Threads allow agents to have focused discussions on customer queries without cluttering the 
conversation pane. Threads streamline conversations in a chat-like experience for agents to collaborate, coordinate and communicate efficiently. It also help agents in organising and streamlining conversations. Additionally, threads can help ensure that important information or details don't get lost in a larger conversation thread, making it easier to find and reference later on.

With Forward threads, agents will be able to forward any conversation to an email address. When the agents forward the conversation to an external stakeholder, any subsequent responses will be captured and displayed as a subcard within the customer pivot. This helps in de-cluttering the main conversation pane and keeping everything organised under Forward Threads.

How to enable Forward threads in Freshchat?

  1. Go to the Admin settings.
  2. Navigate to the "Threads" section.
  3. On the top right-hand side of the page, you will see a toggle switch.
  4. Enable the toggle switch to activate Freshchat.
  5. After the toggle switch is enabled, private threads is enabled.
  6. If you want to disable private threads, you will need to contact the support centre. They will assist you in disabling private threads in your Freshchat account.

How to create the Forward threads?

1. Navigate to the conversation card you want to forward.

2. Click on the three dots located on the conversation card.

3. A drop-down menu will appear, select "Forward Threads" from the options.

4. The reply editor of the thread will open, which supports the same settings as an email conversation.

5. Add the email ID of the person to whom you want to forward the conversation.

6. There is also an option to add people on CC and BCC if you want to send a copy of the conversation to multiple recipients.

7. Once you have added the necessary email IDs, click on the "Send" button to forward the thread. The forward thread is created. 

8. The forwarded thread is created and it is now visible as a sub-card in the customer pivot.

9. You can view the transcript of the conversation between the agent and the customer by clicking on "View Transcript". You can also hide transcript.

Note: Agents can forward a conversation, Private Note, or an agent/customer response, only if they have access permissions set by Admins for forwarding. Agents without permissions can only view the forward thread.