Built for AI-first support
In a bolt-on setup, the chatbot and the helpdesk see different versions of the customer. In Threadbox they share one record: the AI transcript, the thread, the contact and company, and any data your actions fetched. Agents see what the AI already tried before they type a word.
When the team resolves something the AI could not, Sidekick can turn that answer into a Help Hub guide, and the agent learns from it on the next reindex.
Response targets that respect your hours
Set targets per priority for first response and resolution. Timers use the business hours of the thread's team, skip holidays, pause while a thread is waiting on the customer and resume when they reply.
Approaching targets trigger warnings; breaches can reassign, escalate priority, notify a manager or post to Slack or Microsoft Teams. Reports show compliance by team, agent and priority.
Try it on your own website
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Rules that do the triage for you
Rules run when a thread is created, when it changes and on an hourly schedule for time-based work like chasing pending threads. Conditions can use any field, the channel, contact and company properties, business hours and time since the last reply.
- Set priority, type, team, tags and custom fields
- Assign to a person or route to a team
- Send an email from a template or notify watchers
- Call a webhook to update another system
- Every run is logged so you can see why a rule fired
Collaboration without the noise
Internal notes with mentions, watchers, shared teams for partial hand-offs to billing or logistics, per-thread to-dos and time entries. Viewers and contributors who only read and leave notes do not need a paid seat.