INTERNAL NOTE · ALEX
Roof is near the end of its useful life. Keep the answer focused on the report language.
MessageNotifications On
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Email, SMS, MMS, chat, and private team notes live in one helpdesk. Open a thread and the customer, inspection history, ownership, priority, and response clock are already there.
Roof is near the end of its useful life. Keep the answer focused on the report language.
Write your response...
Illustrative thread based on the implemented message, internal note, customer context, assignment, inspection link, and SLA controls.
An inbound customer message opens the thread and puts the work back on your team. A staff reply moves it to Waiting. Read state, ownership, priority, and SLA status remain separate, so the queue reflects what is actually happening.
Illustrative inbox based on the implemented folders, channels, statuses, departments, assignments, search, and bulk actions.
A thread can be connected to a customer or agent and linked to one or more inspections. Start the conversation from an inspection, or open it from the global inbox. The relationship stays with the thread.
Illustrative context panel based on implemented contact attribution and multi-inspection linking.
Send a thread to a department, assign the people responsible, add observers, leave a private note, and preserve the entire customer-visible history. Permissions control who can reply, assign, moderate, manage SLA rules, or change settings.
Route work into Customer Service, Scheduling, or the departments your organization creates.
Assign the team members responsible for the reply and keep other stakeholders watching the thread.
Internal notes sit in the message stream, stay private, and do not change who the thread is waiting on.
Set low through urgent priority, add color-coded tags, and star threads without changing another user’s view.
Configure first-response and resolution targets for all four priority levels. Threads warns at 75 percent, marks a breach, and can escalate priority, notify managers, reassign the work, or transfer departments.
Illustrative SLA settings using the four implemented default tiers and escalation behavior. Every target and tier label can be edited.
Known contacts reconnect to their conversation. Unknown numbers and numbers shared by multiple contacts enter an unattributed thread, where your team can review likely matches, search contacts, or create a new customer.
Inbound from (407) 555-0198 · multiple customers share this number.
LIKELY CANDIDATESReceive text and image attachments in the same thread. Outbound images are prepared for MMS delivery.
Thread addresses and standard reply headers reconnect inbound email to the existing conversation.
SMS opt-outs block the reply composer. Mark spam, ban a contact temporarily or permanently, restore threads from Trash, and keep an audit trail.
Merge threads or collapse separate conversations from the same number into one surviving history.
Threads exposes ten events to the Automations system. Send through email or SMS to the thread customer, assignee, or observers when the conversation changes in a way your business cares about.
Choose the inactivity window and warning lead time. The warning and closure fire automation events, so your organization decides what message should go out.
Explore AutomationsOutbound messages retain delivery state, timestamps, provider events, and failure details. Quoted email history collapses out of the way. Attachments remain with the message that carried them.
Illustrative delivery timeline based on the implemented email and SMS delivery states and provider event history.
Give your team the history, customer context, inspection links, ownership, delivery record, and response standard before they write the reply.