Integrations

We would like Customer Thermometer to integrate with Thread to enable CSAT and NPS surveys directly within the inbox workflows.

I've already been able to create Intents that can gauge the estimated time needed to work an issue, but unable to send TimeZest request. Need more intelligence around this integration outside of the /timezest manual option in Inbox or if this should be working, better documentation on how to make it work correctly.

During these wonderful huge global outages it would be super nice is the Magic Agents could integrate with statusgator.com and pull the current status of services.

The Voice AI should be able to access TimeZest to arrange specific callbacks if the user requests it, this would need to be explicitly prompted with a defined rule set to avoid it always scheduling every return call.

Requesting the integration of Microsoft Bookings into Thread to streamline appointment scheduling, allowing users to manage bookings, sync calendars, and automate notifications directly within the Thread platform.

We’d love to see the CrewHu CSAT questionnaire integrated directly into Thread’s online chat. Right now, feedback is collected via a follow-up email after ticket completion, which often leads to lower response rates. Embedding the survey in the chat window—right after the support interaction—would: Boost response rates with real-time engagement Deliver instant feedback to the team Eliminate reliance on email workflows Example: As a chat ends, a quick CSAT rating pops up in the same window. The customer responds immediately. This would be a simple but powerful upgrade to the customer experience. https://www.crewhu.com/

It would be very helpful to add access to the PSA audit trail while in Thread Inbox

Imagine if the Magic Agent could provide clients with links to relevant KB articles from Halo Knowledge base [public links for client facing SOPs]

I'd like to see the ability to change/update the terms displayed in Inbox to match what things are called in the PSA. For instance, we use Autotask and the equivalent to Service Boards are Queues. I'd like to see "Queues" as the term in Thread instead of "Boards"

We use MSP Process for end user and technician verification. We would like to see the two products talk to one another so we can build out workflows to verify the identity of the person on the other end.