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Product Overview

Chat with your customers in their Teams and Slack Give your clients magical experiences by working collaboratively with them in the software you are already supporting. Provide service where your customers are, inside of Teams, Slack, mobile or desktop. They can start new threads from anywhere at any time that create and update tickets in ConnectWise automatically. Your team is also empowered to work tickets inside of your Teams & Slack instance.


Thread also leverages Artificial Intelligence to give your service team superpowers using our Open-AI powered assistant Co-Pilot (Collaboration-Pilot). Co-Pilot streamlines the dispatch process by setting priorities on tickets automatically and more. Make writing time entries a tedious thing of the past because Co-Pilot will write them out for you. Our chat is the most powerful data source for automation & AI and we are quickly growing the available AI functionality.

When your service desk is powered by Service Collaboration, your team is enabled to do their best work through our real-time support platform. We automate the ConnectWise PSA ticket in the background so your team can focus on what matters. Assign, update and action tickets with our Thread tool for ConnectWise!

Connect with customers, automate responses with workflows, deliver magical service, become more efficient than ever.



ConnectWise PSA
ConnectWise Automate


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Thread's ConnectWise PSA and Automate Integration is certified via the ConnectWise Invent Program.
If you need assistance with creating API members or integration setup please send a note to and the ConnectWise  support team can assist. For any other questions with this integration, please contact the Thread team directly to resolve any issues.


User Reviews

  • Josh Wilder, Five Star Technology Solutions
    The Thread Messenger feature streamlines the ticket submission process, making it a breeze for our clients. Their internal tools, inbox, and workflows, along with outstanding integrations with PSA, Automate, and Slack, simplify our ticket management. The copilot feature is a game-changer, saving our techs valuable time, especially when handling multiple tickets and assisting numerous clients. It eliminates the need to constantly monitor time entry which further enhances our efficiency, enabling
    Date: 9/15/2023 5:25 PM
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  • Tyler Mack, WBM Technologies Inc.
    We have been working with the Chatgenie team for the last 6 months, best team we have ever dealt with, and we have 15 other tools/teams we utilize. They have changed how we publish our services to clients, and have given us the way to provide chat functionality to our 135+ clients. If your clients are asking for Chat, this is the tool for you, or if you just want to process tickets faster, this is the tool for you. Our average time on ticket went from 1.06 hrs to .78 per hrs. That is HUGE..
    Date: 7/18/2022 9:50 AM
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  • Joel Kino, Interconnekt
    ChatGenie has changed the way we work! Finally all our staff can see the responses that come in from client and go out from other staff members - this really helps the team stay on top of what is going on and this has become even more important during COVID. There a ton of time saving functionality in ChatGenie and we can't imagine how we lived without it before! Plus the team at ChatGenie have been super helpful and engaging...couldn't recommend it more!! 10/10
    Date: 8/31/2020 7:19 AM
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  • Brady Nielsen, RFA
    Awesome tool. Much faster for ticket management, delegation and assignment than opening up a full client (especially on mobile). With the combination of CW Workflows, some really interesting processes can be put together. We could not be nearly as efficient with CWManage as we are now with ChatGenie.
    Date: 4/29/2020 1:48 PM
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  • Mike Hopkins, DEVsource Technology Solutions
    This is one integration our team cannot live without. The ability to see ticket information in Slack or MS Teams has become an invaluable tool for our technical team. Ticket information is available on PC or mobile device and allows our team to easily discuss and collaborate on tickets using the chat tools we already love. Our techs can do time entries and update tickets right form Slack or MS Teams which makes our team more efficient. Definitely a "can't live without" tool for our company!
    Date: 4/23/2020 11:27 PM
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