> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thread.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Inbox overview
> The Inbox is the single place where everything that needs a human lands — approvals, exceptions, customer replies, wins, and mentions.
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.
## What lands here
Every item belongs to exactly one category:
| Category | What it means |
| ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| **Approvals** | An agent paused and is waiting for a human OK — a drafted email, a proposed CRM write, a stage advance. |
| **Exceptions** | Something is stuck and needs intervention — a blocked agent, a failed run, a stalled milestone, a customer who went quiet past their SLA. |
| **Notifications** | Something happened that you should know about — work an agent completed, a milestone met, a guide's verified win. |
| **Alerts** | A risk signal tripped — for example, an account health drop. |
| **Mentions** | An inbound human ask — a customer responded or asked a question in the portal. |
An approval that goes undecided past its deadline doesn't disappear — it re-surfaces as an
**exception**, so a missed decision stays loud instead of quietly expiring.
## 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](/inbox/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**.
## 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](/inbox/triage) 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).
## 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.
## 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.
## 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.
## Next steps
The detail pane, deciding approvals in place, dismissing, reassigning, and saved views.
Send an approval to someone outside Thread with a no-login link.