> ## 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. # Get around Inbox > The technician's tour of Inbox: the Viewer, the Thread, and the Control Panel; how Views organize your queue; the anatomy of a thread; and Beast Mode shortcuts. 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; }; Inbox has three panels you'll live in: the **Viewer** on the left (navigation), the **Thread** in the center (the conversation), and the **Control Panel** on the right (everything about the ticket). This lesson gets you oriented; each area has a deeper reference page linked inline. ## The Viewer — left navigation The left rail is how you navigate everything. Every view here is a real-time window into open threads. **Bolded views have unread notifications.** | Item | What lives there | | ----------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | | **New Thread** | Create a thread on behalf of a contact — an issue reported by phone or a hallway grab. You pick the contact, board, summary, and first message. | | **My Inbox** | Threads assigned to you — you're the owner. This is your queue. | | **@ Mentions** | Threads where you're a secondary resource — @-mentioned or added as a member. | | **Planner** | A customizable view of all your scheduled threads. | | **Contacts & Configurations** | All contacts and configurations synced from your PSA. | | **My Drafts** | Threads where you've started a reply or note but haven't sent — the moment there's text in the chatbox, the thread shows here. | | **Views** | Shared, filter-driven queues your team builds — by board, pod, tier, client, status. Where team collaboration happens. | | **Timer view** | All threads where you have a Time Pad timer running. | | **Account menu** (your name) | Snippets, Preferences, availability toggle, and sign out. | ### Views — your team's shared queues [Views](/inbox/views-and-insights) group threads with filters and update in real time. Teams build them around their structure — pods for client groups, T1/T2/T3 tiers, a triage/dispatch queue, or chat-only squads. * **Display modes:** *Inbox* (fast thread-to-thread switching — ideal for techs) or *List* (structured overview — preferred by leads). Switch via the **Display** button, top-right of any View. * **State filter:** *All*, *Active* (not in a done state), or *Done*. * **Sub-filters:** layer your own personal sub-filters onto any View — visible only to you. Building the shared Views is usually an admin job. **Beast Mode** keyboard shortcuts move you without the mouse: **`⌘K`** / **`⌘J`** jump to the next / previous conversation, **`⌘A`** toggles Active/Done, **`Ctrl+N`** starts a new thread, and **`⌘⇧L`** opens Link Threads. The full list lives in the account menu under **Beast Mode Shortcuts**. ## Anatomy of a thread Open any thread and you'll see the same pieces every time: * **Summary + source icon** at the top — what it's about and where it came from. Only seeing the summary? Click the caret on the far right to expand. * **Contacts** — the customer(s) who submitted or are attached to the thread. * **Members** — internal teammates working the thread. Add them by @-mentioning in the conversation or clicking **+** at the top. Thread actions live in the **top-right icons**: | Action | What it does | | ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Link Threads** (`⌘⇧L`) | *Bundle* groups related threads under a parent while keeping each open and handled separately. *Merge* closes the child threads (you set a closing status) and moves their conversation into the parent. Available on **ConnectWise** workspaces. | | **Notifications** | Mute or unmute alerts for this specific thread. | | **PSA Sync** | Pulls the latest ticket data from your PSA — your first move whenever something looks out of date. | ## The Control Panel — right side Everything about the thread you're viewing, without leaving it: | Panel | What you'll use it for | | ---------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Contact Card** | Name, email, company — plus expandable [Contact Intelligence](/ai-agents/contact-intelligence) showing what Thread has learned about them. | | **Time Pad** | Start/stop a timer or enter time manually, add internal or customer-facing notes, and save straight to your PSA — with Magic AI writing the entry notes for you. | | **Thread Information** | Core ticket details synced from your PSA: number (deep-linked to the PSA ticket), priority, assignee, status, summary, board, type/subtype/item, site, agreement. Edit most of it right here. | | **Sentiment** | AI rating of this thread's tone plus the company's average. Use the **Ask Super Magic** button to ask why a score is what it is — handy for spotting threads that need extra care. | | **Planner** | See or schedule plans tied to this thread. | | **Configurations** | Assets and systems tied to the ticket — view what's linked or attach new ones. | | **Recent Threads** | The contact's other recent tickets — great for spotting repeat issues before you troubleshoot. | Want the full reference on each panel? See the Inbox tour: [the Viewer](/inbox/1-the-channel-viewer), [inside a channel](/inbox/2-inside-the-channel), [the thread itself](/inbox/3-the-thread-itself), and [the Control Panel](/inbox/4-the-control-panel). ## Next You know the layout. Spend fifteen minutes setting it up so it works for you. Preferences, notifications, and Snippets that pay off every single day. ## Related topics - [Why Thread — and what changes for you](/start-here/roles/technician/why-thread.md) - [Technician](/start-here/roles/technician.md) - [How Notifications Work for your Team](/notifications/how-will-notifications-work-internally.md)