> ## 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. # Why dispatch is different in Thread > How dispatch changes when the Triage Agent pre-scopes every request 24/7 and the board is real-time: stop chasing intake, start orchestrating capacity. export const MarkComplete = ({id, signalDone = false}) => { const KEY = "thread-onboarding-completed"; const read = () => { try { return JSON.parse(localStorage.getItem(KEY) || "[]"); } catch (e) { return []; } }; const [localDone, setLocalDone] = useState(false); const done = signalDone || localDone; useEffect(() => { const sync = () => setLocalDone(read().includes(id)); sync(); window.addEventListener("thread-onboarding-updated", sync); return () => window.removeEventListener("thread-onboarding-updated", sync); }, [id]); const toggle = () => { if (signalDone) return; const list = read(); const next = list.includes(id) ? list.filter(x => x !== id) : [...list, id]; try { localStorage.setItem(KEY, JSON.stringify(next)); } catch (e) {} setLocalDone(next.includes(id)); window.dispatchEvent(new Event("thread-onboarding-updated")); }; return ; }; export const ByRoleProgress = () => { useEffect(() => { const KEY = "thread-onboarding-completed"; const TEAL = "#00B398"; const BASE = "/start-here/roles/"; const DONE_ICON = ''; const COURSES = [{ slug: "technician", steps: ["why-thread", "get-around-inbox", "day-one-setup", "daily-workflows", "ai-toolkit", "notifications-and-customers"] }, { slug: "dispatcher", steps: ["why-dispatch-in-thread", "read-the-board", "assign-and-schedule", "ai-for-dispatch"] }, { slug: "service-ops-manager", steps: ["set-up-the-desk", "sla-and-dispatch", "analytics-and-qa", "roll-out-and-adopt"] }, { slug: "csm-account-manager", steps: ["client-intelligence-and-health", "qbrs-and-reporting", "retention-and-expansion"] }, { slug: "security-compliance-owner", steps: ["security-work-in-thread", "data-and-compliance", "security-runbooks"] }, { slug: "sales-business-development", steps: ["the-ai-service-pitch", "quote-and-handoff"] }, { slug: "msp-owner-leadership", steps: ["the-rollout", "outcomes-and-analytics", "scale-ai-service"] }, { slug: "automation-engineer", steps: ["flows-and-intents", "thread-mcp-and-api", "build-with-super-magic"] }]; const COURSE_SLUGS = new Set(COURSES.map(c => c.slug)); const readLocal = () => { try { return JSON.parse(localStorage.getItem(KEY) || "[]"); } catch (e) { return []; } }; const isDone = (done, id) => done.includes(id); const decorate = () => { const done = readLocal(); const scope = document.getElementById("sidebar-content") || document; const links = [...scope.querySelectorAll('a[href*="' + BASE + '"]')].filter(a => !a.closest("main")); links.forEach(a => { const m = (a.getAttribute("href") || "").match(/\/start-here\/roles\/([^/?#]+)\/([^/?#]+)/); if (!m) return; if (!COURSE_SLUGS.has(m[1])) return; const id = m[1] + "/" + m[2]; const d = isDone(done, id); const has = a.querySelector(".thread-rc-check"); if (d && !has) { const s = document.createElement("span"); s.className = "thread-rc-check"; s.textContent = "✓ "; s.style.color = TEAL; s.style.fontWeight = "700"; a.insertBefore(s, a.firstChild); } else if (!d && has) { has.remove(); } }); COURSES.forEach(course => { const li = scope.querySelector('li[id="' + BASE + course.slug + '"]'); if (!li) return; const row = li.querySelector(":scope > button") || li.querySelector(":scope > a") || li.firstElementChild; if (!row) return; const nameSpan = [...row.querySelectorAll("span")].find(s => s.textContent.trim() && !s.classList.contains("thread-rc-coursecheck")); if (!nameSpan) return; const allDone = course.steps.length > 0 && course.steps.every(s => isDone(done, course.slug + "/" + s)); const has = nameSpan.querySelector(".thread-rc-coursecheck"); if (allDone && !has) { const s = document.createElement("span"); s.className = "thread-rc-coursecheck"; s.setAttribute("aria-hidden", "true"); s.style.display = "inline-flex"; s.style.alignItems = "center"; s.style.verticalAlign = "-0.2em"; s.style.marginRight = "0.35em"; s.innerHTML = DONE_ICON; nameSpan.insertBefore(s, nameSpan.firstChild); } else if (!allDone && has) { has.remove(); } }); }; decorate(); const iv = setInterval(decorate, 600); window.addEventListener("thread-onboarding-updated", decorate); window.addEventListener("storage", decorate); return () => { clearInterval(iv); window.removeEventListener("thread-onboarding-updated", decorate); window.removeEventListener("storage", decorate); }; }, []); return null; }; Dispatch has always been the same three jobs: figure out what a request actually is, decide how urgent it is, and get it to the right person before it goes stale. Thread doesn't remove those jobs — it moves where they start. In most service desks the dispatcher is the first human to touch a raw request and has to gather the details before anything can be routed. In Thread, that first touch has already happened. ## The Triage Agent works intake before you do The [Triage Agent](/ai-agents/getting-started-with-triage-agent) is conversational AI that responds to every new chat and email request the moment it arrives, 24/7. By the time a thread reaches your board, it has usually already: * **Replied instantly**, so the customer isn't waiting on a human to say "we've got it." * **Asked the clarifying questions** you'd normally chase — who's affected, what changed, how urgent, what access is needed. * **Set a category** (type / subtype / item) and a **priority** from the impact and urgency signals in the conversation. * **Resolved the routine ones outright** — password nudges, status checks, simple how-tos — and closed them in your PSA before they ever hit your queue. **Read the thread top-to-bottom before you route it.** The Triage Agent may have already run a full back-and-forth with the requester. The scope, the priority, and often the answer are already sitting in the conversation — routing from a stale first line is the most common dispatcher mistake in Thread. What reaches you, then, isn't raw intake. It's a queue of already-scoped work that needs a human's judgment: which tech, which tier, which order, and what's about to breach. That's the shift — **from gathering to orchestrating.** ## The board is real-time, and so is the PSA Everything you do on the board syncs to your PSA — ConnectWise, Autotask, or HaloPSA — in real time over webhooks. Assign a thread, change its status, drop it on a day in Planner, and it lands in the PSA automatically. You don't dispatch in one system and reconcile in another; you dispatch in **Inbox** and the PSA stays in lockstep. **Live on the board, not in the PSA.** The dispatchers who get the most out of Thread run the entire desk from Inbox — triage queue, Views, Planner, XLA steppers — and only open the PSA when they genuinely need the system of record. That real-time board is what makes proactive dispatch possible. Because open threads, statuses, and XLA timers update live, you can see load building on one tech and a deadline tightening on another *as it happens*, and rebalance before either becomes a problem — instead of finding out at the standup. ## Structure your desk so routing is obvious Good dispatch starts with a board that mirrors how your desk is actually organized. Thread supports the common service models directly, and the routing decisions get easier once the board matches the org. | Service model | How you dispatch it | | ------------------------ | ------------------------------------------------------------------------------ | | **Pods** | A View per customer group; route each client's work to its pod. | | **Tiered (T1/T2/T3)** | A View per tier; route by complexity and escalate up the tiers. | | **Triage/dispatch team** | A dedicated triage View is the front door; you assess and hand off from there. | | **Custom / blended** | Combine models with Views and Flows to match how you really run. | Pick the model that fits your desk and build the Views around it — the [service team structure guide](/inbox/service-team-structure) walks through each one. The rest of this course assumes you've got a shape in mind, because "where does this go?" is a lot faster to answer when the board already tells you. ## Next You know what changed. Now learn the board you'll orchestrate from all day. Views, display modes, Beast Mode, and the triage queue you dispatch from. ## Related topics - [Dispatcher](/start-here/roles/dispatcher.md) - [XLAs & dispatch](/start-here/roles/service-ops-manager/sla-and-dispatch.md) - [Kaseya BMS Workflow](/skill-library/psa-specific/kaseya-bms-workflow.md)