Navigating a Thread in Inbox

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The Thread

This is where the magic happens. Threads are the heart of Inbox — where conversations, updates, and actions all come together in one place. Let’s walk through an example thread and cover the key features.

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Summary

At the top of every thread, you’ll see the summary, displayed next to a small source icon. The source icon shows where the thread originated — for example, this thread was submitted via Messenger.

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Contacts & Members

Each thread can have one or more contacts and members associated with it.

• Contact — The person who submitted the thread (usually the end user or customer).
• Member — Internal team members who are working on the thread or ticket.

You can add contacts or members in two ways:

• @ Mention them directly within the thread.
• Click the Add (+) button next to the existing names at the top of the thread.
  

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Thread Actions

At the top right of each thread, you’ll find quick-action icons. Which ones appear depends on your PSA and enabled features, but you’ll typically see Link Threads, Notifications, PSA Sync, and an expand/collapse chevron for the details panel.

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Next / Previous ticket

Use the up and down arrows in the thread header to jump to the previous or next ticket in your current view without going back to the list.

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Link Threads (Bundle & Merge)

Combine related threads through the Link Threads modal (keyboard shortcut Ctrl/⌘ + Shift + L). Pick a parent thread, select the threads to link, then choose a link type:

• Bundle: Keeps the child threads open and handled separately, while grouping them under the parent.
• Merge: Closes the child threads and moves their conversation into the parent. You’re prompted to set a closing status for the child threads before merging.

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Notifications

Manage alerts for this thread.

• On: You’ll receive notifications for new messages or updates.
• Off: Notifications are muted for this thread.

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PSA Sync

Pulls the latest information for this thread from your PSA on demand.

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The Chat Box

The chat box is where all communication happens. It supports multiple modes and tools to streamline your work.

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Reply

A customer-facing message sent to all contacts on the thread. Use this when responding to the end user.

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Note

An internal-only message visible to workspace members. Use this for internal discussions or updates.

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Commands

Type / in the composer to open the command menu, then start typing to filter. The built-in commands are: Integration actions are surfaced through /action (or the Actions button above the composer). Each available action also gets its own command that mirrors its name — for example a PSA action, /copilot for Magic AI, or /approvals to request an approval — so the exact list depends on your PSA and enabled integrations. Where end-user verification is enabled, a Send Verification action is available for Verify.

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Other Tabs

• Snippets — Access team snippets and your personal snippets for quick replies.
• Time — Log or adjust time entries using the time-pad.
• Actions — Trigger PSA actions or run Magic AI tools.

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Additional Options

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Text Editor Toggle

Click the Aa icon to toggle the text editor and adjust how messages are sent:

• Enter: Sends the message.
• Ctrl + Enter: Sends when text editor mode is active.We highly recommend enabling this to prevent accidental message sending

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Send by Email

This checkbox determines whether your reply is also sent as an email.

• Enabled by default for non-live threads (email).
• Disabled by default for live threads (Messenger, Slack, and Teams).

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FAQ