> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Navigating a Thread in Inbox

> Walk through a Thread in Inbox: summary, contacts and members, thread actions like bundle, merge, notifications, and PSA sync, plus the chat composer.

## 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.

### 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**.

<Frame>
  <img src="https://mintcdn.com/thread/MmA6qEMELRi-vXeU/images/d2aea3ee-image.png?fit=max&auto=format&n=MmA6qEMELRi-vXeU&q=85&s=58a4a48f72be0076188ff4fb8e02191e" alt="Thread summary next to its source icon" width="1321" height="439" data-path="images/d2aea3ee-image.png" />
</Frame>

### 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.

<Frame>
  <img src="https://mintcdn.com/thread/ysyi1-ysJ96KyxOf/images/a1263817-image.png?fit=max&auto=format&n=ysyi1-ysJ96KyxOf&q=85&s=f092a31bc9a8aede7d2b0bb873ca3f8a" alt="Contacts and members associated with a thread" width="1056" height="277" data-path="images/a1263817-image.png" />
</Frame>

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.
  <Frame>
    <img src="https://mintcdn.com/thread/yMrisProrR453qj0/images/4204438f-thread_adding.gif?fit=max&auto=format&n=yMrisProrR453qj0&q=85&s=14e116b354055c01bcbbcc77ade26665" alt="Adding a contact or member to a thread" width="1036" height="256" data-path="images/4204438f-thread_adding.gif" />
  </Frame>

<Tip>
  Only see the summary? Try clicking the carrat arrow on the far right. For better conversation visibility, this panel can be hidden.
</Tip>

### 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.

<Frame>
  <img src="https://mintcdn.com/thread/yMrisProrR453qj0/images/34e46ded-image.png?fit=max&auto=format&n=yMrisProrR453qj0&q=85&s=40eff0b813ea6bc2260165b7d018589b" alt="Quick-action icons at the top right of a thread" width="1036" height="256" data-path="images/34e46ded-image.png" />
</Frame>

### 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.

<img src="https://mintcdn.com/thread/uSPhmrJ8vRQngvKD/images/thread-nav-buttons.png?fit=max&auto=format&n=uSPhmrJ8vRQngvKD&q=85&s=2e397fb9849b58ea3f9db2f9b4a8a10c" alt="Up and down arrows in the thread header for moving between tickets" width="1434" height="216" data-path="images/thread-nav-buttons.png" />

<Note>
  These buttons are currently available on the thread details modal. Support in the full-page thread view is coming soon.
</Note>

### Link Threads (Bundle & Merge)

Combine related threads through the **Link Threads** modal (keyboard shortcut
<kbd>Ctrl/⌘</kbd> + <kbd>Shift</kbd> + <kbd>L</kbd>). 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.

<Note>
  Link Threads is currently available for **ConnectWise** partners.
</Note>

### Notifications

Manage alerts for this thread.

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

### PSA Sync

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

## The Chat Box

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

### Reply

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

### Note

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

<Warning>
  Important:

  Always double-check which tab you have selected before sending. Accidentally posting an internal note as a customer reply is a common mistake.
</Warning>

### Commands

Type `/` in the composer to open the command menu, then start typing to filter. The built-in
commands are:

| Command     | Function                                               |
| ----------- | ------------------------------------------------------ |
| `/reply`    | Switch the input box to Reply                          |
| `/note`     | Switch the input box to an internal Note               |
| `/assign`   | Change the assigned member                             |
| `/status`   | Update the current thread status                       |
| `/priority` | Change the thread priority                             |
| `/snip`     | Insert a snippet                                       |
| `/time`     | Start / stop the timer and log time                    |
| `/action`   | Open the **Actions** menu for PSA and Magic AI actions |

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](/inbox/verify).

### 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.

## Additional Options

### 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

### Send by Email

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

<Note>
  This checkbox is only available to Connectwise and Halo PSA users. For Autotask, see our

  Setting up an email workflow documentation
</Note>

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

<Note>
  See **Inbox** and **UI & UX** updates in the [changelog](/changelog/q3-2026).
</Note>

## FAQ

<AccordionGroup>
  <Accordion title="How do I send an attachment?">
    You can send any file type. Three ways:

    * type `/attachment` and pick a file,
    * click the attachment icon,
    * or drag and drop the file into the thread.
  </Accordion>

  <Accordion title="Can I style my messages?">
    Yes — use markdown, or the rich text editor. Click the **Aa** icon to show the editor options:

    | Style                | Shortcut                                        |
    | -------------------- | ----------------------------------------------- |
    | Bold                 | <kbd>⌘/Ctrl</kbd> + <kbd>B</kbd>                |
    | Italic               | <kbd>⌘/Ctrl</kbd> + <kbd>I</kbd>                |
    | Add or remove a link | <kbd>⌘/Ctrl</kbd> + <kbd>K</kbd>                |
    | Numbered list        | type `1.` then a space                          |
    | Bullet list          | type `*` then a space                           |
    | Code                 | <kbd>⌘/Ctrl</kbd> + <kbd>⇧</kbd> + <kbd>C</kbd> |
  </Accordion>

  <Accordion title="My reporting in ConnectWise shows that any thread closed in Inbox is attributed to the “Thread API” user instead of the assigned tech. Can this be fixed?">
    **A:** ConnectWise’s API does not allow integrations to set the *Closed By* field. Many partners resolve this by updating their reports to display the *Owner* for closed tickets instead of *Closed By*.
  </Accordion>
</AccordionGroup>


## Related topics

- [Thread Partner Change Management Guide](/get-started/thread-partner-change-management-guide.md)
- [Views and Insights in Thread Inbox](/inbox/views-and-insights.md)
- [Flows: Automate Thread Routing and Actions in Inbox](/inbox/flows.md)