# Threadhive Help Center

> Published support documentation for Threadhive.

## Collections
- [Getting started](https://help.threadhive.io/help/threadhive/collections/getting-started)
- [Account & billing](https://help.threadhive.io/help/threadhive/collections/account-billing)
- [Integrations](https://help.threadhive.io/help/threadhive/collections/integrations)
- [API reference](https://help.threadhive.io/help/threadhive/collections/api-reference)
- [Migrations](https://help.threadhive.io/help/threadhive/collections/migrations)
- [Troubleshooting](https://help.threadhive.io/help/threadhive/collections/troubleshooting)
- [Security & privacy](https://help.threadhive.io/help/threadhive/collections/security)

## Articles
- [What is ThreadHive? A 3-minute tour](https://help.threadhive.io/help/threadhive/what-is-threadhive-a-3-minute-tour): The inbox, the AI chatbot, and your help center — how the three pieces fit together and where to find everything.
- [Migrating from another helpdesk](https://help.threadhive.io/help/threadhive/migrating-from-another-helpdesk): Import conversations, contacts and help articles from Zendesk, Intercom, Front or Help Scout — what comes across, what doesn't, and how long it takes.
- [Secure your account with two-factor authentication](https://help.threadhive.io/help/threadhive/secure-your-account-with-two-factor-authentication): Protect your workspace with an authenticator app — setup takes two minutes.
- [Invite your team and manage roles](https://help.threadhive.io/help/threadhive/invite-your-team-and-manage-roles): Add teammates, choose their role, and understand how seats work on your plan.
- [Teach the AI: adding your knowledge](https://help.threadhive.io/help/threadhive/teach-the-ai-adding-your-knowledge): The chatbot only answers from content you give it. Here's how to add articles and documents — and how to test what it knows.
- [Install the chat widget on your website](https://help.threadhive.io/help/threadhive/install-the-chat-widget-on-your-website): Add the ThreadHive messenger to any site with two lines of HTML — or via npm, WordPress, and Shopify.
- [Training your AI — knowledge sources](https://help.threadhive.io/help/threadhive/training-your-ai-knowledge-sources): Where the chatbot's answers actually come from — help articles, uploaded files, crawled sites and sitemaps, and connectors for Notion, Confluence, Drive, Dropbox, Slack and GitHub — plus how indexing works and how to fix a bot that doesn't know something.
- [The audit log](https://help.threadhive.io/help/threadhive/the-audit-log): A timeline of who did what inside your workspace — what's recorded, how to filter it, why every member can read it, and how to use it for security reviews and compliance.
- [WhatsApp channel setup](https://help.threadhive.io/help/threadhive/whatsapp-channel-setup): Bring WhatsApp conversations into your ThreadHive inbox — connecting your business number, what WhatsApp's messaging window means for replies, and how the AI handles the channel.
- [WooCommerce installation](https://help.threadhive.io/help/threadhive/woocommerce-installation): Add ThreadHive to a WooCommerce store — installing the WordPress plugin, embedding the widget, syncing your catalog on save and on a daily schedule, and the cart bridge that adds products from chat.
- [Canceling your subscription and exporting your data](https://help.threadhive.io/help/threadhive/canceling-your-subscription-and-exporting-your-data): How to cancel from the billing portal, what happens to your workspace afterward, how long we keep your data, and how to export it before you go.
- [How your 14-day free trial works](https://help.threadhive.io/help/threadhive/how-your-14-day-free-trial-works): Every new workspace starts with 14 days of the full Pro plan — no credit card required. Here's what's included, what happens when the trial ends, and how to subscribe.
- [Plans, seats, and upgrading](https://help.threadhive.io/help/threadhive/plans-seats-and-upgrading): What's in Starter, Pro, and Enterprise, how per-seat billing works, and how to upgrade or switch between monthly and annual billing from Settings → Billing.
- [Android SDK setup (Kotlin)](https://help.threadhive.io/help/threadhive/android-sdk-setup-kotlin): Add native ThreadHive chat to your Android app from Maven Central — configure, identify, present the Compose chat screen, and receive FCM push for agent replies.
- [Identify logged-in users (and why userHash matters)](https://help.threadhive.io/help/threadhive/identify-logged-in-users-and-why-userhash-matters): Link chat visitors to real user accounts with identify(), and use a server-computed HMAC-SHA256 userHash so ThreadHive can trust the identity.
- [React Native setup](https://help.threadhive.io/help/threadhive/react-native-setup): Drop the ThreadHiveChat component into any React Native screen or modal — a full-screen support chat backed by your workspace, with conversation history that persists across launches.
- [Using the threadhive-widget npm package](https://help.threadhive.io/help/threadhive/using-the-threadhive-widget-npm-package): Install the official npm loader for the ThreadHive chat widget — typed, SSR-safe init, identify, track, page, and reset for React, Next.js, and any SPA.
- [Automating with workflows](https://help.threadhive.io/help/threadhive/automating-with-workflows): Build workflows that react to customer activity — tag, assign, reply, and follow up automatically — and test them safely before turning them on.
- [Confluence integration](https://help.threadhive.io/help/threadhive/confluence-integration): Sync Confluence Cloud spaces and pages into your AI's knowledge base — the Atlassian authorization flow, choosing which site to connect, and scoping by space.
- [Setting up your public help center](https://help.threadhive.io/help/threadhive/setting-up-your-public-help-center): Turn on your customer-facing help site, pick a template and accent color, organize collections, and choose between the built-in URL and your own custom domain.
- [Understanding your reports](https://help.threadhive.io/help/threadhive/understanding-your-reports): A tour of the ThreadHive Reports page — key metrics, every panel explained, and how to export your data as CSV, JSON, or PDF.
- [Working the inbox: assignments, tags, and internal notes](https://help.threadhive.io/help/threadhive/working-the-inbox-assignments-tags-and-internal-notes): Learn how to organize conversations in the ThreadHive inbox with mailboxes, assignments, tags, internal notes, starring, and statuses.
- [How article ratings and feedback work](https://help.threadhive.io/help/threadhive/how-article-ratings-and-feedback-work): Readers rate each help article with a thumbs up or down and can leave a comment — one vote per visitor, with all feedback visible to your team in the article drawer.
- [Ticket types and custom fields](https://help.threadhive.io/help/threadhive/ticket-types-and-custom-fields): Classify conversations with ticket types and capture the data your team actually needs with custom fields on contacts and conversations — field types, required fields, ordering, and why archiving beats deleting.
- [Connecting your email channel](https://help.threadhive.io/help/threadhive/connecting-your-email-channel): Connect your email provider so customer emails land in the ThreadHive inbox and your replies send from your own address.
- [Dropbox integration](https://help.threadhive.io/help/threadhive/dropbox-integration): Index documents stored in Dropbox into your AI's knowledge base — connecting, choosing which folders the bot learns from, and which file types are worth indexing.
- [GitHub integration](https://help.threadhive.io/help/threadhive/github-integration): Index repository READMEs and wikis into your AI's knowledge base — what's pulled from each repo, why developer docs need care before being quoted to customers, and how to keep answers current.
- [Managing sessions and signing out everywhere](https://help.threadhive.io/help/threadhive/managing-sessions-and-signing-out-everywhere): How long ThreadHive keeps you signed in, how to sign out of every device at once, and how a password reset automatically ends all active sessions.
- [Google Drive integration](https://help.threadhive.io/help/threadhive/google-drive-integration): Pull Docs, PDFs and slides from Google Drive into your AI's knowledge base — how Google-native files are read, what's skipped, and why a dedicated folder beats connecting a whole Drive.
- [Integrations overview](https://help.threadhive.io/help/threadhive/integrations-overview): The three kinds of integration in ThreadHive — knowledge Apps that teach your AI, Channels that bring conversations in, and Webhooks that push events out — and how to tell which one you need.
- [Notion integration](https://help.threadhive.io/help/threadhive/notion-integration): Index Notion pages into your AI's knowledge base — connecting via OAuth, why page access is granted in Notion rather than in ThreadHive, and how to scope what the bot can learn from.
- [Slack channel setup](https://help.threadhive.io/help/threadhive/slack-channel-setup): Bring Slack conversations into your ThreadHive inbox — connecting the workspace, how the AI answers in Slack, and how this differs from the Slack knowledge connector.
- [Slack knowledge integration](https://help.threadhive.io/help/threadhive/slack-knowledge-integration): Index Slack canvases pinned in channels into your AI's knowledge base — why pinning is the signal that decides what's included, and how this differs from Slack as a conversation channel.
- [Why did the AI hand off instead of answering?](https://help.threadhive.io/help/threadhive/why-did-the-ai-hand-off-instead-of-answering): The AI hands a conversation to your team when it has no grounded answer, when your plan includes no AI replies, or when the monthly AI-reply quota is used up.
- [Using the ThreadHive REST API](https://help.threadhive.io/help/threadhive/using-the-threadhive-rest-api): Make your first authenticated call — the base path, bearer tokens, how the read/write/admin scope levels work, and what the public API currently covers.
- [The chat widget isn't appearing on my site](https://help.threadhive.io/help/threadhive/the-chat-widget-isn-t-appearing-on-my-site): A checklist for when the ThreadHive launcher doesn't show up — from the embed snippet and allowed domains to publishing, Test mode, and ad blockers.
- [The inbox in depth — filters, saved views, and the composer](https://help.threadhive.io/help/threadhive/the-inbox-in-depth-filters-saved-views-and-the-composer): A deeper tour of the inbox — channel filters, saved views, sorting, the reply composer with macros and AI rephrasing, attachments, scheduled sends, tasks, and merging duplicate threads.
- [My help-center custom domain won't verify](https://help.threadhive.io/help/threadhive/my-help-center-custom-domain-won-t-verify): Fix the common causes of a failing domain check — a CNAME pointing at the wrong host, Cloudflare's orange-cloud proxy, and DNS propagation delays.
- [Shopify installation](https://help.threadhive.io/help/threadhive/shopify-installation): Add ThreadHive to a Shopify store — connecting your shop, embedding the widget in your theme, syncing your product catalog so the bot can recommend items, and the cart bridge that lets it add products for a shopper.
- [Reading your Home dashboard](https://help.threadhive.io/help/threadhive/reading-your-home-dashboard): What each panel on the Home dashboard means — the daily brief, the four headline metrics, the AI-vs-team volume chart, live team activity, and auto-detected topics.
- [How the queue assigns conversations](https://help.threadhive.io/help/threadhive/how-the-queue-assigns-conversations): How ThreadHive routes human-needed conversations — auto-assignment to the least-busy available agent, the shared queue when nobody's around, claiming, and the reclaim pass that stops threads getting stuck.
- [API tokens and webhooks](https://help.threadhive.io/help/threadhive/api-tokens-and-webhooks): Create workspace API tokens on the Developer page, understand why the secret is shown only once, scope and revoke them safely, and receive outgoing webhooks when things happen in your workspace.
- [Companies — grouping contacts by domain](https://help.threadhive.io/help/threadhive/companies-grouping-contacts-by-domain): How ThreadHive builds company records automatically from shared email domains, which metrics are computed live versus entered by you, and how to use companies for account-level support.
- [Contacts — the customer record](https://help.threadhive.io/help/threadhive/contacts-the-customer-record): How contacts are created, what the detail drawer shows, the difference between anonymous visitors and identified customers, and how notes and events build a picture of each person.
- [Deals and pipelines](https://help.threadhive.io/help/threadhive/deals-and-pipelines): Track opportunities on a Kanban board — build pipelines with your own stages, drag deals between them, close as won or lost, and trigger workflows automatically when a stage changes.
- [Installing ThreadHive on your product](https://help.threadhive.io/help/threadhive/installing-threadhive-on-your-product): A tour of the Install page — allowed domains, the loader snippet, identifying logged-in users, custom events, server-side sync, mobile SDKs, and storefront plugins.
- [Saving and organizing reports](https://help.threadhive.io/help/threadhive/saving-and-organizing-reports): Turn a report you've configured into a saved report you can return to — what a saved report stores, how to pin the ones that matter, running one on demand, and reading the report library.
- [Signing in with Google or GitHub](https://help.threadhive.io/help/threadhive/signing-in-with-google-or-github): How social login works in ThreadHive, how accounts are linked by verified email, why 2FA still applies, and how to add a password to an OAuth-only account.
- [Calling external systems from a workflow](https://help.threadhive.io/help/threadhive/calling-external-systems-from-a-workflow): The Webhook and HTTP request steps — when to use each, passing merge variables, saving a response for later steps, choosing whether a failure stops the run, and the safety guard on outbound URLs.
- [AI Copilot](https://help.threadhive.io/help/threadhive/ai-copilot): A private AI assistant for your team — how Copilot threads differ from customer conversations, what it's genuinely good at, and why your history is visible only to you.
- [Designing and publishing your chat widget](https://help.threadhive.io/help/threadhive/designing-and-publishing-your-chat-widget): Build your widget step by step — branding, launcher, welcome, tabs, AI persona, routing and privacy — then understand the draft-versus-published model that decides what your customers actually see.
- [Proactive campaigns](https://help.threadhive.io/help/threadhive/proactive-campaigns): Trigger a teaser message in the widget when a visitor matches your conditions — targeting by URL, segment and time on page, the frequency controls that stop it becoming a nuisance, and the funnel that tells you if it worked.
- [Forms](https://help.threadhive.io/help/threadhive/forms): Collect structured information from visitors through the chat widget — building a form, publishing it, and reading submissions.
- [Bot Actions — letting the AI call your APIs](https://help.threadhive.io/help/threadhive/bot-actions-letting-the-ai-call-your-apis): Give the chatbot real capabilities by defining HTTP actions it can call mid-conversation — how read and write actions differ, the safety rules that can't be turned off, and how to configure one safely.
- [Understanding workflow runs](https://help.threadhive.io/help/threadhive/understanding-workflow-runs): What happens each time a workflow fires — draft, paused and active states, the six run outcomes, how a failed step stops a run, how long waits park and resume, and how to read the success rate.
- [Workflow steps reference](https://help.threadhive.io/help/threadhive/workflow-steps-reference): Every step you can drop into a workflow — messaging, AI, CRM updates, audience management, flow control, and external calls — grouped by what they're for.
- [Members, roles, and permissions](https://help.threadhive.io/help/threadhive/members-roles-and-permissions): The five workspace roles and exactly what each can do — plus per-person capability overrides for when someone needs one extra permission without a promotion.
- [Teams](https://help.threadhive.io/help/threadhive/teams): Organize members into pods with their own team-scoped roles and skill tags, and use them as assignment targets from the inbox and workflows.
- [Instagram channel setup](https://help.threadhive.io/help/threadhive/instagram-channel-setup): Bring Instagram direct messages into your ThreadHive inbox — connecting your business account, what Instagram's reply window means, and how DMs differ from every other support channel.
- [iOS SDK setup (Swift)](https://help.threadhive.io/help/threadhive/ios-sdk-setup-swift): Add native ThreadHive chat to your iOS app with Swift Package Manager or CocoaPods — configure, identify, present the chat, and get push notifications for agent replies.
- [Sequences — multi-day cadences](https://help.threadhive.io/help/threadhive/sequences-multi-day-cadences): Build Day 1 / Day 3 / Day 7 email cadences on a friendlier surface than the workflow builder, see who is currently moving through one, and understand why a sequence is just a workflow underneath.
- [Scheduling reports and emailing them to your team](https://help.threadhive.io/help/threadhive/scheduling-reports-and-emailing-them-to-your-team): How report cadences actually work — why a scheduled report needs at least one subscriber before it runs, what "weekly" means in practice, and the guarantee that nobody gets the same digest twice.
- [Writing and managing help articles](https://help.threadhive.io/help/threadhive/writing-and-managing-help-articles): The article side of your help center — drafting and publishing, organizing collections, translations, bulk import, and how published articles feed the AI's knowledge base.
- [Segments — saved contact filters](https://help.threadhive.io/help/threadhive/segments-saved-contact-filters): Build reusable audiences from AND/OR rules over your contact data, preview who matches before you save, and use segments for campaigns, automation, and reporting.
- [Tasks and AI-created follow-ups](https://help.threadhive.io/help/threadhive/tasks-and-ai-created-follow-ups): Track follow-up work in ThreadHive — create tasks by hand or from a conversation, let workflows open them automatically, and understand the tasks ThreadHive AI creates when it promises something on your behalf.
- [The customer portal](https://help.threadhive.io/help/threadhive/the-customer-portal): Give customers a signed-in place to see their own conversation history — how magic-link sign-in works, how you grant and revoke access, and how the portal differs from your public help center.

## Sitemap
- [XML sitemap](https://help.threadhive.io/sitemap.xml)