Inbox overview

The Inbox is where you supervise everything your guides, Motions, and workflows are doing. Every item that needs a human’s attention, awareness, or decision lands here: an agent paused for your OK, a run that failed, a customer who replied in the portal, a milestone that verified. You act on items without leaving the page — approve, dismiss, snooze, reassign — and the list stays current in real time. The Inbox is available to every member of your org, not just admins. It replaced the old Work Queue as the one triage surface.

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What lands here

Every item belongs to exactly one category:

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The digest sections

The list isn’t a flat feed. Items group into sections ordered by what deserves your attention first:

• Needs you — items waiting on your action, most urgent first: overdue items, then pending approvals, then everything else with a deadline. Urgent items carry a short due clock; other action-needed items get a looser one, and the chip counts down on the row.
• Wins — verified positive outcomes: motions completed, milestones met, guide wins. Clear them when you’ve seen them.
• Waiting on external — approvals you’ve delegated to someone outside Thread. Each row shows who it’s waiting on. See External approvals.
• Coming up — items on your radar that aren’t due yet.

Below the sections, a Watching roll-up collapses low-signal ambient activity (agent FYIs, agents waiting on a customer) into one line per account, so background noise never floods the triage list. Each section header shows its count and can be collapsed; your preference sticks between visits. Prefer a flat list? A sort menu switches from the default Smart grouping to Newest first, Oldest first, By account, or By category.

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The left rail

The rail on the left is your navigation:

• Saved views — four built-ins (All open, My approvals, Overdue, Due today) plus any views you save yourself. See Working the Inbox for creating and managing them.
• Categories — the five categories above, each with an exact live count for your current scope. Click one to narrow the list.

Filters also live in the URL, so a filtered view can be bookmarked or shared with a teammate — they’ll see the same slice (scoped to what they’re allowed to see).

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Your items or the whole org

By default the Inbox shows Mine — items assigned to you or your team pool. Org admins get a scope toggle in the header:

• Mine — your own triage list.
• Entire org — every open item across the org, read-only on other people’s rows. An admin browsing org-wide can see a teammate’s item, assign it to themselves, or resolve/dismiss/escalate it on the teammate’s behalf (with a mandatory note, for the audit trail) — but never approve or reject in their place. Decisions stay with the owner.

Non-admins always see their own scope; the server enforces this independently of the toggle.

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The stats strip

A strip of live numbers sits above the list:

• Open items — everything currently open in your scope.
• Overdue — open items past their due time.
• Aged > 7d — open items older than a week (your “is anything rotting?” number).
• SLA hit rate (30d) — the share of items over the last 30 days handled inside their window.

Everyone sees these for their own items. In the Entire org scope, admins see the org-wide versions plus a workload tab — a per-person table of open and overdue counts, useful for spotting an overloaded teammate before reassigning work.

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History shelves

Three collapsed shelves keep recent history one click away without cluttering the live list:

• Snoozed — items you’ve deferred, with when they’ll return.
• Cleared today — everything resolved or dismissed today. Reversible clears offer Restore to inbox.
• Resolved (last 30d) — a read-only 30-day audit trail. Opening a row shows what happened; it never offers actions on settled work.

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Next steps