\n>

Question 1: Does everyone know what are we launching?

\n> - [ ] **Internal alignment**\n> \t- [ ] Can we explain what this change is?\n> \t- [ ] Have you shared details of this change with other functions?\n> - [ ] **External messaging**\n> \t- [ ] How are we going to communicate our launch to customers?\n> \t- [ ] How will customers understand changes due to this launch?\n>\n>

\n>\n>

\n>

Question 2: Are we sure this is going to work?

\n> - [ ] **Quality**\n> \t- [ ] Has this product been tested appropriately?\n> \t- [ ] Have we checked for effects on other products? \n> \t- [ ] Have we done capacity planning?\n> \t- [ ] Do we have a contingency plan if the launch doesn’t go well?\n> - [ ] **Measurement**\n> \t- [ ] Do we know how to tell if this launch is a success or not? \n> \t- [ ] Can others see how this launch is going?\n>\n>

\n>\n>

\n>

Question 3: What are our launch steps?

\n> - [ ] **Plan**\n> \t- [ ] Have you agreed on launch audiences with PMM?\n> \t- [ ] Did we agree on launch steps with PMM?\n>\n>

\n>\n>\n> _🚀 It’s go time!_\n>\n>\n\n\n_... and feel free to link to other more detailed documents_\n\n\n","2025-04-23T15:16:14.641Z","31e2d4b7-d5de-4a2e-865c-3edcfcf02da8",[],[],{"_97":320,"_99":321,"_101":322,"_103":-5,"_13":-5,"_90":323,"_92":323,"_25":324,"_107":-5,"_108":325,"_110":326},"Example Tech Spec","https://www.notion.so/Example-Tech-Spec-094a20d665d74e63b0b2dd81a4e6a53c","\n# Problem statement\n\n\nWhat problem are you trying to solve? If there is a PRD, this can be a sync’ed block from the PRD. Link to any other documents that are relevant for background or context.\n\n\n## Goals\n\n\nWhat should be true after this project is implemented?\n\n\n## Non-goals\n\n\nWhat is explicitly not in scope and why?\n\n\n# Proposed solution\n\n\nWhat changes are required to solve this problem and achieve the project goals?\n\n\n**What are the high level architectural changes?**\n\n\nDiagrams can be very helpful here.\n\n\n**What are the high level data model changes?**\n\n\nThese should include any database schema changes, or any changes to structured fields, e.g. an existing JSON column.\n\n\n**What are the main changes to the UI?**\n\n\n## Risks\n\n\nWhat risks might be introduced by this set of changes? Consider running a [pre-mortem](https://www.notion.so/templates/pre-mortem-template) to raise risks. Be sure to capture mitigating these risks in the Implementation and Rollout Plans.\n\n\n**Are there any backwards-incompatible changes?**\n\n\n**Does this project have special implications for security and data privacy?**\n\n\n**Could this change significantly increase load on any of our backend systems?**\n\n\n**Does this project have any dependencies?**\n\n\n# Alternative solutions\n\n\nWhat alternatives did you consider? Describe the evaluation criteria for how you chose the proposed solution. \n\n\n# Implementation and rollout plan\n\n\nFill this section out based on what is relevant for the size and scope of this project. This section can also be TBD as the project is started, but you should gradually fill this in as the project progresses towards launch. \n\n\n**Does this project require a migration?**\n\n\nIf an extensive migration is necessary, write a separate tech spec for it, and link it here. Describe how to rollback in the event of an unsuccessful migration.\n\n\n**Is this project in an experiment or feature flagged?**\n\n\nDescribe how to support an incremental release if needed.\n\n\n## Success Criteria\n\n\n**How will you validate the solution is working correctly?**\n\n\nDescribe what automated and/or manual testing you will do. Does this project need load or stress testing? This can also be a separate Testing Plan doc that is shared with QA, and linked here.\n\n\n**What monitoring and alerting will you do to ensure this project doesn’t decrease performance and reliability?**\n\n\nE.g. Increased requests, latency, and error rates.\n\n","2025-04-23T15:16:04.895Z","28a24e4c-5eb5-46be-9b5f-f9a3bd96768f",[],[],{"_97":328,"_99":329,"_101":330,"_103":-5,"_13":-5,"_90":331,"_92":331,"_25":332,"_107":-5,"_108":333,"_110":334},"Freshservice (Beta) - Unthread","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://docs.unthread.io/account-setup/tracking-convo) or [manual](https://docs.unthread.io/integrations/tracking-convo#manually-tracking-conversations) 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://docs.unthread.io/engagement/in-channel-ticket-tracker) in Slack)\n* Analytics in Freshservice will be updated automatically\n* You can still leverage Unthread’s [triage threads](https://docs.unthread.io/conversations/triaging), [assignment rules](https://docs.unthread.io/conversations/slas), and [auto-responder](https://docs.unthread.io/engagement/autoresponder)\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.","2025-10-27T19:08:11.910Z","0814b310-7d51-421e-8083-d3ad266b754c",[],[],{"_97":336,"_99":337,"_101":338,"_103":-5,"_13":-5,"_90":339,"_92":339,"_25":340,"_107":-5,"_108":341,"_110":342},"Getting access to Office365","https://docs.unthread.io/365","To get access, contact your manager.","2024-02-16T21:35:36.411Z","2114a49a-855b-4a94-8752-8cbc6d38474e",[],[],{"_97":344,"_99":345,"_101":346,"_103":-5,"_13":-5,"_90":347,"_92":347,"_25":348,"_107":-5,"_108":349,"_110":350},"Getting started with docs","https://www.notion.so/Getting-started-with-docs-a6e96ac698d84614a24f03945295d272","\n> 👋 This Docs template helps you organize your team’s shared knowledge so you can all stay on the same page.\n\n\nYou can use Notion pages to collaborate on docs with your team, such as technical specs, architecture overviews, and project kickoff notes. Each doc can be stored in this database, to help your team stay organized. \n\n\n# How to use this template\n\n1. This is your team’s documentation database. You can click on each item to open it up to its own page where you can add important information — strategy memos, product requirement docs, and design critiques.\n\n\t![docs-getting-started-1.png](/images/app-packages/docs-getting-started-1.png)\n\n2. Click “+ New” to add a new entry into the database.\n\n\t![docs-getting-started-2.png](/images/app-packages/docs-getting-started-2.png)\n\n3. Use the view tabs to visualize your docs in different ways — like by creator, or last edited date.\n\n![docs-getting-started-3.png](/images/app-packages/docs-getting-started-3.png)\n\n\n# Customize this template\n\n\nThis template is pre-populated with the most common fields for docs (like creator and last edited info), but you can add your own when you add a new field.\n\n\n### Database Templates\n\n\nTo make it easier to create docs of the same type (such as project kickoffs or design docs), database templates let you define and replicate certain page elements with just one click.\n\n\nTo edit, install more, or create your own, click on the dropdown next to the blue “New” button: \n\n\n### Views, filters, and sorts\n\n\nViews are customizable, flexible layouts to visualize your databases and properties as a table, board, calendar, timeline, or list. This template comes with several views of docs — you can customize each or create your own! \n\n\n![docs-getting-started-4.png](/images/app-packages/docs-getting-started-4.png)\n\n\n> 📎 Learn more about Notion’s database layouts, including when to use each type of database view in this guide: [https://www.notion.so/help/guides/when-to-use-each-type-of-database-view](https://www.notion.so/help/guides/when-to-use-each-type-of-database-view).\n\n","2025-04-23T15:16:19.753Z","c67f5d1b-939d-4b3d-9207-895049a4527e",[],[],{"_97":352,"_99":353,"_101":354,"_103":-5,"_13":-5,"_90":355,"_92":356,"_25":357,"_107":-5,"_108":358,"_110":359},"Holday schedules & days off","https://unthread.io/docs/time-off","We have the following days off:\n\n- Indigenous people's day\n- Labor Day\n- Thanksgiving & the day after thanksgiving\n- Christmas\n- New Year's Eve\n- New Year's Day\n- Memorial Day","2025-02-10T20:40:11.065Z","2025-02-13T18:20:15.732Z","88e49e3b-1fd8-4094-930c-940340713aae",[],[],{"_97":361,"_99":362,"_101":363,"_103":-5,"_13":-5,"_90":364,"_92":365,"_25":366,"_107":-5,"_108":367,"_110":368},"How Conversations are Tracked - Unthread","https://docs.unthread.io/conversations/convo-track","5 min⚡️6 min 3 sec4 min 50 sec4 min 2 sec3 min 13 sec2 min 50 sec2 min 25 sec1 min 56 sec\n\nYour user agent does not support the HTML5 Video element.\n\n5 min⚡️6 min 3 sec4 min 50 sec4 min 2 sec3 min 13 sec2 min 50 sec2 min 25 sec1 min 56 sec\n\n## Introduction\n\nWhen you [connect a channel](https://docs.unthread.io/account-setup/connect-channels) to Unthread, we’ll automatically track new conversations as tickets in your Unthread Inbox and dashboard.\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). For 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. For 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. You 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: **Override Teammate List** When 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. **Override Customer List** When 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://docs.unthread.io/conversations/editing-convo#merge)\n* If you have a conversation that you’d like to split into multiple conversations, you can [split a conversation](https://docs.unthread.io/conversations/editing-convo#split)\n\n### Example\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/splitting-convo.png) 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://docs.unthread.io/conversations/slas) (setting an owner and SLA for the ticket)\n* [Triaging conversations](https://docs.unthread.io/conversations/triaging) (bringing them to an internal channel)\n* [Editing details](https://docs.unthread.io/conversations/editing-convo) (like priority, status, notes, and more)\n* [Auto-responders](https://docs.unthread.io/engagement/autoresponder) (customized based on customer, time of day, SLA, etc.)\n* [AI-generated responses](https://docs.unthread.io/ai/ai-responses) (powered by your helpdesk articles and AI)","2023-06-14T16:21:12.677Z","2025-10-27T19:08:00.904Z","363dfd45-ffee-4259-8100-4587456e4fcd",[],[],{"_97":370,"_99":-5,"_101":371,"_103":-5,"_13":-5,"_90":372,"_92":372,"_25":373,"_107":-5,"_108":374,"_110":375},"How to Conduct a Test on Our Platform","### Introduction\nThis article provides a step-by-step guide on how to conduct a test on our platform. Whether you are testing new features or ensuring system functionality, this guide will help you navigate the process efficiently.\n\n### Steps to Conduct a Test\n\n1. **Log In to Your Account**\n - Use your credentials to log in to your account on our platform.\n\n2. **Navigate to the Testing Section**\n - Once logged in, go to the main menu and select the 'Testing' section.\n\n3. **Select the Type of Test**\n - Choose the type of test you wish to conduct. Options may include feature testing, system performance, or user interface testing.\n\n4. **Configure Test Parameters**\n - Set up the necessary parameters for your test. This may include selecting specific features, setting time frames, or defining user roles.\n\n5. **Run the Test**\n - Initiate the test by clicking the 'Start Test' button. Monitor the process to ensure everything runs smoothly.\n\n6. **Review Test Results**\n - After the test is complete, review the results to identify any issues or areas for improvement.\n\n7. **Document Findings**\n - Document any findings or anomalies discovered during the test for future reference or action.\n\n### Conclusion\nConducting a test on our platform is a straightforward process that helps ensure the reliability and efficiency of our services. By following these steps, you can effectively test and validate various aspects of the platform.","2024-11-25T21:33:13.663Z","497eb2d0-200a-4172-9187-b524d476f68a",[],[],{"_97":377,"_99":378,"_101":379,"_103":-5,"_13":-5,"_90":380,"_92":380,"_25":381,"_107":-5,"_108":382,"_110":383},"How to Configure Elasticsearch","https://everyspace.unthread.io/dashboard/inbox/all/conversations/59439c22-d048-4bf2-860d-eea86610fa99","To configure Elasticsearch, follow these steps:\n\n 1. **Install Elasticsearch**: Download and install Elasticsearch from the official website. Follow the installation instructions specific to your operating system.\n\n 2. **Edit the Configuration File**: Locate the `elasticsearch.yml` file, which is typically found in the `config` directory of your Elasticsearch installation. This file contains various settings that you can adjust to configure Elasticsearch.\n\n 3. **Set Cluster Name**: Define a unique name for your cluster using the `cluster.name` setting. This helps in identifying your cluster when multiple clusters are running.\n\n 4. **Configure Node Settings**: Use the `node.name` setting to give each node a unique name. You can also configure the roles of the node (e.g., master, data, ingest) using the `node.master`, `node.data`, and `node.ingest` settings.\n\n 5. **Network Settings**: Configure the network settings to allow Elasticsearch to communicate with other nodes and clients. Use the `network.host` setting to specify the IP address or hostname.\n\n 6. **Discovery Settings**: If you have a multi-node cluster, configure the `discovery.seed_hosts` and `cluster.initial_master_nodes` settings to ensure nodes can discover each other.\n\n 7. **Memory and Heap Size**: Adjust the JVM heap size settings in the `jvm.options` file to optimize performance. It's recommended to set the heap size to 50% of your available memory, but not more than 32GB.\n\n 8. **Security Settings**: Enable security features such as authentication and encryption by configuring the `xpack.security` settings.\n\n 9. **Start Elasticsearch**: Once configured, start the Elasticsearch service using the command line or service manager, depending on your operating system.\n\n10. **Verify Configuration**: Check the Elasticsearch logs and use tools like `curl` or Kibana to verify that your configuration is working as expected.\n\nFor detailed information on each setting, refer to the [Elasticsearch Reference Guide](https://www.elastic.co/guide/en/elasticsearch/reference/current/index.html).","2025-08-10T15:08:39.501Z","341fb502-0492-4e07-9d03-7e81264af6da",[],[],{"_97":385,"_99":-5,"_101":386,"_103":-5,"_13":-5,"_90":387,"_92":387,"_25":388,"_107":-5,"_108":389,"_110":390},"How to Request Access to Google Cloud Platform (GCP)","If you require access to Google Cloud Platform (GCP) for your work or project, please follow the established procedure for requesting access within your organization. This typically involves contacting your IT department or the designated administrator for GCP access. Provide them with the necessary details, such as your project requirements and any specific permissions you need. They will guide you through the process and ensure you have the appropriate access to GCP resources.","2025-01-28T22:47:00.176Z","b4561600-9c4e-443e-9880-e85b33520864",[],[],{"_97":392,"_99":393,"_101":394,"_103":-5,"_13":-5,"_90":395,"_92":395,"_25":396,"_107":-5,"_108":397,"_110":398},"How to Request Temporary Access to Metabase Database in 'prod-mw'","https://everyspace.unthread.io/dashboard/inbox/all/conversations/f2e4ef8e-2d3a-4cff-824f-c95d43b86960","If you need temporary access to the Metabase database in the 'prod-mw' environment, you can easily request it through Okta. Follow these steps to self-serve your access:\n\n1. Log in to Okta: Access your Okta dashboard using your credentials.\n\n2. Request Access: Look for a button labeled \"Request Access\" on your Okta dashboard.\n\n3. Select Environment: Once you click on \"Request Access,\" you will see a list of environments available for access requests. Locate and select the 'prod-mw' environment.\n\n4. Choose Role: After selecting 'prod-mw', choose the role that you require for your project or task.\n\n5. Approval Notification: Once you submit your request, it will be sent for approval. You will receive a notification once your access is approved.\n\nThis process allows you to explore usage patterns for Metabase as needed for your data project. If you encounter any issues, ensure that your Okta credentials are correct and that you have selected the appropriate role for your needs.","2024-11-19T20:10:55.263Z","a5664208-568b-4da6-b18c-73c33f000ef3",[],[],{"_97":400,"_99":401,"_101":402,"_103":-5,"_13":-5,"_90":403,"_92":403,"_25":404,"_107":-5,"_108":405,"_110":406},"How to set up SSO","https://docs.unthread.io/sso","Overview\nThe objective of this document is to provide the necessary details to integrate Okta with your Everyspace account. Okta integration provides seamless SSO that automatically creates users in your Everyspace dashboard when they log in with their Okta credentials. If you have any questions, please reach out to your onboarding representative.\n\n \n\nSupported features\nService Provider (SP)-Initiated flow\n\nIdentity Provider (IDP)-Initiated flow\n\nJust-In-Time Provisioning\n\nFull directory sync\n\n \n\nGetting started\nFrom the \"Applications\" tab, click \"Create App Integration\".\n\nFrom 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\nOn the new page, fill out the application name, for example \"Everyspace\".\n\nFor Grant Type, make sure \"Authorization Code\" is checked.\n\nEnter the Sign-in redirect URI. This is based on the subdomain associated with your account. For example, if you access your dashboard through \"piedpiper.everyspacehq.com\", enter https://piedpiper.everyspacehq.com/__/auth/handler.\n\nEnter the Sign-out redirect URI. This is also based on the subdomain associated with your account. For \"piedpiper.everyspacehq.com\" this would be https://piedpiper.everyspacehq.com/logout.\n\nLeave the Trusted Origins section blank.\n\nUnder Assignments, you have the option to enable Everyspace for everyone in your organization or limit access to certain users. This can also be skipped for now and configured later.\n\nClick Save.\n\n(Optional) After saving, you will have the ability to enable Identity Provider Initiated 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. For \"piedpiper.everyspacehq.com\" this would be https://piedpiper.everyspacehq.com/login/okta-oidc.","2024-05-15T16:54:10.291Z","5c2bb246-5884-47ce-b3e6-99635fde61f9",[],[],{"_97":408,"_99":409,"_101":410,"_103":-5,"_13":-5,"_90":411,"_92":411,"_25":412,"_107":-5,"_108":413,"_110":414},"HRIS & Directory Sync - Unthread","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: ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/directory-sync.png)\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://docs.unthread.io/conversations/slas) system to assign owernship of new conversations. With 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://docs.unthread.io/inbox/web), 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. For 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.","2025-10-27T19:08:15.342Z","86ccae4e-67fc-46f8-a943-731c567d98ea",[],[],{"_97":416,"_99":417,"_101":418,"_103":-5,"_13":-5,"_90":419,"_92":420,"_25":421,"_107":-5,"_108":422,"_110":423},"Hubspot - Unthread","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://docs.unthread.io/integrations/microsoft-teams), [email](https://docs.unthread.io/email/email-slack-connector), 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. One 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.","2023-06-14T16:21:26.767Z","2025-10-27T19:08:13.595Z","427b4796-f266-45bc-8ff1-a88cc75ea3ee",[],[],{"_97":425,"_99":426,"_101":427,"_103":-5,"_13":-5,"_90":428,"_92":428,"_25":429,"_107":-5,"_108":430,"_110":431},"In-App Chat - Unthread","https://docs.unthread.io/integrations/websitechat-widget","The in-app chat widget feature allows your customers to get in touch with your\nsupport team from your website. The chat widget will appear as a small icon on\nyour website, and when a visitor clicks on it, a chat window will open where\nthey can enter their question or issue. Messages will be posted to Slack and\nyour team will be able to respond in real time directly from the Slack thread.\n\nThere are a few steps to setup the chat widget:\n\nEnable and configure the widget\nAdd the widget code to your website\n(Optional) Verify the identity of logged in users\n\n\n\nSign in to your Unthread dashboard and navigate to Settings → Widget.\nOn the settings page, you can customize the appearance of the chat widget,\nincluding the color and position on your website. You can also customize the\ngreeting message that appears when a user first opens the chat. These settings\ncan 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”\nbutton to generate the code that you will need to add to your website. This\nwill also generate an identity verification secret. See below for how to use\nthis to verify user identities.\n\n\nAdding to your site\n\nCopy the auto-generated code and paste it into the HTML of your website. The\ncode should ideally be placed within the tag of your website.\nThe widget will be hidden by default. In order to show it, you will need to\nrun the following Javascript code somewhere on your website:\nwindow.$unthread(\"start\");\n\n\nThis code can either be run immediately after the auto-generated snippet or\nyou can wait to run it, for example after the user has logged in.\n\n\nIf you have a CSP, you’ll want to add https://YOUR_SUBDOMAIN.unthread.io to\n\nscript-src\nconnect-src\nframe-src\n\n\nThe widget should now be visible and ready for use. By default, new users will\nbe asked to provide their name and email address before they send their first\nmessage.\nOptionally, you can pass details about the user when starting up the widget.\nWhen starting up the widget, pass a user object in the start call:\nwindow.$unthread(\"start\", {\n user: {\n name: \"John Smith\",\n email: \"johnsmith@acme.com\",\n },\n});\n\n\nThis will automatically set the name and email of the user. They will not be\nprompted to enter those fields themselves when they open the widget.\n\n\nIf you want to clear the chat history when a user logs out, run the following\nJavascript code on logout:\nwindow.$unthread(’stop’);\n\n\n\nVerify the identity of logged in users\n\nFor added security, you can also verify that the email address actually\nbelongs to the user. This will require the identity verification secret that\nwas generated on the widget settings page. You will also need to be able to\nmodify the server side code of your website.\nCopy the identity verification secret and put it somewhere secure that is\naccessible by your website’s server. This secret should never be exposed on\nthe frontend of your website because it can be used to impersonate other\nusers.\nWhen a user logs into your website, you will use the secret to generate an\nHMAC of the user’s email address. See below on how to generate the HMAC. The\nHMAC should be generated on your server and sent to your frontend as part of\nthe login process. The HMAC will be passed as part of the user object passed\nto the start call.\nwindow.$unthread(\"start\", {\n user: {\n name: \"John Smith\",\n email: \"johnsmith@acme.com\",\n verificationHash: \"9l8ugiue98ie9u8ifbmeu897fidhe89u7fi07f\",\n },\n});\n\n\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\non your server. Here are some examples in different languages:\nJavascript (Node.js)\nconst crypto = require(\"crypto\");\n\nconst secret = \"\";\nconst email = \"\";\n\nconst verificationHash = crypto\n .createHmac(\"sha256\", secret)\n .update(email)\n .digest(\"hex\");\n\nPHP\n';\n$email = '';\n\n$verification_hash = hash_hmac('sha256', $email, $secret);\n?>\n\nRuby\nrequire 'openssl'\nrequire 'base64'\n\nsecret = ''\nemail = ''\n\nOpenSSL::HMAC.hexdigest('sha256', secret, email)\n\nPython\nimport hashlib\nimport hmac\nimport base64\n\nsecret = bytes('', 'utf-8')\nemail = bytes('', 'utf-8')\n\nhash = hmac.new(secret, email, hashlib.sha256)\nhash.hexdigest()\n\nUnthread SDK\nIn addition to start and stop there are few more functions available in\nthe Unthread SDK:\nToggle the visibility of the chat window:\nwindow.$unthread(\"toggle\", \"show\");\nwindow.$unthread(\"toggle\", \"hide\");\n\n\nToggle the visibility of the message bubble:\nwindow.$unthread(\"toggleBubble\", \"show\");\nwindow.$unthread(\"toggleBubble\", \"hide\");\n\nChat widget sessions and message history\nIf the user has been verified, their full chat history will be available the\nnext time they login to your website. If the user has not been verified, their\nchat history will only be available within their current chat session. The\nchat session lasts 1 week from the user’s last activity within the chat. If\nthe user is idle for more than 1 week, their history will be cleared.\nAdditionally, if you call the stop function in the SDK or the user clears\ntheir cookies, their chat history will also be cleared.\n \n\n\n","2023-06-14T16:21:22.176Z","591e7741-2fa5-4bb0-943b-ed2f079fb993",[],[],{"_97":433,"_99":434,"_101":435,"_103":-5,"_13":-5,"_90":436,"_92":436,"_25":437,"_107":-5,"_108":438,"_110":439},"In-App Chat Support - Unthread","https://docs.unthread.io/in-app/chat-widget","![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/widget-flow.png) The 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![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/website-chat-widget.png) When embed the in-app chat bubble, your customers have a way to create new [conversations](https://docs.unthread.io/in-app/conversations/convo-track) 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![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/widget-thread.png) All 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](https://docs.unthread.io/in-app/inbox/web)\n* Enable [assignment rules and SLAs](https://docs.unthread.io/in-app/conversations/slas)\n* Set up an [automated response](https://docs.unthread.io/in-app/ai/ai-responses) for all new messages\n* Automatically [apply tags](https://docs.unthread.io/in-app/ai/ai-tagging) 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\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* 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* 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* 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* 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.$unthread.inAppChat(\"start\", {\n user: {\n name: \"John Smith\",\n email: \"johnsmith@acme.com\",\n },\n });\n ```\n \n * This will automatically set the name and email of the user. They will not be prompted to enter those fields themselves when they open the widget.\n* If you want to clear the chat history when a user logs out, run the following Javascript code on logout:\n \n ```\n window.$unthread.inAppChat(\"stop\");\n ```\n \n\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* 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* 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, $secret);\n ?>\n ```\n \n **Ruby**\n \n ```\n require 'openssl'\n require 'base64'\n \n secret = ''\n email = ''\n \n OpenSSL::HMAC.hexdigest('sha256', secret, email)\n ```\n \n **Python**\n \n ```\n import hashlib\n import hmac\n import base64\n \n secret = bytes('', 'utf-8')\n email = bytes('', 'utf-8')\n \n hash = hmac.new(secret, email, hashlib.sha256)\n hash.hexdigest()\n ```\n \n\n### Using the Unthread SDK\n\nIn addition to `start` and `stop` there are few more functions available in the Unthread SDK: Toggle the visibility of the chat window:\n\n```\nwindow.$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.","2025-10-27T19:08:10.598Z","0141322f-f220-4422-928f-5a2db0f217d1",[],[],{"_97":441,"_99":442,"_101":443,"_103":-5,"_13":-5,"_90":444,"_92":444,"_25":445,"_107":-5,"_108":446,"_110":447},"In-Channel Ticket Tracker - Unthread","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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/request-message-view.png)\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://docs.unthread.io/conversations/ticket-types), and then fill out the rest of the ticket details. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/new-ticket-modal.png)\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. From here, you can click on a conversation to be deep-linked back into the thread where it was taking place. Customers 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. ![](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. **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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/request-pinned-view.png)\n\n## How to Enable\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”. By 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. To change the default, head to “Settings” > “General” > then scroll down to the “In-channel ticket tracker”.","2025-10-27T19:08:09.156Z","40707553-d9cf-4cbc-89f5-83e2c8e56c06",[],[],{"_97":449,"_99":-5,"_101":450,"_103":-5,"_13":-5,"_90":451,"_92":451,"_25":452,"_107":-5,"_108":453,"_110":454},"Introduction to Elasticsearch","**Overview**\n\nElasticsearch is an open-source, distributed search and analytics engine designed for horizontal scalability, reliability, and real-time search capabilities. It's commonly used as the core component of the **ELK Stack** (Elasticsearch, Logstash, and Kibana) for logging and observability but also supports a wide range of use cases including site search, log analytics, and business intelligence.\n\n## **Key Features**\n\n- **Distributed and Scalable**: Easily handles petabytes of data and can scale horizontally by adding more nodes.\n\n- **Full-Text Search**: Powerful built-in capabilities for indexing and querying text with advanced features like stemming, synonyms, and relevance scoring.\n\n- **Near Real-Time**: Newly indexed documents become searchable within seconds.\n\n- **RESTful API**: Interact with Elasticsearch via simple HTTP/JSON APIs.\n\n- **Schema-Free JSON Documents**: Flexible data model using JSON, ideal for semi-structured or unstructured data.\n\n- **Aggregation Framework**: Enables complex analytics such as grouping, filtering, and statistical calculations.\n\n## **Common Use Cases**\n\n- Log and event data analysis (via ELK or Elastic Stack)\n\n- E-commerce product search\n\n- Site search engines\n\n- Security information and event management (SIEM)\n\n- Application performance monitoring (APM)\n\n- Business intelligence dashboards\n\n## **Architecture Overview**\n\nElasticsearch is built around a **cluster** of **nodes**, which store data in **shards** and **replicas**:\n\n- **Cluster**: A collection of one or more nodes working together.\n\n- **Node**: A single Elasticsearch instance.\n\n- **Index**: A collection of related documents.\n\n- **Shard**: A basic unit of storage and search; each index is split into shards.\n\n- **Replica**: A copy of a shard used for high availability.\n\n## **Getting Started**\n\n1. **Installation**\n\n - Via Docker:\n\n ```\n bash\n ```\n\n CopyEdit\n\n `docker run -p 9200:9200 -e \"discovery.type=single-node\" elasticsearch:8.12.0`\n\n - Or download from: \n\n2. **Basic Query Example**\n\n ```\n bash\n ```\n\n CopyEdit\n\n `curl -X GET \"localhost:9200/_search?q=user:john&pretty\"`\n\n3. **Indexing a Document**\n\n ```\n bash\n ```\n\n CopyEdit\n\n `curl -X POST \"localhost:9200/users/_doc/1\" -H 'Content-Type: application/json' -d' { \"user\": \"john\", \"message\": \"Hello, Elasticsearch!\" }'`\n\n## **Security and Authentication**\n\nElastic Stack includes built-in security features:\n\n- Role-based access control (RBAC)\n\n- TLS encryption\n\n- API key support\n\n- Integration with LDAP, SAML, and OIDC\n\nThese features are available under Elastic’s default distribution (not in the open-source build).\n\n## **Monitoring and Maintenance**\n\n- Use **Kibana** to visualize data and monitor cluster health.\n\n- Regularly review:\n\n - Disk usage and node health\n\n - Index lifecycle management (ILM) policies\n\n - Slow logs for performance bottlenecks\n\n## **Troubleshooting Tips**\n\nSymptomPossible CauseSolutionCluster status redMissing primary shardsCheck node logs, use `_cat/shards`High heap usageMemory pressureTune JVM settings or add nodesSlow queriesPoor mapping or no indexingUse correct field types, review mapping","2025-06-11T15:03:44.237Z","10eb22b7-5c0b-40af-8571-b94555a9bb3d",[],[],{"_97":456,"_99":457,"_101":458,"_103":-5,"_13":-5,"_90":459,"_92":459,"_25":460,"_107":-5,"_108":461,"_110":462},"Introduction to Outbounds - Unthread","https://docs.unthread.io/engagement/introduction","Outbounds are a great way to engage with customers of email or Slack. You can draft messages, store templates, broadcast messages, and get analytics on engagement. These can be great for:\n\nProduct updates\nDowntime announcements\nOnboarding campaigns\nRe-engagement messages\nNPS & CSAT surveys\n\nSlack Broadcasts\nSlack broadcasts allow you to send mass messages across some or all of your Slack channels at once. To compose your first message, navigate to the “Outbounds” tab in your Unthread dashboard, and click “Compose Slack message”.\nComposing your Message\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). You can also save a draft and collaborate with other team members before sending.\n\n\nSurveys\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\nChoosing Recipients\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\nSend or Schedule\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\nAnalytics\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","2023-06-14T16:21:19.526Z","94cbf169-f760-4a53-a999-a21299444b2b",[],[],{"_97":464,"_99":465,"_101":466,"_103":-5,"_13":-5,"_90":467,"_92":468,"_25":469,"_107":-5,"_108":470,"_110":471},"Introduction to Unthread AI - Unthread","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![Example of generated responses](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ai-autoresponse-phishing.png) Unthread 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://docs.unthread.io/ai/ai-responses) where you can learn more.\n\n### Automatic Tagging\n\n![Example of automated tagging](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ai-tags.png) [Tags](https://docs.unthread.io/conversations/editing-convo#tags) 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. ![Example of similar conversations](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/similar-conversation.png)\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://docs.unthread.io/ai/knowledge-base) to Unthread, and we’ll be able to generate answers and gather feedback on which answers are missing in your docs.\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## Security\n\nUnthread AI takes a privacy-first approach to leveraging LLMs.\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### 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### 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\nMore on OpenAI’s security and privacy policy [can be found here](https://openai.com/enterprise-privacy/). This 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)","2023-06-14T16:21:18.114Z","2025-10-27T19:08:04.027Z","566903fb-faaf-4cd1-87f0-5b383077f144",[],[],{"_97":473,"_99":474,"_101":475,"_103":-5,"_13":-5,"_90":476,"_92":477,"_25":478,"_107":-5,"_108":479,"_110":480},"Introduction - Unthread","https://docs.unthread.io/introduction","## 🛠 Setting up your account\n\nFollow these steps (in order), and your account will be ready to go, lickety-split!\n\n## 💬 Conversational Ticketing\n\nLearn how Slack conversations are automatically tracked, prioritized, and assigned.\n\n## 📥 Managing Your Inbox\n\nOrganize and close out your customer conversations.\n\nAutomate your support while maintaining a human touch.\n\n## 📣 Customer Engagement\n\nReach out to customers at the right time with the right information.\n\n## ✉️ Email Support\n\nManage incoming support emails right from Slack or our web app.\n\n[\n\n## Email to Slack connector\n\n\n\n](https://docs.unthread.io/email/email-slack-connector)\n\n## 💬 In-app Chat\n\nEmbed a live chat widget into your website, connected to Slack.\n\n## ⚡️ Integrations\n\nConnect to your existing apps. Sync conversations to CRMs, create tasks linked to conversations, and more.\n\n## 💻 API Documentation\n\nBuild on top of our system for advanced workflows and automation.","2023-06-14T16:21:39.912Z","2025-10-27T19:07:52.650Z","701454cd-9f04-4c76-90ab-fd7ad05a69ac",[],[],{"_97":482,"_99":483,"_101":484,"_103":-5,"_13":-5,"_90":485,"_92":485,"_25":486,"_107":-5,"_108":487,"_110":488},"Knowledge Base Setup - Unthread","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! ![Knowledge base list](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/knowledgebase-list.png)\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![Knowledge base list](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/kb-add-public.png) To 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/testing-ai-responses.png)\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! ![Knowledge base article generation](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/generate-article.gif)\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://docs.unthread.io/ai/ai-responses) 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:","2025-10-27T19:08:04.956Z","9a5b9676-efba-4e82-b5c2-4a1ef919521d",[],[],{"_97":490,"_99":491,"_101":492,"_103":-5,"_13":-5,"_90":493,"_92":493,"_25":494,"_107":-5,"_108":495,"_110":496},"Managing Your Inbox on the Web - Unthread","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 Page on Web](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/conversation-details-web.png) When you view a conversation, you’ll see a history of the thread, details about the conversation, and information about the customer. You can [manage details of the conversation](https://docs.unthread.io/conversations/editing-convo) from here, or open up the connected Slack thread or [triage](https://docs.unthread.io/conversations/triaging) thread.\n\n## Responding to Customers\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/respond-to-message.png) You 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. When composing your reply, you can perform the following actions:\n\n* Insert [AI suggest responses](https://docs.unthread.io/ai/ai-responses) 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](https://docs.unthread.io/conversations/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. Shortcuts include:\n\n* Close conversation: `⌘ + Shift + 🅴`\n* Add tags: `Shift + 🆃`\n* Change assignee: `Shift + 🅰`\n* Snooze: `Shift + 🆉`\n* Open thread in Slack: `Shift + 🆂`\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)","2025-10-27T19:08:02.668Z","1e982500-d00c-4334-8c61-04a49164eacd",[],[],{"_97":498,"_99":499,"_101":500,"_103":-5,"_13":-5,"_90":501,"_92":501,"_25":502,"_107":-5,"_108":503,"_110":504},"Managing Your Slack Inbox - Unthread","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. Unthread 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. ![Managing Your Inbox](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/managing-inbox.png) From 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. ![Customizing Your Inbox](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/customize-slack-inbox.png) This lets you set custom filters, out of office hours, and more.","2025-10-27T19:08:02.502Z","d7c8ebe5-960c-4beb-bdf5-808ff61ae88f",[],[],{"_97":506,"_99":507,"_101":508,"_103":-5,"_13":-5,"_90":509,"_92":509,"_25":510,"_107":-5,"_108":511,"_110":512},"Managing Your Unthread Inbox - Unthread","https://docs.unthread.io/conversations/managing-inbox","The Unthread Inbox is a completely reimagined way of managing conversations across your Slack channels.\nTo get the most out of your inbox, be sure that you’ve set up the following:\n\nConnected your channels to start tracking conversations\nSet up assignment rules to set owners of incoming messages\n\n\nFrom the Inbox, you can:\n\nClick on a conversation to be right to the channel or thread\nClick on the 3 dots to bring up quick actions like manage conversation, close, snooze, etc.\nClick on the gear to manage settings like the sort order, as well as setting a backup rep if you’re out of office.\nClick on the graph to bring up your Unthread dashboard to view analytics and adjust your settings\n\nTo navigate to the Inbox, you can select the “Unthread” app from the left nav bar within the Slack application.","2023-06-14T16:21:11.367Z","b94717dc-1758-488d-8864-adecc05e32c6",[],[],{"_97":514,"_99":515,"_101":516,"_103":-5,"_13":-5,"_90":517,"_92":517,"_25":518,"_107":-5,"_108":519,"_110":520},"Microsoft Teams - Unthread","https://docs.unthread.io/integrations/microsoft-teams","![Teams Example](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/teams.png)\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://docs.unthread.io/conversations/convo-track) 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://docs.unthread.io/inbox/slack) or [web dashboard](https://docs.unthread.io/inbox/web)\n* You can still leverage powerful Unthread features like [triaging](https://docs.unthread.io/conversations/triaging), [SLAs](https://docs.unthread.io/conversations/slas), 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.","2025-10-27T19:08:13.865Z","08085a20-3d3f-4f40-b812-7d1ded1f53d9",[],[],{"_97":522,"_99":523,"_101":306,"_103":-5,"_13":-5,"_90":524,"_92":524,"_25":525,"_107":-5,"_108":526,"_110":527},"New Brainstorm","https://www.notion.so/New-Brainstorm-1d5521ac9b68466eb69510ed0c7b1058","2025-04-23T15:16:06.558Z","33b92ba2-3249-465f-a318-b466d8e55026",[],[],{"_97":529,"_99":530,"_101":314,"_103":-5,"_13":-5,"_90":531,"_92":531,"_25":532,"_107":-5,"_108":533,"_110":534},"New Product Spec (PRD)","https://www.notion.so/New-Product-Spec-PRD-e805eba518814fa4bcb18f2d91eb7204","2025-04-23T15:16:25.227Z","5befa0d2-605e-4158-85dd-318b15cbdb56",[],[],{"_97":536,"_99":537,"_101":322,"_103":-5,"_13":-5,"_90":538,"_92":538,"_25":539,"_107":-5,"_108":540,"_110":541},"New Technical Spec","https://www.notion.so/New-Technical-Spec-ab673709484145dab423e4e31a0292c7","2025-04-23T15:16:20.573Z","aa4df748-c896-49b0-9a22-ba1cd93f44d2",[],[],{"_97":543,"_99":544,"_101":545,"_103":-5,"_13":-5,"_90":546,"_92":546,"_25":547,"_107":-5,"_108":548,"_110":549},"Okta SSO - Unthread","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","2025-10-27T19:08:15.558Z","aff72edc-f6a6-4902-ac92-14db493e6dcf",[],[],{"_97":551,"_99":-5,"_101":552,"_103":-5,"_13":-5,"_90":553,"_92":553,"_25":554,"_107":-5,"_108":555,"_110":556},"Open Enrollment 2025","# Open Enrollment Guide\n\n## Overview\n\nOpen Enrollment is your annual opportunity to review, select, or update your benefits for the upcoming year. During this period, you can make changes to your health insurance, dental and vision plans, retirement contributions, and other employee benefits.\n\n## Key Dates\n\n- **Open Enrollment Start Date:** Jan 1 2025\n\n- **Open Enrollment End Date:** Jan 30 2025\n\n- **Effective Date for Changes:** March 1 2025\n\n## How to Enroll\n\n1. Log in to the benefits portal: company.workday.com\n\n2. Review your current elections and available options.\n\n3. Select or update your benefits.\n\n4. Submit your selections before the deadline.\n\n5. Confirm receipt of your enrollment confirmation email.\n\n## Available Benefits\n\n- **Medical Insurance:** Multiple plan options available, including PPO and HMO.\n\n- **Dental & Vision Insurance:** Coverage options for individuals and families.\n\n- **Health Savings Account (HSA) & Flexible Spending Account (FSA):** Tax-advantaged accounts to cover eligible expenses.\n\n- **Life & Disability Insurance:** Employer-sponsored and voluntary options.\n\n- **401(k) Retirement Plan:** Employer match details and contribution options.\n\n- **Wellness Programs & Employee Assistance Programs (EAP).**\n\n## Frequently Asked Questions (FAQ)\n\n### Who needs to enroll?\n\nAll employees should review their benefits. If no action is taken, some benefits may carry over, but others may require re-enrollment.\n\n### Can I make changes after open enrollment?\n\nChanges are only allowed after Open Enrollment if you experience a **Qualifying Life Event** (e.g., marriage, birth, or loss of coverage).\n\n### How do I get help?\n\nContact the HR Benefits Team at \\[Insert Contact Email\\] or visit \\[Insert HR Portal Link\\] for assistance.","2025-03-26T20:15:47.245Z","20969168-4a17-4679-bed4-fc52909dfd15",[],[],{"_97":558,"_99":559,"_101":560,"_103":-5,"_13":-5,"_90":561,"_92":561,"_25":562,"_107":-5,"_108":563,"_110":564},"Outbound Email Campaigns - Unthread","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://docs.unthread.io/engagement/templates). You can also save a draft and collaborate with other team members before sending. ![Email designer](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/email-template.png)\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. Additional 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! ![How to compose an email](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/compose-email.png)\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![Viewing analytics](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/email-analytics.png)\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","2025-10-27T19:08:07.910Z","00e48a5a-34ce-4ef6-b5e1-13d3346afb4d",[],[],{"_97":566,"_99":567,"_101":568,"_103":-5,"_13":-5,"_90":569,"_92":569,"_25":570,"_107":-5,"_108":571,"_110":572},"Page Not Found","https://docs.unthread.io/in-app/conversations/slas","* [Documentation](https://docs.unthread.io/introduction)\n* [API Docs](https://docs.unthread.io/api-introduction/using-api)\n* [Website](https://unthread.io/)\n* [Contact Us](mailto:hello@unthread.io)\n\n##### 🚀 Getting Started\n\n* [\n \n Introduction\n \n \n \n ](https://docs.unthread.io/introduction)\n\n##### 🛠 Setting Up Your Account\n\n* [\n \n Connecting to Slack\n \n \n \n ](https://docs.unthread.io/account-setup/connecting-to-slack)\n* [\n \n Connecting Customer Channels\n \n \n \n ](https://docs.unthread.io/account-setup/connect-channels)\n* [\n \n Tracking New Conversations\n \n \n \n ](https://docs.unthread.io/account-setup/tracking-convo)\n* [\n \n Projects & Permissions\n \n \n \n ](https://docs.unthread.io/account-setup/projects-permissions)\n\n##### 💬 Conversational Ticketing\n\n* [\n \n How Conversations are Tracked\n \n \n \n ](https://docs.unthread.io/conversations/convo-track)\n* [\n \n Triaging with Your Team\n \n \n \n ](https://docs.unthread.io/conversations/triaging)\n* [\n \n Assignments & SLAs\n \n \n \n ](https://docs.unthread.io/conversations/slas)\n* [\n \n Editing Conversations\n \n \n \n ](https://docs.unthread.io/conversations/editing-convo)\n* [\n \n Ticket Types\n \n \n \n ](https://docs.unthread.io/conversations/ticket-types)\n* [\n \n Approval Requests\n \n \n \n ](https://docs.unthread.io/conversations/approval-requests)\n* [\n \n Bot for Slack\n \n \n \n ](https://docs.unthread.io/conversations/bot-for-slack)\n\n##### 📥 Managing Your Inbox\n\n* [\n \n Slack Inbox\n \n \n \n ](https://docs.unthread.io/inbox/slack)\n* [\n \n Web Inbox\n \n \n \n ](https://docs.unthread.io/inbox/web)\n* [\n \n Tips & Tricks\n \n \n \n ](https://docs.unthread.io/inbox/tips-tricks)\n\n##### 🔌 Workflow Management\n\n* [\n \n Automations\n \n \n \n ](https://docs.unthread.io/workflow/automations)\n* [\n \n Escalations\n \n \n \n ](https://docs.unthread.io/escalations/Escalations%20Overview)\n\n##### ✨ Unthread AI\n\n* [\n \n Introduction\n \n \n \n ](https://docs.unthread.io/ai/introduction)\n* [\n \n Knowledge Base\n \n \n \n ](https://docs.unthread.io/ai/knowledge-base)\n* [\n \n AI Responses\n \n \n \n ](https://docs.unthread.io/ai/ai-responses)\n* [\n \n AI Tags\n \n \n \n ](https://docs.unthread.io/ai/ai-tags)\n\n##### 📈 Analytics\n\n* [\n \n Analytics Overview\n \n \n \n ](https://docs.unthread.io/analytics/Overview)\n* [\n \n Performance Analytics\n \n \n \n ](https://docs.unthread.io/analytics/Analytics-Performance)\n* [\n \n Volume Analytics\n \n \n \n ](https://docs.unthread.io/analytics/Analytics-Volume)\n* [\n \n AI Analytics\n \n \n \n ](https://docs.unthread.io/analytics/Analytics-AI)\n* [\n \n Board Builder\n \n \n \n ](https://docs.unthread.io/analytics/Analytics-BoardBuilder)\n\n##### 📣 Customer Engagement\n\n* [\n \n Slack Broadcasts\n \n \n \n ](https://docs.unthread.io/engagement/broadcasts)\n* [\n \n Email Campaigns\n \n \n \n ](https://docs.unthread.io/engagement/email-campaigns)\n* [\n \n CSAT & NPS Surveys\n \n \n \n ](https://docs.unthread.io/engagement/surveys)\n* [\n \n Autoresponder\n \n \n \n ](https://docs.unthread.io/engagement/autoresponder)\n* [\n \n Templates & Canned Responses\n \n \n \n ](https://docs.unthread.io/engagement/templates)\n* [\n \n In-Channel Ticket Tracker\n \n \n \n ](https://docs.unthread.io/engagement/in-channel-ticket-tracker)\n\n##### ✉️ Email Support\n\n* [\n \n Introduction to Email Support\n \n \n \n ](https://docs.unthread.io/email/email-slack-connector)\n\n##### 💬 In-App Support\n\n* [\n \n Embedded In-App Chat\n \n \n \n ](https://docs.unthread.io/in-app/chat-widget)\n* [\n \n Customer Portal\n \n \n \n ](https://docs.unthread.io/in-app/customer-portal)\n\n##### ⚡️ Integrations\n\n* [\n \n Task Managers\n \n \n \n ](https://docs.unthread.io/integrations/task-managers)\n* [\n \n Zendesk\n \n \n \n ](https://docs.unthread.io/integrations/zendesk)\n* [\n \n Freshservice (Beta)\n \n \n \n ](https://docs.unthread.io/integrations/freshservice)\n* [\n \n Salesforce\n \n \n \n ](https://docs.unthread.io/integrations/salesforce)\n* [\n \n Hubspot\n \n \n \n ](https://docs.unthread.io/integrations/hubspot)\n* [\n \n Microsoft Teams\n \n \n \n ](https://docs.unthread.io/integrations/microsoft-teams)\n* [\n \n Zapier\n \n \n \n ](https://docs.unthread.io/integrations/connecting-zapier)\n* [\n \n PagerDuty\n \n \n \n ](https://docs.unthread.io/integrations/pagerduty)\n* [\n \n HRIS & Directory Sync\n \n \n \n ](https://docs.unthread.io/integrations/hris)\n* [\n \n Okta SSO\n \n \n \n ](https://docs.unthread.io/integrations/okta)\n* [\n \n Vitally (beta)\n \n \n \n ](https://docs.unthread.io/integrations/vitally)","2025-10-27T19:08:21.669Z","08133308-b467-41f9-a3e2-1e16ac04f634",[],[],{"_97":566,"_99":574,"_101":568,"_103":-5,"_13":-5,"_90":575,"_92":575,"_25":576,"_107":-5,"_108":577,"_110":578},"https://docs.unthread.io/engagement/engagement/surveys","2025-10-27T19:08:24.042Z","64e59f67-b3b9-4822-bd96-6cb0cbaa22be",[],[],{"_97":566,"_99":580,"_101":568,"_103":-5,"_13":-5,"_90":581,"_92":581,"_25":582,"_107":-5,"_108":583,"_110":584},"https://docs.unthread.io/engagement/engagement/templates","2025-10-27T19:08:18.548Z","7933e6d5-ad7c-45f1-859c-286c5c8c6d2e",[],[],{"_97":566,"_99":586,"_101":568,"_103":-5,"_13":-5,"_90":587,"_92":587,"_25":588,"_107":-5,"_108":589,"_110":590},"https://docs.unthread.io/ai/unthread-ai","2025-10-27T19:08:17.415Z","84be2d3a-fa92-41f8-bd43-c00373b41fa9",[],[],{"_97":566,"_99":592,"_101":568,"_103":-5,"_13":-5,"_90":593,"_92":593,"_25":594,"_107":-5,"_108":595,"_110":596},"https://docs.unthread.io/integrations/tracking-convo#manually-tracking-conversations","2025-10-27T19:08:22.843Z","ab05b4fb-2954-4a0a-871e-9501b236bde2",[],[],{"_97":566,"_99":598,"_101":568,"_103":-5,"_13":-5,"_90":599,"_92":599,"_25":600,"_107":-5,"_108":601,"_110":602},"https://docs.unthread.io/in-app/conversations/convo-track","2025-10-27T19:08:20.200Z","bc4d1413-b458-4c0c-b8a4-9e83299844cd",[],[],{"_97":566,"_99":604,"_101":568,"_103":-5,"_13":-5,"_90":605,"_92":605,"_25":606,"_107":-5,"_108":607,"_110":608},"https://docs.unthread.io/in-app/ai/ai-tagging","2025-10-27T19:08:22.278Z","cf926d58-5e4d-4c3a-93bb-acd9dddfe3db",[],[],{"_97":566,"_99":610,"_101":568,"_103":-5,"_13":-5,"_90":611,"_92":611,"_25":612,"_107":-5,"_108":613,"_110":614},"https://docs.unthread.io/in-app/ai/ai-responses","2025-10-27T19:08:23.595Z","d1ed5dae-f0be-487a-b004-c9ae5f46f3d1",[],[],{"_97":566,"_99":616,"_101":568,"_103":-5,"_13":-5,"_90":617,"_92":617,"_25":618,"_107":-5,"_108":619,"_110":620},"https://docs.unthread.io/in-app/inbox/web","2025-10-27T19:08:21.218Z","dc4efc16-27e4-4bdb-a139-7a97a33afd8b",[],[],{"_97":566,"_99":622,"_101":568,"_103":-5,"_13":-5,"_90":623,"_92":623,"_25":624,"_107":-5,"_108":625,"_110":626},"https://docs.unthread.io/engagement/ai/ai-responses","2025-10-27T19:08:20.775Z","fdb1bc6a-dce6-4ba1-937f-1cb6c9d9d56e",[],[],{"_97":628,"_99":629,"_101":630,"_103":-5,"_13":-5,"_90":631,"_92":631,"_25":632,"_107":-5,"_108":633,"_110":634},"PagerDuty - Unthread","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://docs.unthread.io/conversations/slas) of new conversations.\n\n### Approach 1: Use a Pre-built Zapier Template\n\nDifficulty: `Easy` Technical skills: `Low`\n\nIn your Zapier dashboard, click ”+ Create Zap” to bring up the new Zap screen. **Step 1: Set the Trigger** The “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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/integrations/pagerduty-zap-1.png) **Step 2: Find User on Call in PagerDuty** The second step should use the PagerDuty app in Zapier, and it should use the action called “Find User on Call in PagerDuty”. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/integrations/pagerduty-zap-2.png) **Step 3: Update Slack User Group in Unthread** The 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![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/integrations/pagerduty-zap-3.png)\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://docs.unthread.io/conversations/slas#assign-to-user-group) to assign a user group in the assignment rules.","2025-10-27T19:08:15.142Z","d0c52adf-48b9-45ab-a773-e6cf3bb1882f",[],[],{"_97":636,"_99":-5,"_101":637,"_103":638,"_13":-5,"_90":639,"_92":640,"_25":641,"_107":642,"_108":644,"_110":645},"Performance Analytics","## 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## 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)","d56cc3ee-2d40-40f7-a9c9-e4dafa5bab37","2025-10-29T17:57:00.765Z","2025-11-21T14:50:24.526Z","05d9bc6d-e6e4-42a0-8d86-4f8bcc04d57b",{"_25":638,"_65":643},"Analytics",[],[],{"_97":647,"_99":648,"_101":649,"_103":-5,"_13":-5,"_90":650,"_92":650,"_25":651,"_107":-5,"_108":652,"_110":653},"Performance Analytics - Unthread","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. Unthread 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. You’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### Core Performance Metrics\n\n* **Conversations Created**: Total number of tickets opened\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* **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* **Waiting on Customer Time**: Total amount of time the ticket is in Open status\n* **Waiting on Agent Time**: Total amount of time the ticket is in In Progress status\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* **Escalation to Acknowledgement Time**: Time between when an escalation is created and when it’s acknowledged by the partner team\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![Report Types](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/analytics-ReportTypes.png)\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. ![Analytics Filters](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/analytics-filters.png) In addition to filtering, Unthread offers advanced breakdowns to give teams more granular insights. ![Analytics Breakdown](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/analytics-breakdown.png) Each report type also includes a table view, displaying the data broken down by your selected time intervals for easy analysis. ![Analytics Table](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/analytics-table.png)\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. Start 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. For the purposes of this walkthrough, we’ll use the “Conversation Created” report. When 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. You 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. Finally, you can view this with **working hours enabled**, which will only pull metrics for tickets created during your configured working hours.\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. Saving 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. To 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### 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","2025-10-27T19:08:06.430Z","6453c5ec-81b3-432e-a206-ce1b28fc75ad",[],[],{"_97":655,"_99":656,"_101":657,"_103":-5,"_13":-5,"_90":658,"_92":659,"_25":660,"_107":-5,"_108":661,"_110":662},"Procedure - Last-Minute Cancellation","https://docs.google.com/document/d/1iSV-0YfjBvLraQrqJVWue30aBlfD3NxQqrZasQa2aXk/edit?tab=t.0","If you have a same-day or last-minute cancellation, you can work on tasks from the \"Prioritized Task List\" in the Field Guide under the Reference section of your instructor profile.\n\nTo access the list:\n\n1. Open your instructor profile and click the three horizontal lines (ellipses) in the top-right corner.\n2. Select \"Field Guide.\"\n3. Go to the first tab (Support Tab, marked with a heart symbol), scroll down, and click \"Prioritized Task List.\"\n\nYou may log these tasks in the Time Log at your teaching rate, up to the duration of the missed lesson. For any questions, reach out to your manager on Slack!\n\n--------------\n\nCancellation Tasks to follow:\n1) Check in with the support team on:\n- Any students with an upcoming test who need a lesson? or any certificates of completion that need to be delivered?\n2) Catch up on meetings: All Hands updates and Team Meetings\n3) Monthly check-ins on:\n*Clean car\n*Inventory check, what’s in your car\n*Add and adjust schedule (Min 6 weeks of availability) \n*Ongoing education (you can ask your manager about this)\n*Resource sharing (‘here’s a great place to teach unprotected left turns’)\n*Post Office trip (i.e. mailing paperwork to our operator Julie, in CA)\n*Kinkos trip (for any photocopying etc)\n*Accessing training (coming soon: training highlights)","2024-12-19T15:53:11.238Z","2024-12-19T16:02:01.598Z","6fc763b3-ab99-4468-904d-ba7a45006119",[],[],{"_97":664,"_99":665,"_101":666,"_103":-5,"_13":-5,"_90":667,"_92":667,"_25":668,"_107":-5,"_108":669,"_110":670},"Projects & Permissions - Unthread","https://docs.unthread.io/account-setup/projects-permissions","![](https://mintcdn.com/unthread/images/project-selector.png?fit=max&auto=format&n=9FWTTo2efK4qQCJI&q=85&s=9d1e88b343f63c6ce205327da99638c8)\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\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 ![](https://mintcdn.com/unthread/images/project-roles.png?fit=max&auto=format&n=9FWTTo2efK4qQCJI&q=85&s=3cb2f3240c3f07883b57bb5f3a8125ea)\n\n### 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\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. They also play a key role in enforcing Knowledge Base access controls, where document visibility is determined by group membership. To create a User Group, navigate to “Settings” > “User Groups” and click “Create User Group”.","2025-10-27T19:07:58.633Z","4b810924-b47d-43ab-aa96-da005a543c48",[],[],{"_97":672,"_99":673,"_101":674,"_103":-5,"_13":-5,"_90":675,"_92":676,"_25":677,"_107":-5,"_108":678,"_110":679},"Replacing a Laptop","https://docs.unthread.io/laptop","If you need a laptop replaced, you'll need to answer the details in the form below. It should take about 2 weeks to process and ship, and you'll get a confirmation email with a tracking number once submitted.\n\nLaptops can be replaced if you have broken yours or it has been lost. If you need a laptop upgrade, we'll need manager approval for that.","2024-03-26T18:28:43.360Z","2024-05-07T14:13:28.243Z","e3afe09a-b877-4d05-95a2-432c349365b2",[],[],{"_97":681,"_99":682,"_101":683,"_103":-5,"_13":-5,"_90":684,"_92":685,"_25":686,"_107":-5,"_108":687,"_110":688},"Requesting parental leave","https://docs.unthread.io","To request parental leave, you need to message your manager and let them know the time that you'd like to take off. Once they have approval, you can work with your HRBP to fill out the necessary forms.\n\nWe provide up to 3 months of paternal leave (maternity or paternity), assuming that you've been at the company working full-time for at least 1 year. It should take a few days for HR to process your request.","2024-01-05T16:21:13.343Z","2025-02-11T18:30:42.084Z","043f7462-a258-499b-8c23-907115107c9a",[],[],{"_97":690,"_99":691,"_101":692,"_103":-5,"_13":-5,"_90":693,"_92":693,"_25":694,"_107":-5,"_108":695,"_110":696},"Requesting Time Off","https://docs.unthread.io/time-off","How do I request time off or PTO?\n\nTo request time off, you need to submit your request into the Workday portal after getting approval by your manager.","2024-02-13T21:15:59.379Z","1a1ffa5e-ad88-430a-b15b-3f8ad62ed464",[],[],{"_97":698,"_99":699,"_101":700,"_103":-5,"_13":-5,"_90":701,"_92":701,"_25":702,"_107":-5,"_108":703,"_110":704},"Salesforce - Unthread","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.","2025-10-27T19:08:13.367Z","a65d4923-e86e-458e-a5e2-f1d0301d5346",[],[],{"_97":706,"_99":707,"_101":708,"_103":-5,"_13":-5,"_90":709,"_92":709,"_25":710,"_107":-5,"_108":711,"_110":712},"Slack Broadcasts - Unthread","https://docs.unthread.io/engagement/broadcasts","With Unthread, you can broadcast a Slack message across all or a subset of customer channels at once. You can draft messages, store templates, broadcast messages, and get analytics on engagement. 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 “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://docs.unthread.io/engagement/templates). You can also save a draft and collaborate with other team members before sending. ![How to compose a Slack message](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/compose.png)\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. ![How to choose recipients](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/slack-recipients.png)\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. ![How to compose a Slack message](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/survey.png)\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! ![Scheduling messages](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/schedule.png)\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. ![Viewing analytics](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/outbound-analytics.png)\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","2025-10-27T19:08:07.687Z","d6aa4604-a2b2-485b-8edb-e42bbb65d3c4",[],[],{"_97":714,"_99":715,"_101":716,"_103":-5,"_13":-5,"_90":717,"_92":717,"_25":718,"_107":-5,"_108":719,"_110":720},"Slack Permissions Explained - Unthread","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://docs.unthread.io/conversations/bot-for-slack).\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://docs.unthread.io/conversations/bot-for-slack).\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://docs.unthread.io/conversations/bot-for-slack).\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://docs.unthread.io/engagement/in-channel-ticket-tracker#how-to-enable).\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.","2025-10-27T19:08:16.662Z","3883dda6-3807-4ba9-8391-89ccae3fc252",[],[],{"_97":722,"_99":723,"_101":724,"_103":-5,"_13":-5,"_90":725,"_92":725,"_25":726,"_107":-5,"_108":727,"_110":728},"SLAs - Unthread","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. Assignment rules will run automatically when a new conversation is created and will run until a response is given to the customer. Escalation 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![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/sla-assignments.png)\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. We have a section below on how to leverage User Groups to create [Rotations](#rotations) for on-call teams and time-based assignment.\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://docs.unthread.io/inbox/slack). We’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## 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](https://docs.unthread.io/conversations/convo-track) enabled. Anyone 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://docs.unthread.io/conversations/convo-track) 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![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/member-options.png) You 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. By 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/team-options.png)\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” ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/sla-assignments.png) Key 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](https://docs.unthread.io/inbox/tips-tricks#automatically-set-away-status-from-slack-status) 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/cross-regional-support-3.png) You’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. In 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/cross-regional-support-2.png)\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](https://docs.unthread.io/inbox/tips-tricks#set-your-away-status) or [sync away status from Slack](https://docs.unthread.io/inbox/tips-tricks#automatically-set-away-status-from-slack-status).","2025-10-27T19:07:59.442Z","f7c17c74-c1c4-4591-aa82-43247e314c29",[],[],{"_97":730,"_99":731,"_101":732,"_103":-5,"_13":-5,"_90":733,"_92":734,"_25":735,"_107":-5,"_108":736,"_110":737},"Task Managers - Unthread","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\nFrom the “Edit Conversation” screen, you’ll have the option to add a task. You 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. When 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. When 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. ![Triaged conversation layout with tasks attached](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/task-triage.png)\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. To 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://docs.unthread.io/conversations/triaging) for that conversation, and Unthread will detect and link the task\n\n## Notifications & Automations\n\n![Message for new task being linked](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/task-manager-message.png) Unthread 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. For 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 [https://auth.monday.com/oauth2/authorize?client\\_id=6b9aa39056a740d17a9d64b38f7e7d19&response\\_type=install](https://auth.monday.com/oauth2/authorize?client_id=6b9aa39056a740d17a9d64b38f7e7d19&response_type=install).\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.","2023-06-14T16:21:25.413Z","2025-10-27T19:08:12.653Z","e1c7331f-77fb-47c6-bb6d-a9446b9574eb",[],[],{"_97":739,"_99":740,"_101":741,"_103":-5,"_13":-5,"_90":742,"_92":742,"_25":743,"_107":-5,"_108":744,"_110":745},"Templates & Canned Responses - Unthread","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. ![Composing a new template](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/new-template.png)\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. ![Sending in a thread](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/survey.gif)","2025-10-27T19:08:08.707Z","dee5a10d-7c34-45c6-b339-0c17739a33d7",[],[],{"_97":747,"_99":748,"_101":749,"_103":-5,"_13":-5,"_90":750,"_92":750,"_25":751,"_107":-5,"_108":752,"_110":753},"Ticket Types - Unthread","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## Custom Ticket Properties\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ticket-type-details.png) Ticket types can each have their own unique properties, which can be entered manually or automatically detected by [Unthread AI](https://docs.unthread.io/ai/introduction). 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://docs.unthread.io/workflow/automations#external-select-functions))\n\n## Requesting Additional Fields in Slack\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ticket-thread.png) By 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. A ticket type will be detected automatically using [Unthread AI](https://docs.unthread.io/ai/introduction). The customer can choose to confirm or change the ticket type before continuing. After 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. Once the required fields are provided, the ticket is created, [assigned](https://docs.unthread.io/conversations/slas), and a preview of the ticket is shown in the thread.\n\n## Pop-up Ticket Forms\n\n![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ticket-pop-up.png) Simplify 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://docs.unthread.io/engagement/in-channel-ticket-tracker)\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.","2025-10-27T19:08:17.959Z","c3ec968b-2671-4cf0-9408-1df172dbdc0f",[],[],{"_97":755,"_99":756,"_101":757,"_103":-5,"_13":-5,"_90":758,"_92":758,"_25":759,"_107":-5,"_108":760,"_110":761},"Tips & Tricks for Managing Your Inbox - Unthread","https://docs.unthread.io/inbox/tips-tricks","# Tips & Tricks for Managing Your Inbox\n\nUnthread 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. Let’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: ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/save-filter.png) Where saved filter appear in the dashboard: ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/filters.png) \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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/away-slack.png)\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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/away-web.png)\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. ![Setting away statuses](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/away-tracking.png)\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. ![Setting away statuses](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/emojis.png)\n\n## Automatically Close Tickets\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\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. Alternatively, 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”.","2025-10-27T19:08:02.962Z","364d0020-124e-47a2-82a5-39f43fc4c761",[],[],{"_97":763,"_99":764,"_101":765,"_103":-5,"_13":-5,"_90":766,"_92":767,"_25":768,"_107":-5,"_108":769,"_110":770},"Tracking New Conversations - Unthread","https://docs.unthread.io/account-setup/tracking-convo","Once you have [added the Unthread app for Slack](https://docs.unthread.io/account-setup/connecting-to-slack) and [connected it to one of your channels](https://docs.unthread.io/account-setup/connect-channels), you’ll automatically start seeing conversations tracked in your [inbox](https://docs.unthread.io/inbox/slack).\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://docs.unthread.io/conversations/convo-track). ![Image of a new ticket being created](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/new-conversation-ephemeral.png)\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![How to manually create conversations](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/manually-create-convo.gif)\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://docs.unthread.io/account-setup/connect-channels).\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.","2023-06-14T16:21:10.045Z","2025-10-27T19:07:59.053Z","0c5729c1-9562-4bad-a368-7593679b480a",[],[],{"_97":772,"_99":773,"_101":774,"_103":-5,"_13":-5,"_90":775,"_92":775,"_25":776,"_107":-5,"_108":777,"_110":778},"Triaging Issues with Your Team - Unthread","https://docs.unthread.io/conversations/triaging-issues","What is Triaging?\nTriaging is how you take conversations from customer channels and cross-post\nthem to an internal channel.\nWhen you’re managing a conversation in Slack, you’ll see a “Triage” button,\nwhich will present you with the option to select an internal channel, optionally\ntag a team member, and add a note.\n\nAfter confirming, the contents of the the thread will be cross-posted to the\nchannel where your team can work through the details privately. The status badge\nwill also auto-update based on the status of the ticket.\n\nSetting up Triage Settings\nTo set up a default Triage channel, head over to “Settings” > “Slack”, and\nyou’ll see a dropdown at the top.\nYou can also set a custom Triage channel per customer by clicking on a customer\nprofile and navigating to the “Settings” tab on the left.","2023-06-14T16:21:15.282Z","c848e714-a053-44f4-8f24-b62bb8df2c5f",[],[],{"_97":780,"_99":781,"_101":782,"_103":-5,"_13":-5,"_90":783,"_92":783,"_25":784,"_107":-5,"_108":785,"_110":786},"Triaging with Your Team - Unthread","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. Think 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. The 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](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/triage-channel.png)\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. This 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/triage-temporary.png)\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`. To 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/triaging-1.png) After 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.\n\n## Escalations","2025-10-27T19:07:58.363Z","6717d44f-8d7f-442d-9da3-40b8939d96aa",[],[],{"_97":788,"_99":-5,"_101":789,"_103":-5,"_13":-5,"_90":790,"_92":790,"_25":791,"_107":-5,"_108":792,"_110":793},"Troubleshooting Access Issues with Okta","If you are experiencing issues accessing Okta, follow these steps to resolve the problem:\n\n1. Verify your login credentials: Ensure that the username and password you are using are correct.\n2. Check your internet connection: Make sure you have a stable internet connection.\n3. Confirm Okta service status: Visit the Okta status page to check if there are any ongoing outages or maintenance activities.\n4. Attempt to log in using a different browser or device: This can help determine if the issue is browser or device-specific.\n5. Clear your browser cache and cookies: Sometimes, cached data can cause login issues.\n6. If using Okta Verify, ensure the app is installed and configured correctly on your device.\n\nIf the issue persists, contact your IT support team or Okta support for further assistance. Provide them with details about the problem and any troubleshooting steps you have already taken.","2025-03-05T15:18:35.986Z","9faca80a-41b0-4d32-be44-f30c8b817816",[],[],{"_97":795,"_99":796,"_101":797,"_103":-5,"_13":-5,"_90":798,"_92":798,"_25":799,"_107":-5,"_108":800,"_110":801},"Vitally (beta) - Unthread","https://docs.unthread.io/integrations/vitally","Unthread’s integration with Vitally gives you a clear picture of your cusotmer 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 Secret](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/vitally-token.png)","2025-10-27T19:08:16.548Z","4ded02a7-9f6d-49ab-8e0e-6965f72ded74",[],[],{"_97":803,"_99":804,"_101":805,"_103":-5,"_13":-5,"_90":806,"_92":806,"_25":807,"_107":-5,"_108":808,"_110":809},"Volume Analytics - Unthread","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## 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","2025-10-27T19:08:07.115Z","71242c9e-43d3-41ff-96fb-3b696a822c80",[],[],{"_97":811,"_99":812,"_101":813,"_103":-5,"_13":-5,"_90":814,"_92":815,"_25":816,"_107":-5,"_108":817,"_110":818},"Webhooks - Unthread","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. It 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.","2023-06-14T16:21:28.082Z","2025-10-27T19:08:15.907Z","c3c7c417-7e02-466e-ba08-2dba6c9f8e1e",[],[],{"_97":820,"_99":821,"_101":822,"_103":-5,"_13":-5,"_90":823,"_92":824,"_25":825,"_107":-5,"_108":826,"_110":827},"Zapier - Unthread","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: ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/connecting-zapier-1.png)\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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/connecting-zapier-2.png)\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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/connecting-zapier-3.png) Configure 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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/connecting-zapier-4.png) After 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\n[\n\n## Learn about webhooks\n\n\n\n](https://docs.unthread.io/api-introduction/webhooks)\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. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/connecting-zapier-5.png)\n\n[\n\n## Read the API docs\n\n\n\n](https://docs.unthread.io/api-introduction/using-api)","2024-01-04T23:02:10.820Z","2025-10-27T19:08:14.712Z","53ab9b22-0c6a-48a9-a567-181196f34764",[],[],{"_97":829,"_99":830,"_101":831,"_103":-5,"_13":-5,"_90":832,"_92":832,"_25":833,"_107":-5,"_108":834,"_110":835},"Zendesk - Unthread","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://docs.unthread.io/account-setup/tracking-convo) or [manual](https://docs.unthread.io/integrations/tracking-convo#manually-tracking-conversations) 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://docs.unthread.io/engagement/in-channel-ticket-tracker) in Slack)\n* Analytics in Zendesk will be updated automatically\n* You can still leverage Unthread’s [triage threads](https://docs.unthread.io/conversations/triaging), [assignment rules](https://docs.unthread.io/conversations/slas), and [auto-responder](https://docs.unthread.io/engagement/autoresponder)\n\n## Custom Zendesk Fields\n\n* We also support mapping custom [Ticket Type](https://docs.unthread.io/conversations/ticket-types) 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## Installation (2 Steps)\n\nSetting up the integration requires taking action both within the Unthread and Zendesk UIs\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 ![Managing channel apps](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/zendesk-channel-app.png) ![Adding your token](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/zendesk-token.png) That’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 dashboard.","2025-10-27T19:08:12.251Z","77284a1f-f7d5-4df3-8a3b-32b3928e7663",[],[],"collections",[838,850],{"_65":643,"_87":-5,"_839":-5,"_840":-5,"_13":-5,"_90":841,"_92":841,"_25":638,"_842":843,"_94":844,"_848":849},"icon","parentId","2025-10-29T17:56:05.222Z","articleCount",1,[845],{"_97":636,"_99":-5,"_101":637,"_103":638,"_13":-5,"_90":639,"_92":640,"_25":641,"_108":846,"_110":847},[],[],"subCollections",[],{"_65":121,"_87":-5,"_839":-5,"_840":-5,"_13":-5,"_90":851,"_92":852,"_25":116,"_842":843,"_94":853,"_848":857},"2025-06-24T15:30:56.626Z","2025-10-29T17:23:57.849Z",[854],{"_97":113,"_99":114,"_101":115,"_103":116,"_13":-5,"_90":117,"_92":118,"_25":119,"_108":855,"_110":856},[],[],[],"uncategorizedArticles",[860,863,866,869,872,875,878,881,884,887,890,893,896,899,902,905,908,911,914,917,920,923,926,929,932,935,938,941,944,947,950,953,956,959,962,965,968,971,974,977,980,983,986,989,992,995,998,1001,1004,1007],{"_97":98,"_99":100,"_101":102,"_103":-5,"_13":-5,"_90":104,"_92":105,"_25":106,"_107":-5,"_108":861,"_110":862},[],[],{"_97":125,"_99":126,"_101":127,"_103":-5,"_13":-5,"_90":128,"_92":128,"_25":129,"_107":-5,"_108":864,"_110":865},[],[],{"_97":133,"_99":134,"_101":135,"_103":-5,"_13":-5,"_90":136,"_92":136,"_25":137,"_107":-5,"_108":867,"_110":868},[],[],{"_97":141,"_99":142,"_101":143,"_103":-5,"_13":-5,"_90":144,"_92":144,"_25":145,"_107":-5,"_108":870,"_110":871},[],[],{"_97":149,"_99":150,"_101":151,"_103":-5,"_13":-5,"_90":152,"_92":153,"_25":154,"_107":-5,"_108":873,"_110":874},[],[],{"_97":158,"_99":159,"_101":160,"_103":-5,"_13":-5,"_90":161,"_92":161,"_25":162,"_107":-5,"_108":876,"_110":877},[],[],{"_97":166,"_99":167,"_101":168,"_103":-5,"_13":-5,"_90":169,"_92":169,"_25":170,"_107":-5,"_108":879,"_110":880},[],[],{"_97":174,"_99":175,"_101":176,"_103":-5,"_13":-5,"_90":177,"_92":177,"_25":178,"_107":-5,"_108":882,"_110":883},[],[],{"_97":182,"_99":183,"_101":184,"_103":-5,"_13":-5,"_90":185,"_92":185,"_25":186,"_107":-5,"_108":885,"_110":886},[],[],{"_97":190,"_99":191,"_101":192,"_103":-5,"_13":-5,"_90":193,"_92":193,"_25":194,"_107":-5,"_108":888,"_110":889},[],[],{"_97":198,"_99":199,"_101":200,"_103":-5,"_13":-5,"_90":201,"_92":201,"_25":202,"_107":-5,"_108":891,"_110":892},[],[],{"_97":206,"_99":207,"_101":208,"_103":-5,"_13":-5,"_90":209,"_92":209,"_25":210,"_107":-5,"_108":894,"_110":895},[],[],{"_97":214,"_99":215,"_101":216,"_103":-5,"_13":-5,"_90":217,"_92":217,"_25":218,"_107":-5,"_108":897,"_110":898},[],[],{"_97":222,"_99":223,"_101":224,"_103":-5,"_13":-5,"_90":225,"_92":225,"_25":226,"_107":-5,"_108":900,"_110":901},[],[],{"_97":222,"_99":230,"_101":231,"_103":-5,"_13":-5,"_90":232,"_92":232,"_25":233,"_107":-5,"_108":903,"_110":904},[],[],{"_97":237,"_99":238,"_101":239,"_103":-5,"_13":-5,"_90":240,"_92":241,"_25":242,"_107":-5,"_108":906,"_110":907},[],[],{"_97":246,"_99":247,"_101":248,"_103":-5,"_13":-5,"_90":249,"_92":250,"_25":251,"_107":-5,"_108":909,"_110":910},[],[],{"_97":255,"_99":256,"_101":257,"_103":-5,"_13":-5,"_90":258,"_92":258,"_25":259,"_107":-5,"_108":912,"_110":913},[],[],{"_97":263,"_99":264,"_101":265,"_103":-5,"_13":-5,"_90":266,"_92":266,"_25":267,"_107":-5,"_108":915,"_110":916},[],[],{"_97":271,"_99":272,"_101":273,"_103":-5,"_13":-5,"_90":274,"_92":275,"_25":276,"_107":-5,"_108":918,"_110":919},[],[],{"_97":280,"_99":281,"_101":282,"_103":-5,"_13":-5,"_90":283,"_92":283,"_25":284,"_107":-5,"_108":921,"_110":922},[],[],{"_97":288,"_99":289,"_101":290,"_103":-5,"_13":-5,"_90":291,"_92":291,"_25":292,"_107":-5,"_108":924,"_110":925},[],[],{"_97":296,"_99":297,"_101":298,"_103":-5,"_13":-5,"_90":299,"_92":299,"_25":300,"_107":-5,"_108":927,"_110":928},[],[],{"_97":304,"_99":305,"_101":306,"_103":-5,"_13":-5,"_90":307,"_92":307,"_25":308,"_107":-5,"_108":930,"_110":931},[],[],{"_97":312,"_99":313,"_101":314,"_103":-5,"_13":-5,"_90":315,"_92":315,"_25":316,"_107":-5,"_108":933,"_110":934},[],[],{"_97":320,"_99":321,"_101":322,"_103":-5,"_13":-5,"_90":323,"_92":323,"_25":324,"_107":-5,"_108":936,"_110":937},[],[],{"_97":328,"_99":329,"_101":330,"_103":-5,"_13":-5,"_90":331,"_92":331,"_25":332,"_107":-5,"_108":939,"_110":940},[],[],{"_97":336,"_99":337,"_101":338,"_103":-5,"_13":-5,"_90":339,"_92":339,"_25":340,"_107":-5,"_108":942,"_110":943},[],[],{"_97":344,"_99":345,"_101":346,"_103":-5,"_13":-5,"_90":347,"_92":347,"_25":348,"_107":-5,"_108":945,"_110":946},[],[],{"_97":352,"_99":353,"_101":354,"_103":-5,"_13":-5,"_90":355,"_92":356,"_25":357,"_107":-5,"_108":948,"_110":949},[],[],{"_97":361,"_99":362,"_101":363,"_103":-5,"_13":-5,"_90":364,"_92":365,"_25":366,"_107":-5,"_108":951,"_110":952},[],[],{"_97":370,"_99":-5,"_101":371,"_103":-5,"_13":-5,"_90":372,"_92":372,"_25":373,"_107":-5,"_108":954,"_110":955},[],[],{"_97":377,"_99":378,"_101":379,"_103":-5,"_13":-5,"_90":380,"_92":380,"_25":381,"_107":-5,"_108":957,"_110":958},[],[],{"_97":385,"_99":-5,"_101":386,"_103":-5,"_13":-5,"_90":387,"_92":387,"_25":388,"_107":-5,"_108":960,"_110":9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