Getting Started
What is Thread? A Beginner's Guide
Setting Up Your Thread Workspace
Configure Status Mapping in Thread
Thread partner change management guide
Thread Product Overview — Your Guide to the AI-Powered MSP Service Desk
Talking to customers about AI-powered support - Thread customer value messaging
Webhooks & APIs: How Thread talks to your PSA
Integrations
PSA Integrations
ConnectWise PSA
Pod Configuration in ConnectWise PSA
How to use Thread Pods in ConnectWise PSA
How to Setup ConnectWise PSA Ticketing Integration
Connectwise Permissions Overview
Autotask PSA
Configure "Send by Email" for AutoTask
How to Setup Autotask Ticketing Integration
How to Enable Chat and Timepad Insights in Autotask
Setting up an Email Communication Workflow in Autotask
Halo PSA
How to Setup HaloPSA Ticketing Integration
Action Mapping Configuration with Thread
Exploring Your Response Options in Halo
Frequently Asked Questions (FAQ)
Keep Members in Sync with PSA Toggle
Managing Board Visibility in Thread (Board Exclusion)
Other Integrations
Auvik
CloudRadial
ConnectWise Automate
ITGlue
TimeZest
Hudu Integration
IT Glue + Super Magic Partner Guide
Thread + Rewst Integration
Assistive AI Automations
Auto Prioritization
Configuring Auto Prioritization
Auto Categorization
Configuring Auto Categorization
Configuring Ticket Type Categorization
Recap Templates
Magic Recap Template Library
Getting Started with Magic Recap
Auto Title
Configuring Magic Title
Magic Title Rule Creation Guide
Sentiment Analysis
Flows and Views for Sentiment
Configure Magic Sentiment
Proactive Suggestions in Super Magic — Partner Guide
AI Agents
Triage Agent
Setting up Triage Agent
Introducing Your Service Catalog
Create Your First Intents with Triage Agents
Trigger Powerful Automations with Magic Agents
Intent Creation Assistance
Automate Approvals with Magic Agents
Creating a Workflow to Track Magic Agent Activity
Triage Agent Multi-step Intents: API Automation
Setting Up Email Support for Magic Agents and Inbox
Getting Started with Triage Agent
Setting up your Triage Agent (User Guide)
Listening Mode for Triage Agents
New Custom Rules — Triage Agent
Voice AI
Voice AI Setup – Phase 1: Initial Configuration
Voice AI Setup – Phase 2: Overflow & After Hours
Voice AI Setup – Phase 3: The Auto-Attendant (Walk → Run)
Contact Mapping
Voice AI Pronunciation Guide
Voice AI FAQ
Microsoft Teams Pay-As-You-Go Resource Account Calling
Page an on-call technician from a Flow
Voice AI - Outbound Calling
Reminder Agent
Configure Reminder Agent
Manager Guide -Getting started with Client Intelligence
Thread intelligence - Service Tech Guide
Contact Intelligence Overview
How to use Reminder Agent
Contact Intelligence FAQ
Super Magic
Super Magic Tools
Super Magic Tool Reference
Connecting NinjaOne to Super Magic
Connect ConnectWise RMM to Super Magic - Beta
Connect ImmyBot to Super Magic - Beta
Connect ConnectWise Automate to Super Magic - Beta
Use Liongard with Super Magic
Connect Hudu with Super Magic
Connect Linear with Super Magic
Connect Notion with Super Magic
Connect TimeZest with Super Magic
Connect Zapier with Super Magic
Connect IT Glue with Super Magic
Add External Tools to Super Magic with Connectors (Super MCP)
Meet Super Magic: Your AI Agent in the Inbox
Super Magic Admin Guide: Setup, Access & Safety
Super Magic Skills — Save Your Team's Best Playbooks
Thread MCP Server: Developer Guide
Super Magic Skills & Use Cases
Super Magic Prompting 101
Magic Analytics
Getting started with Magic Analytics
Things to Know and Gotchas
Topics You Can Explore
Dashboard Agent
FAQs
Downloading, Alerts & Scheduling
Messenger
Getting Started with Messenger
Configure and Personalize Messenger
Create Your Custom Chat App
Deploy and Test Your Custom Chat App
Deploying Messenger
Teams Service App for your Customers
What is the Teams Service App for Customers?
Design a Custom Teams App for Your Customers
How to Deploy the Teams Service App
Embedding CloudRadial in Your Teams App
Cloning a Legacy Teams App
How to Roll Out the Teams Service App to Specific Users
Microsoft Teams 2.0 FAQs
How to Upgrade your Legacy Teams App
How Do I Upload a Teams App Banner?
Enterprise Teams Support (Teams Deployment for Shared M365 Tenant)
How to Uninstall the Microsoft Teams Service App
Slack Service App for your Customers
How to Test the Slack Service App in a Sandbox Environment
How to Deploy the Slack Service App to a Customer
Desktop Service App
Kiosk Mode
Deploying Messenger to Mac
Windows Deploying Messenger via Command Line
How to Deploy Desktop Messenger with SSO
Web Service App
Embedding the Messenger "Chat Bubble" on Your Website
Messenger Portal Auto Authentication
Embedding Messenger on a Landing Page
Messenger FAQ
Standard Chat vs. Chat with SLAs: What's the difference?
How to Override Messenger Branding and Configuration for a Customer
How Configurations and Assets Work in Messenger Chat
Messenger Internationalization (English & French)
Allow New Contacts to Open Chats in Messenger
How to Set Up Support Business Hours in Messenger
How to Disable a Client's Messenger Access
How Do Customers Use Messenger Chat?
Where Can I Find My Thread App ID?
Show all tickets in Chat option plus Excluded Board & Source
How to Add a "Chat Now" Button to Ticket Email Notifications in Your PSA
Thread Inbox
Getting Started with Inbox
Create Your First Views
How to Setup Single Sign-on (SSO)
What are Views and Insights?
Avatars
Application Overview & Behavior
Default Work Role & Type Logic
Inbox: Getting Started
Inside Views
Navigating a Thread
Thread Control Panel
Notifications
Flows
How to Set Up an On-Call Member to Be Assigned
Creating a Flow to Send a Holiday Out-of-Office Message
How to Setup a SmileBack CSAT Survey
Thread Planner
Thread Planner: How-To Guides and FAQs
Planner ↔ Outlook Calendar Integration
Snippets
Save Time Answering Chats with Snippets
How to Create an Email Signature Using Snippets
Helpful Tips & Tricks
How to Track Your Time in Inbox
Sending Attachments with Inbox
Accessing & Installing Inbox
Can I Customize the Style of My Messages?
What Shortcuts Can I Use in Inbox?
Managing Members in Thread
Thread Admin Panel
Clients
Members
Workspace
Status Automations
Plans & Licenses
Approvals
Approvals in Inbox
How to Set Up User-Defined Fields (UDFs) in Autotask for Approvals
Adding & Removing Contacts in Inbox (HaloPSA)
Experience Level Agreements (XLAs) in Thread — Setup Guide
Channels Deprecation in Inbox
Team Admin Role
Teams Emoji Reactions in Inbox
My Inbox Filters, Views & Column Customization
Holidays and Custom Closures
Inbox Teams
Teams & Slack Companion Apps
Teams Companion App for Service Teams
Installing the Internal-Facing Companion App for Teams
Troubleshooting "You Don't Have Permission" Error in Teams
Slack Companion App for Service Teams
How to Use the Slack Companion App for Service Teams
Installing the Internal-Facing Inbox Companion App for Slack
Customer Communication & Adoption
Craft your White Labeled Thread Customer Rollout Campaign
Can I Get a Custom Teams or Slack Support App?
Multi-Language and Internationalization Support
Webinars & Training
Register for Live Service Team Training
Notifications for your Customers
How Notifications Work for your Customers
Notifications for your Team
How to Manage Your Inbox Notifications
How Notifications Work for your Team
Security & Billing
AI Privacy & Security Overview
Data & Encryption
What if my organization has IP or domain restrictions?
List of Sub-Processors
Claude on AWS Bedrock
Accessing Thread invoice history and billing information
Microsoft Teams App Permissions
Slack Permissions Guide
All Categories > AI Agents > Voice AI
9 articles
Introduction to Voice AI. Voice AI capabilities allow your business to handle calls intelligently, ensuring no client query goes unanswered while optimizing your team's workflow. Introduction to Agen…
Updated 3 months ago by Jake Gipson
Phase 1: Initial Configuration (Foundation) Phase 2: Overflow & After Hours.. Concept Replacing your static, passive voicemail box with an active AI agent that answers calls, takes intelligent messag…
Updated 4 months ago by Jake Gipson
Phase 2: Overflow & After Hours Concept Deploying the main phone line AI in a staged approach. You begin with a "silent" mode to test connectivity and infrastructure before allowing the AI to speak a…
Updated 2 months ago by Jake Gipson
How Voice AI Handles Contact Mapping. When a customer calls, Voice AI identifies who's calling and ensures the ticket is logged under the correct contact and company in your PSA (Professional Service…
Voice AI Pronunciation Guide. This guide focuses on optimizing the way Getthread Voice AI pronounces brand names, contact names, and industry-specific jargon using the standard text and preview box.…
Updated 6 months ago by Jake Gipson
Question Answer Which contacts are in scope for Voice AI? Only PSA contacts with an email or phone number are in scope. If the contact has only an email, the agent will ask for their name and company…
Updated 7 months ago by Jake Gipson
Microsoft Teams – Enabling Pay-As-You-Go Calling for Resource Accounts. ⚠️ Important: Microsoft Licensing Change – Effective November 1, 2025 Microsoft has announced that starting November 1, 2025 ,…
Updated 5 months ago by Jake Gipson
Voice On-Call is a limited-availability feature in partner beta. Contact your Thread representative if you'd like to join the beta. Voice On-Call is a Flow action that turns Voice AI into your after-…
Updated 1 day ago by Jake Gipson
Outbound Calling. Concept. Outbound calling in Thread lets your technicians place calls to customers directly from Inbox, with a verified business caller ID displayed regardless of which device or nu…
Updated 1 month ago by Jake Gipson
