Unthread is an AI-powered support tool designed to enhance and streamline customer support operations, particularly within the Slack ecosystem, but also integrating with other popular communication and management platforms.
What Unthread Does
Unthread transforms Slack conversations into manageable, prioritized tickets, enabling support teams to handle customer inquiries more efficiently. It acts as a Slack inbox, automating the process of ticket creation, assignment, and tracking, which helps in scaling up support operations without the need for manual intervention.
Key Features and Functionality
Ticketing in Slack
Unthread automatically tracks new conversations and converts them into tickets with assignments and alerts. This feature ensures that support requests are promptly addressed and escalations are handled according to predefined Service Level Agreements (SLAs).
Prioritization and Automation
The platform uses AI to categorize messages into types such as bugs, feature requests, and greetings, and suggests responses to support representatives based on common customer requests. It also allows users to add custom tags for roadmap planning and prioritization, ensuring that critical issues are addressed promptly.
Alerts and SLAs
Unthread provides features to measure and improve response times through assignment logic and clear escalation paths. This ensures that support teams meet their SLA targets and maintain high levels of customer satisfaction.
Integration and Automation
Unthread integrates seamlessly with various tools such as Salesforce, Hubspot, Linear, Asana, Jira, and more. It automates the population of customer interaction data across different channels, centralizing support emails, Slack channels, and in-app chats within an organization’s existing technology stack.
Omni-channel Inbox
The platform aggregates tickets and data from multiple customer interaction sources, providing a unified view of all support requests. This omni-channel approach ensures that support teams can respond to customers from their preferred communication platforms, including Slack, Microsoft Teams, email, and in-app chat.
Analytics and Performance Tracking
Unthread offers comprehensive analytics on response times, resolution times, common issues, and other key performance indicators. This data helps support teams to identify areas for improvement and optimize their support processes.
Custom Workflows and Automations
The Automations feature in Unthread allows teams to build custom workflows using built-in actions, third-party integrations, and custom code. This includes automating tasks such as password resets, onboarding new users, and escalating critical conversations. Automations can be triggered automatically based on events like conversation creation or updates, or manually from the dashboard.
Collaboration and Escalation
Unthread facilitates collaboration among support team members by enabling them to loop in colleagues and escalate conversations when necessary. This ensures that complex issues are resolved quickly and efficiently.
Pricing and Plans
Unthread offers various pricing plans, including a free version for basic conversation tracking and dynamic message assignment. The tool also provides a 14-day free trial for startups and growth plans, which include additional features like mass email outbound, custom integrations, single sign-on, and unlimited users and channels.
In summary, Unthread is a powerful AI-driven support platform that streamlines and automates customer support processes within Slack and other integrated platforms, enhancing efficiency, reducing response times, and improving overall customer satisfaction.
