April Product Update

April Product Update

Build Your Own Custom Workflows with "Automations" (beta)

Unthread already has amazing built-in automated functionality, like the auto-responder, AI tagging, and more.

We know that we can't support every use-case out of the box, so we just launched Automations, a way to build your own custom workflows and even write your own code in response to updates in Unthread and Slack.

Head over to "Settings" > "Automations" to request access, and we'll get you set up as soon as we can.

NEW Get Analytics on How Well Your Docs Are Answering Questions

We've seen such great adoption of our AI-generated responses, and you can now see all responses in one place in the "Analytics" > "AI" section.

This helps to better understand gaps in your documentation where you can better help your customers.

🚀 Other New Fun Stuff:

  • You can now automatically send post-close CSAT and NPS surveys when closing a conversation
  • Using Directory Sync, you can now use a user's manager in the SLAs and auto-response automations (enterprise only)
  • Custom emojis are now visible and shareable in the web dashboard
  • We've added a prompt in the dashboard to show you when a new update is available so you can refresh and get the latest features!

That's it for now! If you have any questions, reach out to me directly at [email protected] or reach out to us on Slack – you know we'll be there ;)

- Tom & the Unthread Team