Introduction
A guide to managing threads in Channeled
Team inbox
By default, Channeled tracks external customer activity in connected channels.
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
.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.
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.
Managing threads in Slack
The live feed
in Slack provides one channel in Slack that operates like a unified inbox for all threads connected in Channeled.
# | 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. |
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.
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
)
# | 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
# | 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
# | 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
# | 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. |