> ## 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. # Notifications & what customers see > Tune Inbox notifications, work threads from the Slack or Teams companion app, and understand the customer's Messenger Chat vs Request experience. 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; }; Get alerted about the right things — only the right things — and understand the other side of every conversation so you handle it better. ## How Inbox notifications layer together * **Global (per user):** two sound toggles — new message on your assigned threads, and new thread. * **Per View (per user):** *All* (new threads + messages on threads you own/are on + mentions), *Owner* (your threads + mentions), *Mentions* (only @-mentions), or *Off* (also disables Swarm Mode for live threads in that View). * **The notification banner:** appears top-center only when a new, *unassigned* thread arrives. Live-chat banners include the 5-minute SLA countdown; non-live banners don't. * **Desktop notifications:** follow your Inbox settings plus your OS settings — identical on web and the desktop app. Full detail: [managing your Inbox notifications](/notifications/managing-your-inbox-notifications). ## Slack & Teams companion apps If your team runs the [companion app](/companion-apps/how-to-use-the-slack-companion-app-for-service-teams), you'll also get notifications inside your chat tool: * **1:1 bot messages** — once you're assigned to a thread, the bot notifies you of updates, and you can view and work the thread right from that conversation. * **Public channels** — Flows can route threads into a public Slack/Teams channel. Everyone sees new threads; once a thread has an owner, only the owner keeps getting its notifications. * **Volume control** — your admin sets a per-member level: *All*, *Flow Only* (recommended), or *None*. **Drowning in pings?** Mute the 1:1 bot conversation, mute the routing channel, or set the offending View's notifications to *Off* to silence Swarm Mode SLA alerts. Companion bots only work in *public* channels — they can't post to private ones. ## What your customers see Customers reach you through **Messenger** — embedded in Microsoft Teams (the Service App), Slack, a desktop app, or a web widget. Two buttons shape their expectations: * **Chat** — starts a live chat with a **5-minute response SLA**. These customers are waiting; when the banner fires with a countdown, this is why. * **Request** — a standard, email-paced request. No live timer, but responsiveness still drives their sentiment score. Customers get notified when their request is created, when a tech is assigned, and on every reply you send. Outside your configured business hours, Messenger shows an after-hours message so expectations are set automatically. More in the [Messenger overview](/inbox/messenger) and [how notifications work externally](/notifications/how-notifications-work-externally). **Why this matters for adoption.** Chat-first support is the experience your company is selling. Every fast, human first response in a live chat is the product working — the Triage Agent buys you time on the routine stuff so you can spend it where a human touch wins. ## You've finished the tour Head back to the [Technician hub](/start-here/roles/technician) for the **30-day adoption ramp**, your daily ritual, and the pro-tips FAQ — or jump straight into the [Skill Library](/skill-library/overview) and search for any task. ## Related topics - [Your AI toolkit](/start-here/roles/technician/ai-toolkit.md) - [Technician](/start-here/roles/technician.md) - [The AI-service pitch](/start-here/roles/sales-business-development/the-ai-service-pitch.md)