Choose how a connected Slack channel creates support threads in Userorbit.
Choose how a connected Slack channel creates support threads in Userorbit.
Plan access: Support Suite is available on Scale and Enterprise, during an active trial, or when enabled separately for the workspace.
Choose a capture mode
Open Settings → Channels → Slack, find the connected support channel, and choose a mode:
| Mode | What becomes a support thread |
|---|---|
| Group nearby messages | Messages from the same customer within 30 minutes join one thread. |
| Thread per message | Each top-level Slack message opens its own thread. |
| Emoji capture | A message is captured when a teammate adds the :eyes: reaction. |
Choose Emoji capture for a channel where only selected messages need support follow-up. Use Thread per message when each new message should be handled separately.
Test the connection
Save the channel setting, then send a test message that meets the selected mode. For Emoji capture, add the eyes reaction. Open the Support inbox and confirm the thread contains the expected message.
Replies remain associated with the originating Slack conversation.