Threads serve as a means for your team to engage in internal discussions centered on specific customer messages. They are exclusive to the team and remain hidden from the customer's view. Internal threads remain concealed from customers, enabling your team to operate behind the scenes while maintaining a comprehensive record of relevant conversations.

Starting a Thread

Hover over a message you’ve sent or received. Click on the comment icon that appears.

Type your comment and press Enter to send it in the right panel.

Now you can easily follow up on conversations with your team internally.