Introduction
A guide to managing threads in Channeled
Team inbox for customer conversations
Channeled automatically tracks external customer activity in connected channels.
Watch a demo of how threads are organized and managed by Channeled in Slack.
Threads are automatically captured/updated when an external customer starts a new message (e.g, new thread in Slack) or replies to an existing message.
Threads are automatically grouped when Channeled detects similarities in
topic and timing. For instance, if a specific contact posts two messages in
quick succession, Channeled will detect that they’re likely part of the same
message, and will store them automatically as part of one thread group.
When created or updated, threads can be accessed in the team inbox, which is configured with default views by assignee or status. Users can create additional filters/views or search to find specific threads in the inbox.
Triaging customer threads in Slack
The live feed in Slack provides your team a dedicated channel in Slack that operates like a unified inbox for all threads connected in Channeled.
Newer installations to Channeled will set up a live feed in Slack during onboarding. If you have an older instance of Channeled, you can create a live feed channel using the steps below.
Capturing historical threads
To save threads that were created in Slack channels before Channeled was installed, you can run a bulk scan for historical channel activity, or selectively save older threads individually.
Once saved, older threads are searchable and filterable within the team inbox.
Updating threads
Thread statuses
Channeled uses 7 primary statuses to organize threads.
| Status | Definition |
|---|---|
| New | The default status for threads where no internal owner has responded to a customer message. |
| Waiting for Customer | Channeled will automatically set this status to threads previously in New or Open status once internal owners have replied to a customer message. |
| Open | Channeled will automatically set this status to threads previously in Waiting for Customer status once customers owners have replied to an internal user. |
| Escalated | Threads can be manually marked Escalated by internal team members. |
| Snoozed | Threads can be manually marked Escalated by internal team members. |
| Completed | Threads that are closed and count towards responsiveness/resolution metrics. |
| Dismissed | Threads that are closed and don’t count towards responsiveness/resolution metrics. |
You can update threads in either the live feed or web inbox.
Routing threads
Channeled can automatically route customer threads to internal channel/customer owners, along with a fallback internal owner for any customer channels that do not have a designated owner.
Slack usergroups can be used to assign threads/channels. When usergroups
are assigned as thread owners, Channeled uses the first user in the group at
any given time for notifications/routing.
Adding internal comments
To add internal comments related to a thread, post a reply in the live feed channel, or add a comment from the team inbox.
Adding tags
To create tags for your organization, go to Inbox Settings.
Parent tags are primarily used to identify the top-level category of thread topics (e.g, bugs, feature requests).
Child tags are used to identify the drill-downs beneath the primary categories (e.g, integrations, dashboards)
You can add/update tags to threads in both the live feed and the web inbox.
| # | Instructions |
|---|---|
| 1 | Go to Channels |
| 2 | For individual updates, find your selected customer record and update the Owner column directly. |
| 3 | For bulk updates, select or filter for your selected records and click the Reassign button. |
Notifications
Notifications to thread owners
You can add/update tags to threads in both the live feed and the web inbox.
| # | Instructions |
|---|---|
| 1 | Go to Channels |
| 2 | For individual updates, find your selected customer record and update the Owner column directly. |
| 3 | For bulk updates, select or filter for your selected records and click the Reassign button. |
Public channel notifications
You can add/update tags to threads in both the live feed and the web inbox.
| # | Instructions |
|---|---|
| 1 | Go to Channels |
| 2 | For individual updates, find your selected customer record and update the Owner column directly. |
| 3 | For bulk updates, select or filter for your selected records and click the Reassign button. |
Custom notifications by channel
You can add/update tags to threads in both the live feed and the web inbox.
| # | Instructions |
|---|---|
| 1 | Go to Channels |
| 2 | For individual updates, find your selected customer record and update the Owner column directly. |
| 3 | For bulk updates, select or filter for your selected records and click the Reassign button. |