A guide to managing threads in Channeled
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.
thread group
.live feed
in Slack provides your team a dedicated channel in Slack that operates like a unified inbox for all threads connected in Channeled.
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. |
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.live feed channel
, or add a comment from the team inbox.
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
)
# | 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. |
# | 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. |
# | 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. |
# | 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. |