What is a Thread?

In Emson, threads are used to track customer service requests. Threads belong to an inbox. Your system will have one or more inboxes. The first time a customer contacts you or your company about something, Emson creates a new thread.

Each message sent between you and the customer is added to that thread until the issue is resolved and the customer is happy, and the thread is finally closed.

Note

In it’s simplest definition a thread is a bunch of messages between you and a customer about a single issue.

Thread Attributes

Threads belong to an inbox. Threads have attributes associated with them to make them easier to manage. For example, threads have a customer and an agent (optional); they can be new, pending or closed; they can be organised with tags; and they can be flagged as low, medium, high or urgent priority.

All of these attributes can be changed at any time. Each setting is explained in detail here, but for the time being, let’s go over the two most important ones:

Assigned User (optional)

The agent currently assigned to (i.e., responsible for) the thread.

State

Is the customer still waiting on an answer (new), is someone working on the issue (pending) or has the thread been resolved (closed)?