From Triage Channel

You can proactively create requests in customer channels directly from your Triage Channel using the /cf-start-thread command. This allows your team to initiate conversations with customers without waiting for them to post a message first.

When to Use This Feature

Use the /cf-start-thread command to:

• Proactively reach out to customers with updates, notifications, or check-ins

• Follow up on previous conversations or verify issue resolution

• Share important announcements that require tracking as a request

• Initiate support conversations before customers ask for help

• Create requests for scheduled activities like maintenance windows or onboarding

How to Create a Request from Triage Channel

Step 1: Open the Command

In your Triage Channel, type /cf-start-thread in the message box and press Enter.

Step 2: Select the Target Channel

A form will appear. From the dropdown menu:

1. Select the Request Channel where you want to send the message

2. This should be a channel that is already added to your Collection and monitored by ClearFeed

Step 3: Write Your Message

In the message field:

1. Type the message you want to send to the customer channel

2. Format your message clearly and professionally, as customers will see it

3. You can use standard Slack formatting (bold, italics, lists, etc.)

Step 4: Submit

Click Submit to send the message.

What happens next:

• Your message is posted to the selected Request Channel

• A new Request is automatically created in ClearFeed

• The request appears in your Triage Channel with all standard request details (ID, Status, etc.)

• Your team can track and respond to this request like any other

Use Cases and Examples

Example 1: Proactive Customer Check-in

Scenario: You notice a customer hasn't used your product in a while.

Action:

1. Use /cf-start-thread in the Triage Channel

2. Select the customer's channel (e.g., #customer-acme-support)

3. Message:

   Hi team! We noticed you haven't logged in recently. Is everything working well?
   Let us know if you need any assistance!

Example 2: Confirming Issue Resolution

Scenario: You talked to a customer via DM or phone call and want to confirm the resolution in their channel.

Action:

1. Use /cf-start-thread in the Triage Channel

2. Select the customer channel

3. Message:

   Hi! We've resolved the issue you reported in ticket #12345.
   Could you please verify that everything is working as expected on your end?

FAQs

1. Can I use /cf-start-thread in a Request Channel? Answer: No, this command only works in Triage Channels. If you're already in a Request Channel, simply post a message directly.

2. Will customers know I'm using a command to message them? Answer: No, customers will only see your message in their Request Channel. They won't see that you used the /cf-start-thread command.

3. Can I edit or delete the message after sending? Answer: Yes, you can edit or delete the message in the Request Channel like any regular Slack message. However, the Request will remain in ClearFeed unless you explicitly close it.

4. What if I select the wrong channel? Answer: If you realize immediately, you can delete the message from the Request Channel. If a conversation has already started, apologize in that channel and create a new request in the correct channel.

5. Can I send messages to multiple channels at once? Answer: No, /cf-start-thread sends to one channel at a time. If you need to send messages to multiple channels simultaneously, use the Announcements feature.

6. Does this count as a first response for SLA tracking? Answer: Since you're initiating the conversation, SLA tracking begins when the customer responds. Your proactive message doesn't count as a "first response" because there was no initial customer request.

7. Can I attach files or images with /cf-start-thread? Answer: The /cf-start-thread command currently supports text messages only. If you need to share files or images, post them as a follow-up message in the thread after it's created.

8. Will this create a ticket or just a request? Answer: By default, it creates a Request. If your Collection is configured to automatically create tickets, it will follow those settings. You can also manually convert it to a ticket later using the 🎫 emoji reaction.