AI for customer-support teams
Turn inbound questions across email, chat, and forms into grounded, cited answers and governed actions — without losing accountability.
Customer-support teams field high volumes of unstructured requests across many channels. Threada normalizes that intake into typed WorkItems, drafts grounded answers cited to your knowledge sources, and routes sensitive outcomes through approvals before any action is taken in connected systems.
How Threada fits
- Inbound from email, in-app, Slack, Teams, and web channels normalizes into a single WorkItem queue with status, assignment, and SLA timers.
- Answers are grounded in your knowledge assets with citations, and an explicit no-answer fallback prevents confident but unsupported replies.
- Operators triage with saved views, bulk actions, response templates, internal notes, relationship linking, and duplicate detection.
- Governed actions — create, update, tag, comment, notify — run behind approval gates with reversible, audited execution.
Capabilities you can use today
- Typed intake channels with provider verification and per-channel policy overrides.
- WorkItem queues with assignment strategies, routing rules, and first-response, next-response, and resolution SLA targets.
- Copilot suggestions, response templates with variables, and grounded drafts with citations.
- Predictive operations: SLA risk prediction, volume forecasts, anomaly detection, and churn-risk signals.
- Feedback and scorecards with deflection, fallback rate, and CSV/NDJSON evidence exports.
A typical flow
- A customer email or chat arrives and normalizes into a WorkItem with extracted fields.
- Retrieval drafts a grounded answer with citations, or returns a clarifying question when intent is ambiguous.
- An operator reviews, edits with a response template, and either replies or proposes a governed action.
- Sensitive actions route through an approval gate, execute reversibly, and are recorded on the timeline.
Explore the platform
Common questions
Which support channels can Threada take intake from?
Typed intake channels cover web, in-app, Slack, Teams, email, API, and custom endpoints; inbound provider channels include Gmail, Twilio SMS, WhatsApp, social, Discord, and Teams webhooks, all normalized into WorkItems.
Will it answer when it does not actually know?
No, when abstain mode is enabled. Retrieval uses a relevance threshold and returns an explicit no-answer fallback rather than fabricating an answer, and answers that are produced include citations.
How do approvals work for support actions?
Actions such as updating a ticket or notifying a customer can be gated by decision steps; approvals are recorded, actions are reversible with idempotency keys, and execution is captured as auditable history.
Bring governed AI automation to your team
Explore the platform or talk to our team about your workflows.