Features: AI agent, Threads desk, Help Hub, voice and more

Threads & response targets

Threads with TB- references

Statuses, priorities, types, custom fields, tags and custom statuses. Every channel lands in one queue with a reference customers can quote.

Response targets

First-response and resolution targets per priority, calculated against business hours and holidays, with warnings and escalation on breach.

Merge, split and link

Merge duplicates, split a new issue into its own thread, link parent and child threads, and watch the ones you care about.

Saved replies and Playbooks

Placeholders for names, refs and fields. Playbooks apply a reply, status, tags and assignment in one click.

Time tracking and to-dos

Log billable time against threads, keep per-thread to-dos and report on effort by team, agent or company.

Live presence

See who is viewing or typing on a thread in real time, so two people never answer the same customer.

Rules & routing

Rules on create, update and schedule

Conditions on any field, channel, contact, company or time. Actions set fields, assign, notify, add tags, send email or call a webhook.

Teams and skills

Group agents into teams with their own business hours. Tag skills and languages for skills-based routing.

Smart routing

Round-robin, load-balanced with per-agent capacity, or skills-based. Only online agents receive new work.

Shared with teams

Hand part of a thread to another team, such as billing or logistics, while the owner keeps the customer relationship.

Help Hub & Guides

Help Hub on your domain

A branded customer portal with verified custom domains, magic-link sign-in and SSO for your customers.

Guides

Categories, folders, drafts, versions and translations. Feedback and search analytics show which guides need work.

Community

Forums where customers help each other, with moderation and one-click conversion to a thread.

Request tracking

Customers see their open and past requests, reply in real time and rate the answer when it is resolved.

Help in the widget

Search guides from the chat widget before starting a conversation, with ticket forms for structured requests.

Every channel & voice

Phone with IVR

Buy or port a number, build a menu, route to teams, record voicemail and call from the browser softphone.

SMS and WhatsApp

Two-way messaging threaded with the rest of the customer's history.

Facebook, Instagram and X

Direct messages and mentions become threads with the same targets and rules as email.

Email and mailboxes

Connect any mailbox over IMAP or forward to us. Replies send from your domain with proper threading and DNS checks.

Slack and Microsoft Teams

Answer customers from chat apps and post alerts on targets and escalations to the right channel.

Customers & field jobs

Contacts and companies

Profiles with custom fields, domains, health and timelines of every thread and conversation.

Field jobs

Schedule on-site visits from a thread, assign technicians, track status and capture sign-off.

Assets

Record the equipment and products each customer owns and link them to threads.

Team performance

Reports

Volume, first response, resolution, target compliance, CSAT and agent performance, with saved and scheduled reports.

CSAT surveys

Branded surveys after resolution on any channel, with scale, comment and follow-up rules.

Streaks

Points, badges and team challenges that reward fast, well-rated answers.

Sidekick

Summaries and suggested replies

A thread summary before you read a word, and a drafted reply grounded in your knowledge.

Rewrite and translate

Change tone, fix grammar or translate both ways so any agent can answer any language.

Guide drafts

Turn a resolved thread into a Help Hub guide in one click.

Multi-brand, outbound & mobile

Multi-brand

Separate brands with their own mailboxes, Help Hubs, templates and widgets, managed from one workspace.

Outbound campaigns

Segment contacts and send proactive email or SMS with tracked links, unsubscribe handling and results.

Mobile app

Answer threads, add notes and get push notifications on iOS and Android.

Migration in one click

Import tickets, contacts, companies, guides and agents from Freshdesk or Zendesk, with a resumable importer.

Enterprise

SSO and SCIM

SAML and OIDC single sign-on with just-in-time provisioning and SCIM user sync.

Custom roles

Fine-grained permissions, contributor seats for occasional collaborators, and per-team visibility.

IP allow-list and audit log

Restrict access by network and see who changed what, when.

Sandbox and GDPR

Test rules in a sandbox workspace. Export or anonymise a customer and set retention policies.

Knowledge & reasoning

Website, files and Q&A sources

Crawl your site, upload PDFs and DOCX, paste text or add Q&A pairs. Chunked and embedded automatically with live index status.

Multi-model

OpenAI, Anthropic and Google models side by side. Pick per agent, compare in the Playground, tune temperature.

Procedures

Step-by-step flows the agent follows for refunds, onboarding or troubleshooting, so answers are consistent.

Guardrails

Blocked topics, prompt-injection detection, system-prompt leak checks and a fallback message you control.

Playground

Chat with overrides, inspect retrieved chunks and tool calls, run compare mode, save scenarios and diff results after changes.

Continuous reindexing

Edit a source and the index rebuilds in the background. No retraining step, no downtime.

Actions & integrations

Custom actions

Describe an endpoint in plain English with typed parameters. The agent calls it mid-conversation and answers with the result.

Widget templates

Map an API response to a status card so order tracking or booking confirmations render as UI, not prose.

Regex webhooks

Deterministic answers for patterns like order numbers, straight from your systems, without an LLM in the loop.

Outbound webhooks

Signed events for conversations, messages, leads, escalations and failed actions with retries and replay.

Public REST API

Scoped keys, rate limits, SSE streaming and an OpenAPI spec. Build your own UI or automate sources.

Native apps

Shopify, Salesforce, HubSpot, Jira, Stripe and Microsoft Teams, with customer context right inside the thread.

Conversations & team

Rich widgets

Cards, buttons, quick replies, links, images, status cards and forms rendered natively on every channel.

Lead capture

Forms that trigger on intent, after N messages or on demand. Leads tab, CSV export and lead.created webhooks.

Threads

Every conversation from every agent and channel, live, with saved views, bulk actions, keyboard shortcuts and search.

Escalation rules

Sentiment, keywords, fallback count, message count or a tool call hand the conversation to a person and pause the AI.

Human takeover

Reply as yourself, leave internal notes, set priority and status, then hand back to the assistant.

Workspaces & roles

Invite teammates as owner, admin, agent, contributor or viewer, or build custom roles. Members can belong to several workspaces.

Insight & control

Analytics

Volume, resolution rate, sentiment, topics, busiest hours and per-bot breakdowns with period-over-period comparison.

Backstage

Ask questions about your own data in plain English, get charts back, and apply changes with a confirmation step.

Daily reports

A branded digest of yesterday's conversations, sentiment and leads in your inbox every morning.

On-brand widget

Colours, avatar, launcher, welcome and suggested messages with a live preview. Allow-list the domains it loads on.

Usage & credits

Credits, conversations and sessions charted per bot and per month so there are no surprises.

Security by default

Encryption at rest and in transit, hashed API keys, signed integrations and UK/EU hosting.

Customer stories

Teams already running support on Threadbox

“Customers get help any time without it hitting our costs, and our marketing team dialled in the tone for our brand from the dashboard. The webhooks are golden: customers get live tracking without taking up support resources.”

Hayley ParryMarketing Manager, PalletOnline

24/7live tracking answers without a ticket

Read the story

“In a complex haulage network, quick and accurate information retrieval is invaluable. We fed it our network documents and staff now query the assistant directly for rules and operational guidelines.”

David Brown JnrManaging Director, Browns Distribution

Minutesto find any network rule, down from hours