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.Triaging customer threads in Slack
Thelive feed in Slack provides your team a dedicated channel in Slack that operates like a unified inbox for all threads connected in Channeled.
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.
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.Adding internal comments
To add internal comments related to a thread, post a reply in thelive 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)