Support calls your team can settle together
A customer calls back about the same problem, and the person who picks up was not the one who handled it. Open a thread on that call, mention the colleague who was, and get the answer with the recording and the summary already in front of them.
Trusted by 5,000+ teams
Support teams that share a number handle their calls together in Allo.
The case stays on the call
The discussion is attached to the call or message it is about.
Internal by design
Threads are visible to your team and never to the customer.
HIPAA, with a BAA
A Business Associate Agreement is available for healthcare customers.
Included from $32 / seat
Threads come with your plan, with no extra add-on.
See a thread on a real call
How a support team settles a call together
Ask on the call, notify the right person, close the case.
Open a thread on the call itselfHover the call, the text or the photo the customer sent and open a thread on it. The question hangs off that exact item, next to the recording and the summary.
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Pull in whoever handled itType @ to bring up your team and pick the colleague who took the first call. They get a notification that opens straight onto it, so they answer from the facts, not from memory.
Threads are only visible to your teamResolve when the case is closedMark the thread resolved and the rest of the shift knows this one is done. It stays on the call, so the next person who opens the conversation reads how it ended.
A screenshot in a chat loses the call
Without threads
The agent screenshots the call and pastes it into another app- The colleague answering has no recording, no summary, no history
- The customer repeats the whole story to the next person who picks up
- Nobody on the next shift knows whether the case was ever closed
With Allo
- The question opens on the call or message it is about
- A mention notifies the colleague and opens the full context
- The next person to pick up reads how the case was handled
- A resolved thread tells the shift this one is closed
Threads, answered
A thread is an internal discussion attached to one item in a conversation: a call, a text message or an internal note. Instead of pasting a screenshot into another app, your team comments on the call itself, so the question and the answer stay with the recording, the summary and the rest of the history.
No. Threads are internal and only people in your workspace can read them. The contact never sees a thread, and nothing written in one is sent to them.
Type @ in the thread and pick the person you need, or use @all for the whole workspace. They get a notification that takes them straight to the call, so they answer with the recording and the summary already in front of them.
Yes. A thread can be opened on a call, a text message, a photo a customer sent you, or an internal note. Each item carries at most one thread, and the thread is created only once you post your first comment.
The thread is marked as resolved and shows who closed it and when. It stays on the call so anyone can read it back, and it can be reopened at any time. Anyone with access to the conversation can resolve or reopen a thread, and doing so notifies nobody.
Threads are available in the Allo web and desktop apps, from your conversations, from the calls list and from a call summary. Support on the mobile app is coming soon.
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