> ## 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. # Your daily workflows > The technician's muscle memory in Thread: reply vs. note, the send-by-email checkbox, slash commands, Time Pad, Planner scheduling, approvals, and bundle/merge. 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; }; Replying, noting, tracking time, scheduling, and approvals — the muscle memory of working in Thread. Master the first distinction below and the rest follows. ## Reply vs. Note — the one that matters most The chat box at the bottom of every thread has two primary modes: * **Reply** — a customer-facing message sent to all contacts on the thread. This is your voice to the end user. * **Note** — an internal-only message visible to workspace members. Troubleshooting logs, escalation context, teammate questions. **Always check which tab is selected before you send.** Posting an internal note as a customer reply is the most common mistake new Thread users make. The tabs are color-differentiated — build the habit of glancing before sending. ### The "Send by email" checkbox Below the composer, this controls whether your reply *also* goes out as email. It's **on by default on non-live threads** (email-sourced) and **off by default on live threads** (Messenger, Slack, Teams — the customer is already getting it in chat). The Send-by-email checkbox is available on **ConnectWise and HaloPSA** workspaces. **Autotask** shops handle outbound email through a configured [email communication workflow](/integrations/setting-up-an-email-communication-workflow-in-autotask) — ask your admin how yours is set up. ## Slash commands — keep your hands on the keyboard | Command | What it does | | ----------------------- | ---------------------------------------------------------------------------------- | | `/reply` · `/note` | Switch the composer between Reply and Note. | | `/assign` | Change the assigned member. | | `/status` · `/priority` | Update the thread's status or priority. | | `/snip` | Insert a Snippet. | | `/time` | Add a time entry. | | `/connectwise` | Perform PSA actions. (Named "connectwise" but works for Autotask and HaloPSA too.) | | `/copilot` | Run Magic AI actions — including Generate Recap. | | `/approval` | Open the approval request modal. | | `/timezest` | Generate a TimeZest scheduling link (if your workspace has the integration). | The composer also has **Snippets**, **Time**, and **Actions** tabs — the Actions tab is where PSA actions and Magic AI tools live if you prefer clicking. ## Time tracking with Time Pad Time Pad lives in the Control Panel. Start/stop the timer (or key in start/end times), attach notes, and save the entry straight to your PSA. Two things make it painless: * **Magic AI can write your time-entry notes** from the conversation — no reconstructing what you did an hour later. * **Your Preferences automate the start/stop/remind cycle** around replies and closures (you set these in [day-one setup](/start-here/roles/technician/day-one-setup)). Entries can be **internal** (team-only) or **external** (visible to the contact, without emailing them). Your workspace sets a default for the primary button — ask your admin which. ## Scheduling with Planner [Planner](/inbox/using-planner) (left rail) is a drag-and-drop board of active threads in swimlanes: * **Triage swimlane** — all unassigned active threads. Drag one into a member's lane to assign it. * **Member swimlanes** — each member's threads, in spaces: *Overdue*, *Backlog* (assigned, no plan yet), and *Day* spaces (Today plus the next two days). Drag a thread into a day space to plan it; hover a card and click the calendar icon for exact start/end times. You can also create plans from the Planner card in any thread's Control Panel. **PSA sync behavior.** Planner is available for **ConnectWise** and **Autotask**. ConnectWise plans sync **both directions in real time**. Autotask: Thread→PSA is real-time; **PSA→Thread updates every five minutes** (or force it with the sync icon, top-right of Planner). Autotask requires times — a day-only plan syncs with a 12:00 AM start. TimeZest, if connected, sends a booking link tied to your real calendar; see [Planner + Outlook calendar](/inbox/planner-outlook-calendar-integration). ## Requesting approvals Need a client sign-off — a server upgrade, a purchase, after-hours work? Type `/approval` or use **Action → Request Approval**. See [approvals in Inbox](/inbox/approvals-in-inbox). By Contact Type or specific contacts (ConnectWise/Autotask), or individual contacts (Halo). Approver names are filled in automatically. Approvers join the conversation and are notified via Teams, Messenger, or email, with one-click **Approve / Decline**. Requests stay pending until someone acts — no timeout. Track everything under **Inbox → Apps → Approvals**. Every action is logged in Thread and your PSA for auditing. ## Bundle & merge related tickets Three tickets about the same outage? Open **Link Threads** from the thread header (or press **`⌘⇧L`**): **Bundle** groups them under a parent while each stays open and handled separately; **Merge** closes the child threads — you set a closing status — and moves their conversation into the parent. Link Threads is available on **ConnectWise** workspaces. **If something looks stale,** hit the thread's **PSA Sync** icon first. For workspace-wide gaps, an admin can run a manual sync (**Admin → Integrations → PSA → PSA Sync**) — allow up to an hour. ## Next You've got the manual workflows. Now let the AI carry the routine. Triage Agent, Magic AI, Intelligence, and Super Magic — with prompts to steal. ## Related topics - [Day-one setup](/start-here/roles/technician/day-one-setup.md) - [Technician](/start-here/roles/technician.md) - [Thread Partner Change Management Guide](/get-started/thread-partner-change-management-guide.md)