<aside> 👉 Before you get started, did you connect to Slack and add Unthread to a channel? If so, that’s rad, read on!

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Once you have added the Unthread Slack app and connected it to one of your channels, you’ll automatically start seeing conversations tracked in your inbox.

⚡️ Automatic tracking

The next time someone outside of your Slack organization sends a message into the channel, a conversation will be tracked and added to your inbox. For more of an explanation of automatic tracking, read up on how conversations are tracked.

🔎 Manually tracking conversations

If you’d like to track a conversation now without a customer message, you can add one manually:

• Hover over a message in a channel
• Click the three dots, and select “Manage conversation”. Note: if you don’t see that option, you may need to click “More message shortcuts…”
• A modal will appear with some basic details. Click “Save” and you’ll see it in your inbox!

ℹ️ FAQs

Someone sent a message in the channel but I don’t see it tracked?

This may be because of one of two things:

• Only messages from “Customers” (aka someone who’s not in your workspace) are tracked. This means if your team member sends something, it won’t be tracked as a ticket.
• The channel must have the Unthread app in it. Read up on how to connect your channels.

Where can I find all of my conversations? Read through the Managing your Inbox page to see where you can find your history of conversations.

<aside> 🙃 Still confused? No worries, we’ll dive into more specifics in “How conversations are tracked”.

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