> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Navigating a Thread in Inbox

> Walk through a Thread in Inbox: summary, contacts and members, thread actions like bundle, merge, notifications, and PSA sync, plus the chat composer.

## The Thread

This is where the magic happens. Threads are the heart of Inbox — where conversations, updates, and actions all come together in one place.

Let’s walk through an example thread and cover the key features.

### Summary

At the top of every thread, you’ll see the **summary**, displayed next to a small **source icon**.

The source icon shows where the thread originated — for example, this thread was submitted via **Messenger**.

<Frame>
  <img src="https://mintcdn.com/thread/wn6TrV7GJB-j5H1g/images/d2aea3ee-image.png?fit=max&auto=format&n=wn6TrV7GJB-j5H1g&q=85&s=a295d314d7171be0714c4dea39c51364" alt="Thread summary next to its source icon" width="1321" height="439" data-path="images/d2aea3ee-image.png" />
</Frame>

### Contacts & Members

Each thread can have one or more **contacts** and **members** associated with it.

* **Contact** — The person who submitted the thread (usually the end user or customer).
* **Member** — Internal team members who are working on the thread or ticket.

<Frame>
  <img src="https://mintcdn.com/thread/XL4w2StwzALuT8Pw/images/a1263817-image.png?fit=max&auto=format&n=XL4w2StwzALuT8Pw&q=85&s=f8b452976f125ed150384adc98dc4183" alt="Contacts and members associated with a thread" width="1056" height="277" data-path="images/a1263817-image.png" />
</Frame>

You can add contacts or members in two ways:

* **@ Mention** them directly within the thread.
* Click the **Add (+)** button next to the existing names at the top of the thread.
  <Frame>
    <img src="https://mintcdn.com/thread/juCyEL4f0qmxDa7M/images/4204438f-thread_adding.gif?fit=max&auto=format&n=juCyEL4f0qmxDa7M&q=85&s=d57b545099f6e9568ac94a0772711bf5" alt="Adding a contact or member to a thread" width="1036" height="256" data-path="images/4204438f-thread_adding.gif" />
  </Frame>

<Tip>
  Only see the summary? Try clicking the carrat arrow on the far right. For better conversation visibility, this panel can be hidden.
</Tip>

### Thread Actions

At the top right of each thread, you’ll find three quick-action icons:

<Frame>
  <img src="https://mintcdn.com/thread/juCyEL4f0qmxDa7M/images/34e46ded-image.png?fit=max&auto=format&n=juCyEL4f0qmxDa7M&q=85&s=8a13fc3bd9fdfeae63a3fa085c4f1ec5" alt="Quick-action icons at the top right of a thread" width="1036" height="256" data-path="images/34e46ded-image.png" />
</Frame>

### Bundle & Merge

Combine related threads together.

* **Bundle:** Keeps threads linked but separate.
* **Merge:** Combines them into a single unified thread.

### Notifications

Manage alerts for this thread.

* **On:** You’ll receive notifications for new messages or updates.
* **Off:** Notifications are muted for this thread.

### PSA Sync

Syncs the thread with the latest information from your PSA.

## The Chat Box

The chat box is where all communication happens. It supports multiple modes and tools to streamline your work.

### Reply

A **customer-facing message** sent to all contacts on the thread. Use this when responding to the end user.

### Note

An **internal-only message** visible to workspace members. Use this for internal discussions or updates.

<Warning>
  Important:

  Always double-check which tab you have selected before sending. Accidentally posting an internal note as a customer reply is a common mistake.
</Warning>

### Commands

You can quickly update thread details using slash commands:

| Command      | Function                                                                                                   |
| ------------ | ---------------------------------------------------------------------------------------------------------- |
| /reply       | Change the input box to Reply                                                                              |
| /note        | Change the input box to Note                                                                               |
| /assign      | Change the assigned member                                                                                 |
| /status      | Update the current thread status                                                                           |
| /priority    | Change the thread priority                                                                                 |
| /snip        | Add a Snippet                                                                                              |
| /time        | Add a Time Entry                                                                                           |
| /connectwise | Perform PSA actions Note: this command is hard codded as "connectwise" but works with Autotask and HaloPSA |
| /copilot     | Perform Magic AI actions                                                                                   |
| /approvals   | Trigger an approval                                                                                        |

### Other Tabs

* **Snippets** — Access team snippets and your personal snippets for quick replies.
* **Time** — Log or adjust time entries using the time-pad.
* **Actions** — Trigger PSA actions or run Magic AI tools.

## Additional Options

### Text Editor Toggle

Click the **Aa** icon to toggle the text editor and adjust how messages are sent:

* **Enter:** Sends the message.
* **Ctrl + Enter:** Sends when text editor mode is active.We **highly** recommend enabling this to prevent accidental message sending

### Send by Email

This checkbox determines whether your reply is also sent as an email.

<Note>
  This checkbox is only available to Connectwise and Halo PSA users. For Autotask, see our

  Setting up an email workflow documentation
</Note>

* **Enabled by default** for non-live threads (email).
* **Disabled by default** for live threads (Messenger, Slack, and Teams).

## FAQ

<AccordionGroup>
  <Accordion title="My reporting in ConnectWise shows that any thread closed in Inbox is attributed to the “Thread API” user instead of the assigned tech. Can this be fixed?">
    **A:** ConnectWise’s API does not allow integrations to set the *Closed By* field. Many partners resolve this by updating their reports to display the *Owner* for closed tickets instead of *Closed By*.
  </Accordion>
</AccordionGroup>


## Related topics

- [Thread Partner Change Management Guide](/get-started/thread-partner-change-management-guide.md)
- [Inbox Viewer: Navigating Views and Threads](/inbox/1-the-channel-viewer.md)
- [Views and Insights in Thread Inbox](/inbox/views-and-insights.md)