Week of July 30th, 2023: Introducing Audit Logs, customized Sales Flow, smarter ETAs outside of Business Hours

Admin users can now view a history of all member login activity in Inbox and Pods with , a Security Center capability. makes it easy for security-focused teammates to more easily self-serve questions about their MSP-side engagement with the Thread product line.

With , Admins can review each login action a member made into Inbox, Admin Portal, Thread Pods: Chat and Thread Pods: TimePad. The Audit Logs history captures login activity beginning late-July 2023.

You can access by navigating to the Security Center menu option in Admin (Admin > Security Center)

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You can now enable Thread's individually for each Messenger application, allowing you to support a more advanced workflow or a simpler one depending on the interactions expected from each Messenger platform.

Thread's lets you respond to new prospect questions differently than existing customer requests - commonly enabled when Messenger is embedded on a public support page (like ours here). We've learned that when is turned on for environments with just existing contacts, like a customer's Slack or Teams app, there's a chance that contacts might accidentally enter the . This frequently leads to slower replies and a more frustrating user experience.

You can access this setting by enabling Sales Flow from your customer's Messenger settings (Admin > Messenger > Settings).

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Customers who create a thread via the “New Request” button outside of set Business Hours will be able to track progress without seeing any assignment or response times set.

We’ve learned that you want to set strong ETAs during working hours and set healthy response expectations outside of those windows. In the past, Messenger with the setting enabled always signaled that threads should be assigned within five minutes and responded to within three - even when created outside of Business Hours - which sometimes leads to hard-to-meet response expectations.

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