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You can add **Accounts from the Workspace Settings --> Accounts**.\n\n### What settings are defined at the Account level?\n\n- **Account Name:** Name of the external customer organization that will be visible on tickets.\n- **Account Tags:** Optional Tags you can add to an Account for filtering, reporting, SLAs, and automations.\n- **Associated email domain(s)** of the Account organization: The email domain matches new tickets to the correct customer Account.\n- **Associated Slack Channels** (#account name-Unthread): All shared slack channels between your organization and the customer account that Unthread has been added to.\n- **HubSpot Integration & Synced CRM contacts** if applicable: Our [HubSpot integration ](https://docs.unthread.io/docs/integrations/hubspot)enables syncing of the HubSpot Account configuration to Unthread Accounts and pushes tracked Slack conversations into HubSpot in the Account activity feed.\n- **SLA Override Configuration:** Use this option to create an SLA specific to a customer Account rather than using the Project or Channel level SLA settings.\n- **Primary and Secondary Support Representatives** defined for this Account within your organization: You can utilize the primary and secondary support representatives designated in the Account settings in your SLAs to route tickets to them first, defer to the secondary representative when the primary one is unavailable, and in automations should you wish to do thinks like send message alerts to these representatives about Account ticket activity.\n- **Account Admins** designated within the customer Account: This provisions external users with permission to view all tickets in this account.\n\n![image.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fe05a794e-53ab-462d-bb55-f5c297c3a2c3.png?alt=media)\n\n### Accounts and the External Customer Portal\n\nIf you enable your Unthread hosted [External Customer Portal ](https://docs.unthread.io/docs/in-app-support/customer-portal-overview)and require authentication for your external customers to access the portal, one of the authentication options is to \"**Restrict Login to Account Domains**.\" When enabled, only individuals using an email domain associated with one or more of your **Accounts** will be able to access the External Customer Portal via authentication.\n\n![image.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2F8dec1250-bd8b-4ee1-81d2-464013752e69.png?alt=media)\n\n### How to Update or Delete an Account\n\n\\*Note that only Unthread Administrators and Owners within your organization can Add, Update, and Delete Accounts\n\n- Click the **Account name** to open the Account details modal\n- Update any **Account fields** an click **save to update**\n- Use the **trashcan icon** on the bottom right of the Account details modal to **delete** the Account","collectionId","a2145e34-f8e1-4ecb-b1ff-b580331d1d4f","2026-04-23T15:59:46.459Z","2026-05-19T13:35:59.659Z","73d94f1f-ae9c-46bd-8333-8fdab2daf7bd","collection",{"_25":138,"_102":144},"Global Workspace Settings","userGroups",[],"channels",[],{"_43":150,"_132":151,"_134":-5,"_135":152,"_137":153,"_13":-5,"_124":154,"_126":155,"_25":156,"_27":28,"_142":157,"_145":159,"_147":160},"AI Analytics","ai-analytics","## Introduction\n\nNavigate to **Analytics > AI** to view AI performance metrics and understand how your AI assistant is handling customer inquiries.\n\nThis view breaks tickets down by whether agent interaction was needed. For tickets that were deflected, you’ll see a more in-depth grouping.\n\n![ai-deflection-2026-06-04.png](/api/knowledge-base/images/adac55b0-05c0-4edb-a29b-bb998c6cbda8)\n\n## Key metrics: “AI engaged” vs “Deflected conversations”\n\n### AI engaged\n\n**AI engaged** counts conversations where **Unthread AI was engaged** in the conversation.\n\n### Deflected conversations\n\n**Deflected conversations** counts conversations that are **marked as “deflected.”**\n\n### Why the counts can differ\n\nThese counts can differ if your team is **marking tickets as “deflected” via the Unthread API**, even when **Unthread AI is not engaged**. This may happen when an external script/process marks conversations as deflected.\n\n## Deflection Categories\n\nWe’ll highlight the deflection categories below:\n\n- **Closed by Internal User** - The ticket was closed manually by an agent\n- **Closed by Submitter** - The customer closed the ticket themselves after receiving an AI response\n- **Stale Intake** - The user was served a reply by the bot, but there was no explicit indication by the user. This typically indicates that they got the answer that they wanted and then moved on.\n- **Closed by API** - An external script/process you have set up is marking the conversations as deflected\n\n**ℹ️** *AI analytics help you understand your AI assistant’s effectiveness and identify areas where your knowledge base might need improvement.*\n\n## AI Performance Metrics\n\n### Deflection Rate\n\nTrack how often your AI successfully handles inquiries without human intervention. A higher deflection rate means your AI is effectively resolving customer issues independently. The Deflection Rate Percentage is calculated using the number of Deflected Conversation divided by the Total number of conversations during the selected time period.\n\n### Response Quality\n\nMonitor the quality of AI-generated responses through customer feedback and satisfaction scores.\n\n### Conversation Flow\n\nAnalyze how customers interact with your AI assistant and identify opportunities for improvement.\n\n## AI Generated Response History\n\nHere you’ll find a list of all tickets within a time period (default is 30 days) along with the AI response and any user feedback provided. We intend this list to guide you as an admin to understand where your documentation sources could use some additional context or documents.\n\n### Using the Response History\n\n- **Review AI Responses** - See exactly what your AI assistant is saying to customers\n- **Analyze User Feedback** - Understand which responses received positive or negative feedback\n- **Identify Knowledge Gaps** - Spot areas where your documentation needs improvement\n- **Track Performance Trends** - Monitor how AI effectiveness changes over time\n\n## Related Pages\n\n- [AI Responses](https://docs.unthread.io/docs/unthread-ai/ai-generated-responses)\n- [Analytics Overview](https://docs.unthread.io/docs/analytics/analytics-overview)\n- [Knowledge Base](https://docs.unthread.io/docs/knowledge-base/knowledge-base-setup)","a45d37f7-afe5-49cf-836a-6c15ba59769b","2025-09-09T18:48:12.610Z","2026-06-04T15:34:43.375Z","55b9c5e5-47a6-4514-8c00-bc33f4b161e7",{"_25":153,"_102":158},"Analytics",[],[],{"_43":162,"_132":163,"_134":-5,"_135":164,"_137":165,"_13":-5,"_124":166,"_126":167,"_25":168,"_27":28,"_142":169,"_145":171,"_147":172},"AI-Generated Responses","ai-generated-responses","## ![auto-response.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-response.gif?alt=media)\n\n## Introduction\n\nWith Unthread AI, you can use your existing knowledge base to train an AI model to provide helpful responses and relevant documentation to customers. AI works with [Slack](https://docs.unthread.io/docs/setting-up-your-account/connecting-to-slack), [email](https://docs.unthread.io/docs/email-support/email-support), and [in-app chat](https://docs.unthread.io/docs/in-app-support/in-app-chatsupport) support so you can automate your responses to customers across any channel.\n\n## Training AI on Your Knowledge Base\n\nOnce you’ve enabled this feature, you’ll see a tab under “Settings” > “Knowledge Base” where you can connect your documentation. We have an article about how to set up various source of knowledge\n\n📖 [Knowledge Base Syncing](https://docs.unthread.io/docs/knowledge-base/knowledge-base-setup)\n\n### Testing Responses\n\nYou can also click “Test Responses” and enter in some sample text to get a preview of what the AI will generate.\n\n## **AI-Generated Responses**\n\nYou can have the AI automatically respond to a customer question with a human-friendly response via the**Auto-responder**.\n\n💡*As a reminder, the Auto-responder is a helpful tool to automatically reply in a thread or a new email with a custom message, which can be dynamically set based on your hours of operation.*\n\n### AI-Generated Responses in the Channel\n\n![ai-gen-response.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fai-gen-response.png?alt=media)\n\n### Auto-closing Conversations\n\nAfter the AI sends a response in the channel, the customer will be presented with a thumbs up or thumbs down to provide feedback on the answer. A thumbs up will auto-close the conversation, marking it as resolved.\n\n### Enabling Auto-responder Replies\n\nFrom the Slack settings or your Email inbox settings, you can enable the AI-generated responses in the “auto-responder” section.\n\n![auto-responder-ai.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-ai.png?alt=media)\n\n### White-labeling the Bot\n\nYou can set your own custom name and image for the bot that replies. To set this, go to “Settings” > “General”, and you’ll see an option to set the “support name & logo”.\n\n## Suggesting Responses to Support Reps\n\nIn the case that you don’t want your customers to be interacting directly with the AI, you can instead **suggest responses** to support reps privately. This is a great way to preview what the AI-generated response would be and make edits before sending.\n\n### Suggesting a Response in Slack\n\nTo generate a suggested response from inside of Slack, you can do one of the following:\n\n- Apply the ”🤔” reaction to the message you’d like a response to\n- Use a “message shortcut” called “Suggest AI Response”\n\nIn either case, you will get a private message inline with a human-friendly response as well as links to any relevant documentation\n\n![suggest-response.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsuggest-response.png?alt=media)\n\n### Suggesting a Response in Your Web Inbox\n\nFrom the web dashboard, when managing a conversation, you can suggest a respnose by navigating to the conversation details page, and clicking ”✨ Suggest response”.\n\nℹ️ *If you don’t see a “Suggest response” button, you likely need to go to your “Settings” > “AI” page and enable AI responses from there*\n\n## Analytics\n\n![kb-analytics.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fkb-analytics.png?alt=media)\n\nTo view feedback from end users on the quality of your AI-generated responses, head over to “Analytics” > “AI” from your Unthread dashboard.\n\nFrom there, you’ll see the thumbs up or thumbs down reactions by end users, as well as examples where the AI wasn’t able to find any documentation.\n\n💡***Coming soon:*** *we’ll also suggest improvements to your docs based on the conversation history that takes place!*","ef88f17f-9bdc-4fd1-911c-acf273d2f65f","2023-12-03T18:55:51.532Z","2026-05-13T19:50:52.213Z","702292cb-0523-4cb8-bc3f-05583306b466",{"_25":165,"_102":170},"Unthread AI",[],[],{"_43":174,"_132":175,"_134":-5,"_135":176,"_137":153,"_13":-5,"_124":177,"_126":178,"_25":179,"_27":28,"_142":180,"_145":181,"_147":182},"Analytics Overview","analytics-overview","**ℹ️ *Analytics is available on all Unthread plans.*** *Contact our support team if the option is unavailable.*\n\n## Introduction\n\nWelcome to Unthread Analytics! Whether you’re just getting started or looking to dive deeper, this guide will help you understand and optimize your customer support operations using data.\n\nThink of analytics as your support team’s compass—it shows you where you’ve been, where you are now, and helps you navigate toward better customer experiences.\n\n## Getting Started: Your First Steps\n\n1. **Navigate to Analytics**\n\n Go to **Dashboard > Analytics** in the main menu\n\n2. **Start with Response Times**\n\n Begin with first response time reports to understand your team’s current performance\n\n3. **Save Your First Report**\n\n When you find a view you like, save it as a report for quick access later\n\n4. **Build Your Dashboard**\n\n Use the board builder to combine multiple reports into a comprehensive view\n\n5. **Set Up Regular Reviews**\n\n Schedule time to review your analytics regularly\n\n 🎦 [See AI insights transform ticket analytics in action.](https://www.loom.com/share/8da07b9fe84146759d4860f8265079cc?sid=5e1470a7-35a3-4a3d-b44a-f7b3a9c04d67)\n\n## What You Can Track\n\n### [Performance Analytics](https://docs.unthread.io/docs/analytics/performance-analytics)\n\nSee how quickly your team responds to customers and resolves issues. Track response times, resolution times, and overall team efficiency to spot areas for improvement.\n\n### [Volume Analytics](https://docs.unthread.io/docs/analytics/volume-analytics)\n\nUnderstand your workload patterns and conversation volumes. Identify when you’re busiest and plan your staffing accordingly.\n\n### [AI Analytics](https://docs.unthread.io/docs/analytics/ai-analytics)\n\nSee how well your AI assistant is performing. Track deflection rates and understand how effectively your AI handles customer inquiries.\n\n### [Board Builder](https://docs.unthread.io/docs/analytics/board-builder)\n\nCreate custom dashboards that combine multiple reports. Great for executives and stakeholders who need a high-level view of everything.\n\n## Your Analytics Dashboard\n\n### Real-Time Updates\n\nYour analytics update in real-time, so you’re always looking at current data. No more wondering if your reports are stale—what you see is what’s happening right now!\n\n### Interactive Dashboards\n\nUse the board builder to create custom dashboards that display multiple reports side by side. This is where the magic happens—your personal mission control for monitoring the metrics that matter most to your team.\n\n### Smart Filtering\n\nFilter your data by assignee, customer, channel, priority, status, and custom fields to focus on specific aspects of your support operations.\n\n### Export Your Data\n\nDownload your analytics data as CSV files for external analysis, presentations, or reporting to stakeholders.\n\n### Business Hours Focus\n\nToggle between all hours and business hours to focus on working time metrics—perfect for operational planning and SLA monitoring.\n\n## How Teams Use Analytics\n\n## ![AnalyticsReportType.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FAnalyticsReportType.gif?alt=media)\n\n### Daily Operations: Your Morning Check-in\n\nStart your day by checking your analytics dashboard. Monitor response times and open conversation counts to understand your current workload. Check AI deflection rates and review volume patterns to ensure balanced distribution.\n\n### Weekly Reviews: The Big Picture\n\nSet aside time each week to analyze resolution times and customer satisfaction scores. Review escalation rates and channel performance to identify bottlenecks and celebrate wins.\n\n### Monthly Planning: Strategic Insights\n\nUse monthly analytics reviews to assess overall team performance trends. Review customer satisfaction and sentiment trends to understand long-term patterns.\n\n## \n\n## Getting the Most Out of Analytics\n\n### Start Simple\n\nDon’t try to track everything at once. Begin with 2-3 key metrics that align with your team’s goals, then gradually expand your analysis.\n\n### Set Your Baselines\n\nDocument your current performance levels and set realistic improvement targets. Track your progress over time to measure success.\n\n### Make It a Habit\n\nSchedule regular analytics reviews with your team. Use the data to inform process improvements and recognize achievements.\n\n### Optimize Performance\n\n- Use business hours filtering for operational metrics\n- Limit date ranges for better performance\n- Apply filters early to reduce data volume\n- Save frequently used reports for quick access\n\n## Need Help?\n\nFor technical issues or questions about analytics functionality:\n\n- **In-app Help**: Click on the Unthread icon in the analytics interface\n- **Documentation**: Refer to the detailed guides linked above\n- **Still need assistance?**: Shoot us a note at [hello@unthread.io](mailto:hello@unthread.io) or send us a message in your dedicated Slack channel.\n\n## Related Pages\n\n- [**API Reference**](https://docs.unthread.io/docs/api-docs/api-reference)","2025-09-09T18:48:17.333Z","2026-05-13T17:47:30.159Z","bac5f324-40af-44b9-adbc-8aaafbbbbbd7",{"_25":153,"_102":158},[],[],{"_43":184,"_132":185,"_134":-5,"_135":186,"_137":187,"_13":-5,"_124":188,"_126":189,"_25":190,"_27":28,"_142":191,"_145":192,"_147":193},"API Reference","api-reference","Everything in Unthread is driven by our powerful API. You can set up your own Service Account to get an API key with specific permissions.\n\n## Create a Service Account to Generate an API Key\n\nIn order to call the API, you will first need to create a service account. Service Accounts are given permissions just like users, and they can be scoped to a [Project](https://docs.unthread.io/docs/setting-up-your-account/projects-permissions), or be tenant-wide.\n\nTo generate a **Project-scoped API key**, go to \"Setup\" > \"Service Accounts\"\n\nTo generate a **tenant-wide API key** (if you're a platform admin or owner), you can go to \"Workspace Settings\" > \"Service Accounts\".\n\nOptionally, you can add a helpful description and a date of expiration of the service account. There are no limits on the number of service accounts that you create.\n\nAfter creating the new service account, you will see a window displaying the service account’s API key. Copy this key and put it somewhere safe and secret. **Once you close the window you will not be able to view the key again.**\n\n## Calling the API\n\nThe URL for calls to the API will have the following form, with $ being replaced by the endpoint you are trying to call:\n\n```plaintext\nhttps://api.unthread.io/api/${endpoint}\n```\n\nIn order to authenticate, you must send an HTTP header with the key “X-Api-Key” and the value set to the service account key created in the previous section. All request and response bodies will be in JSON.\n\n## \n\n## API Conventions\n\nThe Unthread API follows RESTful conventions when possible, with most operations performed via `GET`, `POST`, `PATCH`, and `DELETE` requests. Request and response bodies are encoded as JSON.\n\n### List Endpoints\n\nAll list endpoints follow the same conventions. Requests are made in the following format:\n\n```plaintext\ninterface Where {\n field: WhereField;\n operator: '==' | '!=' | '>' | '<' | 'in' | 'notIn' | 'contains' | 'notContains' | 'like';\n value: string | number | string[];\n}\n\ninterface ListRequest {\n select?: Array;\n order?: Array;\n where?: Array>;\n limit?: number;\n descending?: boolean;\n cursor?: string;\n}\n```\n\nAccepted values for SelectField, OrderByField and WhereField depend on the object. Responses are made in the following format:\n\n```plaintext\ninterface ListResponse {\n data: Array;\n totalCount: number;\n cursors: {\n hasNext: boolean;\n hasPrevious: boolean;\n next?: string;\n previous?: string;\n };\n}\n```\n\nResponses are paginated by providing a cursor to the next or previous page. The limit per page is 100. An example list request is provided below:\n\n```plaintext\n// Request\n// POST /conversations/list\n{\n \"select\": [\n\t\t\"id\",\n\t\t\"title\",\n\t\t\"initialMessage.ts\",\n\t\t\"initialMessage.text\",\n\t\t\"tags.id\",\n\t\t\"tags.name\"\n\t],\n \"order\": [\"createdAt\", \"id\"],\n \"where\": [\n {\n \"field\": \"customerId\",\n \"operator\": \"==\",\n \"value\": \"9YQjOSTFXeOPF8xNURFd\"\n }\n ],\n \"descending\": true,\n \"limit\": 1,\n \"cursor\": \"W3RydWUsWyIwNTU4MTc5Zi1kYTJkLTQxZjItOTZlYy1iZGY2YzkzZGQ1MjIiXV0=\"\n}\n\n// Response\n{\n \"data\": [\n {\n \"id\": \"0476bfd0-0c3f-4dfb-b462-d75a4a6908e1\",\n\t\t \"title\": \"A bug report\",\n\t\t \"initialMessage\": {\n \"ts\": \"1675183719.124879\",\n \"text\": \"Help, I found a bug\"\n } ,\n\t\t \"tags\": [\n {\n \"id\": \"32561c55-0f01-47af-aa55-1a3d638f41e8\",\n \"name\": \"Bug\"\n }\n ]\n }\n ],\n \"totalCount\": 688,\n \"cursors\": {\n \"hasNext\": true,\n \"hasPrevious\": true,\n \"next\": \"W3RydWUsWyIwNDUzYmFiNi1iNDY3LTQ0MGMtYmMzZi1mNWEyODQ5YzlkYWUiXV0=\",\n \"previous\": \"W2ZhbHNlLFsiMDI4ZDg3NzMtY2I5Ni00MDQzLTlmYjYtMGZhOWUzYmFmY2MzIl1d\"\n }\n}\n```\n\n### Create and Update Endpoints\n\nCreate and update endpoints can specify a `select` query param that takes a comma-separated list of fields to return in the response. Example below:\n\n```plaintext\n// Request\n// PATCH /conversations/0476bfd0-0c3f-4dfb-b462-d75a4a6908e1?select=id,title,initialMessage.ts,initialMessage.text,tags.id,tags.name\n{\n \"status\": \"closed\"\n}\n\n// Response\n{\n \"id\": \"0476bfd0-0c3f-4dfb-b462-d75a4a6908e1\",\n \"title\": \"A bug report\",\n \"initialMessage\": {\n \"ts\": \"1675183719.124879\",\n \"text\": \"Help, I found a bug\"\n } ,\n \"tags\": [\n {\n \"id\": \"32561c55-0f01-47af-aa55-1a3d638f41e8\",\n \"name\": \"Bug\"\n }\n ]\n}\n```\n\n## \n\n## Objects\n\n### Conversation\n\n```plaintext\ninterface Conversation {\n id: string;\n status: \"open\" | \"in_progress\" | \"on_hold\" | \"closed\";\n subStatusId: string;\n customerId: string | null;\n channelId: string;\n wasManuallyCreated: boolean;\n friendlyId: number;\n createdAt: string;\n updatedAt: string;\n closedAt: string | null;\n statusUpdatedAt: string | null;\n responseTime: number | null;\n responseTimeWorking: number | null;\n resolutionTime: number | null;\n resolutionTimeWorking: number | null;\n title: string | null;\n priority: number | null;\n initialMessage: Message;\n assignedToUserId: User | null;\n tags: Array;\n customer: Customer | null;\n wakeUpAt: string | null;\n summary: string | null;\n snoozedAt: string | null;\n lockedAt: string | null;\n ticketTypeId: string | null;\n ticketTypeFields: Record;\n metadata?: Record;\n projectId: string;\n followers?: {\n userId?: string;\n groupId?: string;\n entityId: string;\n }[];\n collaborators?: {\n collaboratorTypeId: string;\n userId?: string;\n groupId?: string;\n entityId: string;\n }[];\n files?: {\n id: string;\n name: string;\n size: number;\n filetype: string;\n mimetype: string;\n }[];\n}\n```\n\n### Message\n\n```plaintext\ninterface Message {\n ts: string;\n userId: string;\n userTeamId: string;\n botId: string;\n botName: string;\n text: string;\n subtype: string | null;\n conversationId: string;\n timestamp: string;\n threadTs: string | null;\n conversation: Conversation;\n user: User | null;\n metadata?: {\n eventType?:\n | \"autoresponder_replied\"\n | \"email_received\"\n | \"email_explanation_sent\"\n | \"widget_message_received\"\n | \"microsoft_teams_message_received\"\n | \"unthread_outbound\"\n | \"post_close_template_sent\"\n | \"customer_view_button\"\n | \"slack_bot_dm_received\";\n };\n}\n```\n\n### Customer (aka Channel)\n\n```plaintext\ninterface Customer {\n name: string;\n primarySupportAssigneeId: string | null;\n primarySupportAssigneeType: \"user\" | \"team\" | null;\n secondarySupportAssigneeId: string | null;\n secondarySupportAssigneeType: \"user\" | \"team\" | null;\n replyTimeoutMinutes: number | null;\n defaultTriageChannelId: string | null;\n disableAutomatedTicketing: boolean | null;\n botHandling: \"off\" | \"all\" | null;\n autoresponder: AutoresponderOptions | null;\n supportSteps: Array | null;\n slackTeamId: string | null;\n assignToTaggedUserEnabled: boolean | null;\n slackChannelId: string | null;\n createdAt: string;\n updatedAt: string;\n tags: Array;\n slackChannel: SlackChannel | null;\n projectId: string;\n}\n```\n\n### Tag\n\n```plaintext\ninterface Tag {\n id: string;\n name: string;\n description: string;\n autoTaggingEnabled: boolean;\n projectId: string;\n}\n```\n\n### User\n\n```plaintext\ninterface User {\n id: string;\n name: string;\n email: string;\n slackId: string;\n photo: string;\n customFields: CustomField[];\n}\n```\n\n### User Team\n\n```plaintext\ninterface UserTeam {\n id: string;\n name: string;\n slackId: string;\n}\n```\n\n### Slack Channel\n\n```plaintext\ninterface SlackChannel {\n id: string;\n name: string;\n isShared: boolean;\n isPrivate: boolean;\n}\n```\n\n### Simple Condition\n\n```plaintext\ninterface SimpleCondition {\n leftValue?: any;\n leftValueFrom?: string;\n operator: \"equals\" | \"notEquals\" | \"greaterThan\" | \"lessThan\" | \"greaterThanOrEquals\" | \"lessThanOrEquals\" | \"contains\" | \"notContains\" | \"in\" | \"notIn\";\n rightValue?: any;\n rightValueFrom?: string;\n}\n```\n\nFor a “simple condition”, the left and right values are compared using the operator. For example, if the operator is “equals”, the left and right values are compared for equality. For left and right values, either a value can be provided directly or a reference to a field in the “context”, through the `leftValueFrom` and `rightValueFrom` fields.\n\nThe “context” depends on the object and the operation. For example, for ticket type field conditions, the context has the following shape:\n\n```plaintext\n{\n \"conversation\": {\n \"ticketTypeFields\": {\n \"12345678-1234-1234-1234-123456789abc\": \"value-1\",\n \"42345678-1234-1234-1234-123456789abd\": \"value-2\"\n }\n }\n}\n```\n\nTherefore, a condition can be added on a ticket type field like this:\n\n```plaintext\n{\n \"leftValueFrom\": \"conversation.ticketTypeFields['12345678-1234-1234-1234-123456789abc']\",\n \"operator\": \"equals\",\n \"rightValue\": \"value-1\"\n}\n```\n\nThis will cause the field to be available for a given conversation if the ticket type has field `12345678-1234-1234-1234-123456789abc` set to `value-1`.\n\n### Ticket Type Field\n\n```plaintext\ninterface TicketTypeField {\n id: string;\n label: string;\n type: \"short-answer\" | \"long-answer\" | \"multi-select\" | \"single-select\" | \"checkbox\" | \"user-select\" | \"multi-user-select\";\n required: boolean;\n public: boolean;\n description: string;\n options?: string[];\n conditions?: {\n type: \"simple\";\n simple:\n | SimpleCondition\n | {\n and: SimpleCondition[];\n }\n | {\n or: SimpleCondition[];\n };\n };\n}\n```\n\nFor ticket type field conditions, the only context\n\n### Ticket Type\n\n```plaintext\ninterface TicketType {\n id: string;\n name: string;\n projectId: string;\n description: string;\n createdAt: string;\n updatedAt: string;\n fields: Array;\n}\n```\n\n### Autoresponder Options\n\n```plaintext\ninterface AutoresponderOptions {\n enabled: boolean;\n condition: \"always\" | \"outside-working-hours\";\n message: string;\n}\n```\n\n### Support Step\n\n```plaintext\ninterface SupportStep {\n type: \"assignment\" | \"escalation\" | \"reminder\" | \"triage\";\n assigneeId?: string;\n assigneeType?: \"user\" | \"team\";\n minutes: number;\n shouldCycleThroughTeamMembers?: boolean;\n maxCycles?: number;\n cycleMinutes?: number;\n}\n```\n\n### Outbound\n\n```plaintext\ninterface Outbound {\n id: string;\n status: \"scheduled\" | \"draft\" | \"sent\" | \"failed\";\n deliveryMethod: \"slack\";\n subject: string;\n // See Slack Block Kit documentation for details on the blocks field: https://api.slack.com/block-kit\n blocks: Array;\n recipients: {\n type: \"customer\";\n id: string;\n }[];\n sendAs: {\n // For type == \"support-rep\" the ID is the user ID to use as a default if there is no support rep for a given customer.\n type: \"user\" | \"support-rep\";\n id: string;\n };\n runAt: string;\n}\n```\n\n### Webhook Subscription\n\n```plaintext\ninterface WebhookSubscription {\n id: string;\n url: string;\n enabled: boolean;\n}\n```\n\n### Approval Request\n\n```plaintext\ninterface ApprovalRequest {\n status: \"approved\" | \"rejected\" | \"pending\";\n id: string;\n tenantId: string;\n assignedToGroupId?: string;\n assignedToUserId?: string;\n statusChangedAt?: Date;\n conversationId: string;\n title?: string;\n notes?: string;\n createdAt: Date;\n approverUser?: User;\n approverGroup?: UserTeam;\n}\n```\n\n### Collaborator Type\n\n```plaintext\ninterface CollaboratorType {\n id: string;\n name: string;\n key: string;\n description?: string;\n}\n```\n\n### Account\n\n```plaintext\ninterface Account {\n id: string;\n name: string;\n primarySupportAssigneeId: string | null;\n primarySupportAssigneeType: \"user\" | \"team\" | null;\n secondarySupportAssigneeId: string | null;\n secondarySupportAssigneeType: \"user\" | \"team\" | null;\n emailsAndDomains: string[];\n slackChannelIds: string[];\n slackTeamIds: string[];\n customFields: any[];\n supportSteps: any[];\n imageUrl: string | null;\n externalCrmMetadata: {\n id: string;\n } | null;\n createdAt: string;\n updatedAt: string;\n createdBy: string;\n updatedBy: string;\n slackChannels: Array;\n slackTeams: Array<{\n id: string;\n name: string;\n icon: string;\n }>;\n tags: Array;\n}\n```\n\n### User Group\n\n```plaintext\ninterface UserGroup {\n id: string;\n description?: string;\n isExternal: boolean;\n filters: Array;\n projectId: string | null;\n}\n```\n\n### Filter\n\n```plaintext\ninterface Filter {\n field: string;\n operator: 'contains' | 'notContains' | 'in' | 'notIn' | 'equals' | 'notEquals' | 'lessThan' | 'greaterThan' | 'isNull' | 'isNotNull' | 'stringContains' | 'stringNotContains'\n value: any;\n}\n```\n\n# Endpoints\n\n## Accounts\n\n**Create Account**\n\n```plaintext\nPOST /accounts\n```\n\nThis endpoint will create and return a new account.\n\nRequest schema:\n\n```plaintext\ninterface CreateAccountRequest {\n name: string;\n primarySupportAssigneeId?: string | null;\n primarySupportAssigneeType?: \"user\" | \"team\" | null;\n secondarySupportAssigneeId?: string | null;\n secondarySupportAssigneeType?: \"user\" | \"team\" | null;\n emailsAndDomains?: string[];\n slackChannelIds?: string[];\n slackTeamIds?: string[];\n customFields?: any[];\n supportSteps?: any[];\n imageUrl?: string | null;\n externalCrmMetadata?: {\n id: string;\n } | null;\n}\n```\n\n### Get Account by ID\n\n```plaintext\nGET /accounts/:accountId\n```\n\nThis endpoint will return the given account.\n\n### Update Account\n\n```plaintext\nPATCH /accounts/:accountId\n```\n\nThis endpoint will return the updated account. All fields from the create request schema can be updated.\n\n### Delete Account\n\n```plaintext\nDELETE /accounts/:accountId\n```\n\nThis endpoint will delete the given account.\n\n### List Accounts\n\n```plaintext\nPOST /accounts/list\n```\n\nThis endpoint will return a list of accounts following the standard list conventions. Supported fields for select, order, and where operations:\n\n- `id`\n- `name`\n- `imageUrl`\n- `primarySupportAssigneeId`\n- `primarySupportAssigneeType`\n- `secondarySupportAssigneeId`\n- `secondarySupportAssigneeType`\n- `primarySupportAssignee.id`\n- `primarySupportAssignee.name`\n- `secondarySupportAssignee.id`\n- `secondarySupportAssignee.name`\n- `emailsAndDomains`\n- `slackChannelIds`\n- `slackTeamIds`\n- `customFields`\n- `supportSteps`\n- `createdAt`\n- `updatedAt`\n- `createdBy`\n- `updatedBy`\n- `slackChannels.id`\n- `slackChannels.name`\n- `slackChannels.isPrivate`\n- `slackChannels.isShared`\n- `slackChannels.archivedAt`\n- `slackChannels.slackTeamId`\n- `slackTeams.id`\n- `slackTeams.name`\n- `slackTeams.icon`\n- `tags.id`\n- `tags.name`\n- `externalCrmMetadata`\n\n## \n\n## Approval Requests\n\n### **Create Approval Request for Conversation**\n\n```plaintext\nPOST /conversations/:conversationId/approval-requests\n```\n\nThis endpoint will return the newly created approval request. Fields that can be set on create are: `title`, `assignedToUserId` and `assignedToGroupId`.\n\n### **Get Approval Requests for Conversation**\n\n```plaintext\nGET /conversations/:conversationId/approval-requests\n```\n\nThis endpoint will return a list of approval requests for the given conversation.\n\n## \n\n## Automations\n\n**Create Automation**\n\n```plaintext\nPOST / automations;\n```\n\nThis endpoint creates a new automation.\n\n**Request Body**\n\nThe request body should be a JSON object with the following structure:\n\n```plaintext\n{\n name: string;\n description?: string | null;\n status?: 'draft' | 'active' | 'inactive';\n trigger: AutomationTrigger;\n steps: AutomationStep[];\n conditions?: Conditions | null;\n}\n```\n\n- `name` (required): The name of the automation.\n- `description` (optional): A description of the automation.\n- `status` (optional): The status of the automation. Defaults to ‘draft’ if not provided.\n- `trigger` (required): The trigger configuration for the automation.\n- `steps` (required): An array of steps that define the automation’s actions.\n- `conditions` (optional): Conditions that determine when the automation should run.\n\n### AutomationTrigger\n\nThe `trigger` field should be an object with a `type` property and a `data` property. The structure depends on the trigger type:\n\n```plaintext\n{\n type: \"event\" | \"manual\" | \"webhook\" | \"slackReaction\" | \"scheduled\" | \"delay\";\n data: {\n // Fields depend on the trigger type\n }\n}\n```\n\n### AutomationStep\n\nEach step in the `steps` array should be an object with a `type` property and a `data` property:\n\n```plaintext\n{\n type: \"action\" | \"branches\";\n data: {\n // Fields depend on the step type\n }\n}\n```\n\n### Response\n\nThe response will be a JSON object representing the created automation, including its ID and other details.\n\n### Notes\n\n- Automations are only available if custom actions are enabled for the tenant.\n\n### Posting shared code library external functions for automations\n\nUse this POST function:\n\n```plaintext\nPOST /automations/functions?projectId=${project ID goes here}\n\n{\n\"code\": \"code goes here...\"\n}\n```\n\nThat should return an object with a version property:\n\n```plaintext\n{\\\n\"version\": 2,\\\n...other properties here\\\n}\n```\n\nThen you'll need to activate the version:\n\n```plaintext\nPOST /automations/functions/${version here}/activate?projectId${project ID here}\n\n{}\n```\n\nThe projectId query param is optional. If this is for *tenant* level automations leave that blank.\n\n\\*\\*\\*If you need to \"roll-back\" a change made through the API you can do so by activating a previous function version.\n\n## Conversation Management\n\n### Add Follower to Conversation\n\n```plaintext\nPOST /conversations/:conversationId/add-follower\n```\n\nThis endpoint will add a follower to the given conversation. The request body should contain the `entityId` of the follower to add and the `entityType` which is either “user” or “group”.\n\n### **Remove Follower from Conversation**\n\n```plaintext\nPOST /conversations/:conversationId/remove-follower\n```\n\nThis endpoint will remove a follower from the given conversation. The request body should contain the `entityId` of the follower to remove.\n\n### Assign Collaborator to Conversation\n\n```plaintext\nPUT /conversations/:conversationId/collaborators/:collaboratorTypeId\n```\n\nThis endpoint will add a collaborator with the given collaborator type to the given conversation. The request body should contain the `entityId` of the collaborator to add and the `entityType` which is either “user” or “group”.\n\n### List Collaborator Types\n\n```plaintext\nPOST /collaborator-types/list;\n```\n\nThis endpoint will return a list of collaborator types.\n\n### Create External Task\n\n```plaintext\nPOST /conversations/:conversationId/external-tasks\n```\n\nSample body:\n\n```plaintext\n{\n \"title\": \"Fix widget export failure\",\n \"description\": \"Customer cannot export CSV from the dashboard.\",\n \"integrationId\": \"linear-task-manager-integration-uuid\",\n \"projectId\": \"linear-project-id\",\n \"assigneeId\": \"linear-user-id\",\n \"providerConfig\": {\n \"linearTeamId\": \"linear-team-id\",\n \"linearLabelIds\": [\"linear-label-id-1\", \"linear-label-id-2\"],\n \"linearPriority\": 2,\n \"linearStatusId\": \"linear-workflow-state-id\",\n \"linearDueDate\": \"2026-06-15\"\n }\n}\n```\n\n## Conversations\n\n### Create Conversation\n\n```plaintext\nPOST / conversations;\n```\n\nThis endpoint will create and return a new conversation. Behavior will differ depending on the `type` field:\n\n- For `type == \"slack\"`, the conversation will be for communication in Slack. You can choose to post the details either into a DM or into a channel.\n- For `type == \"triage\"`, the conversation will be for internal discussion only and there will be no way to communicate with the customer. The `triageChannelId` field is required.\n- For `type == \"email\"`, the conversation will be continued via email replies. Replies in the thread with `/unthread send` appended will be sent to the customer via email. The `emailInboxId` field is required. The `onBehalfOf` field is used to specify the email address and name of the end user to communicate with.\n\nIf `customerId` is provided, the conversation will be linked to the given customer and that customer’s autoresponder and SLA settings will be applied.\n\nRequest schema:\n\n```plaintext\ninterface CreateConversationRequest {\n type: \"triage\" | \"email\" | \"slack\";\n markdown: string;\n status: \"open\" | \"in_progress\" | \"on_hold\" | \"closed\";\n assignedToUserId?: string;\n customerId?: string;\n channelId?: string; // Only required if type == \"slack\". If not provided, the conversation will be continued through the Unthread app for Slack via a DM.\n projectId?: string;\n priority?: 3 | 5 | 7 | 9;\n triageChannelId?: string; // Only required if type == \"triage\"\n notes?: string;\n title?: string;\n excludeAnalytics?: boolean;\n emailInboxId?: string; // Only required if type == \"email\"\n ticketTypeId?: string;\n onBehalfOf?: {\n // Only required if type == \"email\". Either email or id must be provided.\n email?: string;\n name?: string;\n id?: string;\n };\n}\n```\n\n### Attachments\n\nFiles can be attached to the conversation by making a multipart/form-data request instead of a JSON request. The JSON payload should be included as a form field named `json` and the files should be included as additional form fields with the name `attachments` and the file as the value.\n\nSlack enforces a hard limit of **10 file attachments per Slack message** (not per conversation). If you need to attach more than 10 files, split the attachments across multiple messages.\n\nThe maximum file size is 20MB.\n\nSee the following Javascript example for clarification:\n\n```plaintext\nconst formData = new FormData();\n\nformData.append(\n \"json\",\n JSON.stringify({\n type: \"email\",\n markdown: \"Hello, world!\",\n status: \"open\",\n onBehalfOf: {\n email: \"example@unthread.io\",\n name: \"Example User\",\n },\n emailInboxId: \"12345678-1234-1234-1234-123456789abc\",\n })\n);\n\nformData.append(\"attachments\", file1);\nformData.append(\"attachments\", file2);\n\nawait fetch(\"https://api.unthread.io/api/conversations\", {\n method: \"POST\",\n headers: {\n \"X-Api-Key\": \"Bearer YOUR_API_KEY\",\n },\n body: formData,\n});\n```\n\nNotes:\n\n- Markdown should follow the [Slack formatting](https://api.slack.com/reference/surfaces/formatting) guide.\n- For more info on multipart/form-data requests, see the IETF [RFC 7578](https://tools.ietf.org/html/rfc7578).\n\n### Get Conversation by ID\n\n```plaintext\nGET /conversations/:conversationId\n```\n\nThis endpoint will return the given conversation.\n\n### Update Conversation\n\n```plaintext\nPATCH /conversations/:conversationId\n```\n\nThis endpoint will return the updated conversation. Fields that can be updated are:\n\n- `status`\n- `subStatusId`\n- `priority`\n- `notes`\n- `assignedToUserId`\n- `wakeUpAt`\n- `snoozedAt`\n- `excludeAnalytics`\n- `title`\n- `lockedAt`\n- `customerId`\n- `ticketTypeId`\n- `ticketTypeFields`\n- `submitterUserId`\n- `metadata`\n\n### \n\nQuery parameters:\n\n- `useFullContent` (optional): When set to `true`, returns the full content of the conversation in the response. Defaults to `false`.\n- `mergeTicketTypeFields`(optional): When set to `true`, merges the provided `ticketTypeFields` with existing fields instead of replacing them entirely. Defaults to `false`.\n\nExample:\n\n```plaintext\nPATCH /conversations/:conversationId?mergeTicketTypeFields=true\n```\n\n### **List Conversations**\n\n```plaintext\nPOST / conversations / list;\n```\n\nThis endpoint will return a list of conversations.\n\n### List Messages for Conversation\n\n```plaintext\nPOST /conversations/:conversationId/messages/list\n```\n\nThis endpoint will return a list of messages for a given conversation.\n\n### Create Message in Conversation\n\n```plaintext\nPOST /conversations/:conversationId/messages\n```\n\nThis endpoint will post a new message into a Slack thread for a conversation.\n\nSample request:\n\n```plaintext\ninterface Block {\n type: \"section\" | \"survey\";\n text?: {\n text: string;\n type: \"mrkdwn\" | \"plaintext\";\n };\n survey_id?: string;\n}\n\ninterface CreateMessageRequest {\n body?: {\n type: \"html\" | \"markdown\";\n value: string;\n };\n blocks?: Block[];\n markdown?: string; // DEPRECEATED: Use 'blocks' and/or 'body' instead\n triageThreadTs?: string;\n isPrivateNote?: boolean; // Only applicable for email and in-app chat conversations\n isAutoresponse?: boolean; // Set this to true to treat this as a bot auto-response. Useful when responding to a conversation with your own AI bot.\n onBehalfOf?: {\n email?: string;\n name?: string;\n id?: string;\n };\n}\n```\n\nNotes:\n\n- Either `body`, `blocks` or `markdown` must be provided.\n- If both `blocks` and `body` or `markdown` are provided, the `blocks` will be appended after the `markdown` content\n- Only pass in `triageThreadTs` if you want the message to be posted to a [triage](https://help.unthread.unthread.io/articles/016a0ff3-d7ba-40bc-bbd6-9676c04854db) thread for that conversation rather than being sent to the customer.\n- For email and in-app chat conversations, set `isPrivateNote` to `true` to mark the message as a private note which will post to the Slack thread for the conversation without sending a response back to the customer.\n- File attachments can also be included. See the section on adding attachments when creating a conversation for more information.\n- If `onBehalfOf` is provided, the message will be sent as the given user. If not provided, the message will be sent as the Unthread bot.\n\n## Download File Attachment\n\n```plaintext\nGET /conversations/:conversationId/files/:fileId/full\n```\n\nThis endpoint will return the full contents of a file attachment for a given conversation. The `:fileId` can be found in the `files` array of the conversation object.\n\n## \n\n## Customers\n\n### Get Customer by ID\n\n```plaintext\nGET /customers/:customerId\n```\n\nThis endpoint will return the given customer.\n\n### Update Customer\n\n```plaintext\nPATCH /customers/:customerId\n```\n\nThis endpoint will return the updated customer. Fields that can be updated are: `name`, `slackChannelId`, `autoresponder`, `supportSteps`, `defaultTriageChannelId`, `disableAutomatedTicketing`, `primarySupportAssigneeId`, `primarySupportAssigneeType`, `secondarySupportAssigneeId`, `secondarySupportAssigneeType`, `replyTimeoutHours`, `botHandling`, `emailDomains`.\n\n### Create Customer\n\n```plaintext\nPOST / customers;\n```\n\nThis endpoint will return the newly created customer and will create a Slack channel automatically if the `createChannel` flag is set to `true`.\n\n```plaintext\ninterface CreateCustomerRequest {\n name: string;\n slackChannelId?: string;\n emailDomains?: string[];\n tagIds?: string[],\n isPrivate?: boolean;\n inviteUserIds?: string[];\n channelTopic?: string; // max 250 characters\n createChannel?: boolean; // to create a channel in Slack for this customer\n}\n```\n\n### Delete Customer\n\n```plaintext\nDELETE /customers/:customerId\n```\n\nThis endpoint will delete the given customer.\n\n### List Customers\n\nThis endpoint will return a list of customers.\n\n## \n\n## Knowledge Base\n\n### Query Knowledge Base\n\n```plaintext\nPOST / knowledge - base / query;\n```\n\nThis endpoint allows you to make a one-off query to the knowledge base. You can optionally pass various context parameters to influence the query results.\n\nRequest schema:\n\n```plaintext\ninterface QueryKnowledgeBaseRequest {\n query: string; // Required\n customerId?: string; // Optional\n userId?: string; // Optional\n conversationId?: string; // Optional\n}\n```\n\n### Parameters\n\n- `query` (required): The string query to search for in the knowledge base.\n- `customerId` (optional): The ID of the customer associated with this query.\n- `userId` (optional): The ID of the user making the query.\n- `conversationId` (optional): The ID of the conversation context for this query.\n\nExample request:\n\n```plaintext\n{\n \"query\": \"How do I reset my password?\",\n \"customerId\": \"9YQjOSTFXeOPF8xNURFd\",\n \"userId\": \"63335fa9-ffcc-4103-8905-e4440cc7c7d4\",\n \"conversationId\": \"0476bfd0-0c3f-4dfb-b462-d75a4a6908e1\"\n}\n```\n\n### Create Knowledge Base Article\n\n```plaintext\nPOST / knowledge - base / articles;\n```\n\nThis endpoint allows you to create a new article in the knowledge base.\n\nRequest schema:\n\n```plaintext\ninterface CreateKnowledgeBaseArticleRequest {\n title: string; // Required\n content: string; // Required\n url?: string; // Optional\n userGroupIds?: string[]; // Optional\n}\n```\n\n### Parameters:\n\n- `title` (required): The title of the knowledge base article.\n- `content` (required): The content of the knowledge base article.\n- `url` (optional): The URL associated with this article.\n- `userGroupIds` (optional): Array of user group IDs that have access to this article.\n\nExample request:\n\n```plaintext\n{\n \"title\": \"How to Reset Your Password\",\n \"content\": \"To reset your password, go to the login page and click on 'Forgot Password', then follow the instructions sent to your email.\",\n \"url\": \"https://help.example.com/password-reset\",\n \"userGroupIds\": [\"63335fa9-ffcc-4103-8905-e4440cc7c7d4\"]\n}\n```\n\n### Get Knowledge Base Article by ID\n\n```plaintext\nGET /knowledge-base/articles/:articleId\n```\n\nThis endpoint retrieves a specific knowledge base article by its ID.\n\nExample response:\n\n```plaintext\n{\n \"id\": \"63335fa9-ffcc-4103-8905-e4440cc7c7d4\",\n \"title\": \"How to Reset Your Password\",\n \"content\": \"To reset your password, go to the login page and click on 'Forgot Password', then follow the instructions sent to your email.\",\n \"url\": \"https://help.example.com/password-reset\",\n \"status\": \"active\",\n \"userGroupIds\": [\"63335fa9-ffcc-4103-8905-e4440cc7c7d4\"],\n \"createdAt\": \"2023-04-15T14:32:21Z\",\n \"updatedAt\": \"2023-04-16T09:14:07Z\"\n}\n```\n\n### Update Knowledge Base Article\n\n```plaintext\nPATCH /knowledge-base/articles/:articleId\n```\n\nThis endpoint allows you to update an existing article in the knowledge base.\n\nRequest schema:\n\n```plaintext\ninterface UpdateKnowledgeBaseArticleRequest {\n title?: string; // Optional\n content?: string; // Optional\n url?: string; // Optional\n userGroupIds?: string[]; // Optional\n status?: \"active\" | \"inactive\"; // Optional\n}\n```\n\n### Parameters:\n\n- `title` (optional): The updated title of the knowledge base article.\n- `content` (optional): The updated content of the knowledge base article.\n- `url` (optional): The updated URL associated with this article.\n- `userGroupIds` (optional): Updated array of user group IDs that have access to this article.\n- `status` (optional): The status of the article, either “active” or “inactive”.\n\nExample request:\n\n```plaintext\n{\n \"title\": \"Updated: How to Reset Your Password\",\n \"status\": \"inactive\"\n}\n```\n\n### Delete Knowledge Base Article\n\n```plaintext\nDELETE /knowledge-base/articles/:articleId\n```\n\nThis endpoint deletes an article from the knowledge base.\n\n### List Knowledge Base Articles\n\n```plaintext\nPOST / knowledge - base / articles / list;\n```\n\nThis endpoint will return a list of knowledge base articles following the standard list conventions. Example request:\n\n```plaintext\n{\n \"select\": [\"id\", \"title\", \"url\", \"status\"],\n \"order\": [\"createdAt\"],\n \"where\": [\n {\n \"field\": \"status\",\n \"operator\": \"==\",\n \"value\": \"active\"\n }\n ],\n \"descending\": true,\n \"limit\": 10\n}\n```\n\n## Outbound Messages\n\n### Create and/or send an outbound message\n\n```plaintext\nPOST / outbounds;\n```\n\nThis endpoint will create an outbound and send it, unless the status is set to “draft”. Drafts can be sent later by updating the status to “scheduled”.\n\n### Update and/or send an outbound message\n\n```plaintext\nPATCH /outbounds/:outboundId\n```\n\nThis endpoint will update an outbound. Drafts can be sent by updating the status to “scheduled”.\n\n### List outbounds\n\n```plaintext\nGET / outbounds;\n```\n\nThis endpoint will list all outbounds.\n\n### Get outbound by ID\n\n```plaintext\nGET /outbounds/:outboundId\n```\n\nThis endpoint will return the given outbound.\n\n## \n\n## Reporting\n\n```plaintext\nPOST / reporting / time - series;\n```\n\nThis endpoint will return metrics about your conversations. Requests are made in the following format:\n\n```plaintext\ntype Metric = \"totalCount\" | \"responseTimeMean\" | \"responseTimeWorkingMean\" | \"resolutionTimeMean\" | \"resolutionTimeWorkingMean\" | \"conversationsResolved\";\ntype DateDimension = \"day\" | \"week\" | \"month\";\ntype Dimension = \"assigneeId\" | \"customerId\" | \"tagId\" | \"sourceType\";\n\ninterface ReportingTimeSeriesRequest {\n timezone?: string;\n startDate: string;\n endDate: string;\n dateDimension?: DateDimension;\n metric: Metric;\n dimensions?: Dimension[];\n filters?: {\n [dim: Dimension]: string | string[];\n };\n}\n```\n\n- The `timezone` field is optional and defaults to “UTC”.\n- `startDate` and `endDate` have the following format: “2022-12-31”. The dates are inclusive.\n- `dateDimension` specifies the time period in which the data should be grouped.\n- All metrics are numbers. Response and resolution times are in seconds.\n- `dimensions` is an array of fields to group the data by in addition to the date.\n- `filters` allows you to filter the data to specific dimensions. If an array is passed for a given dimension, then it is treated as an `OR`.\n\nResponses are returned in the following format:\n\n```plaintext\ntype Dimension = \"assigneeId\" | \"customerId\" | \"tagId\" | \"sourceType\";\n\ntype DataSplit = {\n [key: string]: DataPoint;\n};\ntype DataPoint = number | Data: Split;\n\ninterface ReportingTimeSeriesResponse {\n data: DataSplit;\n dates: string[];\n lookups: {\n [dim: Dimension]: {\n [key: string]: string;\n };\n };\n}\n```\n\n- If there is no data for a particular day, then that day will not be included in the `data` object; however, it will be included in the `dates` array.\n- If dimensions are included in the request, then the data will be nested for each dimension included. Dimensions are nested in the order they are included in the request. See the example below for clarification.\n- `dates` is an array of the time periods covered by the query. For grouping by weeks, each value in the array is the first day of the week starting on Monday. For grouping by months, each value in the array is the first day of the month.\n- `lookups` contains friendly names for the keys contained in `data`. For example, if grouping by `customerId`, the lookups would contain a mapping from the customer ID to the customer name.\n\n### \n\nAn example request and response are included below:\n\n```plaintext\n// Request\n// POST /reporting/time-series\n{\n \"dateDimension\": \"week\",\n\t\"startDate\": \"2022-12-01\",\n\t\"endDate\": \"2022-12-31\",\n\t\"metric\": \"totalCount\",\n\t\"timezone\": \"America/New_York\",\n\t\"filters\": {\n\t\t\"assigneeId\": [\n\t\t\t\"63335fa9-ffcc-4103-8905-e4440cc7c7d4\",\n\t\t\t\"2e8dab53-a7a2-4e1f-b9d9-66018b98365d\"\n\t\t]\n\t},\n\t\"dimensions\": [\"customerId\", \"sourceType\"]\n}\n\n// Response\n{\n \"lookups\":{\n \"customerId\":{\n \"9YQjOSTFXeOPF8xNURFd\": \"Customer 1\",\n \"AWEpBY0uqxfp73HaTVS4\": \"Customer 2\",\n\t\t\t \"aZHO2af1RFa92QiOq3Y4\": \"Customer 3\"\n },\n \"sourceTypes\":[]\n },\n \"dates\":[\n \"2022-11-28\",\n \"2022-12-05\",\n \"2022-12-12\",\n \"2022-12-19\",\n \"2022-12-26\"\n ],\n \"data\":{\n \"9YQjOSTFXeOPF8xNURFd\":{\n \"slack\":{\n \"2022-11-28\":19,\n \"2022-12-12\":70,\n \"2022-12-19\":17\n },\n\t\t\t \"widget\":{\n \"2022-11-28\":6,\n \"2022-12-12\":1\n }\n },\n \"AWEpBY0uqxfp73HaTVS4\":{\n \"email\":{\n \"2022-12-31\":1\n },\n\t\t\t \"slack\":{\n \"2022-11-28\":6,\n \"2022-12-12\":1\n }\n },\n \"aZHO2af1RFa92QiOq3Y4\":{\n \"slack\":{\n \"2022-11-28\":6,\n \"2022-12-12\":1\n }\n }\n }\n}\n```\n\n## Surveys\n\n```plaintext\nList surveys: POST /surveys/list\nList survey responses: POST /surveys/:surveyId/responses/list\nGet survey analytics (CSAT): GET /surveys/:surveyId/analytics\n```\n\n## Slack Integration\n\n### Update Slack User Group\n\n```plaintext\nPATCH /slack/usergroup\n```\n\nThis endpoint updates a Slack user group.\n\nParameters:\n\n- `email` (required): The email address of the user to update.\n- `slackHandle` (required): The Slack handle of the user to update.\n\nExample request:\n\n```plaintext\n{\n \"email\": \"test@example.com\",\n \"slackHandle\": \"test\"\n}\n```\n\n## \n\n## Tags\n\n### Get Tag by ID\n\n```plaintext\nGET /tags/:tagId\n```\n\nThis endpoint will return the given tag.\n\n### Update Tag\n\n```plaintext\nPATCH /tags/:tagId\n```\n\nThis endpoint will return the updated tag. Fields that can be updated are: `name`.\n\n### Create Tag\n\n```plaintext\nPOST / tags;\n```\n\nThis endpoint will return the newly created tag. Fields that can be updated or set on create are: `name`\n\n### Delete Tag\n\n```plaintext\nDELETE /tags/:tagId\n```\n\nThis endpoint will delete the given tag.\n\n### List Tags\n\n```plaintext\nPOST / tags / list;\n```\n\nThis endpoint will return a list of tags.\n\n### Add Tag to Customers\n\n```plaintext\nPOST /tags/:tagId/customers/create-links\n```\n\nThis endpoint takes an array of customer IDs and will assign the given tag to all the specified customers.\n\nSample request body: `[ '93ba5298-a23f-413b-94fe-73e0ab26a816', '7ab46970-19ec-492e-90fe-47a8abc93fec' ]`\n\n### Add Tag to Conversations\n\n```plaintext\nPOST /tags/:tagId/conversations/create-links\n```\n\nThis endpoint takes an array of conversation IDs and will assign the given tag to all the specified conversations.\n\nSample request body: `[ 'ad00e2d0-4ea4-45c4-9b5d-8728f93e51a7', 'e82cde04-0d59-4416-b5da-1f405f6d4ddb' ]`\n\n### Remove Tag from Customers\n\n```plaintext\nPOST /tags/:tagId/customers/delete-links\n```\n\nThis endpoint takes an array of customer IDs and will remove the given tag from all the specified customers.\n\n### Remove Tag from Conversations\n\n```plaintext\nPOST /tags/:tagId/conversations/delete-links\n```\n\nThis endpoint takes an array of conversation IDs and will remove the given tag from all the specified conversations.\n\n## Ticket Types\n\n### Create Ticket Type\n\n```plaintext\nPOST / ticket - types;\n```\n\nThis endpoint creates a new ticket type. Example request body:\n\n```plaintext\n{\n \"name\": \"Access Request\",\n \"description\": \"A request for access to a resource\",\n \"fields\": [\n {\n \"id\": \"12345678-1234-1234-1234-123456789abc\",\n \"name\": \"Application\",\n \"type\": \"single-select\",\n \"required\": true,\n \"options\": [\"Salesforce\", \"Slack\"]\n },\n {\n \"id\": \"42345678-1234-1234-1234-123456789abd\",\n \"name\": \"Access Level\",\n \"type\": \"single-select\",\n \"required\": true,\n \"options\": [\"Admin\", \"User\"],\n \"conditions\": {\n \"type\": \"simple\",\n \"simple\": {\n \"leftValueFrom\": \"conversation.ticketTypeFields['12345678-1234-1234-1234-123456789abc']\",\n \"operator\": \"equals\",\n \"rightValue\": \"Salesforce\"\n }\n }\n }\n ]\n}\n```\n\n### Update Ticket Type\n\n```plaintext\nPATCH /ticket-types/:ticketTypeId\n```\n\nThis endpoint updates a ticket type.\n\n### Delete Ticket Type\n\n```plaintext\nDELETE /ticket-types/:ticketTypeId\n```\n\nThis endpoint deletes a ticket type.\n\n### List Ticket Types\n\n```plaintext\nPOST / ticket - types / list;\n```\n\nThis endpoint lists all ticket types.\n\n### Get Ticket Type\n\n```plaintext\nGET /ticket-types/:ticketTypeId\n```\n\nThis endpoint gets a ticket type.\n\n## Users\n\n### List Users\n\n```plaintext\nPOST / users / list;\n```\n\nThis endpoint will return a list of users who are a member of your Slack workspace and have been synced into Unthread.\n\nTo return external users, pass in the `includeExternalUsers` field with a value of `true`.\n\n### Get User by ID\n\n```plaintext\nGET /users/:userId\n```\n\nThis endpoint will return the given user.\n\n### Update User by ID\n\n```plaintext\nPATCH /users/:userId\n```\n\nThis endpoint will return the given user. Supported fields on update:\n\n- `name`\n- `pronoun`\n- `title`\n- `department`\n- `organization`\n- `division`\n- `costCenter`\n- `employeeNumber`\n- `streetAddress`\n- `locality`\n- `region`\n- `postalCode`\n- `country`\n- `description`\n- `customAttributes`\n- `photo`\n- `awayUntil`\n\n### List User Groups\n\n```plaintext\nPOST /user-groups/list\n```\n\n### Get User Group\n\n```plaintext\nGET /user-groups/:userGroupId\n```\n\n### Update User Group\n\n```plaintext\nPATCH /user-groups/:userGroupId\n```\n\n## Webhooks\n\n### Create Webhook Subscription\n\n```plaintext\nPOST / webhook - subscriptions;\n```\n\nThis endpoint will return the newly created webhook subscription. Fields that can be set on create are: `url` and `enabled`.\n\n### Update Webhook Subscription\n\n```plaintext\nPATCH /webhook-subscriptions/:webhookSubscriptionId\n```\n\nThis endpoint will return the updated webhook subscription. Fields that can be updated are: `url` and `enabled`.\n\n### Delete Webhook Subscription\n\n```plaintext\nDELETE /webhook-subscriptions/:webhookSubscriptionId\n```\n\nThis endpoint will delete the given webhook subscription.\n\n### List Webhook Subscriptions\n\n```plaintext\nGET / webhook - subscriptions;\n```\n\nThis endpoint will return a list of webhook subscriptions.","eceee293-2334-444e-8851-be6efa5dcd01","2023-12-03T18:55:47.916Z","2026-06-01T22:26:02.869Z","72d90ae5-34de-42da-ad47-64b60c6b0d09",{"_25":187,"_102":50},[],[],{"_43":195,"_132":196,"_134":-5,"_135":197,"_137":198,"_13":-5,"_124":199,"_126":200,"_25":201,"_27":28,"_142":202,"_145":204,"_147":205},"Approval Requests","approval-requests","## Introduction\n\nWhen collaborating on tickets, you may need to get an approval from a team member. Approval Requests will automatically DM that person with an easy way to give approval, leave comments, or make a note about why the request was rejected.\n\n## ![approval-requests.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fapproval-requests.png?alt=media)Sending Approval Requests\n\n- Add an approval step to your [assignment rules](https://docs.unthread.io/docs/conversational-ticketing/slas) to automatically send\n- Manually send from the [web dashboard](https://docs.unthread.io/docs/managing-your-inbox/managing-your-inbox-on-the-web)\n\n## Responding to Requests\n\nYou’ll be sent a DM from the Unthread Bot to approve or reject the request. The sender will be notified of your response.\n\n## Triggering Actions\n\nYou can set up a trigger for approval requests in Automations to build your own custom workflows to run once an approval is confirmed.","5c3bde3f-96b5-4695-ba8b-e139a61d7246","2024-07-17T19:46:46.516Z","2026-05-13T19:05:33.791Z","bb777015-d4c8-4581-8b91-9f0e101d5e32",{"_25":198,"_102":203},"Conversational Ticketing",[],[],{"_43":207,"_132":208,"_134":-5,"_135":209,"_137":153,"_13":-5,"_124":210,"_126":211,"_25":212,"_27":28,"_142":213,"_145":214,"_147":215},"Audit Logs","audit-logs","# Audit Logs\n\nUnthread Audit Logs is an **admin-only** page that captures key account and configuration events.\n\n## Events captured in the initial scope\n\n### Authentication & Access\n\n- Login / logout\n- Portal user registration\n- Portal password reset request\n- User impersonation (dashboard + portal)\n- SSO config changes (enabled/disabled, protocol)\n- Auth method changes (password/Google sign-in toggled)\n- API key created / revoked\n\n### User Management\n\n- User created (name, email, role)\n- User updated (role, name, email, status — role changes flagged as high importance)\n- User deactivated / reactivated\n- User deleted\n\n### Service Accounts\n\n- Service account created / disabled / enabled\n- API key created / revoked\n\n### [Projects](https://docs.unthread.io/docs/setting-up-your-account/projects-permissions)\n\n- Project created / deleted\n- Project settings updated (name, visibility, description, escalation settings, AI features, channel settings, intake settings, autoresponder settings, etc.)\n\n### Automations\n\n- Automation created / deleted\n- Automation updated (name, status, trigger)\n\n### Org / Tenant Settings\n\n- Tenant settings updated (name, support branding, permissions, working hours, AI features, Slack inbox config, integrations, post-close settings, allowed priorities, customer view settings, AI usage limits, allowed email domains, etc.)\n\n## Metadata included with each audit log entry\n\nEvery entry captures (when available):\n\n- Who performed the action (user, automation, or system)\n- Source (Dashboard, API, Slack, Portal, etc.)\n- IP address + geo location (city, region, country)\n- Auth method (session, API key, etc.)\n- Timestamp\n\n## Not yet audited (initial launch)\n\n- Ticket type changes\n- Tag changes\n- Channel changes\n- Webhook changes\n- Portal CRUD (only impersonation is tracked)\n- Escalation type changes\n\n## Retention\n\nAudit logs are retained **until the customer wants Unthread to delete their data**.","2026-04-01T18:26:21.692Z","2026-05-13T21:03:10.913Z","e5d8442f-9d0c-415f-9de5-ab86a23b9790",{"_25":153,"_102":158},[],[],{"_43":217,"_132":218,"_134":-5,"_135":219,"_137":165,"_13":-5,"_124":220,"_126":221,"_25":222,"_27":28,"_142":223,"_145":224,"_147":225},"Automatically Tagging Conversations with AI","automatically-tagging-conversations-with-ai","You can create your own custom set of tags and allow Unthread AI to automatically apply them to conversations.\n\n## Creating Tags\n\nTo create a new tag, click “Tags” in the left menu, then select the “Create Tag” button in the top right.\n\nEnter the Name and Description, and select the Project it should apply to. By default, the tag will apply to all projects. The option to “Allow AI to apply tag automatically” is enabled by default and is recommended, as it will maximize Unthread’s capabilities. Only disable this option if necessary.\n\n![ai-tags-create.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fai-tags-create.png?alt=media)\n\n## Managing Tags on a Conversation\n\nConversations will have tags applied automatically, and you can manually update them after the fact.\n\n## Viewing Analytics\n\nOne of the primary benefits of AI tagging is that you will have reports generated that indicate trends of common tags over time.\n\nUnthread analytics supports **filtering and breakdowns by tags**, and you can combine multiple reports into a dashboard using the dashboard builder.\n\n- Reports can be **filtered by tags**\n- Reports can **grouped by tags**\n- Tag analytics can show **trends of common tags over time**\n\n![tag-analytics.jpg](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Ftag-analytics.jpg?alt=media)\n\n## Can Tags be applied retroactively?\n\nYes.\n\n- Tags can be **manually updated “after the fact”** on a conversation. (So you can go back to older tickets and add/remove tags.)\n- If you’re using **AI auto-tagging**, note that **AI tags are only applied when the conversation is created**, but you can still manually adjust tags later to override.\n\nIf you need to apply a tag to a large set of existing conversations in bulk, the API supports assigning a tag to multiple conversations via an endpoint that takes an array of conversation IDs.","2023-12-03T18:55:51.039Z","2026-04-21T14:32:41.803Z","178e576c-6c1f-44b5-9323-1870313efb77",{"_25":165,"_102":170},[],[],{"_43":227,"_132":228,"_134":-5,"_135":229,"_137":230,"_13":-5,"_124":231,"_126":232,"_25":233,"_27":28,"_142":234,"_145":236,"_147":237},"Automations","automations","## Introduction\n\nThe Automations feature empowers you to build custom workflows through built-in Unthread actions, 3rd party integrations, and custom code.\n\nExample use-cases for automations:\n\n- When a password reset request comes in, send an approval to the IT manager, and once approved, call to Okta to reset their token\n- When a ‼️‼️ emoji is applied, escalate the conversation to critical priority, and notify the on-call team\n- When a new user joins, send automated Slack messages to onboard, and provision access to the right Google Groups\n\n## Use the Automation Assistant for help getting started\n\n@[video](/api/knowledge-base/videos/e7157657-b833-4bd0-a67f-c53c34ed6400 \"Unthread (1).mp4\")\n\n## Triggering an Action\n\n![automation-triggers.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomation-triggers.png?alt=media)\n\n### Automatically Trigger\n\nBecause Unthread can [automatically track conversations](https://docs.unthread.io/docs/setting-up-your-account/tracking-new-conversations), you can set up actions to be kicked off on different events. Triggers include:\n\n- Conversation created\n- Conversation updated\n- [Approval request](https://docs.unthread.io/docs/conversational-ticketing/approval-requests) response received\n- New message received\n- Conversation left unresponded for a set period of time\n\n### Scheduled\n\nRun automations on an interval (daily, weekly, monthly) and at a specific time.\n\n### Manually Trigger\n\nYou can manually trigger an automation from your [dashboard](https://docs.unthread.io/docs/workflow-management/automations#manually-trigger) to kick off actions. You’ll automatically have the context of the conversation passed into the action, and you can optionally configure additional input fields that required before the automation can be started.\n\n### Trigger via Emoji Reaction\n\nWhen a reaction is applied to a conversation, you can trigger an automation to run.\n\n### Trigger via Webhooks\n\nWe’ll generate a unique URL for your automation to be kicked from a 3rd party system.\n\n```plaintext\nPOST {{your_webhook_url}}\n```\n\nPassing context into webhook-triggered automations (`contextFields`)\n\nWhen triggering an automation via webhook, you can include `contextFields` in the webhook request body.\n\nExample:\n\n```json\n{\n \"contextFields\": {\n \"conversationId\": \"your-conversation-id\"\n }\n}\n```\n\nSupported `contextFields`:\n\n- `conversationId`\n- `userId`\n- `messageId`\n- `customerId`\n- `triageThreadId`\n- `escalationId`\n- `approvalRequestId`\n- `approverId`\n\nNotes:\n\n- Only `contextFields.conversationId` is relevant for automation filters and built-in actions.\n- The other IDs (listed above) populate the corresponding object in custom functions in the input.\n\n## Filters\n\nYou can optionally add filters that will only start the automation if the conversation matches filters around ticket type, status, customer, assignee, and more.\n\n### Tip: Use Filters to Prevent Infinte Loops\n\nIf an automation triggers on an event like response received and also posts a bot/autoresponder message (e.g., a notification), the bot message can trigger the automation again.\n\nTo prevent this, add a filter/condition to exclude autoresponses:\n\n- `Is Autoresponse? = No`\n\nThis ensures the bot message is not considered a trigger.\n\n## Execution order and failures\n\n- Automations are processed in the order of **precedence ordering**, with tenant-wide automations running first, and then project-level automations\n- Automations are kicked off in sequence by default\n- Once an automation starts to run an asynchronous process (like a \"wait\" or \"custom function\" step), the next automation in the sequence will start\n- If one automation errors, it **won’t necessarily affect other automations** triggered by the same event.\n\n## Actions\n\n![automation-actions.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomation-actions.png?alt=media)\n\n### Built-in Actions\n\nUnthread has a number of built-in actions that can be used to trigger other automations, send messages, and more.\n\n### Running Custom Code\n\nYou can write your own code for full control over the actions, success handling, and error handling. Code by default is written in TypeScript, and will contain references to your conversations, your Unthread account, and any stored secrets (see more below).\n\nWe provide code snippets of common actions so you get the full flexibility of controlling the actions, success handling, and error handling, while also not needing to write code yourself.\n\n### Example Action: Creating Task in Jira for Critical Priority Conversations\n\n```plaintext\nexport async function main({ input, secrets, unthreadClient }: any) {\n const CRITICAL_PRIORITY = 9;\n const {\n conversation: {\n id,\n title,\n priority,\n initialMessage: { text },\n },\n } = input;\n\n if (conversation.priority === CRITICAL_PRIORITY) {\n const externalTaskRes = await unthreadClient.post(`/conversations/${id}/external-tasks`, {\n title: title,\n description: text,\n projectId: \"10000\",\n providerConfig: {\n jiraIssueTypeName: \"Task\",\n },\n });\n const externalTask = await externalTaskRes.json();\n\n if (!externalTaskRes.ok) {\n throw new Error(`Failed to create issue, status: ${externalTaskRes.status}, response: ${JSON.stringify(externalTask ?? {})}`);\n }\n\n console.log(`Created issue`, externalTask);\n }\n}\n```\n\nCustom function outputs (passing data to later steps)\n\nCustom functions can return values, but those return values are **not currently passed through** to later automation steps (this is planned for an upcoming release).\n\n**Workaround:** have the custom function write the value you need into a ticket **Custom field** (this can be a hidden field), then reference that custom field in subsequent steps.\n\n## Storing Secrets\n\nWhen making requests to 3rd party services, any API keys or sensitive information need to be encrypted rather than stored in code.\n\nYou can store secrets in the “Configuration” > “Secrets” section of your dashboard. You reference them in your code by using the `secrets` variable in your function signature (see example above).\n\nUsing our Secret Management system, we’ll encrypt your secrets using Google’s 256-bit encrypted Key Management System.\n\n![automations-7.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fautomations-7.png?alt=media)\n\n## Storing Persistent Data\n\nWe provide a key-value storage system to maintain a persistent store of data to be used in your custom code.\n\nFor example, if you want to send a [CSAT survey](https://docs.unthread.io/docs/customer-engagement/csat-nps-surveys) if it’s been at least 1 week since the last survey, you can store and check the last survey send date from your key-value store.\n\nℹ️ *Automations need to be enabled for trial accounts. If you’d like more information, please [**contact us**](mailto:support@unthread.io).*\n\n## External Select Functions\n\nUsing Automations, you can write custom code to dynamically pull a list of options for a given input field.\n\n![external-select.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fexternal-select.png?alt=media)\n\nThis is useful for things like:\n\n- Showing certain options for accounts based on their subscription tier\n- Pulling a list of users from a Google Group\n- Dynamically showing input field options based on the ticket type selected\n\n### Setup\n\n1. Go to the “Automations” page in your Unthread dashboard, and click the “Configuration” tab\n2. Click the “Edit functions” button\n3. In the code editor, you’ll see a button at the bottom for “Add external select function”\n\n### Building the Function\n\nAs you’ll see in the sample code, each item returned in the `options` array will be a dropdown option. The `value` field will be the value that is sent to the automation when the option is selected, and the `label` field will be the text that is shown in the dropdown. Sample code:\n\n```plaintext\nexport const externalSelectSample = functions.externalSelect(async ({ input, unthreadApiClient, state, secrets }) => {\n return [\n {\n value: \"1\",\n label: \"Option 1\",\n },\n ];\n}\n```\n\nIn the `input` object, you’ll receive the following:\n\n- `input.conversation`: The conversation object\n- `input.customerId`: The customer ID of the conversation\n- `input.ticketType`: The ticket type of the conversation\n- `input.ticketTypeId`: The ticket type ID of the conversation\n\nIn the example above, you’ll be able to use the `externalSelectSample` function in an input field to return the list of options.\n\n### Using the Select Values in an Input Field\n\nWhen editing a [ticket type](https://docs.unthread.io/docs/conversational-ticketing/ticket-types), you can have an input field marked as a “single select”. Instead of specifying a static list of options, you can click the “Load from an external source” button, and select the function you’d like to use.\n\n### Using the shared code library in your automation steps\n\nIn order to use those shared functions from an automation custom function step, you would import the function like `import { mySharedFunction } from './shared.ts';` then call that function within the step code:\n\n```plaintext\nimport { mySharedFunction } from \"./shared.ts\";\n```\n\n```plaintext\nexport default async function main({ input, unthreadClient, secrets }: AutomationFunctionArgs) {\nawait mySharedFunction({ input, unthreadClient, secrets });\n}\n```","23a0e01f-f43f-42d8-9bd0-2ee66adfbed0","2024-10-16T15:22:07.588Z","2026-05-26T12:55:30.335Z","e342f975-b5f9-4249-97c7-e369026db481",{"_25":230,"_102":235},"Workflow Management",[],[],{"_43":239,"_132":240,"_134":-5,"_135":241,"_137":242,"_13":-5,"_124":243,"_126":244,"_25":245,"_27":28,"_142":246,"_145":248,"_147":249},"Autoresponder","autoresponder","The Autoresponder, as you might have guessed from the name, is a way to automatically respond to new customer messages in a Slack channel, email, or in-app chat request. It will automatically create a thread off of the initial customer message. The autoresponder message can be static or generated by AI, and you can change the messaging depending on day or time that they reach out.\n\n## Setting up the Autoresponder\n\n![auto-responder-settings.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-settings.png?alt=media)\n\n### For Slack\n\nHead to your “Settings” > “General”, there you’ll find an autoresponder settings box.\n\n### For Email\n\nHead to “Channels” > “Email” then select the email inbox you want to configure. You’ll see the option to enable the autoresponder from there.\n\n### Overrides Per Channel\n\nYou can also override the global autoresponder setting per customer or per channel. To do this from the web app, go to the customer’s Settings page, and enable the “Override Autoresponder” option.\n\n### Customizing Name and Image\n\n![auto-responder-custom.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-custom.png?alt=media)\n\nYou can also customize the name and photo of your auto-responder bot. To do this, head to **Project Settings**, and scroll to the **“Bot Configuration”**. Now that you know how to set things up, let’s walk through some example use-cases.\n\n## Use-cases\n\n### Outside of Working Hours Message\n\n![auto-responder-basic.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-basic.png?alt=media)\n\nIn this case, the auto-responder replies when someone reaches out outside of their typical working hours with a message indicating when they’ll be back online.\n\n### AI-Generated Response with Helpdesk Docs\n\n![auto-responder-advanced.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fauto-responder-advanced.png?alt=media)\n\nThis case, the auto-responder replies with a static message followed by an AI-generated response, with helpdesk docs relevant to the question linked below\n\n📖 *Learn more about [**Unthread AI-generated responses**](https://docs.unthread.io/docs/unthread-ai/ai-generated-responses)*","9449c7ac-620e-4c16-9d2d-bbec14650963","2023-12-03T18:55:51.834Z","2026-05-13T17:55:07.769Z","db2c0583-d5ac-4b9f-94ad-2461f82ae4fc",{"_25":242,"_102":247},"Customer Engagement",[],[],{"_43":251,"_132":252,"_134":-5,"_135":253,"_137":153,"_13":-5,"_124":254,"_126":255,"_25":256,"_27":28,"_142":257,"_145":258,"_147":259},"Board Builder","board-builder","![exec-dashboard.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fexec-dashboard.png?alt=media)\n\n## Introduction\n\nNavigate to **Analytics > Board Builder** to create powerful live dashboards by combining existing reports.\n\nOur Board Builder allows you to combine saved reports into a single view. You can use these boards to track metrics that are most important to you or use the TV Mode feature to output this to a display for real-time updates.\n\n**ℹ️** *Board Builder is perfect for executives and stakeholders who need a high-level view of your support operations at a glance.*\n\n## Creating Your Dashboard\n\n### Step 1: Access Board Builder\n\n1. Go to **Analytics > Board Builder** in your dashboard\n2. Click “Create New Board” to start building\n3. Give your board a descriptive name\n\n### Step 2: Add Reports\n\n1. Select from your saved reports\n2. Choose the layout and positioning for each report\n3. Configure display options for each widget\n\n### Step 3: Customize Your View\n\n- **Layout Options** - Choose from grid layouts to arrange your reports\n- **Size Controls** - Resize reports to emphasize important metrics\n- **Auto-refresh** - Set refresh intervals for real-time updates\n\n![Analytics-Dashboard.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FAnalytics-Dashboard.png?alt=media)\n\n## TV Mode\n\nUse TV Mode to display your dashboard on a monitor or TV screen for:\n\n- **Team visibility** - Keep everyone informed of current metrics\n- **Real-time monitoring** - Display live updates during busy periods\n- **Executive dashboards** - Provide leadership with key insights\n- **War rooms** - Centralized monitoring during critical situations\n\n### Setting Up TV Mode\n\n1. Create your board with the reports you want to display\n2. Click Preview\n3. Select TV Mode\n\n## Best Practices\n\n### Dashboard Design\n\n- **Keep it focused** - Include only the most important metrics\n- **Use consistent layouts** - Maintain visual hierarchy\n- **Consider your audience** - Tailor content for different stakeholders\n- **Regular updates** - Refresh dashboards as your needs evolve\n\n### Performance Optimization\n\n- **Limit report count** - Too many reports can slow performance\n- **Use appropriate date ranges** - Shorter ranges for better performance\n- **Apply filters** - Reduce data volume for faster loading\n- **Schedule updates** - Set reasonable refresh intervals\n\n## Common Use Cases\n\n### Executive Dashboard\n\n- High-level performance metrics\n- Customer satisfaction scores\n- Volume trends\n- Team productivity indicators\n\n### Operations Dashboard\n\n- Real-time response times\n- Open conversation counts\n- Agent workload distribution\n- SLA compliance metrics\n\n### Team Dashboard\n\n- Individual performance metrics\n- Channel-specific data\n- Quality indicators\n- Improvement opportunities\n\n## Related pages\n\n- [Performance Analytics](https://docs.unthread.io/docs/analytics/performance-analytics)\n- [AI Analytics](https://docs.unthread.io/docs/analytics/ai-analytics)\n- [Volume Analytics](https://docs.unthread.io/docs/analytics/volume-analytics)\n- [Analytics Overview](https://docs.unthread.io/docs/analytics/analytics-overview)","2025-09-09T18:48:13.198Z","2026-05-13T20:51:51.748Z","4e75cbc7-b67a-4946-a420-203034aff02d",{"_25":153,"_102":158},[],[],{"_43":261,"_132":262,"_134":-5,"_135":263,"_137":198,"_13":-5,"_124":264,"_126":265,"_25":266,"_27":28,"_142":267,"_145":268,"_147":269},"Bot for Slack & Private Tickets","bot-for-slack-private-tickets","## Bot for Slack & Private Tickets\n\nUnthread’s bot for Slack is the easiest way to intake customer requests, [generate AI responses](https://docs.unthread.io/docs/unthread-ai/ai-generated-responses), [assign to team members](https://docs.unthread.io/docs/conversational-ticketing/triaging-with-your-team), and manage tickets end-to-end.\n\nAs a customer, you will already see the Unthread app for Slack in your workspace as a way to view your [inbox](https://docs.unthread.io/docs/managing-your-inbox/managing-your-slack-inbox) and get notifications about conversations.\n\nThe Unthread bot for Slack messaging tab is a great way to let customers easily create new support tickets for your team.\n\n## The Benefits of Bot Ticket Intake\n\n- All conversations are by default private between the user and ticket assignees\n- Users no longer need to remember the various Slack channels for support – all requests can funnel through the bot\n- You can set up custom SLAs and auto-response settings for the bot vs. other support channels\n\n![dm-promotion-request.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fdm-promotion-request.png?alt=media)\n\n## Users Viewing Ticket Submissions\n\nFrom the Unthread app homepage in Slack, users can view their history of requests, and easily jump back into the conversation.\n\n![my-requests-view.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmy-requests-view.png?alt=media)\n\n## Privacy & Sending Tickets to the Right Agents\n\nWhen the user submits a question, they’ll be prompted to select the correct [Ticket Type](https://docs.unthread.io/docs/conversational-ticketing/ticket-types) for their request.\n\nAs an example, if they select a “Laptop Replacement”, you can configure the request to be sent directly to the IT team. Separately, if they request “Time Off”, you can be sure this request is relayed directly to the HR team.\n\nUnthread will automatically handle privacy limitations so that ticket visibility is limited to only the correct team fielding the request.\n\n![ticket-thread.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fticket-thread.png?alt=media)\n\n## Using Unthread AI\n\nAs discussed above, users can select the right ticket for their request, but you can also leverage Unthread AI to make this process even easier:\n\n- Unthread AI can generate a helpdesk answer and deflect tickets before they reach a human\n- If the request is unclear, the bot can ask clarifying questions\n- Once a ticket needs to be created, the bot can auto-detect the ticket type, and the user can confirm\n- If additional fields are requested for that ticket, the bot will auto-populate these fields based on the conversation\n\n## Ticket Confirmation\n\nDuring bot ticket intake in Slack, users may be given the option to either **create a ticket** or click `nevermind`.\n\n- Clicking `nevermind` marks the ticket as **deflected**, and the bot will **not** continue the conversation in that same Slack thread afterward.\n- If the user wants further help after clicking `nevermind`, they must **start a new inquiry** (create a new ticket) rather than continuing in the same thread.\n\n## Enabling the Bot for Slack\n\nHead over to the “Settings” > “Slack”, and look for the “Bot DM” section to enable. You can also select a default Customer that will be linked for all new tickets created from DMs.\n\n## White-Labeling the Main Bot\n\nWe also support launching your own bot to Slack with your own brand and image. To configure this, navigate to the “Settings” menu in the left sidebar, then select “Settings” under the corresponding project. Next to the “Bot Configuration” section, you can configure your own brand and image.\n\n## Customizing Bot Per Project\n\nOnce a ticket type has been selected for a ticket that the user is filing through the bot DM's, you can have all future messages be sent by the Project-specific bot, with its own name and image (e.g. \"HR Support Bot\"), which can differ from the main bot configuration.","2025-09-09T18:48:09.689Z","2026-05-18T22:02:27.518Z","d955cd9d-eeed-4c43-b746-86f402977760",{"_25":198,"_102":203},[],[],{"_43":271,"_132":272,"_134":-5,"_135":273,"_137":274,"_13":-5,"_124":275,"_126":276,"_25":277,"_27":28,"_142":278,"_145":280,"_147":281},"Bot & Private Tickets - Unthread","bot-private-tickets-unthread","Unthread’s bot for Slack is the easiest way to intake customer requests, [generate AI responses](https://docs.unthread.io/docs/unthread-ai/ai-generated-responses), [assign to team members](https://docs.unthread.io/docs/conversational-ticketing/slas), and manage tickets end-to-end. As a customer, you will already see the Unthread app for Slack in your workspace as a way to view your [inbox](https://docs.unthread.io/docs/managing-your-inbox/managing-your-slack-inbox) and get notifications about conversations. The Unthread bot for Slack messaging tab is a great way to let customers easily create new support tickets for your team.\n\n## The Benefits of Bot Ticket Intake\n\n- All conversations are by default private between the user and ticket assignees\n- Users no longer need to remember the various Slack channels for support – all requests can funnel through the bot\n- You can set up custom SLAs and auto-response settings for the bot vs. other support channels\n\n![Example of a DM request](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/dm-promotion-request.png)\n\n## Users Viewing Ticket Submissions\n\nFrom the Unthread app homepage in Slack, users can view their history of requests, and easily jump back into the conversation. ![Example of viewing tickets](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/my-requests-view.png)\n\n## Privacy & Sending Tickets to the Right Agents\n\nWhen the user submits a question, they’ll be prompted to select the correct [Ticket Type](https://docs.unthread.io/docs/conversational-ticketing/ticket-types) for their request. As an example, if they select a “Laptop Replacement”, you can configure the request to be sent directly to the IT team. Separately, if they request “Time Off”, you can be sure this request is relayed directly to the HR team. Unthread will automatically handle privacy limitations so that ticket visibility is limited to only the correct team fielding the request. ![](https://mintlify.s3.us-west-1.amazonaws.com/unthread/images/ticket-thread.png)\n\n## Using Unthread AI\n\nAs discussed above, users can select the right ticket for their request, but you can also leverage Unthread AI to make this process even easier:\n\n- Unthread AI can generate a helpdesk answer and deflect tickets before they reach a human\n- If the request is unclear, the bot can ask clarifying questions\n- Once a ticket needs to be created, the bot can auto-detect the ticket type, and the user can confirm\n- If additional fields are requested for that ticket, the bot can auto-populate these fields based on the conversation\n\n## Enabling the Bot for Slack\n\nHead over to the “Settings” > “Slack”, and look for the “Bot DM” section to enable. You can also select a default Customer that will be linked for all new tickets created from DMs.\n\n## White-Labeling the Bot\n\nWe also support launching your own Slackbot with your own brand and image. To configure this, navigate to the “Settings” menu in the left sidebar, then select “Settings” under the corresponding project. Next to the “Bot Configuration” section, you can configure your own brand and image.","f10863c7-8fe8-42f4-9112-ea23db1ca8e4","2024-10-16T15:22:08.108Z","2026-05-11T19:52:56.943Z","1ca215bb-4e44-4c1e-abc8-a1a9a20b0eab",{"_25":274,"_102":279},"FAQs",[],[],{"_43":283,"_132":284,"_134":-5,"_135":285,"_137":67,"_13":-5,"_124":286,"_126":287,"_25":288,"_27":28,"_142":289,"_145":291,"_147":292},"Canny (Beta)","canny","Integrating Unthread with [Canny.io](http://Canny.io) helps your team close the loop between customer conversations and product feedback. By syncing insights from support interactions into Canny, you can ensure feature requests, bug reports, and customer pain points are captured, prioritized, and acted on.\n\n*Note: this integration is in beta, and is actively being improved.*\n\n---\n\n## Why Connect Unthread and Canny?\n\nSupport conversations are one of the richest sources of product feedback. Connecting Unthread with Canny allows you to:\n\n- Capture feature requests directly from customer conversations\n- Centralize feedback in a single, product-focused system\n- Avoid losing valuable insights in Slack threads or tickets\n- Keep your product and support teams aligned\n- Close the feedback loop with customers when features ship\n\n---\n\n## How the Integration Works\n\nUnthread acts as the bridge between your support conversations (Slack, email, etc.) and Canny.\n\nWhen connected:\n\n1. A support conversation in Unthread surfaces a feature request or issue\n2. You (or an automation) create or link a Canny post\n3. Customer context is attached to the Canny post\n4. Product teams can prioritize based on real customer demand\n5. Updates from Canny can be shared back with customers via Unthread\n\n---\n\n## Setup Instructions\n\n### 1. Get Your Canny API Key\n\n- Log into your Canny account\n- Go to **Settings → API**\n- Copy your API key\n\n---\n\n### 2. Input API Key to Unthread\n\n- In Unthread, navigate to **Workspace Settings > Automations > Configuration**\n- Click \"Add Secret\"\n- In the pop-up modal, set the name CANNY_API_KEY, and paste the value into the box below\n\n![image.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2F7296818d-e0b9-4798-8dfc-11ca7de78e65.png?alt=media)\n\n---\n\n### 3. Connect Webhook Events\n\nTo get updates from Canny back into Unthread, you'll want to provide a webhook\n\n- Your Unthread rep will provide the webhook URL\n- In your Canny dashboard, navigate to Admin > Settings > API\n- Enter the webhook URL in the box below, and save!\n\n![image.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2F183c765c-6634-4c93-ae29-fc58389e784d.png?alt=media)\n\n---\n\n## Troubleshooting\n\n**Feedback not appearing in Canny**\n\n- Double-check your API key\n- Confirm the correct board is selected\n- Ensure permissions are enabled in Canny\n\n**Duplicate posts**\n\n- Search existing posts before creating new ones\n- Link conversations to existing feedback instead\n\n---\n\n## Summary\n\nBy connecting Unthread with [Canny.io](http://Canny.io), your team can turn everyday support conversations into actionable product insights. This integration ensures that customer voices are heard, prioritized, and reflected in your roadmap—without adding manual overhead.","2026-04-28T14:53:18.486Z","2026-04-28T14:54:43.356Z","ba1d661a-22a9-4b67-8ef7-29df68315eb6",{"_25":67,"_102":290},"Integrations",[],[],{"_43":294,"_132":295,"_134":-5,"_135":296,"_137":153,"_13":-5,"_124":297,"_126":298,"_25":299,"_27":28,"_142":300,"_145":301,"_147":302},"Channel Health Scores","health-scores","![CleanShot 2026-05-08 at 15.18.38@2x.png](/api/knowledge-base/images/bf0c87a5-b77c-4fa3-bb9f-68ceaa2fce60)\n\nHealth scores help teams quickly understand which customer or support channels may need attention. Each score is calculated on a 0-100 scale, where higher means healthier and lower means more risk.\n\n## **What the Score Measures**\n\nPulse starts every channel at 100, then subtracts penalties for risk signals found in the selected reporting window.\n\nThe main score factors are:\n\n| **Factor** | **What it measures** | **Max penalty** |\n| --- | --- | --- |\n| Sentiment pressure | Average ticket sentiment below neutral | 20 |\n| High-severity load | Share of tickets marked high priority or above | 25 |\n| Unresolved backlog | Share of tickets not closed | 20 |\n| Volume spike | Ticket volume increase vs the prior same-length period | 15 |\n| Repeat issue concentration | One ticket type dominating more than 50% of volume | 20 |\n| Poor survey feedback | Low CSAT/NPS responses linked to tickets | 30 |\n\nFinal score:\n\n`Health score = 100 - total penalties`\n\nThe final value is rounded and kept between 0 and 100.\n\n## **How Each Factor Works**\n\nPulse compares tickets in the current date range against the prior same-length date range.\n\nFor example, if the current range is the last 30 days, Pulse compares it to the 30 days before that.\n\nA few important details:\n\n- Missing sentiment does not hurt the score.\n- Neutral or positive sentiment does not add a penalty.\n- CSAT and NPS are converted to a shared 0-100 satisfaction scale.\n- No survey responses means no survey penalty.\n- Channels with no reportable tickets in the selected range will not have health data yet.\n- Top tag is shown for context, but it does not directly affect the score.\n- Top ticket type can affect the score when one type makes up more than half of volume.\n\nProject owners can also add scoring priorities. These adjust how much Pulse emphasizes or de-emphasizes each factor, while keeping every factor within its normal cap.\n\n## **Trend and Risk Labels**\n\nPulse also compares the current score to the prior score.\n\n- Improving: current score is more than 5 points higher\n- Worsening: current score is more than 5 points lower\n- Flat: score changed by 5 points or less\n\nRisk labels are based on the score and the underlying risk mix:\n\n- Healthy: score is 80 or higher\n- Monitor: moderate score without severe risk concentration\n- Needs attention: score below 70 with a high share of severe tickets\n- Churn risk: score below 50 with more than 30% unresolved tickets\n- Critical: same as churn risk, but used for internal support projects\n\n## **How Often Scores Are Calculated**\n\nYou can set a default period for calculation, with 30 days being the default. These are calculated continuously so you should always be seeing the most up-to-date information in your channel list.\n\n## **Example Calculation**\n\nA channel has 10 tickets in the selected range:\n\n- Average sentiment is 40 out of 100\n- 3 tickets are high severity\n- 4 tickets are unresolved\n- Volume is flat vs the prior period\n- One ticket type represents 60% of volume\n- Survey satisfaction is healthy\n\nPulse might calculate:\n\n`Sentiment penalty: 4`\\\n`High-severity penalty: 7.5`\\\n`Unresolved penalty: 8`\\\n`Volume spike penalty: 0`\\\n`Repeat issue penalty: 4`\\\n`Survey penalty: 0`\\\n\\\n`Total penalty: 23.5`\\\n`Health score: 100 - 23.5 = 76.5, rounded to 77`\n\n## **Common Use Cases**\n\nUse Pulse health scores to:\n\n- Prioritize which customer channels need attention first\n- Spot volume spikes before they become escalations\n- Identify recurring issues by reviewing top ticket types and tags\n- Track whether a channel is improving after an intervention\n- Prepare for customer check-ins, QBRs, or internal service reviews\n- Find internal support queues with unresolved backlog or high-severity load\n- Compare channel health across a project using the same date range","2026-05-08T19:17:51.282Z","2026-05-11T18:59:22.859Z","3956715e-42e1-4faa-aeed-ca0489d2becb",{"_25":153,"_102":158},[],[],{"_43":304,"_132":305,"_134":-5,"_135":306,"_137":66,"_13":-5,"_124":307,"_126":308,"_25":309,"_27":28,"_142":310,"_145":312,"_147":313},"Connecting Channels","connecting-customer-channels","To maximize your privacy, Unthread can only track conversations in channels that you’ve added us to. This gives you more privacy control, and it requires an additional step of adding us to the channels you’d like to track. Let’s learn how!\n\n## Add Channels from Your Dashboard\n\nNavigate to the desired **Project** from the left-hand pane, click on **Channels**, select the app you want to connect (Slack, Teams, etc.) from the upper tab, then click the **“+ Connect”** button in the upper-right corner.\n\nIf you’ve connected to Slack, you can search through channels or filter for shared channels (aka Slack Connect channels). Check the box on the left next to the channel you’d like to add, and click the “Connect selected channels” button at the bottom.\n\nThe list of channels is pulled directly from Slack, so you should see channels here as soon as they are created.\n\n![Select Channels to Connect.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FSelect%20Channels%20to%20Connect.png?alt=media)\n\n## Shared vs. Internal Channels\n\n**Shared channels** are channels shared with non-members of your Slack workspace like customers and external partners.\n\n**Internal channels** are channels within your company (e.g. IT Support Channel). To track internal channel tickets, click “Internal” tab and click the checkboxes to select.\n\n## Backfill Channel History 6 Months Option\n\n![image.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fb246281b-80b7-4ac8-81ca-8dd88fc60abc.png?alt=media)\n\nSelecting the backfill history (6 months) option imports threads in that channel from the past 6 months as **closed** tickets. If there is content in the threads from the past 6 months that can inform **AI response and knowledge base content** we recommend utilizing this option when connecting a new channel.\n\n## Manage Channel Settings\n\nOnce you’ve connected a channel, you can manage the settings by clicking the corresponding channel then selecting the “Settings” option. Some settings will be automatically filled out, but you can adjust these on a per-customer basis.\n\nFor each individual channel, you can see a history of their conversations as well as override these settings:\n\n- SLAs\n- Triage channel\n- Conversation tracking settings\n- Auto-responder\n- Channel Tags\n\n![Channel Settings.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FChannel%20Settings.png?alt=media)\n\n💡 *Learn more about [**SLAs**](https://docs.unthread.io/docs/conversational-ticketing/slas) and [**triaging**](https://docs.unthread.io/docs/conversational-ticketing/triaging-with-your-team) in customer channels*\n\n## \n\n## Connect New Channels Automatically\n\n![new-channel-prompt.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-channel-prompt.png?alt=media)\n\nAfter connecting your first channels, we’ll automatically start to notify you via a Slack DM to create channels for new shared channels. Once connected, they will appear in your Unthread dashboard in the Customers list. You can also choose to enable an automation to connect channels as soon as they’re created. From your Profile page in the Unthread dashboard, you’ll see the following settings:\n\n![Connect New Channels.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FConnect%20New%20Channels.png?alt=media)\n\nThere are three options for automatic channel connection:\n\n- Always connect new channels(channels shared with external customers)\n- Ask before connecting new channels, and the app will DM you when new channels are connected (as seen in screenshot above)\n- Don’t automatically connect, meaning we will not automatically connect channels, and you’ll need to go to the Customers page to connect new channels manually\n\nTo edit these settings, head over to your Profile in the Unthread web app.\n\nℹ️ *Automatic channel tracking will only add a channel when it’s been shared outside of the organization, so no internal channels will be tracked 👌*\n\n## \n\n## Removing Channels\n\nIf you want to stop tracking conversations for a channel, head over to their “Settings” page from the dashboard. On the bottom left, you’ll see a “Disconnect channel from Unthread” button.\n\n## Troubleshooting\n\nLet us try to diagnose the problem if you’re seeing something strange.\n\n### I created a channel but don’t see it in the “connect channels” screen\n\n- The channel may already exist! We only show channels that aren’t yet connected. Someone on your team may have already connected this channel, or they may have automatic channel creation which would instantly connect the channel.\n- When connecting channels, you’ll see a toggle between “Shared” and “Internal” channels. Be sure you’ve searched both options. A channel will be considered “Internal” if there are no members from outside of your organization in the channel yet.\n\n### Channel appears in search but can’t be selected, or doesn’t appear in search\n\nIf a channel you’re trying to connect doesn’t appear in the channel list/search (or appears but you can’t select it), try the following:\n\n1. **Make sure the Unthread app is added to the channel.** One user reported the channel became selectable after adding the Unthread app in Slack: **Channel → Integrations → Add apps**.\n2. **Try connecting by Slack Channel ID.** In the “Connect channels” screen, use the option to add/connect a channel by its Slack Channel ID (for example: `C0B1X9Z9JBT`). This can help when the channel list is slow to load or your workspace has a large number of channels.\n\nNotes:\n\n- The channel picker may take longer to load the first time because Unthread may need to load a larger set of Slack channels before search results become snappy.\n- For shared/external channels (Slack Connect) owned by another workspace, you may run into permission limitations (see “You do not have permission to connect this channel” below).\n\n### You do not have permission to connect this channel\n\nIf you see this error, it means that the Slack Connect channel you’re trying to connect to was created by another workspace, and they’ve disabled your ability to invite people to the channel. More on that in the [Slack documentation](https://slack.com/help/articles/1500012572621-Slack-Connect--Manage-channel-invitation-settings-and-permissions). **Solution:** Ask the creator of the channel to enable the “Post and Invite” permissions\n\n![channel-permissions-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-permissions-1.png?alt=media)\n\n![channel-permissions-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-permissions-2.png?alt=media)\n\n![channel-permissions-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fchannel-permissions-3.png?alt=media)","2023-12-03T18:55:48.754Z","2026-05-19T13:37:58.901Z","722e6f03-80f6-465b-bad0-d719dd3ab9dc",{"_25":66,"_102":311},"Setting Up Your Account",[],[],{"_43":315,"_132":316,"_134":-5,"_135":317,"_137":66,"_13":-5,"_124":318,"_126":319,"_25":320,"_27":28,"_142":321,"_145":322,"_147":323},"Connecting to Slack","connecting-to-slack","## 🚀 Installing the Unthread App for Slack\n\nUnthread is an app for Slack that can instantly track and resolve issues that come in through Slack channels or DMs with the bot.\n\nℹ️ *To install the app, go to [https://yourcompany.unthread.io/dashboard/settings/slack](https://yourcompany.unthread.io/dashboard/settings/slack)*\n\n![install-slack.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Finstall-slack.png?alt=media)\n\nThis will bring you to a confirmation screen in Slack that asks you to allow Unthread to access your Slack account.\n\nℹ️ *Click [**here**](https://docs.unthread.io/docs/setting-up-your-account/projects-permissions) for a full breakdown of all the permissions used by Unthread.*\n\n![requestingpermission.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Frequestingpermission.png?alt=media)\n\nClick “Allow” and you’re done! You’ll see the app is now live in your Slack account.\n\n➡️ ***Next step***\\*: [**add Unthread to your first customer channel**](https://docs.unthread.io/docs/setting-up-your-account/connecting-customer-channels) to start tracking conversations.\\*\n\n## ✅ Authorizing Slack permissions (per team member)\n\nSome Unthread functionality requires each team member to authorize Slack permissions (their Slack token).\n\nTo authorize:\n\n1. In Unthread, click your profile (top right).\n2. Click **Profile**.\n3. Click **Authorize Slack permissions**.\n\n## 🤖 Slack’s AI Assistant\n\nUnthread also integrates with Slack’s new AI Assistant functionality so you can ask questions right from the sidebar of any channel. Learn more about [Unthread AI here](https://docs.unthread.io/docs/unthread-ai/introduction-to-unthread-ai), and note that sometimes AI can generate inaccurate information.\n\n## 🔓 Let’s talk about pri-va-cy, let’s talk about you and me 🎶\n\nPrivacy, transparency, and trust are key values here at Unthread. We are fully [SOC2 Type II compliant](https://unthread.io/security), and we only request permissions that we absolutely need to provide the best service to you. We also only use these permissions in obvious ways that you approve. Here are some permissions and how we use them:\n\n### The `Perform actions as you` permission\n\n**What we do**: manage channels and channel members so we can add new customers. **What we don’t do**: we don’t post things pretending to be you unless you use our [web inbox](https://docs.unthread.io/docs/managing-your-inbox/managing-your-inbox-on-the-web) to reply to messages.\n\n### The `Content and info about channels & conversations` permission\n\n**What we do**: we listen for messages in channels that you’re tracking so we can create new tickets and assignments, **What we don’t do**: We don’t listen to messages in any other channels (in fact, this permission ensures that we couldn’t even if we tried!)\n\n## Security Documentation\n\nMore information can be found on [our website](https://unthread.io/security).\n\n🤔 **Any other questions?** Reach us on Slack or at [**hello@unthread.io**](mailto:hello@unthread.io), or visit our [**privacy policy**](https://unthread.io/privacy) for more detail.","2023-12-03T18:55:48.620Z","2026-05-15T20:45:37.501Z","3921b870-b576-4645-b7cf-8a80bf7bef8e",{"_25":66,"_102":311},[],[],{"_43":325,"_132":326,"_134":-5,"_135":327,"_137":242,"_13":-5,"_124":328,"_126":329,"_25":330,"_27":28,"_142":331,"_145":332,"_147":333},"CSAT & NPS Surveys","csat-nps-surveys","With Unthread, you can send surveys to customers in Slack channels to collect CSAT or NPS scores without customers ever leaving Slack.\n\n## Creating a Survey\n\nFrom your dashboard, head to **“Outbounds” > “Surveys”** where you can manage your list of surveys.\n\nYou can create different survey types and track analytics on each type over time.\n\n![new-survey.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fnew-survey.png?alt=media)\n\n### Name & Description\n\nThese are private fields only visible to you so you can organize and easily find your surveys\n\n### Type\n\n- **CSAT**: a measure of your customer’s satisfaction with your services rated in a numerical scale\n- **NPS**: a measure of how likely your customers are to recommend your product or service to a friend or colleague\n\n### Style\n\n- **Inline buttons**: this will put the options in a Slack message as individual, clickable buttons\n\n ![survey-inline.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey-inline.png?alt=media)\n\n- **Single button with pop-up modal**: this will show a button that when clicked will present a modal for user to select options\n\n ![survey-popup.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey-popup.png?alt=media)\n\n### Selection Options\n\n- **Emojis**: choices will be represented with emoji faces\n- **Numerical**: choices will be represented by numbers\n\n### Message After Submission\n\nThis text will be posted into Slack as an ephemeral message after submitting feedback.\n\n## Sending Survey\n\n### Broadcasting to Channels\n\nYou can send manually as part of a [Slack Broadcast](https://docs.unthread.io/docs/customer-engagement/slack-broadcasts) to any of your customer channels.\n\n### Sending in Thread\n\nYou can also send a survey when closing out a conversation to collect immediate feedback. Using a [template](https://docs.unthread.io/docs/customer-engagement/templates-canned-responses), you can link a survey and any other message content to easily send from your Unthread dashboard, as seen below.\n\n![survey.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey.gif?alt=media)\n\n### Automatically Sending When Closing Conversations\n\nYou can send a CSAT or NPS score survey automatically, along with any other message by leveraging a template and enabling the “post-close message” setting. You can find this under the Settings > General page by scrolling to the “Conversation Settings” section. Note that this applies globally and will automatically send for any conversation that is closed out. Current limitation is that these will only be sent for Slack & Teams, or in-app chat conversations.\n\n## Analytics\n\nEach survey will collect its own set of analytics that be viewed on a per-message or aggregate basis. Click the **“Analytics”** button next to your survey to see the results.\n\nCSAT scores are represented by a number 0 to 100, measuring their level of satisfaction.\n\nNPS scores are represented by a number -100 to 100, indicating the likelihood that they’d recommend your product.\n\n![survey-analytics.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fsurvey-analytics.png?alt=media)\n\n### Understanding CSAT Results\n\nCSAT measures customer satisfaction with your product or service.\n\n- Score range: `0` to `100`\n- User ratings range between 1 to 5, with 1 indicating a 0% satisfaction rate, and 5 indicating a 100% satisfaction rate\n\nℹ️ *Example: if you receive a 3/5 review (60%) and a 5/5 review (100%), your total CSAT score will be 80.*\n\n### Understanding NPS Results\n\nNPS measures the likelihood of a user to recommend your service to a friend or colleage.\n\n- Score range: `-100` to `100`\n- User ratings are a number between 0 and 10\n- Ratings between 0 and 6 are considered “detractors”, meaning they would discourage others from using your service\n- Ratings between 7 and 8 are considered “neutral”\n- Ratings between 9 and 10 are considered “promoters”, meaning that they would recommend your service to others\n- Final score is equal to the % of promoters minus the % of detractors\n\nℹ️ *Example: if you receive a 6/10 (detractor), a 7/10 (neutral), and a 10/10 (promoter), your total NPS score will be 0.*","2023-12-03T18:55:51.696Z","2026-05-12T20:53:33.773Z","e1f7180c-074d-4962-a423-5c4de83f32dd",{"_25":242,"_102":247},[],[],{"_43":335,"_132":336,"_134":-5,"_135":337,"_137":338,"_13":-5,"_124":339,"_126":340,"_25":341,"_27":28,"_142":342,"_145":344,"_147":345},"Customer Portal","customer-portal-overview","The Customer Portal provides a dedicated, self-service space where end users can access documentation and submit support tickets.\n\nTo configure the Customer Portal, navigate to **Settings → Customer Portal**.\n\n![Screenshot 2026-01-13 at 1.27.37 PM.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FScreenshot%202026-01-13%20at%201.27.37%E2%80%AFPM.png?alt=media)\n\n## Supporting Internal Users vs. External Users\n\nYou can configure your portal to be for internal support (supporting team members) or external support (supporting external customers). This allows you to more clearly separate out things like documentation visibility and authentication depending on whether you're working with an internal or external team.\n\n- **Internal Customer Portal:** Only internal projects are available for selection.\n\n- **External Customer Portal:** Only external, customer-facing projects are available for selection.\n\nBy default, the knowledge base articles and other resources associated with the selected projects are accessible through the Customer Portal.\n\n## Customizing Appearance\n\nFrom the Customer Portal settings page, you can customize the visual appearance of the portal, including:\n\n- Brand logo\n\n- Brand colors\n\n- Custom domain\n\n### Homepage Hero Section\n\nConfigure the homepage hero section to highlight key information and resources, including:\n\n- Title and description: appears as big text in the homepage.\n\n- Custom links: appears in the top right of the nav bar.\n\n- Featured knowledge base categories: appear as cards below the title on the homepage.\n\n- Status banner: appears across the top of the screen to alert users to things like outages.\n\n## Hosting On Your Own Domain\n\nYou can host your Customer Portal on a custom, branded domain (like \"support.mycompany.com\") to deliver a fully white-labeled experience for your end users. Follow the guide in your dashboard to configure the right DNS records to enable this.\n\n## Ticket Types & Field Visibility\n\nYou can define which [ticket types](https://docs.unthread.io/docs/conversational-ticketing/ticket-types) and custom fields are visible to end users in the Customer Portal.\n\nThis allows you to tailor the ticket submission experience based on audience or account type. For example, you can expose specific ticket types only to C-level stakeholders or customers on certain plans by using ticket type–level conditional visibility rules.\n\n\\\n![Screenshot 2026-01-13 at 1.22.14 PM.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FScreenshot%202026-01-13%20at%201.22.14%E2%80%AFPM.png?alt=media)\n\n# Internal Customer Portal\n\nThe Internal Customer Portal is designed for internal users to submit tickets and access documentation through a secure, centralized interface.\n\n## Authentication\n\nUnthread supports multiple authentication methods for the Internal Customer Portal.\n\n### Email Magic Link\n\nUsers can authenticate using an email-based magic link. This is the default authentication method and requires no additional configuration.\n\nBy default, magic link emails are sent from `noreply@mail.unthread.io`.\\\nTo send authentication emails from a company-specific domain, verify your email domain under **Settings → Security → Email Sending Verification**.\n\n### Single Sign-On (SSO)\n\nUsers can authenticate using a Single Sign-On (SSO) provider. This option requires additional configuration in both Unthread and your identity provider.\n\nUnthread requires the following SSO details to be configured by an admin:\n\n- Client ID\n\n- Issuer URL\n\n- Client Secret\n\nSSO URLs (Redirect vs. Login URL)\n\nIf you are using SSO with the Customer Portal (including on a custom domain), make sure your identity provider is configured with the correct URLs:\n\n- **Redirect/Callback URL:** `https:///__/auth/handler`\n- **Login URL:** `https://` (base portal URL)\n\nUsing a **Login URL** that includes `/__/auth/handler` can result in an extra/double SSO screen or an additional redirect during authentication.\n\n### Impersonation\n\nUnthread admins can impersonate another user to log into the Customer Portal and experience the portal exactly as that user would. This is useful for troubleshooting access issues or validating portal configurations.\n\n![Screenshot 2026-01-13 at 1.38.05 PM.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FScreenshot%202026-01-13%20at%201.38.05%E2%80%AFPM.png?alt=media)\n\n## IT-Service Catalog\n\nUse your IT Ticket Types to build out your Service Catalog in your Internal Customer Portal:\n\n### Internal Customer Portal Settings:\\\\\n\n\\\n![image.png](/api/knowledge-base/images/4b47103a-8e9b-41be-abd6-c71b0f0f79fb)\n\n### Rendering of Service Catalog in the Internal Customer Portal:\\\\\n\n\\\n![image.png](/api/knowledge-base/images/5b7243c1-175c-4bb0-9d27-e5d5c3380a29)\n\n## End User Portal Experience\n\n### Login\n\nUsers access the portal by visiting the domain displayed at the top of the Customer Portal settings page.\n\nBased on your authentication configuration, users will either:\n\n- Receive an email magic link, or\n\n- Sign in using SSO\n\n### View Tickets\n\nUsers can view their submitted tickets from:\n\n- The **Tickets** tab in the left-hand navigation bar\n\n- The **View All Tickets** button within the **Support Tickets** section on the home page\n\n### Create Tickets\n\nUsers can create tickets by\n\n- Clicking **New Ticket** from the **Support Tickets** section on the home page\n- Selecting the team they want to submit a ticket to, choosing the appropriate ticket type, and completing the ticket form.\n\n![Screenshot 2026-01-13 at 1.48.32 PM.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FScreenshot%202026-01-13%20at%201.48.32%E2%80%AFPM.png?alt=media)\n\n- In addition, end users can submit tickets through a conversational experience using the **Unthread AI Assistant** directly within the Customer Portal.\n\n### View Documentation\n\nEnd users can browse all configured documentation and knowledge base articles available to them through the portal.\n\nThey can access documentation by:\n\n- Navigating to the **Documentation** tab in the portal\n\n- Using the global search shortcut (Command + K) to search knowledge base content\n\n- Asking questions directly to the AI Assistant to surface relevant documentation and answers\n\n# External Customer Portal\n\nThe External Customer Portal enables your customers to securely access documentation and submit support tickets through a branded, customer-facing interface.\n\n## Authentication\n\nUnthread supports multiple authentication methods for the Internal Customer Portal.\n\n### Email Magic Link\n\nUsers can authenticate using an email-based magic link. This is the default authentication method and requires no additional configuration.\n\nBy default, magic link emails are sent from `noreply@mail.unthread.io`.\n\nTo send authentication emails from a company-specific domain, verify your email domain under **Settings → Security → Email Sending Verification**.\n\n### Single Sign-On (SSO)\n\nUsers can authenticate using a Single Sign-On (SSO) provider. This option requires additional configuration in both Unthread and your identity provider.\n\nUnthread requires the following SSO details to be configured by an admin:\n\n- Client ID\n\n- Issuer URL\n\n- Client Secret\n\nNote: make sure your identity provider is configured with the correct URLs:\n\n- **Redirect/Callback URL:** `https:///__/auth/handler`\n- **Login URL:** `https://` (base portal URL)\n\nIf you're using a custom domain, be sure to use that custom domain as the `` property\n\n### Require Authentication\n\nWhen enabled, users must authenticate before accessing the External Customer Portal.\n\nThis ensures that only authenticated users can:\n\n- View your documentation\n\n- Submit and manage support tickets\n\n### Restrict Login to Account Domains\n\nFor additional security controls, you can restrict portal access to users whose email domains match one of your configured customer accounts.\n\nThis setting requires **Require Authentication** to be enabled.\n\n### Impersonation\n\nUnthread admins can impersonate external users to log into the Customer Portal and experience the portal exactly as the customer sees it. This is useful for validating access controls and troubleshooting customer-reported issues.\n\n![Screenshot 2026-01-13 at 1.38.05 PM.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FScreenshot%202026-01-13%20at%201.38.05%E2%80%AFPM.png?alt=media)\n\n## Customer Portal Experience\n\n### Login\n\nCustomers access the portal by visiting the domain displayed at the top of the Customer Portal settings page.\n\nBased on your authentication configuration, users will either:\n\n- Receive an email magic link, or\n\n- Sign in using SSO\n\n### View Tickets\n\nCustomers can view their tickets from:\n\n- The **Tickets** tab in the left-hand navigation bar\n\n- The **View All Tickets** button in the **Support Tickets** section on the home page\n\n### Create Tickets\n\nCustomers can create new tickets by:\n\n- Clicking **New Ticket** from the **Support Tickets** section on the home page\n- Selecting the team they want to submit a ticket to, choosing the appropriate ticket type, and completing the ticket form.\n\n### Setting Account Admins\n\nUnthread admins can designate **Account Admins** for customer accounts from the **Accounts** tab in Unthread.This role is typically assigned to the primary point of contact at the customer.\n\nAccount Admins have permission to view all tickets submitted by users within their account\n\nFor example, an Account Admin for the Netflix account would be able to view all tickets submitted by Netflix users to Unthread.\n\n![Screenshot 2026-01-13 at 2.00.58 PM.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2FScreenshot%202026-01-13%20at%202.00.58%E2%80%AFPM.png?alt=media)\n\n# Embedding as an iFrame\n\nTo embed your portal directly into your product, see the instructions here: [Embedded Customer Portal.](https://docs.unthread.io/docs/in-app-support/embedded-customer-portal)","6ceeb548-f7bc-40ca-80c5-4a09ea9a2206","2026-01-13T18:24:00.003Z","2026-06-02T15:36:08.681Z","836f13bb-8fb1-40ed-af23-516d44858ab3",{"_25":338,"_102":343},"In-App Support",[],[],{"_43":347,"_132":348,"_134":-5,"_135":349,"_137":198,"_13":-5,"_124":350,"_126":351,"_25":352,"_27":28,"_142":353,"_145":354,"_147":355},"Editing Conversations in Slack","editing-conversations-in-slack","# ![manage-conversation.gif](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmanage-conversation.gif?alt=media)\n\n# Editing Conversations (reassign, set priority, add notes, and more)\n\nThe [Unthread app for Slack](https://docs.unthread.io/docs/setting-up-your-account/connecting-to-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.\n\n## Actions\n\n### Post to Triage Channel\n\nTriaging will bring conversations with customers to an internal channel.\n\nIn addition to automatically triaging, you can triage on a one-off basis and optionally tag team members in the process.\n\nWe’ve got a [whole article about Triaging here](https://docs.unthread.io/docs/conversational-ticketing/triaging-with-your-team)!\n\n### Merge\n\nIn the event that a customer reaches out with the same issue in two separate threads, you can merge them together to unify the analytics.\n\nFrom the manage conversation pop-up, click the 3 dots followed by the “Merge conversation” option.\n\n![merge.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmerge.png?alt=media)\n\n### Split\n\nIf you have a conversation that you’d like to split into multiple conversations, go to a conversation on the Unthread dashboard, click the 3 dots next to a particular message, and select “Split conversation from here”. All future messages will be tracked as part of a new conversation.\n\n### Snooze\n\nSnoozing a conversation will put it “on hold” until a certain date. It will send a DM with a custom message at the specified date.\n\n![merge.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fmerge.png?alt=media)\n\n## Attributes\n\n### Tasks\n\nTasks can be helpful for tracking engineering work linked to a customer issue.\n\nWouldn’t you know it, we’ve got a [whole article about task management](https://docs.unthread.io/docs/integrations/task-managers-2/task-managers) and how to integrate your favorite task management app (Jira, Linear, Asana, etc.)\n\n### Assignee\n\nAssigning conversations is a great way to set accountability within your team. When you assign a message to someone, it will be in their Unthread inbox, and they’ll get a DM when they are assigned a new message.\n\n### Priority\n\nSet a priority, which can be used as a sort option in your inbox, allowing you to surface top priority issues first.\n\n### Tags\n\nTagging conversation will allow you to group conversations around similar topics. Create, edit, and filter for tags from the homepage of your dashboard.\n\nYou can filter your inbox by a set of given tags, and you can also get analytics and reporting on the frequency of different tags over time. This helps you to identify trends in customer conversations.\n\nYou can also use Unthread AI to [automatically apply tags](https://docs.unthread.io/docs/unthread-ai/automatically-tagging-conversations-with-ai) based on the customer message.\n\n### Notes\n\nAdd custom details about a conversation that will kept private from the customer. You’ll also see a preview of these notes in your inbox.","2023-12-03T18:55:50.241Z","2026-05-13T19:12:20.004Z","850d51d0-b54c-41de-839c-363a6710803f",{"_25":198,"_102":203},[],[],{"_43":357,"_132":358,"_134":-5,"_135":359,"_137":360,"_13":-5,"_124":361,"_126":362,"_25":363,"_27":28,"_142":364,"_145":365,"_147":366},"Email Support","email-support","Unthread allows you to relay support emails to your Slack channel, and you can respond to customers directly from Slack. This means you never need to open Outlook or Gmail again 🙌\n\nMore importantly, email tickets for existing Slack customers will now be visible from one place so you can view all customer communications together.\n\n🎦 [Check out this demo on email integration with Unthread.](https://www.loom.com/share/edfe02451bbc425091e370421ba4debc)\n\n## 📫 Supported Email Clients\n\n**We support all major email providers.** Connecting your email to Unthread is as simple as setting up a forwarding rule (which is supported by nearly all email providers), and configuring a DNS record. We'll show some instructions below for common apps like Gmail and Outlook.\n\n## 🛠 Setting up the connector\n\nThe first step is to forward messages from an email address into Slack. That way, your entire team has context, and you can use assignment rules to notify the right responder. Head over to “**Channels**”> “**Email**” from your Unthread dashboard to get started by clicking \"**New Email Inbox**\".\n\n### Only new emails will be created as Unthread tickets\n\nNo historical email activity from the email accounts that you were receiving email support tickets to will be read or used to create tickets in Unthread. Only new emails received after the setup will create Unthread tickets.\n\n### Set up email forwarding\n\nFirst, choose a name for the support email group, something like “\\[Company\\] Support” will do just fine! Then, add the email address that you use to receive support emails. You should have already set this up via your email provider. Lastly, set up email forwarding to the Unthread email that’s in the dashboard. This is the trickiest step! Follow these steps to enable forwarding, depending on which email provider you use:\n\n- [**Gmail / Google Workspace**](https://support.google.com/a/answer/4524505#address-map-forwarding)\n\nThe preferred method is to use address maps, which allows you to forward emails from a specific address to another address. This is more reliable than using a Google Group or other forwarding method. In order to set this up, you’ll need to be an admin of your Google Workspace account. Go to the [Gmail Routing settings](https://admin.google.com/ac/apps/gmail/routing) and scroll down to “Email forwarding using recipient address map”. Click “Add Another Rule”. In the popup, set “Address” to the email address you want to forward, and “Forward to” to the Unthread email address. Click “Add”. Make sure “Messages to affect” is set to “All incoming messages” and “Also route to original destination” is checked. Click “Save”.\n\n![google-email-routing.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fgoogle-email-routing.png?alt=media)\n\nPlease contact your account manager if you need help setting this up or you need to use a different forwarding method.\n\n📖 *Some common mistakes to double-check:*\n\n- *Be sure to follow the steps in those guides rather than use a Google Group. It’ll be more reliable this way and is worth the effort!*\n\n- *Be sure that your support email (for example “[**support@yourdomain.com**](mailto:support@yourdomain.com)” or ”[**sales@yourdomain.com**](mailto:sales@yourdomain.com)”) matches exactly what you enter into the Unthread dashboard*\n\n- *Double-check that you’ve entered the unthread email (should look something like “[**domain-unthread-u9hd0@mail.unthread.io**](mailto:domain-unthread-u9hd0@mail.unthread.io)” is entered in your email forwarding setup*\n\n- **Outlook / Microsoft 365**\n\n[Follow these steps](https://support.office.com/en-ie/article/forward-email-from-office-365-to-another-email-account-1ed4ee1e-74f8-4f53-a174-86b748ff6a0e) to set up email forwarding in Outlook.\n\n### Choose a Slack channel\n\nSelect a channel from the dropdown, and the email contents will be posted there. For your channel to appear, it must be an internal channel (not a Slack Connect or shared channel).\n\nℹ️ *Emails do not get posted to a Slack Connect channel for privacy reasons; users who submit emails may not want to share them with the rest of the team.*\n\n### Set up assignment rules\n\nInbound emails can have their own assignment rules that you configure on this page. This is important because the email may not match an existing customer, so you’ll need to determine how to assign those messages.\n\n### Domain verification (optional)\n\nBy default, email replies sent from Slack or Unthread will come from an email address ending in `@mail.unthread.io`.\n\nIf you’d like to change this, you can verify your own domain so that replies come from an email address with your domain. To do this, head over to **Settings → Security** and select “Add email domain”.\n\nℹ️ *Verification will require updating your websites DNS records, so be sure to have access to your web hosting provider before starting the process.*\n\n## 📨 Managing emails in Slack\n\nOnce setup, you’ll start seeing email content posted directly to your Slack channel. How great is that!\n\n### Tracking & assigning new messages\n\nYou’ve already set up the assignment rules in the first step, new emails are [tracked just like any other message](https://docs.unthread.io/docs/setting-up-your-account/tracking-new-conversations). This means you can set up [escalation paths](https://docs.unthread.io/docs/workflow-management/escalations) & SLAs, [triage messages](https://docs.unthread.io/docs/conversational-ticketing/triaging-with-your-team) with your team, and more. When a message is assigned to you, it will be in your [Inbox](https://docs.unthread.io/docs/managing-your-inbox/managing-your-slack-inbox).\n\nNew messages will use the 📩 icon to indicate that the message is from an inbound email.\n\n![slackconnector-1.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslackconnector-1.png?alt=media)\n\n### Discussing internally\n\nUnthread will create a thread for the inbound email where you can discuss things internally. By default, all comments in this thread are private and not shared with the customer. You’ll see a message like the one below posted with any new email.\n\n![slackconnector-2.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslackconnector-2.png?alt=media)\n\n### Sending replies to customers\n\nIn your general workspace settings you can enable or disable requiring including the `/unthread send` command for external replies from Slack. When enabled, only messages using the `/unthread send` command will be sent to tickets that were submitted via Email, Teams, or In-app chat. When disabled, all replies will be sent externally to the original ticket source.\n\n![image.png](/api/knowledge-base/images/75e74dea-a031-4246-b520-eecbcebdabf0)\n\nThis is the good stuff and allows you to talk with customers without ever leaving Slack. Compose your message in the thread that Unthread has created for you, and when you’re ready to send, include “/unthread send” at the bottom of the message.\n\n![slack-connector-3.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslack-connector-3.png?alt=media)\n\nWhen you include this, the message will be sent to the customer in the same email thread, and anyone cc’ed on the message will automatically be included.\n\nHere’s how that very reply will look to the customer in the email that they receive:\n\n![slack-connector-4.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fslack-connector-4.png?alt=media) Pretty nifty, eh?\n\n## \n\n## 📊 Analytics\n\n### Response times & resolution times\n\nYou’ll get the same great analytics on response rates and resolution times that you get with other messages. The “Analytics” tab will show you these reports, and allow you to filter for email vs. Slack vs. in-app chat responses\n\n### Linking to customers\n\nEmail conversations will automatically be linked to customers based on domain. When you view a customer profile, you’ll be able to see a history of conversations across email, Slack, and in-app chat. To update the domain for a given customer, head to the “Settings” tab, and scroll to the section “Email domains for this customer”.\n\n## \n\n## 🛠️ Troubleshooting\n\n### Authorization Failed when linking/configuring an email inbox\n\nIf you see an `Authorization Failed` error when linking/configuring an email inbox from the web dashboard, confirm that you’re configuring the inbox inside a specific project where you have **Owner** permissions.\n\n### Why aren’t emails appearing in Slack?\n\n- Be sure that your support email (for example “[support@yourdomain.com](mailto:support@yourdomain.com)” or ”[sales@yourdomain.com](mailto:sales@yourdomain.com)”) matches exactly what you enter into the Unthread dashboard\n- Double-check that you’ve entered the unthread email (should look something like “[domain-unthread-u9hd0@mail.unthread.io](mailto:domain-unthread-u9hd0@mail.unthread.io)” is entered in your email forwarding setup\n- Check the Slack channel used in the integration, and be sure that it hasn’t been deleted or archived\n\n### **Why aren’t email replies from my team members appearing?**\n\nIt’s likely because your forwarding rules aren’t sending emails from team members to Unthread.\n\nWhen setting up your email forwarding, be sure that you have this configured correctly:\n\n![gmail-forwarding.png](https://firebasestorage.googleapis.com/v0/b/trnout-co.appspot.com/o/unthread-unthread-e4pm8%2Fknowledge-base%2Fgmail-forwarding.png?alt=media)\n\n### Why is a single email thread creating multiple Unthread conversations?\n\nUnthread should automatically group email threads into a single conversation.\n\nIf you see mulitple conversations, it may be due to:\n\n- Email forwarding rules may not be set up correctly (please refer to the photo above)\n- If the original sender is moved to bcc, a new conversation will be created (since replies will no longer notify the original submitter)\n\n### How do I block emails?\n\nIf you’re using the Gmail forwarding option, you can leverage Gmail’s spam filtering and blocking rules out of the box.\n\nTo block additional emails, you can change this by going to “Settings” > “Email”, and clicking “Edit configuration” next to one of your inboxes. At the bottom, you’ll see a section for “Blocked emails”, and you can add either a single email (e.g. [jim@spam-r-us.com](mailto:jim@spam-r-us.com)), or a full domain (e.g. spam-r-us.com).","0a6a16ad-c70f-4bc4-bf6f-9c11ab4fc281","2024-01-26T16:42:59.917Z","2026-05-21T18:55:28.869Z","b18c73d7-178a-46dc-9a03-332f184e310a",{"_25":360,"_102":357},[],[],{"_43":368,"_132":369,"_134":-5,"_135":370,"_137":338,"_13":-5,"_124":371,"_126":372,"_25":373,"_27":28,"_142":374,"_145":375,"_147":376},"Embedded Customer Portal","embedded-customer-portal","Embed your Unthread customer portal directly into your own web application so customers never leave your product to get help. The embedded portal supports authenticated access, programmatic navigation, theme customization, and event handling.\n\n## 🔍 How It Works\n\nWhen you embed the portal, a small JavaScript snippet on your page loads the portal inside an invisible `

Asset Management

Intune

Iru (Formerly Kandji)

Jamf