“To ensure service quality and manage capacity, each request is scheduled on our Support Engineers' calendars. But PSA-native calendar functionality can be challenging to use at scale. By seamlessly integrating into our existing workflow, Thread Planner will be a game changer for our engineers and Service Coordinators, as it streamlines our scheduling processes significantly—directly within the interface we already use for our real-time client interactions (Inbox). We are excited to see what future updates Thread has Planned.”
Integrations
Turn intent into action with Thread and Pia
Turn chat requests into guided workflows instantly
When users ask for help in Thread, the Pia SmartForms integration can surface an “Open Form” button directly inside the chat. No portals. No redirects. Just a guided form that opens right where the conversation is happening.
Users complete the form without leaving the conversation, and the submitted data flows directly into your PSA. That means fewer follow-up questions, cleaner information, and faster execution of the request.
Intent-Based Automation That Just Works
Thread detects what a user is trying to do—like booking a room, onboarding a new hire, or requesting access—and instantly triggers the correct PIA SmartForm. No manual triage. No guessing. Just the right workflow, every time.
From the service catalog, each intent can be configured with time savings, visibility rules, and automation logic. Once triggered, the form opens directly in chat and submits structured data back into your downstream systems.
Secure integrations designed for MSP scale
Admins connect Thread and Pia using secure API keys, then enable SmartForms per client and per workflow. Each form can be branded, permissioned, and tied to the correct PSA and Microsoft Graph configuration.
The result is a clean handoff between conversation, automation, and ticketing—so requests move forward automatically while your team focuses on the work that actually requires them.
Get started with Thread today.
Unlock an unfair advantage for your IT business.
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Chris Zadrima
Chief Operating Officer - Align
Chief Operating Officer - Align