How to connect Unthread to Binom: tickets, answers from the knowledge base, and assigning a staff member. Available on request.
The Unthread integration connects your AI employee with support in Slack and by email: Binom creates a ticket, writes in it, answers using the knowledge base, and brings the right team member into the conversation. Unthread is available on request in your Binom account: Integrations → More Integrations → Unthread.
What Binom can do in Unthread
Here, Binom refers to your AI employee. After you connect Unthread, it calls the service's actions when the conversation needs that data. You decide which actions it can use. In your account, each action is labeled: read (Binom only views data), write, or delete (Binom changes or deletes data in Unthread).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Conversations | Conversations and messages | Creating, messaging, watchers, assignment, linking conversations |
| Knowledge base | Articles, knowledge base search | Creating and editing articles |
| Customers | Customers and accounts | Creating and editing |
| Tags and types | Tags, ticket types, SLAs | Creating and editing |
| Broadcasts | Outgoing messages | Creating and editing |
Can a chatbot create a ticket in Unthread?
Yes. Binom creates a conversation ("Create Conversation") and adds a message describing the issue ("Create Conversation Message").
Answering from the knowledge base
Binom searches the Unthread knowledge base ("Query Knowledge Base") and replies to the customer using the same wording.
Handing off to a team member
If a human is needed, Binom assigns the conversation to a team member ("Assign Conversation Collaborator").
What access you will need
Connection method: API key. You will need the Unthread service account key. Details for each method are shown in the "Authentication" section on the Unthread page in your account.
How to get the Unthread integration
Unthread is available on request: first, the Binom team sets up the integration for your account. The general catalog rules are described in the guide how to connect a service from "More Integrations".
- Open Integrations → More Integrations, type "Unthread" in the "Search integrations" field, and open the Unthread card.
- On the "Unthread integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." The assistant here is your Binom. The "Authentication" section shows what access you will need, and the "Actions" list shows everything Binom can do in Unthread.
- Click "Request integration". The message "Request sent. You will receive a notification when the integration is available." will appear, and the button will change to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Unthread page.
- Click "Connect," go through the steps in the "Connect Unthread" window, and click "Done." After "Connecting…", the status will change to "Connected". If you see "The confirmation has not arrived yet. The connection may still complete, so check again in a minute.", click "Check again".
How to choose what Binom can do in Unthread
A connected integration does nothing until you allow actions. The account says this clearly: "Select the actions the assistant can call. Until you select something, it has no access to any of them."
- On the Unthread page, tick the actions you need in the Actions list. The Filter by actions field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before a write or delete action, Binom will describe what it is about to do and wait for your confirmation.
- Click "Save". The message "Allowed actions saved" confirms the changes.
To get started, "List Customers", "Create Conversation", "Create Conversation Message" and "Query Knowledge Base" are enough. Add the actions that change or delete data when you are ready to let Binom make changes in Unthread.
How to check that the integration works
- Start a new conversation with your Binom, for example through a public chat link, and describe a test issue. Check the conversation in Unthread.
Possible problems
Binom does not use Unthread data in its answers
What to check: that the Unthread status is "Connected" and the needed actions are ticked (for example "Create Conversation").
What to do: tick the actions and click "Save".
How to tell it is resolved: the message "Allowed actions saved" appears, and in a new conversation Binom answers using Unthread data.
"Could not save the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Unthread).
How to tell it is resolved: the button shows "Requested".
"The integration is temporarily unavailable – your request has been saved."
Nothing else is needed: the request is saved, and you will receive a notification when Unthread can be connected.
"Reconnection required"
What this means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Unthread page in More integrations, click "Reconnect", and go through the connection window again.
How to tell it is resolved: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Unthread) and a screenshot of the message.
How to tell it is resolved: the "Connect Unthread" window opens.
"On a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the plans and subscription pricing page, and for how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Unthread again.
"You do not have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect Unthread themselves. More details: access levels in a team.
How to tell it is resolved: after refreshing the page, the integration settings open.
If the problem is not resolved, write to support@binomai.com or in the chat with Tutor "I want to talk to a person". Include the name of the Binom, the integration, and attach a screenshot of the message.
How to disconnect Unthread
On the Unthread page, click "Disconnect". The "Disconnect Unthread?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the access details again." Confirm, and "Integration disconnected" will appear.
Other common questions
Do I need a programmer to integrate Unthread?
No. You request Unthread in the Integrations → More integrations section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
