This page tells you what Thorpe does today, what needs setting up first, and what is coming, so you know what you can rely on.
Available now
- Requests from shared channels. A new customer message in a customer channel opens a request, with a card in your triage channel. See How Thorpe works.
- The triage card. Assign, set priority, snooze, close, reopen and discuss from Slack. See Requests and the triage card.
- SLAs. First-response and resolution targets per account tier, business hours, time zones, holidays, and alerts at 75% and 100%. See SLAs and business hours.
- Ownership. Assign by hand or with 馃檵, working hours and away. See Ownership and assignment.
- Internal notes and Discuss. See Notes and discussions.
- Digests and Reports. The weekly digest, the daily list for each owner, and Reports in the web app. See Digests and reports.
- Broadcasts to many customer channels. See Broadcasts.
- Channels and stakeholders. Disconnect handling, stakeholder alerts and each account's People list. See Channels and stakeholders.
- The web app at app.usethorpe.com, with sign-in through Slack.
Optional, with setup
These work today once an admin turns them on or connects them. Each is off until then.
| Feature | Where to turn it on | Guide |
|---|---|---|
| AI request detection and escalation summaries | Settings > AI | How Thorpe works |
| The rating prompt | Settings > Channels | Customer satisfaction |
| Escalation to Linear | Settings > Integrations | Linear |
| Account details from HubSpot | Settings > Integrations | HubSpot |
| Assignment rules | Settings > Team | Ownership and assignment |
AI is off until an admin turns it on, and it never sends anything to a customer.
Screenshot: settings-ai
Coming
These are being built. Until they ship, the guides above describe Thorpe without them.
- Customers on Microsoft Teams: not available yet. As planned, messages from a customer's Teams shared channel land in your Slack triage channel, and your team replies from Slack. See Microsoft Teams.
- Emoji shortcut settings: choose the claim emoji, add emoji to close and reopen, and change the claim reminder.
- Customer-facing messages: an off-hours acknowledgement and an SLA bookmark in customer channels, each off until an admin turns it on.
- Grouping quick messages from one customer into one request, with a Merge? button and a way to split them again.
- The rating on the closed triage card.
- Jira as a second place to escalate to.
- Switching HubSpot to a different hub without stale links.
- Account health: signals such as days since the customer last wrote and changes in request volume, with no AI and no sentiment scoring.
- Suggested replies drafted from your docs are coming, shown only to the request's owner.
- AI notices and privacy tools: an "AI-generated, may be inaccurate" line on everything AI writes, and admin tools to export your workspace's data or erase one person's messages.
- A public API and webhooks, and a remote MCP server built on it.
- Email requests: forward your support address to Thorpe and reply from Slack.
- Zendesk two-way sync.
- Trending topics and knowledge gaps, a weekly report for your team. It will need AI on.
- Creating a shared customer channel from Thorpe.
- An unanswered-messages audit of your customer channels over the last 30 days.
- Storing less: Thorpe will delete raw events and failed events after 14 days, and remove message text after 13 months.
What's next
- Getting started walks through install and setup.
- Troubleshooting helps when something doesn't work as expected.