Work with customer conversations

Threads is the shared inbox where your team reads customer messages, coordinates ownership, and sends replies across connected channels.

This is the basic path a customer message follows through Protodesk.

flowchart LR
  Customer[Customer] --> Channel[Connected channel]
  Channel --> Threads[Threads]
  Threads --> Teammate[Assigned teammate]
  Teammate --> Reply[Customer reply]

Open a conversation

1. Select Threads in the main navigation.
2. Choose a conversation from the list.
3. Read the recent messages before replying.
4. Open the customer or conversation details when you need more context.

Protodesk marks the conversation as read when you open it. Other teammates can see changes such as assignment and status updates.

Reply to the customer

1. Write your response in the reply box.
2. Add an attachment when the customer needs a file or image.
3. Review the destination channel and the message text.
4. Select Send.

If the channel reports a delivery failure, review the delivery status and retry only after correcting the underlying problem.

Add an internal note

Switch the composer to Note when you need to leave private context for your team. Internal notes are not sent to the customer. You can mention a teammate in a note when their attention is required.

Always confirm that the composer is in the correct mode before sending sensitive internal context.

Complete the conversation

Resolve a conversation when the customer's request is complete and no further action is expected. If you need to return later, use Snooze or Remind me later instead of leaving the next step unclear.

If the customer replies after resolution, Protodesk can return the conversation to active work so your team can continue from the existing history.