March Product Update

Send and View Emoji Reactions from Unthread Dashboard

One of our most requested features โ€“ you can now view and edit emojis from the web inbox.

This means you can move *all* of your workflows entirely to the web dashboard. We even support custom emojis!

You will be prompted to reconnect Slack to get proper permissions, and you'll be good to go ๐Ÿš€

Internal Document Syncing with Notion, Google Drive, and Confluence Out of Beta

We've seen such great adoption of our AI-generated responses and have been continually adding new integrations for our knowledge base sync.

We're excited to announce that all customers can now directly & securely sync (via OAuth) internal docs from Notoin, Google Drive and Confluence. Thanks to the folks who joined the beta and provided feedback to get us to this point!

To get started, head to "Settings" > "Knowledge Base" from your Unthread dashboard.

Auto-complete, drafts, and advanced styling

When replying to customers from the web dashboard, you'll notice some big improvements:

  • As you type, drafts will be saved, so as you navigate through the dashboard, your progress will not be lost
  • "@"-mentioning and adding cc's or bcc's to replies will auto-complete team members' and customers' emails
  • More advanced formatting options available by using templates in your replies

๐Ÿš€ Other Fun New Stuff:

  • Manage multiple triage threads for email and in-app chat conversations
  • The Customer Portal now uses AI-generated titles
  • Ticket Types are now filterable in the inbox and reports pages
  • Improved handling of code snippet formatting compatibility between web, in-app chat, email, and Slack
  • From the web inbox, there's now a 1-click option to copy an AI response into a draft reply
  • Several reliability and speed improvements that should result in faster dashboard load times and more reliable message handling