Thread Inbox

40 articles

Adding & Removing Contacts in Inbox (HaloPSA)

Adding & Removing Contacts in Inbox (HaloPSA). Concept. Managing contacts between your Inbox and HaloPSA is a seamless process thanks to automatic, two-way syncing. Whether you are updating CC contac…

Updated by Jake Gipson

Experience Level Agreements (XLAs) in Thread — Setup Guide

Traditional Service Level Agreements (SLAs) are contracts written for the worst case: a rigid clock that exists mainly to prove you didn't miss a deadline. Thread's Experience Level Agreements (XLAs)…

Updated by Jake Gipson

Channels Deprecation in Inbox

Channels Deprecation in Inbox. Channels will be retired on February 28, 2026. This article explains what Channels are, who this change applies to, and what it means for your Inbox setup. Why am I see…

Updated by Jake Gipson

Team Admin Role

Team Admin Role. Concept. The Team Admin is a middle-tier user role in Thread that sits between a standard Member and a full workspace Admin. While the role itself is assigned globally, a Team Admin'…

Updated by Jake Gipson

Teams Emoji Reactions in Inbox

Sometimes a 👍 says it all. When a contact reacts to a technician's message in Microsoft Teams instead of typing a reply, that reaction now flows back into Inbox — so acknowledgments are never missed…

Updated by Jake Gipson

My Inbox Filters, Views & Column Customization

Technicians can now personalize how they see and work through their assigned tickets in Inbox. My Inbox supports filters, a view toggle, and column controls — giving each tech the flexibility to orga…

Updated by Jake Gipson

Holidays and Custom Closures

Business Hours, Holidays & Custom Closures. Configure when your support team is available so Messenger, Voice AI, and Reminder Agents know when to respond live and when to show an out-of-office messa…

Updated by Jake Gipson

Inbox Teams

Overview. Inbox Teams give you a scalable way to organize team members and the Views they rely on every day. Instead of manually adding each technician to individual Views, Teams let you group people…

Updated by Jake Gipson