New: Proactive Messages for Autotask customers
Thread customers with an Autotask PSA integration can now send automatic replies, or what we call
Proactive Messages
, to their contacts via Teams, Slack, and Thread's Messenger products.We've learned from our Partners that
Proactive Messages
is one of the simplest and most effective ways they're able to transition support traffic from "old-school" channels like email into Teams and Slack. This capability is now available for all Autotask customers.New: After-Hours status and responses for Slack Messenger
You can now display and share after-hours information with customers from within Messenger for Slack, helping contacts stay better informed of your operating windows and enabling you to set positive response expectations.
If you've set up custom hours of operations in the Admin > Settings menu:
- After-Hours status: contacts will now see an "offline" status when they navigate into your dedicated Slack Messenger app anytime outside of your operating hours; and
- Auto-Replies: contacts will receive an After-Hour auto-reply from within Slack Messenger when they message you outside operating hours.