> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Internal threads

> Move faster with internal conversations linked directly to tickets.

Internal threads in Thena give your team a focused space to collaborate on a customer ticket without disrupting the external conversation. You can keep it fully internal or optionally link it to a Slack channel for real-time collaboration.

## What are internal threads?

<Card>
  <p>✨ Internal threads live within a ticket and are meant for internal discussion. You can:</p>

  <ul className="mt-4 ml-6 space-y-2">
    <li>Loop in other teams like engineering or product.</li>
    <li>Share updates or decisions.</li>
    <li>Attach files or media.</li>
    <li>Link discussions to Slack channels.</li>
  </ul>

  <p className="mt-4">These threads are only visible to your internal team—customers never see them.</p>
</Card>

## How internal threads work

<Card>
  <p>⚙️ From Thena:</p>

  <ol className="mt-4 ml-6 space-y-2 list-decimal">
    <li>Open any ticket from your Customer support → Tickets view.</li>
    <li>Click on the Internal threads tab.</li>
    <li>Start a new thread or view existing ones.</li>
    <li>Optionally connect the thread to a Slack channel for live triage.</li>
  </ol>

  <p className="mt-4">If triage is enabled on your workspace, a default internal thread is auto-created and connected to the appropriate Slack channel.</p>
</Card>

## Connecting to Slack

<Tabs>
  <Tab title="How it works">
    <Steps>
      <Step title="Triage block posted">
        A triage block appears in the Slack channel with a summary of the customer request.
      </Step>

      <Step title="Thread becomes connected">
        The Slack thread under that triage block becomes the internal thread.
      </Step>

      <Step title="Bi-directional sync">
        You can reply in Slack or Thena—messages stay fully synced.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Smart controls">
    <div className="grid grid-cols-1 md:grid-cols-3 gap-4">
      <div className="flex flex-col items-center text-center p-3 border rounded-lg">
        <div className="text-blue-500 text-xl mb-2">🔍</div>
        <div className="font-medium mb-1">View ticket</div>
        <div className="text-sm">Open the ticket directly in Thena.</div>
      </div>

      <div className="flex flex-col items-center text-center p-3 border rounded-lg">
        <div className="text-blue-500 text-xl mb-2">📊</div>
        <div className="font-medium mb-1">See metadata</div>
        <div className="text-sm">View ticket details and context.</div>
      </div>

      <div className="flex flex-col items-center text-center p-3 border rounded-lg">
        <div className="text-blue-500 text-xl mb-2">⚡</div>
        <div className="font-medium mb-1">Take action</div>
        <div className="text-sm">Assign, resolve, or update status.</div>
      </div>
    </div>
  </Tab>
</Tabs>

## Supported features in internal threads

<CardGroup cols={2}>
  <Card title="Rich text formatting" icon="text-size">
    Format messages with bold, italic, lists, and more.
  </Card>

  <Card title="File attachments" icon="paperclip">
    Share documents and files directly in threads.
  </Card>

  <Card title="Images" icon="image">
    Include screenshots and visual references.
  </Card>

  <Card title="User mentions & notifications" icon="at">
    Tag teammates to loop them into discussions.
  </Card>

  <Card title="Editing & deleting messages" icon="pencil">
    Update or remove messages after sending.
  </Card>

  <Card title="Slack-linked threads" icon="slack">
    Connect threads to Slack for real-time collaboration.
  </Card>

  <Card title="Multiple threads per ticket" icon="layer-group">
    Create separate threads for different aspects of a ticket.
  </Card>

  <Card title="Auto-thread on triage" icon="wand-magic-sparkles">
    Automatic thread creation for triage-enabled tickets.
  </Card>
</CardGroup>

## Real-time sync with Slack

<CardGroup cols={2}>
  <Card title="Post message" icon="message">
    Send messages from either platform.
  </Card>

  <Card title="Edit message" icon="pen-to-square">
    Update messages after sending.
  </Card>

  <Card title="Delete message" icon="trash">
    Remove messages from either platform.
  </Card>

  <Card title="Attach files/images" icon="file-image">
    Share documents and visual content.
  </Card>

  <Card title="Mention users" icon="user-tag">
    Tag teammates in discussions.
  </Card>

  <Card title="Use Slack identity" icon="user-check">
    Post as yourself when authorized.
  </Card>
</CardGroup>

<Tip>
  If someone is mentioned in an internal thread, they'll receive a notification (as long as they've enabled notifications in their settings).
</Tip>

## Pro tips

<CardGroup cols={3}>
  <Card title="Triage efficiently" icon="bullseye-arrow">
    Use internal threads to handle complex issues without cluttering customer-facing messages.
  </Card>

  <Card title="Be specific" icon="folder-tree">
    Keep your Slack channel selection purposeful (e.g. #eng-bugs, #product-feedback).
  </Card>

  <Card title="Post as yourself" icon="user">
    Ensure Slack auth is enabled to maintain your identity across platforms.
  </Card>
</CardGroup>

## Use cases

<CardGroup cols={2}>
  <Card title="Cross-team collaboration" icon="people-group">
    Loop in engineering teams to troubleshoot technical issues without exposing technical details to customers.
  </Card>

  <Card title="Knowledge sharing" icon="lightbulb">
    Document solutions and workarounds for similar issues that might arise in the future.
  </Card>

  <Card title="Ticket escalation" icon="arrow-up-right-dots">
    Coordinate escalation paths and gather necessary context before transferring tickets to specialized teams.
  </Card>

  <Card title="Training and coaching" icon="graduation-cap">
    Use threads to provide feedback to team members on their customer interactions without customers seeing it.
  </Card>

  <Card title="Decision documentation" icon="clipboard-check">
    Record why certain decisions were made for future reference and accountability.
  </Card>
</CardGroup>