Getting Started with ThreadConnect

Your Role

Staff Agent

You answer and handle conversations across every channel — calls, chat, SMS, email, and fax. This guide gets you logged in and ready to take your first task.

This guide walks you through your first login and initial setup of your ThreadConnect account — from your very first sign-in to taking your first task.

🚀 Step 1: Access the ThreadConnect Web Portal

1. Navigate to the ThreadConnect web portal: https://portal.connie.team
2. You'll see the login screen

🔐 Step 2: Enter Your Credentials

Your local ThreadConnect administrator should have provided you with temporary login credentials:

Username

• Your business email address (this cannot be changed)
• Example: jane.smith@organization.org

Password

• You'll receive a temporary password from your administrator
• You'll be prompted to create a new, secure password upon your first login
• You'll also need to reset your password whenever you reset it in the future

Keep Me Signed In

• ✅ Select this option if you're using a personal device
• ❌ Do not select if you're using a shared/public device

📱 Step 3: Set Up Google Authenticator (Two-Factor Authentication)

ThreadConnect uses two-factor authentication (2FA) to keep your account secure. You'll need to download and set up Google Authenticator on your mobile device.

Download Google Authenticator

Download the Google Authenticator app on your mobile device:

• iOS: App Store
• Android: Google Play Store

Set Up the App

1. Open the app - You'll see a welcome screen
2. Select "Get started"
3. Choose your backup option:
   • Sign in to Google account - Allows you to back up your codes (recommended)
   • Use Authenticator without an account - No backup option
4. Tap the "+" icon (bottom right corner)
5. Select "Scan a QR code"
6. Scan the QR code displayed on the ThreadConnect web portal

Complete Login

1. Click "Next" on the ThreadConnect portal
2. Enter the 6-digit code displayed in Google Authenticator
3. You'll be taken to your ThreadConnect dashboard

🏠 Step 4: Access Your Organization's App

From the ThreadConnect dashboard:

1. Select "My Apps" from the navigation
2. Select the app associated with your CBO/agency

Congrats, you're logged in! 🎉

✅ Step 5: Set Your Status to Available

Before you can start receiving tasks, you need to set your status to "Available":

1. Locate the user control menu at the top right-hand corner
2. Click the dropdown menu
3. Select "Available"

Understanding Status Options

Status	What It Means
Available	You can view and manage incoming tasks
On a Task	Automatically set when you accept a new task
Unavailable	You're logged in but not accepting tasks
Offline	Automatically set when you log out

Important

Your status must reflect "Available" to view and manage incoming tasks!

🎯 Next Steps

Now that you're set up, learn how to:

• Handling Calls — Accept calls, use the dialpad, transfers
• Handling Emails — Send and receive emails
• Handling Chat & SMS — Text messages and webchat
• Send a Task On — Use the Send button to Transfer, Hand off or Refer out
• Record Notes — Document your interactions

---

Need help? Check our FAQ or visit Get Support.