Customers can now see all teammates who interact with a thread - and not just the assigned technician - when they interact with threads from Messenger.

We know that threads are frequently collaborative and that they aren't just limited to a back-and-forth chat between two people. For example, an additional support tech might join in on a tricky request or another end-customer contact might be invited in to help approve a software request.

Messenger now makes it easy for your customers to see all of the folks with whom they’re chatting so that they can personalize their responses and better understand the support effort being provided on their asks.

Customers who enter Thread’s will be asked much simpler and easier-to-read auto-bot prompts, making it less likely for fast-moving contacts to share the wrong responses.

We’ve noticed that contacts who are moving quickly through the frequently type in their email address when asked about their company’s name! Since asking for email is a common initial prompt by many tools, we’ve updated the prompts to better match that pattern and simplified the copy along the way.

Thread's lets you respond to new prospect questions differently than existing customer requests - commonly enabled when Messenger is embedded on a public support page (like ours here).

Admin users can now view a history of all member login activity in Inbox and Pods with , a Security Center capability. makes it easy for security-focused teammates to more easily self-serve questions about their MSP-side engagement with the Thread product line.

With , Admins can review each login action a member made into Inbox, Admin Portal, Thread Pods: Chat and Thread Pods: TimePad. The Audit Logs history captures login activity beginning late-July 2023.

You can access by navigating to the Security Center menu option in Admin (Admin > Security Center)

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You can now enable Thread's individually for each Messenger application, allowing you to support a more advanced workflow or a simpler one depending on the interactions expected from each Messenger platform.

Thread's lets you respond to new prospect questions differently than existing customer requests - commonly enabled when Messenger is embedded on a public support page (like ours here). We've learned that when is turned on for environments with just existing contacts, like a customer's Slack or Teams app, there's a chance that contacts might accidentally enter the . This frequently leads to slower replies and a more frustrating user experience.

You can access this setting by enabling Sales Flow from your customer's Messenger settings (Admin > Messenger > Settings).

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Customers who create a thread via the “New Request” button outside of set Business Hours will be able to track progress without seeing any assignment or response times set.

We’ve learned that you want to set strong ETAs during working hours and set healthy response expectations outside of those windows. In the past, Messenger with the setting enabled always signaled that threads should be assigned within five minutes and responded to within three - even when created outside of Business Hours - which sometimes leads to hard-to-meet response expectations.

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Customers who create a thread via the “New Request” button in Messenger can now track progress without seeing assignment or response times set. In the past, Messenger signaled that threads should be assigned within five minutes and responded to within three.

Your feedback is clear: Customers like you want to set ETAs that match what's best for your organization. This update lets you power support with a fluid chat experience without also setting hard-to-meet expectations.

You can access this setting by selecting the “Non-Live Chat” option from your customer's Messenger settings (Admin > Messenger > Settings).

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You can now see from which collaboration source your customers and teammates are chatting with you, making it easy to understand their context and craft the best response.

Here at Thread, we've learned that chatting about support feels much more familiar and fluid than emailing or calling. So, knowing your customer's source matters when writing a reply with great tone and content. helps you distinguish a long-form email from a quick and punchy Teams chat, making it easy to craft the perfect reply for that moment.

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A small yet mighty update: You can now dismiss and continue with your Inbox workflow without first having to reply to a "Swarmed" thread.

We've learned from folks that can sometimes feel distracting, asking you to respond to new threads while you're focused on existing ones. This update makes it easier to stay in the zone when receiving new chats.

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ConnectWise PSA customers can now combine two or more threads together using , making it easy to simplify your inbox and avoid duplicative work.

With , you can collapse two or more threads into a single conversation card and then expand the linked thread to review individual threads as needed.

works in lockstep with the PSA: you can specify if linked conversations should be 'bundled' or 'merged' within ConnectWise. We know folks have strong opinions about bundling vs merging - we support 'em both!

We've learned from your strong feedback that helps you stay organized and lets you increase the "signal to noise" of your Inbox. This is especially true when multiple contacts report the same escalation or when you want to collect threads of the same topic into one organized entity.

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Thread customers with an Autotask PSA integration can now send automatic replies, or what we call , to their contacts via Teams, Slack, and Thread's Messenger products.

We've learned from our Partners that is one of the simplest and most effective ways they're able to transition support traffic from "old-school" channels like email into Teams and Slack. This capability is now available for all Autotask customers.

You can now display and share after-hours information with customers from within Messenger for Slack, helping contacts stay better informed of your operating windows and enabling you to set positive response expectations.

If you've set up custom hours of operations in the Admin > Settings menu:

Ever forget to add a time entry after closing a thread? We’ve been there!

Starting today, we’ll gently nudge you to include a time entry if we notice that you close a thread without adding one in. You can always dismiss the nudge or even turn these reminders off moving forward.

(We also made the Inbox Preference settings descriptions easier to read while we were improving your notification settings).

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The latest version of Messenger - the chat experience for your end users - includes bug fixes and improvements:

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You can now interact with of your contacts directly from within Inbox.

This is particularly powerful when handling location-centric support tasks, like sending physical hardware to contacts spread across multiple offices or deploying on-prem tech support to your clients.

Get started with sites by selecting a thread within Inbox and navigating to the PSA settings panel in the top-right corner or by navigating to the Contacts page within Inbox and selecting a contact.

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