At Baack, we believe the best tools are the ones you use to build your own success. Today, we’re excited to highlight how we’ve been using our own message thread capabilities to revolutionise our internal customer support experience and how you can do the same.
We’ve recently enabled a way to associate chat threads directly with a customer company, creating a seamless, dedicated line of communication for our team to connect with yours.
A Feature Born from Experience
The message thread concept isn’t new to our platform; it’s been powering our Xero to HubSpot migration tools for some time. When we needed a faster, more integrated way to handle customer support discussions, we didn’t look for an external solution. We looked at our own API.
In just a few hours, we built a functional messaging support feature using those existing thread capabilities. It was a powerful reminder: the most effective tools are often the ones you already have at your fingertips.
How It Works
- Customer Ownership: Message threads are owned by the customer, ensuring the content remains under their control.
- Identity & Security: The discussion leverages the Baack user login feature, using your current identity. While our initial concept utilised the Baack client context
https://api.baack.co/n/v1/clientcontext, our system is flexible enough to integrate directly with your customer company's identity provider. - Simplicity by Design: Perhaps the most surprising part of this implementation? We were able to create the entire solution with just about a hundred lines of vanilla JavaScript.
Built on Solid Foundations
Our message threads are built upon our established group concept. Because groups already support membership lists and notification settings, they were the logical choice for capturing both the participants in a thread and their specific notification preferences. By utilising this model, we gain the full history of group membership, which is critical for maintaining clear, secure, and organised communication channels.Get Started
We built this because we needed a better way to support you, and we’re thrilled to see what you build with these same capabilities. Whether you are managing complex support tickets or simple internal discussions, our message thread API is designed to adapt to your enterprise needs.
Let’s Discuss Your Needs
Are you looking to streamline your own customer interactions? We’d love to discuss how you can leverage Baack to build tailored support experiences for your team and clients. Reach out to us today to explore your custom solution needs and see how our platform can scale with your business.