The Unthread Slack app has the ability to manage conversation details from a popup. If you see a button labeled “Manage conversation”, it will pop up the following screen:
Triaging will bring conversations with customers to an internal channel. We’ve got a whole article about that!
Sometimes customers will reach out with the same question in multiple threads. Join those into a single ticket by clicking the 3 dots and selecting “Merge with other conversation”. This will present a list of other conversations with that customer that you can join. This will not delete the thread in Slack but it will merge into a single ticket in your Inbox and web dashboard.
Next to the title of the conversation, you’ll see a button that reads “Edit title”. This will change what appears in the inbox view and the web dashboard and will not be visible to your customers.
Snoozing a conversation will put it “on hold” until a certain date. It will send a DM with a custom message at the specified date.
Assigning conversations is a great way to set accountability within your team. When you assign a message to someone, it will be in their Unthread inbox, and they’ll get a DM when they are assigned a new message.
Set a priority, which can be used as a sort option in your inbox, allowing you to surface top priority issues first.
Tagging conversation will allow you to group conversations around similar topics. Create, edit, and filter for tags from the homepage of your dashboard.