These pages help you set up Thorpe and use it every day. Thorpe turns the shared Slack channels you have with customers into tracked requests. When someone from a customer's Slack workspace posts a new message in one of those channels, Thorpe opens a request and posts a card for it in an internal triage channel. Each request gets a status, an SLA clock that counts your business hours and, once someone takes it, an owner. Your team replies in Slack, in the customer's thread, the way it does today, and your customers change nothing. Thorpe keeps track of who answered, what is still waiting and what is about to go overdue. AI is off until an admin turns it on, and even then it never sends anything to a customer.
Start here
- Getting started
Install Thorpe in Slack, mark your shared customer channels, pick a triage channel, set response targets and see your first request arrive in minutes.
- How Thorpe works
How a customer message in a shared Slack channel becomes a tracked request, what the triage card and statuses mean, how the SLA clock runs and who sees what.
Using Thorpe
- The triage card
What each part of the Thorpe triage card shows, what every button does, and how to snooze, close and reopen requests in Slack or in the web app.
- SLAs and hours
Set first-response and resolution targets per account tier, choose business hours, time zones and holidays, and learn when Thorpe sends SLA alerts.
- Ownership
Give every Thorpe request an owner by hand, with the claim emoji or with assignment rules, and set working hours and away so nobody gets requests while off.
Integrations
- Linear
Escalate a Thorpe request to a Linear issue from its triage card, then follow the issue's status in Slack. Optional: an admin connects Linear first.
- HubSpot
Link Thorpe accounts to HubSpot companies to bring in each account's owner, tier, ARR and renewal date. Optional: an admin connects HubSpot first.
Reference
- Privacy and security
The Slack permissions Thorpe asks for, what it stores from your channels and the waitlist, how long it keeps it, and how it uses AI when an admin turns it on.
- Permissions
Every Slack permission Thorpe asks for when you install it, why it needs each one, and what it never asks for. Thorpe uses bot scopes only, no user scopes.
- Troubleshooting
Fix common Thorpe problems: messages that don't open requests, Slack disconnects, sign-in trouble, private replies that weren't delivered, and integrations.
All guides
- Getting started: install Thorpe, pick your customer channels and a triage channel, and see your first request arrive.
- How Thorpe works: how a message becomes a request, what the triage card shows, and who sees what.
- Requests and the triage card: every button on the card, the statuses, snooze, close and reopen.
- SLAs and business hours: response targets per account tier, business hours, holidays and alerts.
- Ownership and assignment: assigning requests by hand, by emoji or by rule, and how working hours and away fit in.
- Private requests: let customers raise a request in a direct message with Thorpe.
- Notes and discussions: talk a request over with your team, in Slack or the web app, out of the customer's view.
- Customer satisfaction: ask customers to rate your help when a request closes.
- Digests and reports: the weekly digest, the daily list for each owner, and Reports.
- Broadcasts: post one announcement in many customer channels and follow every delivery.
- Channels and stakeholders: channel types, disconnects, and who joins or leaves your customer channels.
- Linear: escalate a request to a Linear issue and follow its status in Slack.
- HubSpot: bring each account's owner, tier, ARR and renewal date in from HubSpot.
- Privacy and security: what Thorpe stores, and how it uses AI.
- Slack permissions: each permission Thorpe asks for in Slack, and why.
- Troubleshooting: what to check when something doesn't work as expected.
- What's available: what Thorpe does today, what needs setup, and what is coming.
What's next
- Getting started walks through install and setup.
- How Thorpe works explains what happens to each customer message.