Threads work like customer service tickets. Each thread is a dedicated space for a customer request or topic, making it easy for your team to manage, track, and resolve conversations without losing context.
How Lynexn Connect Threads Work
Threads are the backbone of organized communication on Lynexn Connect. Each thread is a dedicated space for a specific customer request, internal topic, or ongoing conversation, helping your team keep discussions focused and actionable.
What is a Thread?
A Thread is a structured conversation space dedicated to a particular topic or request. Think of it as a digital folder containing all messages, files, and updates related to a single customer issue or project.
How to Create a Thread
Create a Thread Group
Go to your Threads dashboard and click the “New Group” button.
Enter a clear Group Name (e.g., “Website Feedback”, “Sales Inquiries”, or “Internal HR Requests”).
(Optional) Add a description to help your team understand the group’s purpose.
Click “Create” to add the group to your workspace.
Attach a Form to the Group
Within the group, click “Add Form” or “Attach Form”.
Select an existing form or create a new one. Forms can be used to collect structured requests from customers or teammates.
Common form fields include: Name, Email, Request Type, Description, Attachments.
Share the Form
Once your form is ready and attached to a group, click “Share” or “Copy Link”.
Send the form link to customers, partners, or team members via email, your website, or chat.
Submissions will automatically create a new thread inside the selected group, keeping requests organized.
Manage Incoming Threads
Each form submission appears as a new thread in the group, with all submitted details included.
Assign, reply, update status, and collaborate as with any other thread.
Filter or search threads within a group for quick access.
Best Practices
Create separate groups for different request types or departments (e.g., Support, Sales, HR).
Customize forms to gather all information needed to resolve requests efficiently.
Regularly review and archive completed threads to keep groups tidy.
Example:
Your company wants to collect website feedback. Create a group called “Website Feedback”, attach a form with fields for Name, Email, and Feedback, and share the link on your site. Each submission appears as a new thread for your team to review and respond.
Note: Thread Groups and Forms are in beta. If you experience any issues or have suggestions, please contact support.
Managing Customer Requests
Each customer request becomes its own thread, allowing you to track status, add notes, and communicate updates—all in one place. Threads can be marked as Open, In Progress, or Resolved for quick status visibility.
Add internal comments visible only to your team.
Attach files, screenshots, or documents to the thread.
Example:
An agent adds a note to a thread: “Checked the account details and reset the password as requested.”
Team Collaboration within Threads
Threads enable seamless collaboration by keeping all communication about a customer request in one place. The assigned agent can reply, update, and resolve issues without losing context. All replies, files, and actions are stored chronologically within the thread.
Reply to customer messages or add internal notes.
Assign or reassign thread ownership as work progresses.
Best Practices & Tips
Always create a separate thread for each distinct customer request or project.
Keep thread titles clear and descriptive for easy search.
Update status promptly so your team knows what’s in progress or resolved.
Use internal comments for sensitive notes not meant for customers.
Archive resolved threads to keep your workspace tidy.
Tip:
Use thread filters (by status, assignee, or date) to quickly find ongoing or urgent requests.
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