Unthread

What is Unthread?

Unthread.io is an AI-powered customer support tool that works inside Slack. It turns customer chats into support tickets, tracks replies, and suggests responses. Teams can manage requests from email, in-app chat, and Microsoft Teams. It also connects with CRMs and task tools. Unthread gives helpful data on response and resolution times. Launched in 2023, it raised \$3 million in seed funding in August 2024 to grow its smart support features.

Key Features:

• AI + Human Support Integration: Combines the speed of AI with the personal touch of human support for faster, more accurate responses in Slack and Teams.
• Smart Helpdesk Parser: Works with tools like Notion, Confluence, and Google Docs to organize and manage thousands of support tickets efficiently.
• Automated Expert Assignment: Detects issue types and automatically brings the right subject matter expert into the Slack thread for quicker solutions.
• Insightful Analytics for Teams: Provides clear, actionable insights to help product and sales teams make better roadmap and strategy decisions.
• Multi-Channel Support Compatibility: Supports customer communication across platforms including email, in-app chat, and Microsoft Teams.

Pros:

• Tracks support threads as tickets and resolves them quickly using powerful AI automation.
• Easily integrates with Slack, Email, Teams, and Live Chat for streamlined ticket management.
• Uses AI to suggest replies, auto-categorize, and launch workflows for faster support.
• Ensures top-level data security with SOC2 Type 2 compliance and trusted practices.
• Offers flexible workflows, statuses, and supports custom AI setups with OpenAI accounts.

Cons:

• Scaling human support is harder and more expensive compared to AI-based solutions.
• Integration with systems like Jira or Asana may need extra setup or technical help.
• Use of AI models may raise privacy or control concerns for sensitive company data.
• Depends heavily on third-party AI models, which may change and affect performance.
• Subscription plans may include hidden costs or auto-renewals that require close tracking.

Who is Using Unthread?

Unthread.io is used by IT, HR, and support teams to handle customer and internal queries within Slack.

Pricing:

• Basic Plan: $50/month: Includes Slack Inbox, basic integrations, and up to 100 tracked conversations monthly.
• Pro Plan: $75/month: Offers unlimited conversations, CRM integrations, live chat, surveys, and all Basic features.
• Enterprise Plan: Contact for pricing: Get custom integrations, SSO, HIPAA support, and dedicated hosting for large teams.

Disclaimer: Please note that pricing information may change. For the most accurate and current pricing details, refer to the official Unthread website.

What Makes Unthread Unique?

Unthread.io is unique for its AI that understands user intent, even in unusual phrasing. It gives fast, accurate replies, learns from tickets, updates knowledge bases, and reduces resolution time by 39%, making support smarter and more efficient.

Summary:

Unthread.io is used by IT, HR, and support teams to handle customer and internal queries within Slack.