3. The Thread Itself
Updated
by
Griffin Steinman
“Inbox is where you and your colleagues provide service for your customer. It is the app you use, as the service provider, to collaborate with your teammates and customers. Inbox was designed to give your team service superpowers so that you can focus on providing great service!
Inbox isn't limited to managing customer chats, it can also be used by your entire organization to manage all the service tickets coming from your ticketing system.”
-Stephen Boss (Head of Customer Success, circa 2022)
3. The Thread Itself
Each of these sections have specific usage or information that are useful to you and your team.
This doc will focus on the Thread Itself inside each channel
The Thread Itself
This is where the magic happens. There are a few details here that we need to go over. Let’s that this thread as an example
The Summary
The summary is shown at the top of this section next to an icon. This icon is the source indicator, and can let you know where this thread was submitted. In this case this thread was submitted via Messenger.
Contacts and Members:
Each thread can have 1 or more contacts and members associated with it.
Contact - The contact is the person who submitted the thread and the usually the end user
Member - Members are internal tech’s who work on tickets
You can add members or contacts to a thread they either “@ Mentioning” them or by clicking the add button up at the top next to the already existing names.
Bundle & Merge, Notifications, and PSA Sync
The left icon is for bundle & merging threads. When you click on it, you have the option to either bundle or merge two threads.
The middle icon is for notifications on a per thread basis. Each thread has this icon and it can be turned on or off.
On - you will receive notifications for this thread
Off - you will not receive notifications for this thread
The right icon is used to sync the thread with current information of that thread in your PSA
The Chat Box
Reply - This section is for typing out replies to threads. This is a CUSTOMER-facing message and will be sent to all contacts on the thread.
Note - This section is for typing out internal messages that can only be viewed by members of your workspace. This is an INTERNAL-facing message.
Assign - the /assign command that can be used to change the assigned member
Status - the /status command that can be used to change the current status of a thread
Priority - the /priority command that can be used to change the current priority of a thread
Snippets - This tab will display all of your team’s snippets along with any snippets you created for yourself
Time - This tab has a few options for the time-pad (I never use it)
Actions - This tab includes actions for the PSA and well as the ability to trigger Magic AI actions.
The only other thing to mention here is the “Aa” icon that toggles the text editor as well as changes the send from “enter” to “Ctrl + enter”
The last thing is the send by email checkbox.
This checkbox will determine if the reply you are about to send is going to also be sent as an email as well as a message.
This checkbox is enabled by default for non-live threads (emails) and disabled to live thread (messenger chats and threads created via the slack service and teams service apps)
FAQ Section
Q: "My reporting in my PSA is showing that any thread closed in inbox is not being attributed to the tech but instead being attributed to the Thread API user. Is there a way around this?"
A: ConnectWise's API doesn't allow integrations to set the closed by field. Our partners have solved for this in their reporting by updating their reports to report on the owner for closed tickets (instead of closed by).
