Anya Updated by Anya

You have the option of grouping Experiences together by adding them to Threads. Experiences that are triggered and are in the same Thread will occur within the same Conversation. Experiences that are triggered and are in different Threads will create separate Conversations.

Only Experiences that are a part of the same Thread can be manually triggered within a Conversation that is associated with that Thread.

For more details, see the example below.

Please note that this is an optional feature and the "Thread" field can be left blank when adding and editing Experiences.

In the example shown in the image, we have chosen to create Threads for Sales and Customer Support. Our 'Learn More' and 'Get Demo' Experiences are in the Sales Thread. Our 'Get Help' Experience is in our Customer Support Thread.

Let's say a prospect originally clicks on our 'Learn More' Experience and then decides they'd like a demo. Clicking the 'Get Demo' button will launch that Experience in the same, existing Conversation. Let's say this prospect becomes a customer and decides to click on our 'Get Help' button, a separate Conversation will be created as this Experience is associated with a different Thread.

Even if a new Conversation is created, customers and Agents will still have access to any other Conversations in their Conversation List.

Adding a Thread

SuperAdmins can add Threads by clicking the Settings icon and selecting "Threads" from the sidebar. Click the "Add Thread" button in the top right corner, enter the Thread's title, and click "Save".

When adding or editing an Experience, these options will now appear under the "Thread" field in the Experience Manager.

How did we do?

Workspace Settings