Threads are a powerful feature that enable agents to create and maintain structured discussions around specific topics. By using Threads, you can focus on a particular aspect of a conversation without disrupting the overall flow of conversation. This can be especially useful in situations where multiple stakeholders are involved in a discussion and there is a need to maintain a clear context and organisation.

With Threads, you can initiate separate discussions that relate to specific topics or issues. These conversations are contained within the main conversation and can be accessed easily for reference. This allows for more efficient communication and collaboration, as well as better documentation of important discussions and decisions.

Furthermore, you can create Threads on Private notes and Forwarding a conversation to loop in fellow agents and other stakeholders to provide a complete context of the ticket. 

In summary, Threads provide an effective way to organise and manage conversations around specific topics, improving communication and collaboration within teams and other stakeholders.

There are multiple advantages in using Threads

1. Improve agility in initiating discussions with multiple stakeholders on a topic or issue:

  • Allow agents to collaborate over different types of threads - Private Threads, Forwards threads to converse with various stakeholders.
  • Empower agents to instantly communicate with teams using the intuitive, chat-like interface inside Freshchat

2. Organise internal conversations without polluting the conversation pane:

  • Declutter conversations by segregating internal and customer communication and managing information about the issue.
  • Allow agents to focus on the customer while conversing with the team on multiple topics.
  • Quickly find answers by easily parsing through conversations. 

3. Collaborate with context:  

  • Provide a bird’s eye view of all communications to resolve customers' issues.
  • Allow stakeholders to access the chronological record of the customer communication and quickly gain context to resolve the issue.

4. Track and improve resolution time: 

  • Better visibility on resolution times with analytics.
  • Quickly identify trends in collaboration across different teams and resolution times for longer and more complex issues