Threadly gives contact and call centres a unified inbox for inbound calls, WhatsApp, live chat, and email — with real-time queue visibility, smart agent routing, and SLA compliance built in.
Trusted by contact centres that can't afford missed queries
Contact centres that haven't unified their channels are paying the price — in missed SLAs, frustrated customers, and agents who spend more time switching tools than helping people.
A separate phone system, email client, WhatsApp number, and live chat tool costs time on every interaction — and creates gaps where queries fall through unnoticed.
Without a live view of all open contacts across every channel, supervisors can't intervene before SLAs breach. By the time you notice a problem, the customer has already escalated.
Contractual and compliance SLAs require documented proof of performance. Manual or delayed reporting leaves you exposed — to clients, to regulators, and to churn.
Threadly gives supervisors real-time control and agents a single screen — so your centre runs at full capacity, all the time.
All inbound contacts — calls, WhatsApp, live chat, email — flow into a single prioritised queue. Every agent works from one screen. Nothing gets missed or handled twice.
Contacts are automatically assigned to the right agent based on channel preference, skill set, and current workload. Round-robin, priority-based, or fully custom rules.
See every open ticket, every agent's workload, and every SLA countdown in real time. Intervene before a breach — not after a complaint reaches the client.
Set first-response and resolution targets per client, campaign, or contact type. At-risk tickets are escalated automatically. Every breach is logged and exportable.
Agent-level and team-level reporting on response times, resolution rates, SLA compliance, and channel distribution — export-ready for client reporting.
Custom ticket statuses, contact types, notification rules, and routing logic. Mirror your existing playbook — or build a better one.
Contact centres that only handle phone calls are leaving contacts on the table. Threadly routes all four channels into a single queue — so your agents handle the full customer journey.
Connect any PBX via webhook. Inbound calls create tickets instantly with full call logs and SLA clocks that start on pickup.
Inbound WhatsApp messages become tickets automatically via Twilio. Thread continuity means agents always have the full conversation history.
Embed a branded chat widget on your website or client portal. Chats convert to tickets automatically, with full history preserved.
Route inbound emails to the right team or campaign. Thread matching keeps multi-message conversations together automatically.
No implementation consultants. No months-long onboarding. Threadly is designed to be operational as fast as your team needs it.
Point your PBX, WhatsApp number, email inbox, and website chat to Threadly. Takes under 30 minutes for most setups.
Set agent skills, channel preferences, and SLA targets per client or campaign. Mirror your existing playbook — or improve on it.
Every inbound contact creates a ticket and routes automatically. Supervisors see everything live. Agents work from a single, unified queue.
Threadly monitors every open ticket against your contractual SLA targets. At-risk contacts are flagged automatically — giving supervisors time to act before the client notices.
No setup fees. No hidden charges. Cancel any time. Every tier includes all features — you only pay for the users on your team.
All prices exclude VAT. Annual billing is 10% less per user. Questions? See the FAQ →
Contact centres using Threadly are handling more contacts, breaching fewer SLAs, and giving supervisors the visibility they've always needed.
"Before Threadly, our agents were switching between a phone system, email, WhatsApp, and a tracking spreadsheet. Now they work from one screen and our average handle time has dropped by 23%."
"Our contractual SLAs require proof of first-response within 4 hours. Threadly's reporting gives us that audit trail automatically — no more manual spreadsheets before every client review."
"When we brought on a new campaign with 3 agents, it was live the same afternoon. The routing rules took 20 minutes to configure. We've never had an onboarding that smooth."
Everything you need to know before getting started.