What these threads are for
Custory can work with Slack and Discord as collaboration surfaces, not just notification targets. That means teams can ask Custory AI for help directly inside a thread and keep the resulting context connected back to the relevant Custory work.Before you use it
First connect Slack or Discord from Manage Integrations. Then use the Custory bot in the relevant conversation. In practice, that means mentioning Custory in a Slack or Discord thread where the customer context already exists. The person invoking Custory also needs their Slack or Discord account linked to their Custory user. If the account is not linked yet, Custory will return linking instructions instead of running the AI thread workflow.Add screenshot of Custory AI responding inside a Slack or Discord thread here
Why this matters for smaller teams
Founder-led and product-led teams often operate heavily in chat:- Customer support patterns are discussed there
- Product decisions get clarified there
- Quick delivery questions are resolved there
How the workflow works
At a high level:- A relevant conversation happens in Slack or Discord
- Custory AI is invoked in the thread
- AI uses the thread context to respond more intelligently
- When the discussion maps to real work, Custory can keep that context tied to the relevant item or journey
- Summarizing a messy thread
- Turning repeated support discussion into a clearer insight
- Drafting a follow-up item or message
- Preserving the reasoning behind a product decision
Best use cases
Support-heavy teams
Use AI threads when recurring customer complaints or questions show up in Slack or Discord before anyone has time to structure them properly.Founder-led product discussion
Use them when early product signals are being interpreted in chat and you want the useful part to survive beyond the conversation.Cross-functional handoff
Use them when support, product, and engineering are all discussing the same issue and you want the outcome attached to the actual journey work.How to get good results
Use the thread while the context is still fresh
Do not wait until the conversation is over and half the meaning is lost.Turn the useful output into structured work
The thread is the capture surface. Custory should still become the durable home for the resulting item, insight, or follow-up.Keep integrations clean
Make sure the workspace-level Slack or Discord integration is connected properly so the thread workflow can operate reliably.What this does not replace
These AI threads do not replace:- The journey editor
- Item details
- Delivery tools
Thread workflow mistakes to avoid
Treating the thread as the final system of record
Treating the thread as the final system of record
The point is to keep the context connected back to Custory, not to make Slack or Discord the long-term archive. Move the durable outcome into the journey or item once the discussion becomes important.
Asking AI with no clear job
Asking AI with no clear job
Prompt quality still matters. Ask for a concrete output such as a summary, candidate insight, next-step proposal, or decision-ready recap so the thread produces something usable.
Leaving important conclusions only in chat
Leaving important conclusions only in chat
If the thread changed how the team understands the journey, update the journey or item afterward. Chat is the fast surface, not the lasting source of truth.