How threads work
A thread holds everything with one contact in one inbox: their emails, texts, WhatsApp messages, calls, form messages and website chats, plus your replies and your team’s notes. Whichever way a customer gets in touch, it lands in the same thread, so you always see the whole story.
Folders
Section titled “Folders”The inbox sorts threads into folders:
| Folder | What’s in it |
|---|---|
| Mine | Threads you own. |
| Unassigned | New threads nobody has picked up yet. |
| Waiting on us | Threads where the customer is waiting for a reply. |
| All open | Every open thread. |
| Snoozed | Threads hidden until a time, or until the customer replies. |
| Done | Threads you’ve closed with an outcome. |
| Spam | Threads marked as spam. They never count as leads. |
| Website visitors | Website assistant chats from visitors who haven’t left their details yet. Once they do, the chat moves to their thread. |
A lead is a message that starts new interest, such as a form message, a marketplace lead email or a first call from a tracking number. Leads are marked in the timeline with where they came from (their source) and, when known, the campaign that brought them.
Threadkite decides what counts as a lead for you. If it gets one wrong, open the menu on the message and choose Mark as a lead or Not a lead. Let the lead rule decide undoes your choice.
Stages
Section titled “Stages”Each thread shows a stage worked out from what has happened, so you never set it by hand:
- New: a lead nobody has answered yet.
- Contacted: you’ve replied or spoken to them.
- Booked: they have an appointment.
- Attended: they came to an appointment but haven’t bought yet.
- Won or Lost: the thread was closed with that outcome.
Who it’s waiting on
Section titled “Who it’s waiting on”When a customer writes and nobody has answered, the thread is waiting on you and shows in Waiting on us. Your inbox’s reply target puts a timer on it as it gets close. If a message doesn’t need an answer, choose No reply needed from the thread’s More actions menu; Needs a reply puts it back.
Chapters
Section titled “Chapters”When a customer comes back with something new after a thread was closed, a new chapter starts in the same thread. Each chapter has its own stage, outcome and what they’re interested in, and the thread shows Returning. Everything from before stays in the timeline. You can start one yourself with Start a new chapter… in More actions.
The contact panel
Section titled “The contact panel”Beside the timeline you’ll see the contact’s details, their consent for each channel, their companies, other threads you can see, and the thread’s tasks. See Contacts.