Unthread is an AI-powered support tool designed to help companies provide customer support directly within Slack. It acts as a Slack inbox, transforming support requests into prioritized tickets with assignments and SLAs (Service Level Agreements).

With Unthread, support teams can assign ownership of incoming messages, view assignments within Slack, and close them out to reach inbox zero. The tool also enables faster response times and resolutions by prioritizing important messages, allowing collaboration with colleagues, and escalating conversations when desired resolution times are breached.Unthread utilizes AI technology to automatically categorize various types of messages, such as bugs, feature requests, and greetings.

Users can add their own tags for roadmap planning and prioritization. Additionally, the AI suggests responses to support representatives based on common customer requests.The tool offers integrated solutions entirely within Slack, including automated message assignment, triaging, escalation, collaboration, education, and performance tracking.

Unthread supports seamless integration with popular tools like Salesforce, Hubspot, Linear, and Asana.Unthread caters to various industries, such as FinTech, Infrastructure SAAS, HR Tech, Agencies, Open Source, and Productivity Tools.

It aims to increase transparency, reduce risk, provide top-tier support, and build closer relationships with customers through direct communication channels.Unthread offers different pricing plans with varying features and capabilities, starting from a free version for basic conversation tracking, dynamic message assignment, and unlimited messages.

The tool also provides a 14-day free trial for startups and growth plans, offering additional features like mass email outbound, custom integrations, single sign-on, and unlimited users and channels.Overall, Unthread streamlines and automates customer support processes within Slack, improving efficiency and enhancing customer satisfaction.

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Unthread was manually vetted by our editorial team and was first featured on August 28th 2023.

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Pros and Cons

Pros

Supports Slack-based customer service

Transforms requests into prioritized tickets

Includes assignment and SLA features

Allows ownership assignment of messages

Supports collaboration within Slack

Prioritizes important messages

Automatically categorizes various messages

Suggests responses to customer requests

Seamless integration with popular tools

Serves various industry sectors

Multiple pricing plans

Offers 14-day free trial

Supports mass email outbound

Provides single sign-on feature

Allows HRIS integration

Unlimited user and channel support

Automates customer support processes

Supports conversation tracking

Dynamic message assignment

Tracks response time analytics

Unlimited message capacity

Inbox access in Slack

Inbound email relay

Integrated solution within Slack

Automatic message assignment based on parameters

Message triaging capability

Automated conversation escalation

Facilitates real-time collaboration

Provides customer support education

Tracks customer NPS

Dedicated account representative

Increases transparency and reduces risk

Supports Open Source communities

Enhances customer relationships

Supports faster product feedback loops

Reduces churn with customer SLAs

Top-tier infrastructure customer support

In-app live chat support

Cons

No offline mode

Only integrated within Slack

Limited free version features

Limited availability of integrations

No mobile app

No multilingual support

No telephone customer support

Requires separate tools for HRIS

No on-premise version

Dependent on Slack's performance

Q&A

What is Unthread?

Unthread is an AI-powered support tool designed for companies to provide customer support directly within Slack. It turns support requests into prioritized tickets with assignments and service level agreements. The tool allows for faster response times and resolutions by prioritizing important messages, enabling collaboration, and escalating conversations when necessary. Unthread uses AI to automatically categorize different types of messages and suggests responses based on common customer queries.

How does Unthread work with my existing Slack channels?

With Unthread, existing slack channels can turn into a full-featured support inbox. Unthread enables you to track conversations in shared channels, assign ownership of incoming messages, view your assignments within Slack, and mark them complete to reach inbox zero. The tool automatically assigns new messages based on the channel and type of request. It also provides the function to add team members as watchers for new conversation threads ensuring everyone needed is in the loop.

What is the AI technology in Unthread used for?

The AI technology in Unthread is used for various purposes including the automatic categorizing of different types of messages like bugs, feature requests, and greetings. It is also responsible for suggesting responses to support representatives based on the commonly received customer requests. Furthermore, the AI technology enables automated message assignments, triaging, and escalation of conversations when breach in desired resolution time occurs.

Is Unthread compatible with other tools like Salesforce and Hubspot?

Yes, Unthread is compatible with popular tools like Salesforce and Hubspot. It supports seamless integration with these and other tools, enhancing its functionality by allowing you to work with your existing digital ecosystem with minimal disruption.

What industries can benefit from Unthread?

Various industries can benefit from Unthread. These include FinTech, Infrastructure SAAS, HR Tech, Agencies, Open Source, and Productivity Tools. Each of these industries can utilize Unthread to provide efficient, effective customer support via Slack, thereby enhancing customer satisfaction and relationship.

What are the different pricing plans offered by Unthread?

Unthread offers different pricing plans based on the features and capabilities offered. The 'Basic' plan offers features like conversation tracking, dynamic message assignment, and Slack inbox access for free but caters only for your first channel. The 'Startup' plan, which is $125 per month, includes additional features like mass Slack messages, inbound email relay, integrations & API access, and SLA and response analytics. The 'Growth' plan includes even more features like mass email outbound, custom integrations, single sign-on, HRIS integration, unlimited users & channels, and unlimited outbound emails. The prices for all plans vary as per the number of channels.

How does Unthread prioritize messages for faster response times?

Unthread prioritizes messages by considering various factors such as the importance of the message content. It enables users to easily loop in colleagues and escalate conversations to meet their service level agreement targets. This ensures quicker responses and resolutions.

Can support teams assign ownership of incoming messages with Unthread?

Yes, support teams can assign ownership of incoming messages with Unthread. This feature allows support teams to best allocate resources and ensure that all customer requests are handled in a timely and efficient manner.

How does Unthread aid in achieving inbox zero?

Unthread aids in achieving inbox zero by transforming support requests into prioritized tickets with assignments. Users can view their assignments within Slack and close them out once completed. This systematic approach to handling messages helps support teams effectively manage their tasks and work towards inbox zero.

Does Unthread allow collaboration within Slack?

Yes, Unthread allows for seamless collaboration within Slack. It enables support teams to share urgent messages with the right team members, ensuring all relevant individuals are included in the conversation. Teammates can be added as watchers for new conversations, allowing for immediate updates and collective problem-solving.

What sort of tags can users add for roadmap planning and prioritization with Unthread?

With Unthread, users can add their own tags for roadmap planning and prioritization. These tags can help in distinguishing and categorizing various types of requests such as bugs to be fixed, new features being requested, and general customer greetings, among others.

In what ways does Unthread enhance customer satisfaction?

Unthread enhances customer satisfaction by streamlining and automating customer support processes. It ensures fast responses and resolutions by prioritizing important messages, enabling prompt collaboration, and escalating conversations when necessary. The tool also allows for direct communication channels with customers, building closer relationships and fostering transparency.

What additional features are offered in Unthread’s startup and growth plans?

In Unthread's Startup and Growth plans, additional features are offered such as mass slack messages, inbound email relay, integrations and API access, SLA and response analytics, mass email outbound, custom integrations, single sign-on, and HRIS integration. The Growth plan also allows unlimited users and channels, and offers a dedicated account representative.

Does Unthread offer a free trial?

Yes, Unthread does offer a free trial. The free trial lasts for 14 days and is available for both the Startup and Growth plans. This gives businesses an opportunity to test the product’s capabilities and assess its fit to their operations before making a purchase.

How does Unthread help in reducing risk?

Unthread helps in reducing risk by enabling immediate communication over platforms such as Slack. By turning support requests into prioritized tickets with assignments, it ensures no request or issue is overlooked or delayed, thereby reducing the risk of customer grievances or escalations.

How does Unthread assist in building closer relationships with customers?

Unthread assists in building closer relationships with customers by enabling direct communication channels. It allows businesses to engage with customers on platforms they already use, such as Slack, thereby providing more personalized and prompt support. This fosters transparency and leads to more satisfied customers, thus building stronger customer relationships.

Can Unthread escalate conversations when desired resolution times are breached?

Yes, Unthread is capable of escalating conversations when desired resolution times are breached. This feature not only ensures that all customer queries are given due attention, but it also helps meet service level agreement targets, enhancing customer satisfaction.

What kind of support does Unthread provide for bug reports and feature requests?

Unthread provides support for bug reports and feature requests through its ability to automatically categorize these types of messages. This feature allows for more efficient issue resolution and product enhancement. Additionally, it provides suggestions for responses based on commonly received requests.

Does Unthread facilitate live in-app chat?

Yes, Unthread facilitates live in-app chat. Live chat with customers can occur directly on your website through Slack. This feature helps in offering instant support to customers, further improving their experience with your service.

Can you track average response times, resolution times, SLA violations, and even customer NPS with Unthread?

Yes, with Unthread, you can track various metrics essential for assessing your performance. These metrics include average response times and resolution times, SLA violations, and customer Net Promoter Score (NPS). These insights can be instrumental in identifying opportunities for improvement and optimizing your customer support process.