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Customer support in shared channels

Every customer request, owned and answered on time.

Thorpe turns the channels you share with customers into tracked requests, each with an owner and an SLA, while your team stays in Slack. Your customers can be in Slack Connect today, and in Microsoft Teams soon.

Works inside SlackSlack Connect customers change nothingBot scopes only

The problem

Shared channels make it easy for customers to ask. They make it just as easy to miss the question.

How it works

Keep talking in Slack. Thorpe keeps track.

Your customers change nothing. Your team works from one triage channel and the web app.

  1. 1 Capture

    A customer asks. Thorpe opens a request.

    A new message from a customer in a channel you mark becomes a request. Its card lands in your triage channel with the owner, priority and SLA, and updates in place.

  2. 2 Own

    One person owns it.

    Assignment rules give the request to the account owner (from HubSpot) or the next teammate on rotation, and skip anyone away or off duty. Anyone can also press Assign to me, or claim it with 🙋.

  3. 3 Answer on time

    The clock counts your working hours.

    First-reply and resolution targets per account tier. Nights, weekends and holidays don't count. At 75% and 100% of a target, Thorpe alerts the triage channel and DMs the owner.

  4. 4 Close the loop

    Close it, and see how it went.

    If the customer writes back, the request reopens on its own. Turn on the rating prompt and customers can answer Great, OK or Not good in the thread, with the results in Reports.

Features

Everything around the request, in the same place.

Each part works from the channels you already share with customers. Read more on its feature page, or go straight to the docs.

Ownership

Every request has one owner.

  • Take a request with Assign to me on its card, or claim it by reacting with 🙋 on the customer's message.
  • Assignment rules are off until an admin turns them on. Then new requests go to the account owner (from HubSpot, optional) or round robin.
  • Rules skip anyone who is away or outside their hours, and each owner gets a list of what is due each working day.

About ownershipOwnership docs

SLAs

Targets for each account, counted in your hours.

  • Set first-response and resolution targets for each account tier, and override them for one customer's channel.
  • Holidays don't count, and the resolution clock pauses while you wait on the customer.
  • Each alert goes to your triage channel and the owner once per request. Nothing is posted in the customer's channel.

About SLAsSLA docs

Policies
A Default policy, plus one for each tier: Enterprise, Growth or Standard
Hours
Your business days, opening and closing times, and time zone
Holidays
Single dates, or public holidays for the US, the UK, India, Germany, Australia or Canada
Alerts
At 75% and 100% of each target

Work it together

Talk it over before you answer.

  • Replies in a card's thread in your triage channel are saved as internal notes. Customers aren't in that channel, so they never see them.
  • Choose Discuss on the card, or Discuss internally on the customer's message. Notes show in the web app too.
  • Private requests let a customer ask Thorpe in a DM. They are a paid feature, and paid access is not open yet.

About notes and DiscussNotes docs

Know how you're doing

Last week's numbers, without building a report.

  • Every Monday, a digest in your triage channel gives requests opened and closed, the median first reply and the SLA hit rate.
  • Reports in the web app covers up to 90 days, with top accounts, owners and busiest hours, and exports to CSV.
  • With the rating prompt on, CSAT by account and by owner shows where customers are happy and where they are not.

About digests and ReportsReports docs

Reach every customer

One announcement, every customer channel.

  • Write it once and post it in all customer channels, the channels of one account tier, or the ones you pick.
  • Send it now or schedule it, and have another admin approve it first when it needs a second look.
  • A send log shows where it landed, and Retry failed posts again only in the channels that missed it.

About broadcastsBroadcast docs

Context and escalation

Escalate with the thread attached, and know who you're talking to.

  • Escalate a request to Linear with the thread linked and a summary you edit first. AI drafts it only if an admin turns AI on. The issue's status comes back to the card.
  • Connect HubSpot to see each account's owner, and the tier and renewal date you map, on the card. Linear and HubSpot are both optional, and an admin connects each one.
  • Stakeholder alerts tell your triage channel when people from a customer join or leave its channel.

About Linear and HubSpotLinear docsHubSpot docs

Integrations

Runs in Slack. Connects to the tools around it.

Linear and HubSpot are optional. An admin connects them in Settings, and Thorpe works without them.

All integrations

Security and privacy

Thorpe sits in your customer channels, so it asks for as little as it can.

How Thorpe keeps your workspace safePrivacy policy

Coming soon

What we are building next.

None of this is available yet. What's available lists what works today.

Get started

Bring your shared channels into one triage view.

Tell us about your team and the channels you share with customers, and we will get in touch to set Thorpe up with you.

  • Runs inside your Slack workspace
  • Bot scopes only, never user or admin scopes
  • Sign in with Slack, no new passwords
Customer channels in Slack Connect
We only email you about setting up Thorpe. How we handle your details

Questions

Quick answers.

What can Thorpe see?

Only the channels you add it to, using bot scopes. In customer channels it reads new messages to open requests and spot your team's replies.

Do my customers install anything?

No. Customers in Slack Connect keep chatting in the shared channel as usual. By default, the only sign of Thorpe they see is the 👀 reaction it adds to your team's first reply.

What if my customers use Microsoft Teams?

Support for them is coming, and it is not available yet. As planned, they keep writing in a Teams shared channel, their messages land in your Slack triage channel, and your team replies from Slack. What your customer's Teams admin needs to set up is being decided. How it will work

Does Thorpe post in my customers' channels?

Not on its own. Cards and alerts go to your triage channel and DMs. It posts in a customer channel only for features an admin turns on, such as the rating prompt, or messages your team sends, such as a broadcast.

How do the SLA clocks work?

Each request has a first-reply and a resolution target, set per account tier. Both count only business hours and skip holidays. At 75% Thorpe flags the request as at risk, and at 100% as breached.

Who owns a new request?

Whoever takes it, with Assign to me on the card or 🙋 on the customer's message. Assignment rules can also give it to the account owner, or take turns among whoever is on duty.

Where does my data live?

On Cloudflare. Tokens are encrypted and each workspace's data is kept separate. Uninstall deletes tokens at once and message content within 30 days.

Do I have to use AI?

No. AI is optional, and it never answers a customer.

How do I get access?

Join the waitlist with your work email, and we will get in touch to set Thorpe up with you. We only email you about that. Private requests, where a customer messages Thorpe directly, are a paid feature that is not open yet.