Threads

Threads: the support desk your AI agent hands over to

Most support teams run two tools: a chatbot at the front and a helpdesk behind it. Context gets lost in the gap, and you pay twice. Threads is the support desk built into Threadbox, so when the AI agent hands over, the conversation is already a thread with a TB- reference, a priority, the right team and a summary waiting for whoever picks it up.

Everything a traditional helpdesk does is here: statuses and custom statuses, types, custom fields, tags, response targets tied to business hours, rules, round-robin and skills-based routing, saved replies, Playbooks, merge and split, linked threads, time tracking, to-dos and live presence. It just starts with an agent that has already resolved the easy half of your volume.

Last updated

TB- references

Every thread gets a reference customers can quote on any channel, and a full activity history.

Response targets

First-response and resolution targets per priority, paused outside business hours and on holidays.

Rules

Run on create, on update and every hour. Conditions on any field; actions that assign, tag, notify or call a webhook.

Routing

Round-robin, load-balanced with capacity limits, or skills-based across teams.

Saved replies and Playbooks

Placeholders for names, references and fields. Playbooks apply several actions in one click.

Live presence

See who is viewing and typing, so two people never answer the same customer.

How it works

  1. 1

    The agent tries first

    Your AI agent answers from your knowledge and calls your APIs. Most routine questions end here.

  2. 2

    Hand-over becomes a thread

    Escalation creates a thread with a summary, priority and response target already set.

  3. 3

    Rules and routing

    Rules tag and prioritise, then routing assigns the best available person by skill and workload.

  4. 4

    Resolve and measure

    Reply on the original channel, resolve, and a CSAT survey follows automatically.

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.

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.

FAQ

Frequently asked questions

No. Threads is part of every Threadbox workspace. Plans differ in advanced features such as response targets, rules and skills-based routing.

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