Mode\n\nOut of respect for your retinas, we also support Dark Mode. In the bottom left of your dashboard, click the “☀️” icon to switch to dark mode.\n\n## Mobile & Desktop Apps\n\nThe Unthread web app is a Progressive Web App (PWA), which means it can be installed onto your phone or desktop.\n\n- [How to install on Chrome](https://support.google.com/chrome/answer/9658361?hl=en&co=GENIE.Platform%3DDesktop)\n- [How to install on iOS (iPhone/iPad)](https://support.google.com/chrome/answer/9658361?hl=en&co=GENIE.Platform%3DiOS&oco=1)\n- [How to install on Android](https://support.google.com/chrome/answer/9658361?hl=en&co=GENIE.Platform%3DAndroid&oco=1)","3ac14679-c251-426a-83ea-8e46aecc1e75","2023-12-03T18:55:50.563Z","2025-09-11T19:06:20.297Z","40966c57-301c-4f16-8421-dd352c3eb3c7",{"_25":531,"_68":536},"Managing Your Inbox",[],[],{"_56":540,"_159":541,"_161":542,"_163":531,"_13":-5,"_102":543,"_104":544,"_25":545,"_168":546,"_171":547,"_173":548},"Managing Your Slack Inbox","https://docs.unthread.io/inbox/slack","The Unthread Inbox is a completely reimagined way of managing conversations across your Slack, email, and other support channels from one place. \n\nUnthread is the only tool that provides an inbox view natively in Slack as well as a web version for both desktop and mobile.\n\n## Opening Your Inbox in Slack\n\nTo navigate to the Inbox, you can select the “Unthread” app from the left nav bar or by searching within the Slack application. The inbox will be displayed in the “Home” tab. \n\n![managing-inbox.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmanaging-inbox.png?alt=media) \n\nFrom the Inbox, you can:\n\n- Click on a conversation to be taken directly to the corresponding thread\n- Click on the 3 dots to bring up quick actions like [manage conversation](https://www.notion.so/Editing-conversations-reassign-set-priority-add-notes-and-more-a6a70b2122fc4dab9a01f11453e7b9bd), close, snooze, etc.\n- Click on the gear to manage settings like the sort order, as well as setting a backup rep if you’re out of office.\n- Click on the graph to bring up your Unthread dashboard to view analytics and adjust your settings\n\n## Customizing Your Inbox\n\nYou can customize the inbox by clicking on the gear icon in the top right corner of the inbox. \n\n![customize-slack-inbox.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcustomize-slack-inbox.png?alt=media)\n\n This lets you set custom filters, out of office hours, and more.","2023-12-03T18:55:50.425Z","2025-09-11T19:08:58.673Z","4a4b3193-b2b2-4195-ba4b-7ab72362d887",{"_25":531,"_68":536},[],[],{"_56":550,"_159":551,"_161":552,"_163":376,"_13":-5,"_102":553,"_104":554,"_25":555,"_168":556,"_171":557,"_173":558},"Microsoft Teams","https://docs.unthread.io/integrations/microsoft-teams","![teams.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fteams.png?alt=media)\n\n## Introduction\n\nUnthread’s Microsoft Teams integration allows you to streamline interactions with your Microsoft Teams channels from within Slack. This feature is currently in beta and is being actively developed. If you have any feedback or suggestions, please let us know.\n\n## Feature overview\n\n### Message Relaying\n\n- Automatically forward Microsoft Teams messages to a designated Slack channel\n- New Teams messages will trigger [new conversations](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1) to be tracked\n- Respond to these messages from Slack or from the web dashboard\n- Replies will be forwarded into Teams automatically and posted as the user who set up the integration\n\n### Attachments\n\n- Attachments are synced in both directions\n- Adding an attachment in your Slack message will appear on Teams\n- When someone on Teams sends an attachment, you’ll see it in Slack.\n\n## Other notes\n\n- New Teams-based conversations will be linked to an existing customer profile based on their email domain\n- You can filter for Teams messages in your [inbox via Slack](https://help.unthread.unthread.io/articles/4a4b3193-b2b2-4195-ba4b-7ab72362d887) or [web dashboard](https://help.unthread.unthread.io/articles/40966c57-301c-4f16-8421-dd352c3eb3c7)\n- You can still leverage powerful Unthread features like [triaging](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db), [SLAs](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb), and more\n\n## Installation\n\nSetting up the integration is straightforward but depends on your permissions within Microsoft Teams.\n\n1. Visit “Settings” -> “Microsoft Teams” page on your Unthread dashboard.\n2. Choose the Slack channel you want Teams messages to be posted to.\n3. Click “Connect”. This will trigger a popup asking for authorization to access Microsoft Teams. Confirm this.\n4. Depending on your permissions within Microsoft, you may be asked to submit a request to your Microsoft Teams administrator to approve the integration. If this is the case, you will be prompted to do so. Once the request has been approved, you will need to return to Unthread and click “Connect” again.\n\nNow all messages from the selected Microsoft Teams channel will be forwarded to your chosen Slack channel. You can reply to these messages from within the Slack channel and they will be sent back to the original Teams channel.\n\n## Current Limitations\n\n- Direct messages from Teams to Slack are currently not supported. The integration only works for Teams channels.\n- Only channels created by your Microsoft Teams tenant will be connected. Channels created by other tenants will not be connected.\n- Not all formatting will currently be preserved when messages are forwarded from Teams to Slack and vice versa. This is currently being addressed.\n- Autoresponses are not currently supported. This is currently being addressed.","2023-12-03T18:55:47.392Z","2025-09-11T20:15:40.611Z","11bf21b5-4eb8-4add-84a5-6b47c31e65e1",{"_25":376,"_68":381},[],[],{"_56":560,"_159":561,"_161":562,"_163":376,"_13":-5,"_102":563,"_104":564,"_25":565,"_168":566,"_171":567,"_173":568},"Okta SSO","https://docs.unthread.io/integrations/okta","The objective of this document is to provide the necessary details to integrate Okta with your Unthread account. Okta integration provides seamless SSO that automatically creates users in your Unthread dashboard when they log in with their Okta credentials. If you have any questions, please reach out to your onboarding representative.\n\n## Supported features\n\n- Service Provider (SP)-Initiated flow\n- Identity Provider (IDP)-Initiated flow\n- Just-In-Time Provisioning\n- Full directory sync\n\n## Getting started\n\n- Sign into the Okta Admin console as an Admin. At minimum, Org Admin access is required, though Super Admin access may be needed.\n- Navigate to “Applications” in the left menu, then click “Create App Integration”.\n- From the provided sign-in method options, choose “OIDC - OpenID Connect”. This will allow you to select an application type. Choose “Web Application” and click Next.\n- On the new page, fill out the application name, for example “Unthread”.\n- For Grant Type, make sure “Authorization Code” is checked.\n- Enter the Sign-in redirect URI. This is based on the subdomain associated with your account. This should be https://.unthread.io/\\_\\_/auth/handler.\n- Enter the Sign-out redirect URI. This is also based on the subdomain associated with your account. This should be https://.unthread.io/logout.\n- Leave the Trusted Origins section blank.\n- Under Assignments, you have the option to enable Unthread for everyone in your organization or limit access to certain users. This can also be skipped for now and configured later.\n- Click Save.\n- (Optional) After saving, you will have the ability to enable Identity Provider Initiated (IdP) Login. Click “Edit” in the General Settings section and scroll down to the Login section. Change “Login initiated by” from “App Only” to “Either Okta or App”. Check off the “Application visibility” options you want to enable for your users. Set “Login flow” to “Redirect to app to initiate login (OIDC Compliant)”. The “Initiate login URI” is also based on the subdomain associated with your account. This should be https://.unthread.io/login/okta-oidc.\n\n## Sending the configuration to Unthread\n\nFrom the application page, navigate to the “General” tab, and send the Client ID and Client secret to your Unthread representative over Slack or via email at [support@unthread.io](mailto:support@unthread.io).\n\n## Logging in with Okta\n\nThere are two ways that your team can log into your Unthread dashboard with Okta:\n\n- Go to https://.unthread.io/ and click Log in with Okta\n- Go to your Okta homepage and select the “Unthread” tile","2024-03-26T17:00:57.673Z","2025-09-11T20:17:45.833Z","d21badb3-20ef-44fb-9930-919c2e88d459",{"_25":376,"_68":381},[],[],{"_56":570,"_159":571,"_161":572,"_163":247,"_13":-5,"_102":573,"_104":574,"_25":575,"_168":576,"_171":577,"_173":578},"Outbound Email Campaigns ","https://docs.unthread.io/engagement/email-campaigns","## Introduction\n\nWith Unthread, you can send mass emails and track ananlytics on engagement and clicks. Broadcasts are great for:\n\n- Product updates\n- Downtime announcements\n- Onboarding campaigns\n- Re-engagement messages\n- NPS & CSAT surveys\n\nTo compose your first message, navigate to the “Outbounds” tab in your Unthread dashboard, and click “Compose Email”.\n\n## Design & Templates\n\nUnthread’s drag & drop message builder allows you craft your message and preview how this will look once sent on Slack. You’ll see elements like text blocks, images, and even surveys (more on that below). To reuse designs, you can even save and use [templates](https://help.unthread.unthread.io/articles/3c54913d-e295-4b40-9610-6c7ac5ad518a). You can also save a draft and collaborate with other team members before sending. \n\n![email-template.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Femail-template.png?alt=media)\n\n## Choosing Recipients\n\nSelect your customer channels that you’d like to broadcast the message to. You can also send to a subset of customers by filtering for a particular customer tag or segment.\n\n### Email Slack Channel Members\n\nIf you’d like to email everyone who’s a part of a channel, you can navigate to the customer settings page, and select the “Members” tab. From there, you’ll see a “Send Email” button. This will pre-populate the recipient list with the members of the channel. \n\nAdditional notes:\n\n- Depending on Slack privacy settings, emails may not be available\n- You can optionally choose to include agents on the email\n\n## Send Now or Schedule for Later\n\nWhen you’re ready to send, you’ll be able to customize the notification and confirm the send time. Send immediately, schedule for later, or send a test to yourself to be sure things look right! \n\n![compose-email.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcompose-email.png?alt=media)\n\n## Analytics\n\nAfter you’ve sent your message, you can see how the recipients engaged with your message. Analytics available:\n\n- **Opens**: The total number of times an email was opened\n- **Unique opens**: The total number of people who have opened your emails\n- **Clicks**: If you include links, the total number of times a link was clicked from the email\n- **Unique clicks**: If you include links, the total number of people who clicked a link\n- **Clicks by URL**: A breakdown of clicks by user and link\n\n![email-analytics.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Femail-analytics.png?alt=media)\n\nℹ️ *Note: Some email browsers block email open tracking pixels, so open rates may be affected.*\n\n## Additional Options\n\n- Safe as draft, and add notes for collaboration with team members\n- Duplicate existing message to reuse the style, recipients, and options","2024-12-19T15:46:30.073Z","2025-09-11T18:56:07.730Z","6c8a85d8-1a6b-4898-88a3-02a2ff23d8ed",{"_25":247,"_68":252},[],[],{"_56":580,"_159":581,"_161":582,"_163":376,"_13":-5,"_102":583,"_104":584,"_25":585,"_168":586,"_171":587,"_173":588},"PagerDuty","https://docs.unthread.io/integrations/pagerduty","## Sync On-call Schedules\n\nIf you’re using PagerDuty to manage on-call rotations, you can integrate them into Unthread to dynamically set [default assignees](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) of new conversations.\n\n### Approach 1: Use a Pre-built Zapier Template\n\nDifficulty: `Easy` Technical skills: `Low`\n\nℹ️ *If you haven’t already, enable the Unthread app in Zapier by [**following these steps**](https://help.unthread.unthread.io/articles/65ffe6d5-f52a-4a0d-84ec-64629a1b2054) to activate on your account.*\n\nIn your Zapier dashboard, click ”+ Create Zap” to bring up the new Zap screen. \n\n### **Step 1: Set the Trigger**\n\nThe “Trigger” of the Zap should be a “Schedule”, which will automatically run periodically. You can choose to run every hour or every day depending on how often your on-call schedule changes. \n\n![pagerduty-zap-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fpagerduty-zap-1.png?alt=media)\n\n**Step 2: Find User on Call in PagerDuty**\n\nThe second step should use the PagerDuty app in Zapier, and it should use the action called “Find User on Call in PagerDuty”. \n\n![pagerduty-zap-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fpagerduty-zap-2.png?alt=media)\n\n### **Step 3: Update Slack User Group in Unthread**\n\nThe third step should use the Unthread app with the action “Update Slack User Group Member”. Enter the following inputs:\n\n- Slack handle: the name of the user group (e.g. if you use @support-on-call, enter “support-on-call”).\n- Email address of user on call: this should be the email address of the user on-call found in the 2nd step from PagerDuty\n\n![pagerduty-zap-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fpagerduty-zap-3.png?alt=media)\n\n### Assign to Slack User Group\n\nNow that you have the Slack User Group updated to reflect your latest on-call member in PagerDuty, be sure to set that group as the assignee in your assignment rules. [Follow these steps](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb) to assign a user group in the assignment rules.","2023-12-03T18:55:47.782Z","2025-09-11T20:54:00.030Z","099e8706-7152-4362-a924-586915f6a256",{"_25":376,"_68":381},[],[],{"_56":590,"_159":591,"_161":592,"_163":164,"_13":-5,"_102":593,"_104":594,"_25":595,"_168":596,"_171":597,"_173":598},"Performance Analytics","https://docs.unthread.io/analytics/Analytics-Performance","## Introduction\n\nPerformance analytics allow you to visualize tickets by grouping them using different values. These reports help you understand how your team is performing across various metrics and identify areas for improvement.\n\nUnthread includes a range of out-of-the-box report types to help teams track key support metrics and gain insights into their support operations.\n\n## Report Types\n\nBefore reviewing these variables, we’ll review the different report types available in performance analytics.\n\nYou’ll notice that some of these report types have two variables:\n\n- **P95 and P99** represent the 95th and 99th percentiles of response times, respectively. This means that 95% (or 99%) of requests are completed within the reported P95 (or P99) latency.\n\n# \n\n## Core Performance Metrics\n\n- **Conversations Created:** Total number of tickets opened\n\n- **First Response (FR) Time** (in minutes): Time between ticket creation and first response by an Agent. A teammate’s response won’t be counted as a first response. Agents can use emoji triggers to manually set the FR message.\n\n- **Resolution Time** (in minutes): Time between ticket getting created and resolved. -If a ticket gets created at t0, closed at t1, re-opened at t3, and re-closed at t4, the resolution time will be the time between t0 and t4\n\n- **Waiting on Customer Time**: Total amount of time the ticket is in Open status\n\n- **Waiting on Agent Time**: Total amount of time the ticket is in In Progress status\n\n- **Ticket Active Duration**: Total amount of time the ticket is in In Progress or Open status type\n\n## Escalation Reports\n\n- **Ticket to Escalation Time**: Time from ticket creation to when it’s escalated by a team member\n\n- **Escalation to Acknowledgement Time**: Time between when an escalation is created and when it’s acknowledged by the partner team\n\n- **Acknowledgement to Resolution Time**: Time from when the escalation is acknowledged to when it’s resolved. **Note: This refers specifically to the resolution of the escalation, not the main ticket. Unless automated, resolving an escalation does not automatically resolve the parent ticket.**\n\n ![analytics-ReportTypes.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fanalytics-ReportTypes.png?alt=media)\n\n## Filtering and Breakdowns\n\nAll dashboards are fully filterable by default attributes like assignee, date range, tags, ticket type, and status, as well as any custom fields tied to your ticket types. Use the filters at the top of each report to drill down by time, submitters, or specific properties.\n\n![analytics-filters.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fanalytics-filters.png?alt=media)\n\nIn addition to filtering, Unthread offers advanced breakdowns to give teams more granular insights.\n\n![analytics-breakdown.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fanalytics-breakdown.png?alt=media)\n\nEach report type also includes a table view, displaying the data broken down by your selected time intervals for easy analysis.\n\n![analytics-table.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fanalytics-table.png?alt=media)\n\n## Key Performance Insights\n\n### First Response Time\n\nYour customers’ first impression of your support often comes down to one thing: how quickly you respond. Analytics helps you track this critical metric from the moment a conversation starts, showing you exactly how quickly your team is serving up solutions.\n\nStart by exploring your first response times—this tells you how long customers wait before getting their first reply. Then dive into resolution times to see how efficiently your team closes out issues.\n\n### Resolution Time\n\nTrack how efficiently your team closes out issues and meets customer needs. Monitor trends to identify process improvements and training opportunities.\n\n### Waiting on Agent Time\n\nUnderstand bottlenecks in your support process by tracking how long tickets wait for agent attention. Use this data to optimize staffing and workflow.\n\n## Breaking Down Results\n\nIn this section, we’ll dive into how our report viewer can be used to drill down into specific data.\n\nFor the purposes of this walkthrough, we’ll use the “Conversation Created” report.\n\nWhen viewing any report, you’ll find a number of categories above the chart which can be used to group the data presented. For example, you can select “source” to visualize all conversations created by their source, be it Slack, email, or otherwise.\n\nYou can also apply this grouping to any custom fields you have configured.\n\n## Chart Visualization Options\n\nThese charts can be visualized in a few ways. You can change this by selecting chart options below the default line chart:\n\n- **Bar Chart** - Useful for comparing different categories\n- **Card View** - Presents you with the actual values for the dataset\n- **Line Chart** - Default view, great for trends over time\n\n**Show Legend** will display the categories for a given selection and will allow you to remove categories from the view by clicking on them.\n\nFinally, you can view this with **working hours enabled**, which will only pull metrics for tickets created during your configured working hours.\n\n**ℹ️** *These working hours can be set at the project level, so you want to be sure each project aligns with the hours the corresponding team provides support in order to keep the data from being skewed incorrectly.*\n\n## Sharing and Exporting Reports\n\n### Saving Reports\n\nIf you have a report that you view frequently, we recommend saving this report. To do so, configure the report with the format that is most helpful and then click the save option in the top right.\n\nSaving these reports will also allow you to use the chart in the board builder.\n\n### Sharing Reports\n\nShare your performance reports with team members, stakeholders, or executives to keep everyone informed about your support team’s performance. Shared reports update automatically, so everyone always sees the latest data.\n\nTo share a report:\n\n1. Open any saved report\n2. Click the “Share” button in the top right\n3. Copy the generated link\n4. Send the link to your intended recipients\n\n**ℹ️** *Shared reports maintain all your filters and settings, so recipients see exactly the same view you’ve configured.*\n\n### Exporting Data\n\nDownload your performance data as CSV files for external analysis, presentations, or reporting to stakeholders. This is perfect for:\n\n- Creating custom reports in Excel or Google Sheets\n- Sharing data with external stakeholders\n- Archiving performance data for historical analysis\n- Creating presentations for executive reviews\n\nTo export data:\n\n1. Configure your report with the desired filters and date range\n2. Save the report, if desired.\n3. Click the download button in the top right\n\n## Related Pages\n\n- [Analytics Overview](https://help.unthread.unthread.io/articles/bac5f324-40af-44b9-adbc-8aaafbbbbbd7)\n- [Board Builder](https://help.unthread.unthread.io/articles/4e75cbc7-b67a-4946-a420-203034aff02d)","2025-09-09T18:48:11.194Z","2025-09-12T15:47:36.537Z","29437d5b-06f8-4209-bec3-8a23e11413cf",{"_25":164,"_68":170},[],[],{"_56":600,"_159":601,"_161":602,"_163":291,"_13":-5,"_102":603,"_104":604,"_25":605,"_168":606,"_171":607,"_173":608},"Projects & Permissions","https://docs.unthread.io/account-setup/projects-permissions","![project-selector.jpeg](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fproject-selector.jpeg?alt=media)\n\n## Introduction to Projects\n\nProjects are a way to separate different teams using Unthread who have a different group of admins and agents.\n\nℹ️ *Common use for Projects: create one project for “**IT**” and another for “**HR**” so the two teams can keep their tickets separate*\n\n## Roles\n\nWithin the context of a project, we have 3 roles that you can provide to users\n\n- **Standard**: they can see tickets and leave responses but cannot update details or be assigned\n- **Agent**: they can be assigned tickets and can manage all ticket details\n- **Owner**: they can see and manage all tickets as well as edit settings in the Project \n\n## ![project-roles.jpeg](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fproject-roles.jpeg?alt=media)Privacy\n\nYou can limit access to ticket visibility across projects, or choose to share tickets across your organization. We have two settings to control this:\n\n- **Visibility**\n - “**Public**” means anyone in your workspace can see ticket data (they must still be an authenticated user in your domain)\n - “**Private**” means only users within the project are able to see tickets. This is a commonly used setting for teams like HR.\n- **Type**\n - “**Internal support**” means you’re supporting team members within your organization, and only users specified as an “Agent” will be able to respond to tickets\n - “**External support**” means you’re supporting customers outside of your organization, and anyone in your domain will be able to respond, but only “Agents” will be able to be assigned.\n\n## Deleting Projects\n\nIn the event you need to delete a project, you can expect the following behavior:\n\n- Any channels are migrated to the tenant-level default project\n- Any ticket types and email inboxes created under that project are deleted\n- Conversations will remain, and because the channels have moved to the default project, you’ll see the new project name with all of the old conversations.\n\n## Global Permissions\n\nFrom your “People” tab, you can manage folks who are able to manage your Unthread instance across projects. These roles can be applied to users at the organization level:\n\n- Owner: they can see all ticket data and edit all settings across the organization. This role should be used sparingly\n- Admin: they can edit settings but cannot view tickets in private Projects that they are not a member of\n\nℹ️ *The Admin role can be great for IT managers who need to configure the workspace, but don’t need to have access to tickets in the HR project.*\n\n## User Groups\n\nUser Groups are a way to set permissions for users that match a specific criteria rather than adding each user individually. You can define user group membership by:\n\n- Slack User Groups\n- Slack Channel membership\n- Okta Group membership\n- Google Group membership\n- Azure AD Group membership\n- HRIS categories like Department, Location, or Job Title\n\nSlack User Groups sync in real time, ensuring permissions stay current as memberships change. \n\nThey also play a key role in enforcing Knowledge Base access controls, where document visibility is determined by group membership. \n\nTo create a User Group, navigate to “Settings” > “User Groups” and click “Create User Group”.\n\nℹ️ *Slack User Groups will automatically sync to Unthread from your Slack workspace.*\n\nℹ️ *Okta and HRIS groups will sync automatically from your identity provider if you have [**HRIS sync**](https://help.unthread.unthread.io/articles/78e0ac96-b8f6-4913-86e4-436f5303b607) enabled (available in Business and Enterprise plans).*","2025-03-12T14:55:21.780Z","2025-09-12T14:38:27.291Z","036ffcf6-0bcb-4c84-ba71-bc2e74db257c",{"_25":291,"_68":296},[],[],{"_56":610,"_159":611,"_161":612,"_163":376,"_13":-5,"_102":613,"_104":614,"_25":615,"_168":616,"_171":617,"_173":618},"Salesforce","https://docs.unthread.io/integrations/salesforce","Unthread’s integration with Salesforce creates a two-way connection between the two systems so your CRM is always up-to-date with customer conversations. Setting up the integration currently only requires taking action within the Unthread UI.\n\n## How it works\n\nThe Salesforce integration currently has two main functions: syncing Account configuration to Unthread Customers and pushing tracked Slack conversations into Salesforce in the Account activity feed.\n\n### Account syncing\n\nOnce installation is complete, Accounts from Salesforce will begin syncing to Unthread. The Account name and support rep will be used for the Unthread customer name and primary support rep. The primary support rep will also be able to act as a Customer admin.\n\n### Conversation tracking\n\nNew Slack conversations tracked by Unthread will be pushed to the linked Salesforce Account as a logged “call” visible from the Account page. Once the conversation is closed out, a summary of the conversation will be posted back to Salesforce.\n\n## Installation\n\n1. Visit the “Settings” -> “Apps & Integrations” page in your Unthread dashboard.\n2. Scroll to the bottom and click “Get access” under the Salesforce section.\n3. This will trigger a popup asking for some configuration:\n\n- Slack Channel ID Field - If you have a custom field for Slack Channel ID configured on the Account level in Salesforce, enter the name of the custom field here. This will be something like Slack_Channel_id__c. If this field is set, Salesforce accounts will be automatically matched to Unthread Customers based on matching Slack channel IDs.\n- Use Account Teams? - If this is enabled, the primary support rep for each Unthread Customer will be set based on the Account Team configured in Salesforce. If it is not set, the Account Owner will be used instead.\n- Primary Support Rep Team Role - If using Account Teams, this field will determine which Account Team role should be used to determine who will be considered the primary support rep for the Unthread Customer.\n\n4. You will see a popup asking you if you would like to authorize Unthread to access the Salesforce API. Confirm this.\n\n## Current Limitations\n\n- Changes to Salesforce Accounts can take up to an hour to reflect within Unthread.","2023-12-03T18:55:47.205Z","2025-09-11T20:57:02.215Z","0bb68426-81de-4ddf-b93b-c43623f79748",{"_25":376,"_68":381},[],[],{"_56":620,"_159":621,"_161":622,"_163":247,"_13":-5,"_102":623,"_104":624,"_25":625,"_168":626,"_171":627,"_173":628},"Slack Broadcasts","https://docs.unthread.io/engagement/broadcasts","![compose-slack.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcompose-slack.gif?alt=media)\n\nWith Unthread, you can broadcast a Slack message across all or a subset of customer channels at once.\n\nYou can draft messages, store templates, broadcast messages, and get analytics on engagement. \n\nBroadcasts are great for:\n\n- Product updates\n- Downtime announcements\n- Onboarding campaigns\n- Re-engagement messages\n- NPS & CSAT surveys\n\nTo compose your first message, navigate to the “Outbound” tab in your Unthread dashboard, and click “Compose Slack Message”.\n\n## Composing your Message\n\nUnthread’s drag & drop message builder allows you craft your message and preview how this will look once sent on Slack. You’ll see elements like text blocks, images, and even surveys (more on that below). To reuse designs, you can even save and use [templates](https://help.unthread.unthread.io/articles/3c54913d-e295-4b40-9610-6c7ac5ad518a). You can also save a draft and collaborate with other team members before sending.\n\n![compose.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcompose.png?alt=media)\n\n💡 *Search for stock photos and GIFs right from Unthread’s editor!*\n\n## Choosing Recipients\n\nSelect your customer channels that you’d like to broadcast the message to. You can also send to a subset of customers by filtering for a particular customer tag or segment.\n\n![slack-recipients.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslack-recipients.png?alt=media)\n\n## Surveys\n\nYou can send NPS score and CSAT score surveys natively from within Slack. When you attach a survey, your customers can submit their response instantly from a pop-up modal.\n\n![survey.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey.png?alt=media)\n\n💡 *Learn more about [**sending surveys in Slack**](https://help.unthread.unthread.io/articles/e1f7180c-074d-4962-a423-5c4de83f32dd)*\n\n## Send Now or Schedule for Later\n\nWhen you’re ready to send, you’ll be able to customize the notification and confirm the send time. Send immediately, schedule for later, or send a test to yourself to be sure things look right!\n\n![schedule.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fschedule.png?alt=media)\n\n## Analytics\n\nAfter you’ve sent your message, you can see how customers engaged. If you include links in your message, you can see the total clicks for each link. If you include a survey, you can get a breakdown of customer responses, and a CSAT or NPS score will be generated automatically.\n\n![outbound-analytics.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Foutbound-analytics.png?alt=media)\n\n## Additional Options\n\n- Unsend a sent message (automatically deletes Slack messages from all channels). Note that it is not currently possible to remove a sent message from only a subset of channels.\n- Safe as draft, and add notes for collaboration with team members\n- Duplicate existing message to reuse the style, recipients, and options","2023-12-03T18:55:52.064Z","2025-09-11T18:50:29.060Z","cef56e80-9107-46fb-b3ef-b7c244e6ab4f",{"_25":247,"_68":252},[],[],{"_56":630,"_159":631,"_161":632,"_163":279,"_13":-5,"_102":633,"_104":634,"_25":635,"_168":636,"_171":637,"_173":638},"Slack Permissions Explained","https://docs.unthread.io/account-setup/slack-permissions","Below you will find a list of all the permissions we request and how we use them.\n\n## App Mentions\n\n`app_mentions:read`\n\n- **Description**: View messages that directly mention @Unthread in conversations that the app is in\n- **Request Reason**: We can optionally add you as the follower or assignee of a ticket if you are mentioned in a comment.\n\n## Channels\n\n`channels:history`\n\n- **Description**: View messages and other content in public channels that Unthread has been added to\n- **Request Reason**: We automatically track new tickets in channels that you add our bot to. New messages from customers in the channel can automatically be tracked as tickets.\n\n`channels:join`\n\n- **Description**: Join public channels in a workspace\n- **Request Reason**: We allow you to automatically add our bot to channel from the web UI. This also allows you to automatically track certain channels like customer Slack channels.\n\n`channels:manage`\n\n- **Description**: Manage public channels that Unthread has been added to and create new ones\n- **Request Reason**: This allows you to create new channels for triaging threads internally. You can create a temporary channel for discussing a ticket.\n\n`channels:read`\n\n- **Description**: View basic information about public channels in a workspace\n- **Request Reason**: This allows you to view a list of available channels to connect or use as a triage channel.\n\n`channels:write.invites`\n\n- **Description**: Invite members to public channels\n- **Request Reason**: This allows you to automatically join new triage channels for tickets that you’re a part of.\n\n`channels:write.topic`\n\n- **Description**: Set the description of public channels\n- **Request Reason**: This allows you to pin a ticket history view to the top of a channel. More information on the ticket history view here ↗.\n\n## Chat\n\n`chat:write`\n\n- **Description**: Send messages as @Unthread\n- **Request Reason**: This allows you to send replies and mass broadcasts to channels from the Unthread web app.\n\n`chat:write.customize`\n\n- **Description**: Send messages as @Unthread with a customized username and avatar\n- **Request Reason**: This allows you to send broadcasts as a separate support rep or as a support team.\n\n## Commands\n\n`commands`\n\n- **Description**: Add shortcuts and/or slash commands that people can use\n- **Request Reason**: This allows easy shortcuts to Unthread actions to modify tickets. You can open a modal to edit ticket details by using our “Manage conversation” shortcut on any message.\n\n## Emoji\n\n`emoji:read`\n\n- **Description**: View custom emoji in a workspace\n- **Request Reason**: This allows you to use custom emojis to trigger actions like closing tickets.\n\n## Files\n\n`files:read`\n\n- **Description**: View files shared in channels and conversations that Unthread has been added to\n- **Request Reason**: This allows you to view attachments in Slack channels from the Unthread web dashboard.\n\n`files:write`\n\n- **Description**: Upload, edit, and delete files as Unthread\n- **Request Reason**: This allows you to upload files from the Unthread web dashboard. You can upload photos and other documents from the web UI and have them visible in the Slack thread for a ticket.\n\n## Groups (Private Channels)\n\n`groups:history`\n\n- **Description**: View messages and other content in private channels that Unthread has been added to\n- **Request Reason**: This allows you to use private channels as triage channels. If you add the Unthread bot a private channel, we can publish messages there and track conversation history.\n\n`groups:read`\n\n- **Description**: View basic information about private channels that Unthread has been added to\n- **Request Reason**: This allows you to browse the list of available channels that the Unthread bot is in.\n\n`groups:write`\n\n- **Description**: Manage private channels that Unthread has been added to and create new ones\n- **Request Reason**: This allows you to create a new private message from the Unthread web dashboard.\n\n`groups:write.invites`\n\n- **Description**: Invite members to private channels\n- **Request Reason**: This allows you to automatically create new channels with relevant members of a ticket.\n\n`groups:write.topic`\n\n- **Description**: Set the description of private channels\n- **Request Reason**: This allows you to pin a ticket history view to the top of a channel. More information here ↗.\n\n## Instant Messages (Direct Messages)\n\n`im:history`\n\n- **Description**: View messages and other content in direct messages that Unthread has been added to\n- **Request Reason**: This allows you to directly message the Unthread bot to create new tickets. More information on bot DMs [here](https://help.unthread.unthread.io/articles/d955cd9d-eeed-4c43-b746-86f402977760).\n\n`im:read`\n\n- **Description**: View basic information about direct messages that Unthread has been added to\n- **Request Reason**: This allows you to directly message the Unthread bot to create new tickets. More information on bot DMs [here](https://help.unthread.unthread.io/articles/d955cd9d-eeed-4c43-b746-86f402977760).\n\n`im:write`\n\n- **Description**: Start direct messages with people\n- **Request Reason**: This allows you to directly message the Unthread bot to create new tickets. More information on bot DMs [here](https://help.unthread.unthread.io/articles/d955cd9d-eeed-4c43-b746-86f402977760).\n\n## Multi-Party Instant Messages (Group DMs)\n\n`mpim:history`\n\n- **Description**: View messages and other content in group direct messages that Unthread has been added to\n- **Request Reason**: This allows you to track group messages as tickets if the Unthread is included.\n\n`mpim:read`\n\n- **Description**: View basic information about group direct messages that Unthread has been added to\n- **Request Reason**: This allows you to track group messages as tickets if the Unthread is included.\n\n## Pins\n\n`pins:write`\n\n- **Description**: Add and remove pinned messages and files\n- **Request Reason**: This allows you to pin a ticket history view to the top of a channel so members can view the status of previous tickets they’ve submitted. More information on that [here](https://help.unthread.unthread.io/articles/7ac9e92c-e4aa-459f-a668-16a53c91e545).\n\n## Reactions\n\n`reactions:read`\n\n- **Description**: View emoji reactions and their associated content in channels and conversations that Unthread has been added to\n- **Request Reason**: This allows you to see message reactions from the web dashboard. You can see both standard and custom emojis for a conversation thread.\n\n`reactions:write`\n\n- **Description**: Add and edit emoji reactions\n- **Request Reason**: This allows you to add emoji reactions to messages from the web dashboard. You can add both standard and custom emojis to a conversation thread.\n\n## Team\n\n`team:read`\n\n- **Description**: View the name, email domain, and icon for workspaces Unthread is connected to\n- **Request Reason**: This allows you to see team members in your workspace and set them as agents and assignees.\n\n## User Groups\n\n`usergroups:read`\n\n- **Description**: View user groups in a workspace\n- **Request Reason**: This allows you to set groups as assignees of tickets (for example, assigning to an on-call rotation).\n\n`usergroups:write`\n\n- **Description**: Create and manage user groups\n- **Request Reason**: This allows you to update a user group for an on-call rotation. More information on using user groups can be found here ↗.\n\n## Users\n\n`users.profile:read`\n\n- **Description**: View profile details about people in a workspace\n- **Request Reason**: This allows you to have the user’s most recent name and photo up to date. When selecting an assignee, we’ll show you the name and photo of the user being selected.\n\n`users:read`\n\n- **Description**: View people in a workspace\n- **Request Reason**: This allows you to see team members in your workspace and set them as agents and assignees.\n\n`users:read.email`\n\n- **Description**: View email addresses of people in a workspace\n- **Request Reason**: This allows you to have the latest email address available for users if using our email support ticketing functionality.","2025-07-21T16:04:45.201Z","2025-11-03T20:22:57.341Z","b7f40037-b033-4d6b-8d6e-17c2731b82ff",{"_25":279,"_68":284},[],[],{"_56":640,"_159":641,"_161":642,"_163":213,"_13":-5,"_102":643,"_104":644,"_25":645,"_168":646,"_171":647,"_173":648},"SLAs","https://docs.unthread.io/conversations/slas","Unthread provides a series of automations to ensure that your customers are always responded to and issues are always resolved in the shortest time possible.\n\nAssignment rules will run automatically when a new conversation is created and will run until a response is given to the customer.\n\nEscalation paths and SLAs can be set on a per-customer basis, so you can set different rules depending on your relationship with that account.\n\n## Configuring SLAs\n\nSLAs are the primary way to set rules to ensure an initial response to a customer. These SLAs are set on a per-project basis and can be configured using the following steps:\n\n1. Navigate to the “Settings” menu in the left sidebar\n2. Select the project for which you want to configure SLAs, then click on the “Settings” tab\n3. Under the “Support Steps & SLAs” section, you can configure the SLAs that will be used for each project.\n\n![sla-assignments.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsla-assignments.png?alt=media)\n\n## \n\n## SLA Options\n\n### Assign Conversation\n\nYou can assign conversations to an individual or a Slack user group, which will send them a notification about the conversation.\n\n**Assign to Individual**\n\nYou can choose an individual person by their name and email address.\n\n**Assign to Primary or Secondary Support Rep**\n\nWhen selected, the user listed as the primary or secondary support rep of the customer will be assigned. You can set per-customer support reps by navigating to the “Accounts” menu in the left sidebar, then select the corresponding account.\n\n**Assign to User Group**\n\nYou can assign dynamically to a [Slack user group](https://slack.com/help/articles/360003534892-Browse-people-and-user-groups-in-Slack) (e.g. “@on-call”). You can choose to either:\n\n- Assign to one member of the group\n- Cycle through members of the group, giving each member a specific amount of time to respond before reassigning\n\nThe system will choose a member of the group in a **Round Robin** fashion.\n\nWe have a section below on how to leverage User Groups to create Rotations for on-call teams and time-based assignment.\n\nℹ️ *Do you use PagerDuty to manage your on-call? Perfect, check out our [PagerDuty on-call integration](https://help.unthread.unthread.io/articles/099e8706-7152-4362-a924-586915f6a256)*\n\nℹ️ *Do you have primary support reps stored in your CRM? Awesome, check out our [Salesforce](https://help.unthread.unthread.io/articles/0bb68426-81de-4ddf-b93b-c43623f79748) and [Hubspot](https://help.unthread.unthread.io/articles/b0997441-38fb-44e1-b3b4-930046b46933) integrations*\n\n### Escalate conversation\n\nThis will increment the “Escalation” level, and reassign the conversation to someone else on your team. The new assignee will get a DM of the escalation, and the message will appear in [their inbox](https://help.unthread.unthread.io/articles/4a4b3193-b2b2-4195-ba4b-7ab72362d887).\n\nWe’ll provide reports on how often messages are being escalated to help you identify shortcomings in your process.\n\n### Send Slack reminder to assignee\n\nThis will send an automated message from Unthread to the current assignee of the message reminding them of the open ticket. This can be a helpful ping for forgetful folks!\n\n### Post conversation to triage channel\n\nThis will automatically triage the message to an internal channel for further discussion. You’ll define the triage channel globally on your main settings page.\n\n📖 *Learn more about:[**Triaging issues with your team**](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db)*\n\n## Managing Eligible Assignees\n\nBy default, anyone in your account’s email domain with the “Agent” or “Owner” role will be eligible to be assigned tickets, and anyone outside of the domain is considered a “Customer.” Standard is the default role for any users added to a project and only allows users to comment on tickets. Customer messages will trigger tickets if you have automatic ticket tracking enabled.\n\nAnyone on your team who is eligible for assignments will be assigned conversations when they respond, and it will automatically change the status of the conversation to “In progress”.\n\n### Channel-level Eligibility\n\nMembers of a channel are marked as a “Customer”, meaning their messages trigger new tickets, or an “Agent”, meaning their responses will move tickets to in progress. Customer messages will trigger tickets if you have [automatic ticket tracking](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1) enabled.\n\n- For Slack Connect channels shared outside of your organization, anyone who is not a member of your team will be a Customer by default.\n- For internal channels like #it-support, everyone will be a Customer by default, and you can specify who the Agents are who will be responding to tickets\n\n![member-options.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmember-options.png?alt=media)\n\nYou can always toggle users from Customer to Agent and vice versa.\n\n### Team-level Eligibility\n\nFrom your “People” tab in your Unthread dashboard, you’ll see a column titled “Can Respond to Tickets”. If set to “yes”, then they can be assigned new conversations and mark them as in progress when they respond to a customer. You can override this setting by clicking on the user name and going to their profile.\n\nBy default, all team members are eligible to respond to customer conversations, but you can also manage the default by clicking the “Options” button in the team tab.\n\n![team-options.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fteam-options.png?alt=media)\n\nℹ️ *Editing this option is an advanced setting, and you’ll need to be sure that you have some team members eligible to respond in order to properly track response times.*\n\n## Rotations\n\nUnthread will leverage Slack User Groups to set up rotations of assignees that can distribute tickets evenly across a given set of team members. To configure rotations, navigate to “Settings” > select the project for which you want to configure rotations, then click on the “Settings” tab and scroll down to “Support Steps & SLAs”\n\n![sla-assignments (1).png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsla-assignments%20\\(1\\).png?alt=media)\n\nKey Settings to highlight:\n\n- **Assign to individual or cycle through**: Opt to assign tickets directly to an individual or continue to rotate assignments to different team members if there is no reply.\n- **Cycle To Next Agent After**: If an agent doesn’t respond to a customer ticket within a designated time, the ticket will be reassigned to another team member.\n- **Max Number Of Reassignments**: Define the maximum number of reassignment cycles a ticket will undergo if it remains unaddressed. Select the **no max** option which will cause this cycle to continue or **rotate** amongst your team members.\n\nUnthread uses Round Robin to distribute tickets evenly among the team members.\n\n## Cross-Regional Support Teams\n\nMany customers seek the ability to assign cross-regional support based on operating hours. For example, you may have a team in New York and another in London that should be able to collectively address customer issues around the clock.\n\n## To enable cross-regional support, follow these steps:\n\n### Enable Away Tracking\n\nFirst, you’ll need to enable away tracking so Unthread can automatically determine team member availability based on their Slack status. Please review our Away Tracking documentation to set this up.\n\n### Configure SLA Settings\n\nOnce away tracking is enabled, navigate to your project’s SLA settings and create a new configuration for cross-regional support. As an example, consider 2 support teams that operate in different timezones:\n\n- New York Team\n- London Team\n\nIn this case, we’ll assign to each team, and skip over the one that isn’t currently online or available.\n\n![cross-regional-support-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcross-regional-support-3.png?alt=media)\n\nYou’ll see an option for **Go to next step if no assignee is found?** and select ‘yes’. This ensures that if all support reps are offline after business hours, Unthread will automatically proceed to the next step.\n\nIn the next step, next to the **Assign conversation to** section, designate the London Team as the assignee. If no one in the New York team is online, the ticket will be re-routed instead to the London team.\n\n![cross-regional-support-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fcross-regional-support-2.png?alt=media)\n\nℹ️ *Be sure to check out our documentation to learn more [**tips & tricks**](https://help.unthread.unthread.io/articles/11871add-53bb-4574-a88b-9efdb03ee30f) for using Unthread!*\n\n## Handling Holidays & Vacations\n\nYou can set an away status and a back-up representative for any team member who won’t be online for a given time frame. You can either manually set away status or sync away status from Slack.","2023-12-03T18:55:49.829Z","2025-09-12T17:43:22.188Z","fd9eb70a-c41c-4915-ab29-12d4c46743fb",{"_25":213,"_68":218},[],[],{"_56":650,"_159":-5,"_161":651,"_163":-5,"_13":38,"_102":652,"_104":652,"_25":653,"_168":-5,"_171":654,"_173":655},"Spark Job Fails with GC overhead limit exceeded","1. **Increase Executor Memory**\\\n Open your Spark config and try increasing memory setting\n\n ```\n --executor-memory 6g \n --driver-memory 8g\n ```\n\n Start with 6–8GB and adjust upward if needed.\n\n2. **Reduce Data Skew**\\\n If you’re performing a `.groupBy()` or `.join()`, skewed keys (a few keys with a large number of rows) may be causing memory pressure.\n\n - Use `.repartition()` to better distribute data.\n\n - Consider salting large keys or breaking up joins into smaller pieces.\n\n3. **Cache Intermediate Results**\\\n If the same dataset is being used multiple times, add `.cache()` or `.persist()` to avoid recomputing expensive operations.\n\n4. **Adjust Parallelism**\\\n Ensure you have enough partitionss\n\n ```\n df = df.repartition(800)\n ```\n\n This gives Spark more tasks to distribute memory usage across executors.\n\n5. **Disable or Relax GC Overhead Limit** *(Optional)*\\\n You can temporarily bypass the JVM's GC overhead limit to test if your job can still succeed:\n\n ```\n --conf \"spark.executor.extraJavaOptions=-XX:-UseGCOverheadLimit\"\n ```\n\n**Still Stuck?**\n\n- Check the Spark UI for memory-heavy stages.\n\n- Review the size of shuffle data and number of spilled records.\n\n- Reach out to your platform admin or data engineering team with the full error and config.","2025-07-02T14:52:03.572Z","31311789-0f4e-4018-897a-253a949e3b65",[],[],{"_56":657,"_159":658,"_161":659,"_163":376,"_13":-5,"_102":660,"_104":661,"_25":662,"_168":663,"_171":664,"_173":665},"Task Managers","https://docs.unthread.io/integrations/task-managers","Unthread can help you solve customer issues right from Slack instantly, but there are times when you’ll need to create tasks for your team members. This can be a bug report or a feature request that you’d want to link to a customer conversation. With Unthread’s task management integrations, you can create & link these tickets to your conversations without leaving Slack.\n\n## Supported Task Managers\n\nWe integrate with the following task managers today:\n\n- Linear\n- Asana\n- Jira\n- GitHub Issues\n- ClickUp\n- Height\n- Shortcut\n- Monday.com\n\n## How Task Management Works\n\n## ![task-manager.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftask-manager.gif?alt=media)\n\nFrom the “Edit Conversation” screen, you’ll have the option to add a task. \n\nYou can opt to create a new task or link to an existing one in your backlog. When you create a new task, we’ll automatically link the Slack thread and the Unthread conversation to the ticket details. \n\nWhen you Triage a conversation, you’ll see tickets linked to that conversation, and you have the ability to add more or mark them as complete right from the overflow options. \n\nWhen tasks are completed, you’ll see the status update in Slack, and the owner of the conversation will be notified so they can let the customer know. \n\n![task-triage.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftask-triage.png?alt=media)\n\n## Linking Existing Tasks\n\nIf you have existing tasks that you’d like to link to an Unthread conversation, there are many ways to do this – simply pick the one that fits your workflow the best. \n\nTo link tasks manually:\n\n- Paste the link or ID of the task into the Unthread Slack or web dashboard\n\nTo link tasks ✨magically✨, any of the following will link a task to your Unthread conversation:\n\n- Use your favorite task management Slack app (like the Linear or Jira Slack app for example) and create a task from the thread. Unthread will detect any matching conversations and automatically link!\n- Add a comment to an existing task that includes the Slack thread link or the Unthread link\n- Paste a link to the task (in the Linear or Jira dashboard for example) into the [triage thread](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) for that conversation, and Unthread will detect and link the task\n\n## Notifications & Automations\n\n![task-manager-message.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftask-manager-message.png?alt=media) \n\nUnthread can automatically sync comments, update conversations, and more based on the status of tasks in your task manager. Here are just some of the automations you can set up:\n\n- Automatically sync all comments from the main Slack thread or the triage thread to the task manager\n- Automatically sync all comments from the task manager back to the conversation\n- Automatically close a task when a conversation is marked as resolved\n- Automatically add a follower to a task when a conversation is assigned to someone\n- Automatically notify conversation owners when a task is updated\n- Automatically post status changes from the task manager to the triage thread\n\n## Getting Access\n\nTask manager integration is available for Startup plans and above. Visit the “Apps & Integrations” section in your Unthread settings to get started!\n\n## Setup Instructions\n\nHead over to “Settings” > “Apps & Integrations”, and find your task manager. You’ll see a “Configure” button to prompt you to set it up. \n\nFor most of our supported task managers, getting setup simply requires approving Unthread to access the task manager’s API. For some task managers, there are additional steps required to get setup. Please follow the instructions below for your task manager:\n\n- Shortcut: We require you to manually create an API token and webhook within Shortcut. [Create a Shortcut API token](https://help.shortcut.com/hc/en-us/articles/205701199-Shortcut-API-Tokens) and provide it to Unthread when prompted during configuration. Unthread will then provide you with a webhook URL and secret. Use these to [create a new webhook in Shortcut](https://help.shortcut.com/hc/en-us/articles/115005093963-Setting-up-Outgoing-Webhooks-).\n- Height: We require you to manually create an API token and webhook within Height. Create a Height API token and provide it to Unthread when prompted during configuration.\n- GitHub: You must be an organization admin in GitHub in order to setup the integration.\n- Monday.com: The Unthread app must be installed into your Monday.com workspace before you can configure the integration. You can install the app by visiting .\n\n## FAQ\n\n- Can I use my task manager’s Slack app to create tasks instead of the Unthread app?\n - Yes, you can. As long as a task contains a link to a Slack message that is part of an Unthread conversation, that task will be automatically linked in Unthread. This will happen whether you create the task within your task manager’s web app or through their Slack app. You can even add a comment with the URL of a Slack message to link an existing task.\n- Can I add tags and labels to tasks created from Unthread?\n - The Unthread app only supports the most basic task fields for each task manager. If you would like to add more fields, you can do so by creating a task in your task manager’s Slack app which may support more options specific to that task manager.\n- I don’t see my task manager listed – can you support it?\n - We’re always looking to add more integrations. If you’d like to see your task manager supported, please let us know on our Slack Connect channel.","2023-12-03T18:55:52.789Z","2025-09-11T21:05:57.482Z","725d8d89-08c6-4369-97f7-435c8a57f414",{"_25":376,"_68":381},[],[],{"_56":667,"_159":668,"_161":669,"_163":247,"_13":-5,"_102":670,"_104":671,"_25":672,"_168":673,"_171":674,"_173":675},"Templates & Canned Responses","https://docs.unthread.io/engagement/templates","Templates are ways to easily re-use messages and snippets to instantly send them as a reply in a conversation. Templates can use rich formatting with embedded images, buttons, and even [surveys](https://docs.unthread.io/engagement/engagement/surveys). Let’s look at how they work!\n\n## Creating a Template\n\nFrom your dashboard, head to **“Outbound” > “Templates”** where you can manage your list of templates. You can create different survey types and track analytics on each type over time.\n\n![new-template.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-template.png?alt=media)\n\n## \n\n## Sending a Template Message\n\nYou can easily insert templates when respoding to customers. In your unthread dashboard, use the ”/” command and select “Insert template” to insert a template into a message. You can also send a survey when closing out a conversation to collect immediate feedback. Using a “template”, you can link a survey and any other message content to easily send from your Unthread dashboard, as seen below.\n\n![survey.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey.gif?alt=media)\n\n💡 *Looking for automated responses generated from your documentation rather than manually created templates? You’re probably interested in [**AI-generated responses**](https://help.unthread.unthread.io/articles/702292cb-0523-4cb8-bc3f-05583306b466).*","2023-12-03T18:55:51.956Z","2025-09-11T19:09:20.103Z","3c54913d-e295-4b40-9610-6c7ac5ad518a",{"_25":247,"_68":252},[],[],{"_56":677,"_159":678,"_161":679,"_163":213,"_13":-5,"_102":680,"_104":681,"_25":682,"_168":683,"_171":684,"_173":685},"Ticket Types ","https://docs.unthread.io/conversations/ticket-types","## Introduction\n\nTicket types help you to categorize your conversations and collect information from customers when tickets are created. See the video below for an example of a ticket created in Slack.\n\n![ticket-types.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fticket-types.gif?alt=media)\n\n## Custom Ticket Properties\n\n![ticket-type-details.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fticket-type-details.png?alt=media)\n\nTicket types can each have their own unique properties, which can be entered manually or automatically detected by [Unthread AI](https://help.unthread.unthread.io/articles/b4e7688a-cd0c-48bd-8df3-3d0dd74b2769). To configure ticket types, navigate to the “Settings” menu in the left sidebar, then select “Settings” under your desired project. Note that ticket types are configured on a per-project basis.” Property types include:\n\n- Short answer (text field)\n- Long answer (multi-line text field)\n- Single-select (single selection from a list of options)\n- Multi-select (multiple selections from a list of options)\n- Checkbox\n- Date\n- User selector (select a user from a list of users)\n- File upload (upload a file)\n\nAdditional options include:\n\n- Required (indicating whether the field must be filled for a ticket to be created)\n- Visible (whether the property is visible to the customer or only used internally)\n- Filtering (conditionally showing or hiding the property based on the value of another input)\n- Dynamically pulling a list from an external source (using an [external select function](https://help.unthread.unthread.io/articles/e342f975-b5f9-4249-97c7-e369026db481))\n\n![Dynamic Custom Fields.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FDynamic%20Custom%20Fields.gif?alt=media)\n\n## Requesting Additional Fields in Slack\n\n![ticket-thread.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fticket-thread.png?alt=media)\n\nBy default, Ticket Types are not shown to customers, but you can enable a custom form for users to fill out when creating a new ticket. \n\nA ticket type will be detected automatically using [Unthread AI](https://help.unthread.unthread.io/articles/b4e7688a-cd0c-48bd-8df3-3d0dd74b2769). The customer can choose to confirm or change the ticket type before continuing. \n\nAfter confirming, additional ticket properties will be collected if any are specified. See the section below on the different types of properties that can be requested. \n\nOnce the required fields are provided, the ticket is created, [assigned](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb), and a preview of the ticket is shown in the thread.\n\n## Pop-up Ticket Forms\n\n![ticket-pop-up.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fticket-pop-up.png?alt=media)\n\nSimplify ticket submission by enabling the pop-up form in Slack and the Unthread web dashboard. Capture all essential details upfront to resolve issues quickly. Enabling the Ticket Type pop-up form in Slack\n\n- Open your Unthread Dashboard.\n- Go to “Channels” and click on the name of the channel where you want to enable the pop-up form.\n- Go to “Settings” and enable the [In-channel ticket tracker.](https://help.unthread.unthread.io/articles/7ac9e92c-e4aa-459f-a668-16a53c91e545)\n\n## Analytics\n\nFrom the “Analytics” tab of your dashboard, you can view a report of tickets broken down by ticket type. This means you’ll be able to analyze:\n\n- How many tickets per ticket type\n- Average & median response time per ticket type\n- Average & median resolution time per ticket type\n\n## Getting Started with Ticket Types\n\nAs a platform admin, you can set up your ticket types by navigating to “Settings” > Under the corresponding project click on “Ticket Types” from your Unthread dashboard.","2024-01-26T16:42:57.309Z","2025-09-12T15:26:21.483Z","43cfb748-5e4c-420d-8c03-f922f6bb7dad",{"_25":213,"_68":218},[],[],{"_56":687,"_159":688,"_161":689,"_163":531,"_13":-5,"_102":690,"_104":691,"_25":692,"_168":693,"_171":694,"_173":695},"Tips & Tricks for Managing Your Inbox","https://docs.unthread.io/inbox/tips-tricks","Unthread allows you to manage all of your conversations across Slack, email, Microsoft Teams, in-app chat, and more from a single inbox – either natively in Slack or through our web app.\n\nLet’s go through a few recommendations to help you scale up support across all these channels.\n\n## Create Custom Inbox Filters\n\nFrom the web dashboard, you can filter for specific messages by customer, status, assignee, and more. You’ll see a “Save…” button that allows you to save this as a custom filter that will appear in your left navigation bar for easy access. How to save a filter: \n\n![save-filter.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsave-filter.png?alt=media)\n\n Where saved filter appear in the dashboard: \n\n![filters.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ffilters.png?alt=media)\n\n## Set Your Away Status\n\nYou can set yourself as away when you leave for vacation and reassign conversations to a back-up representative. If you select a back-up representative, any assignments to you in your [SLA](https://docs.unthread.io/conversations/slas) will instead go to the person specified.\n\n### From Slack\n\nClick the ⚙️ icon from the Unthread app, and you’ll see a pop-up modal to mark yourself away. \n\n![away-slack.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Faway-slack.png?alt=media)\n\n### From the Web\n\nFrom your Unthread dashboard, go to your profile page, and you’ll see a settings box to manage this setting. \n\n![away-web.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Faway-web.png?alt=media)\n\n### Automatically Set Away Status from Slack Status\n\nIf you’re a company admin, you can navigate to the “Settings” > “Slack” page, and set up certain emojis to indicate when someone is away. If your team leverages tools like **Clockwise** or another calendar management tool with Slack support, we recommend adding the same emojis here so that your statuses sync to Unthread. You can also read a user’s “Do Not Disturb” setting, and choose to set them away if this setting is enabled. \n\n![away-tracking.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Faway-tracking.png?alt=media)\n\n💡*If you have pre-defined support schedules, you can use Slack’s built-in status syncing to share this status with Unthread.*\n\n*This allows you to set up schedules from a single place and have them sync to both Slack and Unthread!*\n\n*We recently published a blog post on [**how to set up support schedules and rotations**](https://unthread.io/blog/how-to-manage-on-call-schedules-in-slack/) with additional tips.*\n\n## Use Emojis to Set Ticket Status\n\nYou can update conversation statuses by applying a Slack emoji to the thread. Whenever an agent applies an emoji to the top-level message in the thread, the status will change based on your emoji configuration. \n\n![emojis.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Femojis.png?alt=media)\n\n## Automatically Close Tickets\n\nℹ️ *This is a global setting configured by platform admins*\n\nFrom the “Settings” > “General” page, you can enable automatic closing of tickets due to inactivity. There is an additional setting to only auto-close if the last message was sent by a support rep and is waiting on a customer.\n\n## Set to “Needs Response” on Reply\n\nℹ️ *This is a global setting configured by platform admins* \n\nBy default, conversations are moved from “Needs Response” to “In Progress” when a support rep responds, and will stay in this status until changed manually. \n\nAlternatively, you can enable a setting to move conversations back to the “Needs Response” state for existing tickets whenever a customer replies. You’ll find this setting under “Settings” > “General”, and scroll to “Conversation Settings”.","2023-12-03T18:55:50.710Z","2025-09-11T19:16:38.016Z","11871add-53bb-4574-a88b-9efdb03ee30f",{"_25":531,"_68":536},[],[],{"_56":697,"_159":698,"_161":699,"_163":291,"_13":-5,"_102":700,"_104":701,"_25":702,"_168":703,"_171":704,"_173":705},"Tracking New Conversations","https://docs.unthread.io/account-setup/tracking-convo","Once you have [added the Unthread app for Slack](https://help.unthread.unthread.io/articles/3921b870-b576-4645-b7cf-8a80bf7bef8e) and connected it to one of your channels, you’ll automatically start seeing conversations tracked in your [inbox](https://help.unthread.unthread.io/articles/4a4b3193-b2b2-4195-ba4b-7ab72362d887).\n\n## ⚡️ Automatic Tracking (Default)\n\nThe 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](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1).\n\n![new-conversation-ephemeral.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-conversation-ephemeral.png?alt=media)\n\n### If you don’t see tickets (and auto-replies aren’t sending)\n\nIf **automatic conversation tracking** is turned off, Unthread will not automatically track new Slack messages as tickets. This typically means:\n\n- You won’t see new tickets appear in your Unthread inbox.\n- Time-based auto-replies (for example, a non-working-hours autoresponder) won’t send.\n\nTo re-enable automatic conversation tracking, go to your Unthread dashboard: **Settings → Slack** (for example: `https://yourcompany.unthread.io/dashboard/settings/slack`).\n\n## 🔎 Manually Tracking Conversations\n\nIf you’d like to track a conversation now without a customer message, you can add one manually.\n\n### Use Emojis\n\nBy default, the 🎫 emoji will trigger a new ticket. You can customize this in the “Settings” > “Slack” section of your dashboard\n\n### Use a Message Shortcut\n\nTo use the message shortcut:\n\n- Hover over a message in a channel\n- Click the three dots, and select “Manage conversation”. Note: if you don’t see that option, you may need to click “More message shortcuts…”\n- A modal will appear with some basic details. Click “Save” and you’ll see it in your inbox!\n\n![manually-create-convo.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmanually-create-convo.gif?alt=media)\n\n💡 *You can manually create conversations from DMs to track them for later!*\n\n## ℹ️ Troubleshooting\n\n### Someone sent a message in the channel but I don’t see it tracked?\n\nThis may be because of the following:\n\n- 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.\n- The channel must be connected to Unthread. Read up on [how to connect your channels](https://help.unthread.unthread.io/articles/722e6f03-80f6-465b-bad0-d719dd3ab9dc).\n- Do you have automating ticket tracking disabled? You can find this under Settings > Slack.\n- Greetings and thank you’s are automatically ignored and won’t create a conversation.\n\nℹ️ *Woo! Now that we’re seeing tickets, let’s dive into more specifics in “[How conversations are tracked](https://help.unthread.unthread.io/articles/81cba2a4-4280-4a61-ac01-328932ac36f1)”.*","2023-12-03T18:55:49.181Z","2025-12-19T20:20:31.663Z","b064a634-bd6f-4812-aed5-b39db022f5ad",{"_25":291,"_68":296},[],[],{"_56":707,"_159":-5,"_161":708,"_163":279,"_13":-5,"_102":709,"_104":710,"_25":711,"_168":712,"_171":713,"_173":714},"Tracking Time Spent by Assignee on Tickets","To determine how much time each engineer spends on a specific ticket, you can utilize the \"waiting on agent time\" metric. This metric provides insights into the duration an agent is actively engaged with a ticket. By analyzing this data, you can effectively monitor and manage the time allocation of engineers on individual tickets.","2025-03-06T20:55:24.411Z","2025-10-30T18:39:41.781Z","43f7a70b-208a-40de-99a8-649e1a216420",{"_25":279,"_68":284},[],[],{"_56":716,"_159":717,"_161":718,"_163":213,"_13":-5,"_102":719,"_104":720,"_25":721,"_168":722,"_171":723,"_173":724},"Triaging with Your Team","https://docs.unthread.io/conversations/triaging","## What is Triaging?\n\nTriaging is how you take conversations from customer channels and cross-post them to an internal channel. \n\nThink of a triaged message as a private thread about a customer issue that’s automatically created for each issue.\n\n## Triage Channel\n\nWe recommend setting a global triage channel where customer issues are cross-posted by default. This can serve as an easy daily summary of issues being handled. \n\nThe triaged message will automatically update to show:\n\n- Status of the customer conversation\n- Current assignee\n- Note & tags\n- Any linked tasks\n- A deep link to navigate to the customer-facing thread\n\n![triage-channel.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftriage-channel.png?alt=media)\n\n## Temporary Triage Channels\n\nYou may need to spin up a side conversation for a ticket with a specific audience that doesn’t fit into an existing channel. In that case, you can create a temporary new channel linked to the conversation and start a private conversation there.\n\nThis channel will automatically be archived when the conversation is closed, and it will be unarchived if the conversations is opened again. This will keep your channel list clean and sane. \n\n![triage-temporary.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftriage-temporary.png?alt=media)\n\n## Per-Customer Triage Channels\n\nTypically larger accounts may have a dedicated internal channel for each of their customer channels. Example:\n\n- `ext-dundermifflin-sabre` (shared channel)\n- `ext-dundermifflin-sabre-internal` (private channel)\n\nIn this case, you can connect the customer-specific triage channel to the shared customer channel. This means new conversations in `ext-dundermifflin-sabre` will automatically be posted also to `ext-dundermifflin-sabre-internal`. \n\nTo do this, go to a Channel’s settings page, and click “Override triage channel.”\n\n## Manually Triaging\n\nIf you’d like to manually cross-post a conversation to a different channel, you can select the “Triage” option from the manage conversation modal. \n\n![triaging-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftriaging-1.png?alt=media)\n\nAfter confirming, the contents of the thread will be cross-posted to the given channel and any user tagged will be notified.\n\n## Setting up Triage Settings\n\nTo set up a default Triage channel, head over to “Settings” > General, and you’ll see a dropdown at the top. You can also set a custom Triage channel per customer by clicking on a channel profile and navigating to the “Settings” tab on the left.","2023-12-03T18:55:50.027Z","2025-09-10T21:00:46.528Z","016a0ff3-d7ba-40bc-bbd6-9676c04854db",{"_25":213,"_68":218},[],[],{"_56":726,"_159":-5,"_161":727,"_163":279,"_13":-5,"_102":728,"_104":729,"_25":730,"_168":731,"_171":732,"_173":733},"Understanding Ticket Types, Tags, and Custom Fields in Unthread","This article provides clarity on the usage of Ticket Types, Tags, and Custom Fields in Unthread, as well as the meaning of \"Submitted By\" in the Inbox view.\n\n### Ticket Types vs. Tags\n\n- **Ticket Types**: These are used for categorizing conversations and allow for custom attributes to be associated with each type. This involves manual selection via dropdowns or other inputs.\n- **Tags**: These are simpler categorizations that can be applied to conversations and customers. Tags can be set manually or automatically by AI.\n- **Recommendation**: Use Ticket Types if custom attributes are needed; otherwise, Tags are a streamlined option for categorization.\n\n### \"Submitted By\" Definition\n\n- The \"Submitted By\" field in the Inbox view refers to the initiator of the conversation.\n- This can be used to track individual initiators and analyze the topics they frequently address by filtering analytics by submitter and viewing the breakdown by Tags.\n\n### Custom Fields vs. Tags in the Customer View\n\n- **Custom Fields**: These are custom profile attributes that can be set up and viewed when managing a conversation.\n- **Customer Tags**: These are standard categorizations for accounts, useful for custom filtering and reporting.\n\nBy understanding these features, you can effectively categorize and analyze conversations and customer interactions in Unthread.","2024-12-17T15:34:18.585Z","2025-10-30T18:39:41.780Z","9417c561-404f-4ee3-84d8-27b689eb8169",{"_25":279,"_68":284},[],[],{"_56":735,"_159":736,"_161":737,"_163":376,"_13":-5,"_102":738,"_104":739,"_25":740,"_168":741,"_171":742,"_173":743},"Vitally (beta)","https://docs.unthread.io/integrations/vitally","Unthread’s integration with Vitally gives you a clear picture of your customer communication by allowing you to sync customer conversations from Unthread to Vitally.\n\n## How it works\n\nThe integration works by syncing Unthread conversations to Vitally and associating them with the correct customer.\n\n## Installation\n\n1. From your Vitally dashboard, generate a [Basic API key](https://docs.vitally.io/en/articles/9880649-rest-api-overview#h_0e8fbb8daf)\n2. In your Unthread dashboard, navigate to the “Settings” -> “Automations” page, and select the “Configuration” tab\n3. Under “Automation Secrets”, click ”+ Add Secret”\n4. Add a new secret with the following key/value pair:\n - Key: `VITALLY_BASIC`\n - Value: The API key you generated in step 1\n5. Contact your Unthread account manager to enable the integration!\n\n![vitally-token.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fvitally-token.png?alt=media)","2025-07-21T16:04:33.187Z","2025-09-11T21:08:27.079Z","15675d67-acd8-4377-9793-4e00b2570791",{"_25":376,"_68":381},[],[],{"_56":745,"_159":746,"_161":747,"_163":164,"_13":-5,"_102":748,"_104":749,"_25":750,"_168":751,"_171":752,"_173":753},"Volume Analytics","https://docs.unthread.io/analytics/Analytics-Volume","## Introduction\n\nNavigate to **Analytics > Volume** to view conversation volume metrics and understand your support team’s workload patterns. Every support team has its busy seasons and quiet moments. Volume analytics help you spot patterns in conversation volumes and understand your workload trends over time.\n\n## Key Report Types\n\n- **Message Volume** - Total number of messages received or sent within a period\n- **Daily Averages** - Average message volume per day\n- **Day of Week Analysis** - Volume patterns by day of the week\n- **Hourly Breakdown** - Volume patterns by hour of the day\n\n**ℹ️** *Volume analytics help you plan staffing, identify peak support hours, and understand seasonal patterns in customer inquiries.*\n\n## Understanding Your Data\n\n### Message Volume Trends\n\nTrack the total number of conversations and messages over time to identify:\n\n- Peak support periods\n- Seasonal patterns\n- Growth trends\n- Channel-specific volume differences\n\n### Daily and Hourly Patterns\n\nAnalyze your data by day of week and hour to:\n\n- Plan optimal staffing schedules\n- Identify when customers need support most\n- Balance workload across your team\n- Prepare for busy periods\n\n### Channel Performance\n\nCompare volume across different channels (Slack, email, in-app chat) to:\n\n- Understand customer preferences\n- Allocate resources effectively\n- Optimize channel-specific processes\n\n### Daily Operations\n\nReview volume analytics as part of your daily routine to:\n\n- Understand current workload\n- Plan team capacity\n- Identify unusual spikes in volume\n- Monitor channel distribution\n\n### Weekly Planning\n\nUse weekly volume data to:\n\n- Plan staffing for the upcoming week\n- Identify recurring patterns\n- Adjust processes based on volume trends\n- Celebrate volume milestones\n\n### Monthly Analysis\n\nLeverage monthly volume insights for:\n\n- Strategic planning\n- Resource allocation\n- Process optimization\n- Performance benchmarking\n\n## Related Pages\n\n- [Performance Analytics](https://help.unthread.unthread.io/articles/29437d5b-06f8-4209-bec3-8a23e11413cf)\n- [Board Builder](https://help.unthread.unthread.io/articles/4e75cbc7-b67a-4946-a420-203034aff02d)\n- [Analytics Overview](https://help.unthread.unthread.io/articles/bac5f324-40af-44b9-adbc-8aaafbbbbbd7)","2025-09-09T18:48:12.938Z","2025-09-12T15:48:31.418Z","38dfaed6-c54a-4cf1-b2a0-115afdf4bf0e",{"_25":164,"_68":170},[],[],{"_56":755,"_159":756,"_161":757,"_163":201,"_13":-5,"_102":758,"_104":759,"_25":760,"_168":761,"_171":762,"_173":763},"Webhooks","https://docs.unthread.io/api-introduction/webhooks","Unthread provides webhooks which allow you to receive HTTP POST requests when data is created or updated.\n\n## Configuration\n\nCreate an HTTP endpoint capable of receiving and responding to POST requests containing JSON payloads. The endpoint must be publicly accessible and must use HTTPS. The endpoint should respond with a 200 status code within 30 seconds of receiving a request.\n\n### URL Verification\n\nWhen the endpoint URL is given to Unthread, Unthread will emit a “url_verification” event. Your endpoint must respond to this request with a 200 status code within 3 seconds.\n\n### Security\n\nTo ensure security, your endpoint should validate that event payloads are signed with the signing secret available from the Unthread dashboard. This ensures that the events are coming from Unthread and not from a malicious source. Create an HMAC-SHA256 hash of the request body using the singing secret as the key and compare it to the signature included in the “X-Unthread-Signature” HTTP header. If the two values match, then the signature is considered valid.\n\n### Payload\n\nEvents will have the following structure:\n\n```\n{\n \"event\": \"conversation_created\", // The event type.\n \"eventId\": \"49bac55d-5445-4e70-ad72-c87e2e8adb3f\", // Unique ID for the event.\n \"eventTimestamp\": 1678732685142, // When the event took place, in milliseconds.\n \"webhookTimestamp\": 1678732685382, // When the event was sent, in milliseconds.\n \"data\": {\n // The event data, depends on the event type.\n \"id\": \"b72c8bcd-0387-4a6d-92b3-14016c3c53e5\"\n }\n}\n```\n\nThe following `event` types are supported:\n\n- `'conversation_created'`\n- `'conversation_updated'`\n- `'conversation_deleted'`\n- `'message_created'`\n\n### Retries\n\nIf the endpoint returns a status code other than 200 or it times out, the event will be retried up to 4 more times at increasing intervals. An “X-Unthread-Attempt-Number” HTTP header starting at 1 is included in every request to identify when a retry is occurring. If an endpoint fails consecutively more than 100 times or returns a 410 status code, it will be disabled automatically.\n\nIt is possible, though unlikely, that an event will be resent after succeeding. Your endpoint should be prepared to handle this case gracefully using the “eventId” property.\n\n## Examples\n\n```\nconst { createHmac } = require('crypto');\n\n// Example of how to get the rawBody property if using express:\n/***\napp.use(\n express.json({\n verify: (req, res, buf) => {\n req.rawBody = buf.toString();\n }\n })\n);\n***/\n\n// Replace the value here with one obtained from your Unthread dashboard.\nconst SIGNING_SECRET = 'your_signing_secret_here';\n\nfunction verifySignature(req) {\n // It's recommended to use raw request body content in the hash since JSON parsing might change it.\n const rawBody = req.rawBody;\n\tconst hmac = createHmac('sha256', SIGNING_SECRET).update(rawBody).digest('hex');\n\n\treturn return mac === req.get('x-unthread-signature');\n}\n\nfunction webhookHandler(req, res) {\n\tif (!verifySignature(req)) {\n\t\tres.sendStatus(403);\n\t\treturn;\n }\n\n\tconst { event, data } = req.body;\n\n if (event === 'url_verification') {\n // Respond within 3 seconds.\n res.status(200);\n return;\n }\n\n // Handle other event types here.\n\n // Default to returning 200.\n\tres.sendStatus(200);\n}\n```\n\n```\nimport hashlib\n\n# Replace the value here with one obtained from your Unthread dashboard.\nSIGNING_SECRET = 'your_signing_secret_here'\n\ndef verify_signature(request):\n hmac = hashlib.sha256(SIGNING_SECRET.encode('utf-8'), request.get_data(), digestmod=hashlib.sha256).hexdigest()\n\n return hmac == request.headers.get('x-unthread-signature')\n\n@app.route('/webhook', methods=['POST'])\ndef webhook():\n if not verify_signature(request):\n return 'Invalid signature', 403\n\n body = request.get_json()\n event = body.get('event')\n\n if event == 'url_verification':\n # Respond within 3 seconds.\n return 'OK', 200\n\n\t\t# Handle other event types here.\n\n # Default to returning 200.\n return 'OK', 200\n```\n\n## Zapier\n\nA webhook trigger is available as part of Unthread’s integration with Zapier. You will need to create a connection to Unthread using your Unthread API key and you will also need to provide your webhook signing secret. The Zapier integration will automatically configure your webhook within Unthread. The integration will automatically validate webhook event signatures and ignore any events with invalid signatures.\n\n## Make (Integromat)\n\nA webhook trigger is available as part of Unthread’s integration with Make. You will need to create a connection to Unthread using your Unthread API key and you will also need to provide your webhook signing secret. The Zapier integration will automatically configure your webhook within Unthread. The integration will NOT automatically validate webhook event signatures however it is possible to configure your scenario to validate the signature. Add a “Transform to JSON” step and pass in the “payload” property from the Unthread webhook step. Then add a “Webhook Response” step with the following expression in the “Status” field: `if(sha256(; \"hex\"; ) = ; 200; 403)`. This will return a 403 status code if the signature is invalid.","2023-12-03T18:55:48.334Z","2025-09-10T20:02:58.314Z","2281de72-fe64-4357-a7ca-b2c078b33a8f",{"_25":201,"_68":206},[],[],{"_56":765,"_159":766,"_161":767,"_163":376,"_13":-5,"_102":768,"_104":769,"_25":770,"_168":771,"_171":772,"_173":773},"Zapier","https://docs.unthread.io/integrations/connecting-zapier","Zapier is an integrations platform that can be used to connect the tools you use and automate your workflows. Unthread connects to Zapier by allowing you to trigger your workflows in response to events such as new conversations. You can also run actions in Unthread in response to events from other tools. Workflows created in Zapier are called Zaps.\n\n## Adding the Zapier Integration\n\nYou will need to be an Unthread admin in order to connect to Zapier. Visit your Unthread dashboard and go to “Settings”, then “Service Accounts”. You will see a module allowing you to connect to Zapier.\n\n## Join the Beta Program\n\nFrom the Service accounts page, be sure to click “Join the beta”, to get early access to the Unthread for Zapier app. When you click, you’ll see something like this:\n\n![connecting-zapier-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fconnecting-zapier-1.png?alt=media)\n\n## Create a Service Account\n\nOnce you have connected Zapier, you will need to create a service account within your Unthread dashboard. Zapier will use this service account to trigger events and actions. Go back to your Unthread dashboard’s Service Accounts tab, click “Add service account”, give your service account a name, and click “Submit”. After creating the new service account, you will see a window displaying the service account’s API key. Copy this key and put it somewhere safe and secret. Once you close the window you will not be able to view the key again. This key will be entered into Zapier when you are ready to create your first Zap.\n\n## Creating Your First Zap\n\nWithin the Zapier dashboard, click “Create Zap”, to get started.\n\n![connecting-zapier-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fconnecting-zapier-2.png?alt=media)\n\n## Triggering Actions from Unthread Conversations\n\nYou will need to add Unthread as a trigger that will kick off your Zap. Search for Unthread in the integrations list and click it.\n\n![connecting-zapier-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fconnecting-zapier-3.png?alt=media)\n\nConfigure the Unthread trigger by selecting “Webhook Event Emitted” as the event type. Next, click “Sign in”, which will prompt you to enter the Unthread service account API key you created earlier.\n\n![connecting-zapier-4.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fconnecting-zapier-4.png?alt=media)\n\nAfter entering the service account API key, you can trigger a test request that will attempt to fetch a recently created conversation. You will need to have had a conversation created in the last 24 hours for the test request to succeed. Once this completes, you will be prompted to continue configuring your Zap with additional steps.\n\nℹ️ *Important: You will need to **Publish** your Zap to see request data start coming in.*\n\n📖 *Learn about [webhooks](https://help.unthread.unthread.io/articles/2281de72-fe64-4357-a7ca-b2c078b33a8f)*\n\n## Calling the Unthread API\n\nTo make changes to objects in the Unthread system, you can use the *Action* called “Call API”. You can use any endpoint and pass in any arbitrary data into your request.\n\n![connecting-zapier-5.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fconnecting-zapier-5.png?alt=media)\n\n## \n\n📖 *Read the [API docs](https://help.unthread.unthread.io/articles/72d90ae5-34de-42da-ad47-64b60c6b0d09)*","2023-12-03T18:55:47.595Z","2025-09-11T21:22:58.259Z","65ffe6d5-f52a-4a0d-84ec-64629a1b2054",{"_25":376,"_68":381},[],[],{"_56":775,"_159":776,"_161":777,"_163":376,"_13":-5,"_102":778,"_104":779,"_25":780,"_168":781,"_171":782,"_173":783},"Zendesk","https://docs.unthread.io/integrations/zendesk","## Introduction\n\nUnthread’s Zendesk integration allows you to scale up your Slack-based support without replacing legacy Zendesk systems and processes.\n\n## Feature overview\n\n- Use Unthread to automatically create Zendesk tickets based on new Slack conversations (this means using either [automated](https://help.unthread.unthread.io/articles/b064a634-bd6f-4812-aed5-b39db022f5ad) or manual tracking)\n- Sync tags, assignees, and statuses from the Unthread app to your Zendesk ticketing platform\n- Send replies from Zendesk and have them appear in your Slack channel or thread as yourself\n- Status changes in Zendesk will be reflected back in Unthread and in Slack (these can be shown in the [in-channel ticket tracker](https://help.unthread.unthread.io/articles/7ac9e92c-e4aa-459f-a668-16a53c91e545) in Slack)\n- Analytics in Zendesk will be updated automatically\n- You can still leverage Unthread’s [triage threads](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db), [assignment rules](https://help.unthread.unthread.io/articles/fd9eb70a-c41c-4915-ab29-12d4c46743fb), and [auto-responder](https://help.unthread.unthread.io/articles/db2c0583-d5ac-4b9f-94ad-2461f82ae4fc)\n\n## Custom Zendesk Fields\n\n- We also support mapping custom [Ticket Type](https://help.unthread.unthread.io/articles/43cfb748-5e4c-420d-8c03-f922f6bb7dad) input fields to Zendesk fields. To do this, we’ll name a mapping of the title of the Ticket Type input field (e.g. “Account Type”), and the unique ID of the Zendesk field property (e.g. “3000238230330)\n\n## Current Limitations\n\n- Attachments sent from Zendesk may only be available for download within Slack for several days before they need to be sent again.\n\n## Watch: Syncing Statuses\n\nSee the video below to see how statuses changed from Slack are reflected in real time in the Zendesk platform, and vice versa. This is also compatible with emoji shortcuts and all other Unthread automations.\n\n![syncing-statuses.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsyncing-statuses.gif?alt=media)\n\n## Installation (2 Steps)\n\nSetting up the integration requires taking action both within the Unthread and Zendesk UIs\n\nℹ️ *Important: Be sure to complete both steps listed here*\n\n### 1. Unthread UI:\n\n1. Visit the “Settings” -> “Apps & Integrations” page in your Unthread dashboard.\n2. Scroll to the bottom and click” Configure” under the Zendesk section.\n3. This will trigger a popup asking for your Zendesk subdomain. For example, if your Zendesk domain is “unthread.zendesk.com”, you would enter “unthread”. Enter that and hit “Confirm”.\n4. You will see a popup asking you if you would like to authorize Unthread to access the Zendesk API. Confirm this.\n5. You will see one more popup displaying a secret token. Copy this and put it somewhere safe. You will need it for a later step.\n6. (Optional) In some cases, we may not be able to determine the username and profile picture of the support rep replying from Zendesk. You can set a fallback username and picture from “Settings” -> “Account Admin” by filling out the “Support name” and “Support logo” fields.\n\n### 2. Zendesk UI:\n\n1. Visit the Unthread app from the [Zendesk marketplace](https://www.zendesk.com/marketplace/apps/support/943454/unthread) and click “Install”.\n2. You may be asked to log in to your Zendesk account. After logging in, click “Install” at the bottom of the page.\n3. Next, visit “Apps and integrations” -> “Channel apps” and click on the Unthread app.\n4. Go to the “Accounts” tab and click “Add account”.\n5. This will display a popup asking for a token. Enter the secret token that you copied from the Unthread UI earlier and hit “Save”.\n\n![zendesk-channel-app.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fzendesk-channel-app.png?alt=media)\n\n![zendesk-token.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fzendesk-token.png?alt=media)\n\nThat’s it! Now, when you open Unthread’s “Manage Conversation” modal within Slack, you will see the option to create a Zendesk ticket from the conversation and optionally assign it to a Zendesk group. Replies sent from Zendesk will be posted into the Slack thread with the correct username and profile picture and replies posted from Slack will be posted back to the Zendesk ticket. Attachments are supported bi-directionally. From within Zendesk, will also see links back to the Slack thread as well as to the conversation in the Unthread 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