Threads

Starko Threads are the foundation of how you communicate with clients across all integrated channels. Rather than juggling support requests across disconnected apps—such as email, Instagram DMs, Telegram, WhatsApp, and website chat—Threads consolidate all client interactions into one unified view. This significantly improves response times, support quality, and operational efficiency. What Are Threads? Each Thread represents a full conversation history between your team and a customer, regardless of which channel the interaction originated from. Whether a client contacts you via Instagram, replies to an email, or sends a WhatsApp message, the interaction is automatically captured and organized into a single thread. Threads are: Persistent: They maintain the full history of a conversation across time and context. Channel-Agnostic: One thread can contain inputs and responses from multiple platforms. Actionable: You can reply, assign, escalate, tag, or automate responses—all from one interface. Why Threads Matter Using Threads offers several key benefits: Workflow Simplification: Eliminate the need to monitor multiple platforms individually. Context Preservation: Never lose the conversation history, no matter which agent or channel is involved. Improved Responsiveness: With a centralized view, teams can respond faster and more consistently. Seamless AI + Human Handoff: The AI assistant can handle basic queries and escalate to a human when needed—all within the same thread. Data-Driven Insights: Completed threads can be summarized by the system, generating valuable product and customer experience insights. Using the Threads Tab The Threads Tab is where all live and historical conversations are displayed. It serves as the operational hub for managing support interactions. Key capabilities include: Viewing Active Conversations: See all ongoing interactions in real time, including who the customer is, which channel they’re using, and what they’re asking. Monitoring AI Conversations: Watch how the AI assistant is responding to queries. At any point, agents can take manual control of the conversation. Prioritization and Tagging: Use tags, labels, or flags to categorize conversations by urgency, topic, or department. Assignment and Escalation: Assign threads to specific team members or escalate based on trigger conditions (e.g., negative sentiment, unresolved issues). Search and Filters: Quickly locate past threads by keyword, tag, or customer identity. Human + AI Collaboration Starko Threads are designed to make collaboration between your support agents and AI seamless: The AI assistant can automatically handle frequently asked questions or trigger automated actions (e.g., “check order status”). If the conversation requires nuance or exceeds the assistant’s confidence threshold, it automatically flags the conversation for a human. Agents can review the thread context, jump in at any time, and continue the conversation without disruption. Thread Summarization and Insights When a thread is marked as completed, Starko automatically generates a summary of the entire interaction. This summary includes: The core issue or question raised by the client Actions taken (by AI or human agent) Resolution status Detected sentiment Suggested follow-up or related knowledge base entries These summaries are searchable and stored, giving your team: Conversation-level analytics Customer behavior patterns Product improvement suggestions This makes Threads not just a support tool, but also a feedback pipeline for product teams and CX strategists. How Threads Support Product Development Every conversation contains insight. By reviewing thread summaries over time, you can: Identify recurring issues or feature requests Prioritize product roadmap items based on real user demand Spot broken flows or documentation gaps Create stronger user-facing documentation based on the questions your team receives By integrating support and product feedback in this way, Starko Threads help close the loop between your customers and your development team. Next Steps To get started with Threads: Go to the Threads tab from the main dashboard. Connect your support channels (if not already connected). Begin responding to new threads as they appear. Use filters and tagging to stay organized. Review thread summaries regularly for product insights.

The Whatsapp integration is currently available only for custom package users and will soon be available for broader use.

The Viber integration is currently available only for custom package users and will soon be available for broader use.

Part 1: Installation Guide (For Developers) The Starko ONE widget allows you to embed AI-powered support directly into your application. Follow the instructions below to integrate the widget into your website. General Settings Before installation, ensure your widget is configured correctly in the Starko Dashboard: Translations: Navigate to the AI Settings page to translate the widget interface into your desired language. Knowledge Hub: Ensure your articles are categorized correctly, as these will appear as "Collections" in the widget. Embed Code Locate your unique in the Installation tab. Use the following methods to add the widget to your project. Option A: Basic HTML/JavaScript Add this code before the closing tag of your website template. Option B: Next.js / React Create a new component (e.g., ) and use the following code: Part 2: User Guide (How to use the Widget) Welcome to the Starko ONE support widget. This tool allows you to find answers instantly, chat with our AI assistant, or manage your support tickets. Home Screen Overview When you open the widget, you will see the Home dashboard. This includes: Ask a Question: The primary button to start a conversation. Collections: Categories of support articles (e.g., Ticketing, Workspace settings, Threads) pulled directly from our Knowledge Hub. Navigation Tabs: Located at the bottom (Home, Inbox, Tickets). Chatting with Starko AI Click "Ask a question" to open the chat interface. Instant Greeting: You will be greeted immediately by the AI. AI Capabilities: The AI utilizes our entire Knowledge Hub to answer your questions. You can upload screenshots or documents directly into the chat for analysis. Context Awareness: The system uses your User ID to remember your context, ensuring a smooth conversation flow. Escalation & Human Support If the AI cannot resolve your issue, the system handles the handover automatically: Human Handoff: Depending on agent availability settings, the chat may transfer you directly to a human agent. Automatic Ticketing: If no agents are available, or if the AI cannot solve the issue, a Support Ticket is created automatically. User Persistence: If you specifically ask to speak to a human and live chat is disabled, the system will automatically open a ticket for you. Self-Service Knowledge Base If you prefer to browse, scroll down on the Home screen to view Collections. Clicking a category (e.g., Workspace Settings) lets you read static help articles and FAQs directly in the widget without leaving the page. Managing Your Activity Use the bottom navigation bar to manage your history: Inbox Tab: View your chat history. Conversations are saved and persistent, so you can close the browser and return later without losing your chat log. Tickets Tab: Track the status of your formal support requests. View Status: See if your ticket is Open, In Progress, or Closed. Reply: You can send replies to existing tickets directly from this tab.