Welcome to ThreadConnect Staff Agent Documentation
What is ThreadConnect?
ThreadConnect is a digital communication platform built by the American Society on Aging and other nonprofits just like yours. It lets community-based organizations (CBOs) quickly deploy powerful contact center solutions that modernize CBO operations and improve access for the people and communities they serve.
How ThreadConnect Empowers Your Work
ThreadConnect simplifies communication for your organization. As an omnichannel platform, it empowers you to connect with clients seamlessly from a single browser-based screen, regardless of whether they prefer:
- Phone calls
- SMS text messaging
- Webchat
- Popular messaging apps (WhatsApp, Facebook Messenger)
- Fax
Getting Started
Ready to begin? Navigate through the sections below to learn how to use ThreadConnect effectively:
Set Up Your Account
- Getting Started — Log in, set up 2FA, and configure your availability
Handle Tasks by Channel
- Handling Calls — Accept inbound calls, use the dialpad, make outbound calls, transfers
- Handling Emails — Receive, reply, and compose emails
- Handling Faxes — Send and receive faxes (works like email)
- Handling Chat & SMS — Text messages, webchat, WhatsApp, and more
Work with Your Team
- ThreadConnect Task Sender — One Send button: Transfer, Hand off or Refer out
- Transferring Tasks — Send a task to a coworker or department in ThreadConnect (warm or cold on calls)
- Handing Off & Referring Out — Email a voicemail, fax, form or email to a coworker without ThreadConnect or to another organization
- Parking Tasks — Keep a task alive while you wait on a follow-up
- Recording Notes — Document your work properly
Reference
- FAQ — Common questions and answers
- Troubleshooting — Resolve common issues
Questions or need help? Visit our Support page for assistance.