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Documentation Index

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Connect BuildBetter with Unthread to import your support conversations and analyze them alongside all your other customer feedback. Surface patterns across support threads, identify recurring issues, and turn support data into actionable product intelligence.

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Why Connect Unthread to BuildBetter

  • Conversation Import: Sync support conversations, messages, and participant data from Unthread
  • Unified Feedback View: See support conversations alongside calls, tickets, and other feedback sources in one platform
  • AI-Powered Analysis: Automatically extract signals—feature requests, bugs, complaints, and more—from your support threads
  • Filtering & Dashboards: Filter by Unthread-specific tags, authors, and metadata. Build dashboards that include support data.

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How the Unthread Integration Works

BuildBetter connects to Unthread to import conversations with their full message history, authors, and tags. Once imported, conversations are processed through BuildBetter’s standard analysis pipeline to extract signals and insights. Sync Type: One-way (Unthread → BuildBetter) Data Imported: Conversations, messages, authors, tags

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Setup Guide

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Prerequisites

  1. Unthread Requirements:
    • Active Unthread account
    • Admin or API access for generating credentials
  2. BuildBetter Requirements:
    • Active BuildBetter account
    • Admin privileges for integration setup

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Quick Setup

1

Navigate to Integrations

Go to Settings > Integrations in BuildBetter
2

Connect Unthread

Find Unthread in the integration list and click Connect. Enter your Unthread API credentials.
3

Configure Import Settings

Choose which conversations to import. You can filter by date range or import your full history.
4

Start Sync

Click Import to begin syncing your Unthread conversations. Monitor progress in the integration settings.

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Viewing Imported Conversations

Once imported, your Unthread conversations appear throughout BuildBetter:
  • Calls & Conversations: Unthread conversations show with the Unthread icon as their source
  • Signals: AI-extracted insights from support threads appear in your signals table
  • Dashboards: Include Unthread data in clustering dashboards and analytics
  • Search: Find support conversations through Universal Search

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What Gets Imported

DataDetails
ConversationsFull thread with all messages and context
MessagesIndividual messages with timestamps and content
AuthorsParticipant names and contact information
TagsUnthread tags are preserved for filtering in BuildBetter

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Use Cases

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Surface Support Patterns

Use clustering dashboards to identify the most common support themes and track them over time.

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Connect Support to Product

When signals are extracted from Unthread conversations, they appear alongside feedback from calls and other sources—giving your product team a complete picture.

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Track Customer Health

Filter signals by company to see which accounts are generating the most support conversations and what issues they’re hitting.

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Reliability

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Reauthentication Handling

If your Unthread connection expires or its credentials are revoked, BuildBetter marks the integration as needs reauthentication in the integration settings panel instead of failing silently in the background. Reconnect with fresh credentials to resume sync — no data is lost, and ingestion picks up from where it left off.

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Import Cursor and Retry Safety

Billing-limited or interrupted Unthread imports resume from the correct cursor on the next sync. Progress is never advanced past records that weren’t actually processed, so partial syncs don’t skip conversations.

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Billing Records

Imported Unthread conversations are billed consistently with other integration-sourced conversations — no missing or duplicated billing records when imports retry.

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Support

Need help with the Unthread integration?