Dispatcher - Thread Docs

You own the board. Every request that lands has to get to the right tech, at the right priority, before an XLA turns red — and you’re the one holding that whole picture in your head. Thread changes the starting point: the Triage Agent works the intake 24/7, so most threads reach you already responded-to, scoped, categorized, and prioritized. Your job shifts from chasing details to orchestrating capacity. This is your course — four short lessons that take you from reading a live board to running triage with AI, plus the skills and ritual built for your day.

The course

Work these in order, each ends with a link to the next. Twenty minutes gets you dispatching from a clean, correctly-prioritized board.

Why dispatch is different in Thread

The Triage Agent pre-scopes intake, the board is real-time, and you orchestrate from there. Start here →

Read the board

Views, display modes, Beast Mode, and the triage queue you dispatch from. Read →

Assign and schedule

Availability, auto-dispatch profiles, Planner, and XLA timers. Read →

AI for dispatch

Tune the Triage Agent, drive triage with Super Magic, and report on the board. Read →

Your starter kit

The Magic Library has dozens of triage and dispatch skills. Start with these — then press ⌘K and search for any task (“route this”, “who’s free”, “duplicate”) to find the rest.

Ticket Triage

Classify, gauge severity, catch duplicates, and route to the right board.

Queue-Scoring Triage

Always know which ticket to work (or dispatch) next.

Smart Dispatch

Classify, consult a routing matrix, then assign and schedule in one pass.

Dispatch Control Tower

The whole board at a glance — load, risk, and what needs a decision now.

Workload-Balancing Assignment

Assign to the lightest-loaded tech who has the right skills.

Duplicate Hunter

Catch tickets that duplicate an open one, and merge on an exact match.

Browse all Dispatcher skills

Every Super Magic skill tagged for the Dispatcher role — triage, routing, dedup, priority, and queue hygiene.

Your ritual

Dispatcher morning ritual

Open the day with a clean, correctly-prioritized, well-routed board — overnight arrivals triaged, XLAs checked, and work matched to who’s available.

Run it first thing, before you assign a single ticket. Check the triage queue for unassigned overnight arrivals, scan XLA steppers for anything at risk, then balance the day’s work against who’s marked Available for dispatch.

Make it a habit

None of this takes weeks. Each row is tied to a moment on the board — try it the next time that moment arrives, and keep going until it’s automatic.

When…	Do this	You’ve got it when…
A catch-all ticket lands	Ask Super Magic to route it. Have it identify the client and contact, dedup against open work, and route with a reason you can read back.	”Ask Super Magic to route it” is your reflex before you touch a catch-all ticket.
You start the day	Run the morning ritual, then scan your triage View and the XLA steppers in one pass.	Nothing breaches on your watch that you didn’t already see coming.
A thread arrives scoped by the Triage Agent	Dispatch on its scoping instead of re-gathering the details yourself.	You’re deciding, not gathering.
You’re balancing the day’s load	Dispatch from Planner — drag tickets from Triage onto a member’s Todo or calendar — instead of assigning one ticket at a time.	Load is even across the team at a glance.
The same routing miss happens twice	Fix it at the source: adjust the Triage Agent’s escalation words or the dispatch rule, or flag it to your admin.	The board sorts itself, and your time goes to the judgment calls.

Thread gets smarter the more your desk uses it. Every ticket the Triage Agent scopes and every route you confirm sharpens the next pass, so a well-run board compounds into a board that increasingly runs itself.

Pro tips & FAQ

Dispatch moves experienced dispatchers swear by

Beast Mode shortcuts move you through the board: ⌘K/⌘J next/previous conversation, ⌘A toggle Active/Done (full list in the account menu).
Dispatch from Planner: drag a ticket from Triage onto a member’s Todo to assign it, then onto a time on their calendar to schedule it.
Scan the XLA stepper on every at-risk ticket; hover it to see which XLA profile is driving the deadline.
Toggle yourself Offline for dispatch when you step into a meeting so push auto-dispatch skips you.
Let Super Magic dedup a suspected repeat before you route it: merging is cleaner than two techs on the same fire.

A thread reached me un-triaged — why didn't the Triage Agent scope it?

The agent only acts on the clients, sources, boards, and contacts it’s scoped to, and it skips senders caught by request blocking (out-of-office replies, alert noise, no-reply mailers). If a whole board’s threads are arriving raw, check the agent’s client access in Triage Agent settings. See the setup guide.

I don't see the Available for dispatch toggle

That toggle only appears when your workspace has push auto-dispatch enabled. Workspaces on pull-only auto-dispatch use the “Get next thread” button instead. See Set your availability for auto-dispatch.

Auto-assign is overriding my Flows

Auto-assign can override any Flow that assigns tickets to specific members. Review and scope those Flows before turning on Auto-assign in production — Thread warns you with a banner when you enter Auto-assign mode. See Auto-dispatch profiles.

Does Auto-assign consider shift schedules (e.g. nightshift vs dayshift)?

No. Auto-assign only looks at whether a tech is set as Available for dispatch and whether they have work capacity (based on their currently assigned tickets against the profile’s Max threads limit). It doesn’t read shift schedules. If someone shouldn’t receive work outside their shift, have them toggle themselves Offline for dispatch, or flip it for them from Team Home. See Set your availability for auto-dispatch.

Who do I ask when I'm stuck?

Your team’s Thread admin first, then these docs. Your company’s Thread Customer Success Manager is also working with your admins throughout onboarding.