Get around Inbox

Inbox has three panels you’ll live in: the Viewer on the left (navigation), the Thread in the center (the conversation), and the Control Panel on the right (everything about the ticket). This lesson gets you oriented; each area has a deeper reference page linked inline. The left rail is how you navigate everything. Every view here is a real-time window into open threads. Bolded views have unread notifications.

Item	What lives there
New Thread	Create a thread on behalf of a contact — an issue reported by phone or a hallway grab. You pick the contact, board, summary, and first message.
My Inbox	Threads assigned to you — you’re the owner. This is your queue.
@ Mentions	Threads where you’re a secondary resource — @-mentioned or added as a member.
Planner	A customizable view of all your scheduled threads.
Contacts & Configurations	All contacts and configurations synced from your PSA.
My Drafts	Threads where you’ve started a reply or note but haven’t sent — the moment there’s text in the chatbox, the thread shows here.
Views	Shared, filter-driven queues your team builds — by board, pod, tier, client, status. Where team collaboration happens.
Timer view	All threads where you have a Time Pad timer running.
Account menu (your name)	Snippets, Preferences, availability toggle, and sign out.

Views — your team’s shared queues

Views group threads with filters and update in real time. Teams build them around their structure — pods for client groups, T1/T2/T3 tiers, a triage/dispatch queue, or chat-only squads.

Display modes: Inbox (fast thread-to-thread switching — ideal for techs) or List (structured overview — preferred by leads). Switch via the Display button, top-right of any View.
State filter: All, Active (not in a done state), or Done.
Sub-filters: layer your own personal sub-filters onto any View — visible only to you. Building the shared Views is usually an admin job.

Beast Mode keyboard shortcuts move you without the mouse: ⌘K / ⌘J jump to the next / previous conversation, ⌘A toggles Active/Done, Ctrl+N starts a new thread, and ⌘⇧L opens Link Threads. The full list lives in the account menu under Beast Mode Shortcuts.

Anatomy of a thread

Open any thread and you’ll see the same pieces every time:

Summary + source icon at the top — what it’s about and where it came from. Only seeing the summary? Click the caret on the far right to expand.
Contacts — the customer(s) who submitted or are attached to the thread.
Members — internal teammates working the thread. Add them by @-mentioning in the conversation or clicking + at the top.

Thread actions live in the top-right icons:

Action	What it does
Link Threads (`⌘⇧L`)	Bundle groups related threads under a parent while keeping each open and handled separately. Merge closes the child threads (you set a closing status) and moves their conversation into the parent. Available on ConnectWise workspaces.
Notifications	Mute or unmute alerts for this specific thread.
PSA Sync	Pulls the latest ticket data from your PSA — your first move whenever something looks out of date.

The Control Panel — right side

Everything about the thread you’re viewing, without leaving it:

Panel	What you’ll use it for
Contact Card	Name, email, company — plus expandable Contact Intelligence showing what Thread has learned about them.
Time Pad	Start/stop a timer or enter time manually, add internal or customer-facing notes, and save straight to your PSA — with Magic AI writing the entry notes for you.
Thread Information	Core ticket details synced from your PSA: number (deep-linked to the PSA ticket), priority, assignee, status, summary, board, type/subtype/item, site, agreement. Edit most of it right here.
Sentiment	AI rating of this thread’s tone plus the company’s average. Use the Ask Super Magic button to ask why a score is what it is — handy for spotting threads that need extra care.
Planner	See or schedule plans tied to this thread.
Configurations	Assets and systems tied to the ticket — view what’s linked or attach new ones.
Recent Threads	The contact’s other recent tickets — great for spotting repeat issues before you troubleshoot.

Want the full reference on each panel? See the Inbox tour: the Viewer, inside a channel, the thread itself, and the Control Panel.

You know the layout. Spend fifteen minutes setting it up so it works for you.

Day-one setup

Preferences, notifications, and Snippets that pay off every single day.

Choose your role

The Viewer — left navigation

Views — your team’s shared queues

Anatomy of a thread

The Control Panel — right side

Next

Day-one setup

​The Viewer — left navigation

​Views — your team’s shared queues

​Anatomy of a thread

​The Control Panel — right side

​Next

Day-one setup

The Viewer — left navigation

Views — your team’s shared queues

Anatomy of a thread

The Control Panel — right side

Next