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What is a thread

A thread is an internal discussion attached to one item in a conversation: a call, a text message, or an internal note. A call needs a second opinion, a message needs a follow-up, so you open a thread right on it instead of pasting a screenshot into a chat somewhere else. Threads are team-only. The contact never sees them, and they are never sent to anyone outside your workspace. Available on: the web and desktop apps. Coming soon to mobile. Who can use them: anyone with access to the conversation.

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Start a thread

1

Open the conversation

Go to Conversations and select the contact.
2

Hover the call or the message

A thread button appears next to the timestamp. Its tooltip reads Start a thread, or Open thread when one already exists.
3

Write your comment

The composer opens right underneath the item, with Threads are only visible to your team under it.
4

Send

Press Enter to post. Use Shift + Enter for a line break.
An item carries at most one thread, and the thread only exists once you post the first comment. If you open the composer and change your mind, nothing is created. Once posted, the thread collapses into a compact card under the item showing the comment count, the participants and the time of the last activity. Click it to open the discussion again.

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Mention a teammate

Type @ in the composer to bring up your team, then pick the person you need. @all mentions everyone in the workspace. The teammate you mention gets a notification that takes them straight to the call or message, so they read your question with the recording, the summary and the whole conversation in front of them. Replies in a thread you take part in notify you the same way. Everything else stays quiet: when someone else starts or resolves a thread on your line, the badges update without a sound or a notification. A comment can be up to 4000 characters.

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Reply, edit, resolve

Reply

Answer from the Reply internally… field at the bottom of the open thread

Edit

Edit your own comments in place. An edited comment is marked edited

Resolve

Mark the discussion as handled with the check icon on the thread header
A resolved thread reads Thread resolved and shows who resolved it and when. It stays on the call, so you can read it later or Reopen it if the situation changes. Anyone with access to the conversation can resolve or reopen a thread, and doing so notifies nobody. Replying to a resolved thread leaves it resolved.

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Where you can start a thread

Conversations

On any call, text message or internal note in the timeline

Calls

Hover a row and use the thread action. The conversation preview opens with the thread ready

Call summary

The thread sits in the bottom-right corner of the summary page

Teammate conversations

Your internal conversations with teammates carry threads too

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Good to know

  • One thread at a time. Opening a thread minimizes the one that was open. Pressing Escape, or clicking outside the card, closes it.
  • Your draft is kept. Close a thread mid-sentence and the card shows 1 draft. Your text is still there when you come back.
  • Unread comments show a dot on the thread card. Opening the thread clears it, and it never changes whether the conversation itself is marked as read.