Threads let you separate a specific support topic inside a larger conversation timeline when you control the website integration.

This is useful when a customer may have several distinct issues over time and you want the timeline to show a clearer beginning and end for each one. Threads are started and ended from your website code through the Crisp JavaScript SDK.

Understand what a thread is

A thread is a labeled sequence of messages inside a conversation that relates to one specific topic.

For example, a hosting provider could start a thread called Customer server offline (Ticket #1929383) and close it once that incident is resolved. The overall conversation stays intact, but the support timeline becomes easier to read.

Know the implementation requirements

Threads are not created automatically by Crisp. Your website logic must decide when a thread should start and when it should end.

That means your implementation usually needs contextual signals such as a submitted support form, a ticket state, or another event in your own product.

If you need the SDK documentation, start here: How to use $crisp JavaScript SDK?

Start a thread from your website code

To start a thread, run the following JavaScript command:

$crisp.push(["do", "message:thread:start", ["Thread topic..."]])

The thread topic is required and should clearly describe the subject you want to isolate.

End a thread from your website code

To end the current thread, run:

$crisp.push(["do", "message:thread:end"])

You can also end a thread while explicitly specifying its topic:

$crisp.push(["do", "message:thread:end", ["Thread topic..."]])

If you need to ensure the widget is available before triggering the thread event, you can also combine this with your own chatbox-opening logic.

Updated on: 19/04/2026