Editing Conversations (reassign, set priority, add notes, and more)
The
Unthread app for Slack has the ability to manage conversation details from a pop-up. If you see a button labeled “Manage conversation”, it will pop up an edit modal with action and edit options.
Triaging will bring conversations with customers to an internal channel.In addition to automatically triaging, you can triage on a one-off basis and optionally tag team members in the process.We’ve got a whole article about Triaging here!
In the event that a customer reaches out with the same issue in two separate threads, you can merge them together to unify the analytics.From the manage conversation pop-up, click the 3 dots followed by the “Merge conversation” option.
If you have a conversation that you’d like to split into multiple conversations, go to a conversation on the Unthread dashboard, click the 3 dots next to a particular message, and select “Split conversation from here”. All future messages will be tracked as part of a new conversation.
Tasks can be helpful for tracking engineering work linked to a customer issue.Wouldn’t you know it, we’ve got a whole article about task management and how to integrate your favorite task management app (Jira, Linear, Asana, etc.)
Assigning conversations is a great way to set accountability within your team.
When you assign a message to someone, it will be in their Unthread inbox, and
they’ll get a DM when they are assigned a new message.
Tagging conversation will allow you to group conversations around similar topics. Create, edit, and filter for tags from the homepage of your dashboard.You can filter your inbox by a set of given tags, and you can also get analytics and reporting on the frequency of different tags over time. This helps you to identify trends in customer conversations.You can also use Unthread AI to automatically apply tags based on the customer message.