Thread
A thread is the connected sequence of messages between a business and a contact about a particular topic. In messaging it usually refers to the complete conversation history of a contact on one channel — including replies, status changes, and handoffs.
What is a thread?
A thread is the chronological sequence of all messages between a contact and your business that belong together — thematically or organizationally. In email you know the term as a "reply chain." In messaging, it usually means the entire conversation history of a contact.
Thread models
Different platforms treat threads differently:
| Platform | Thread logic |
|---|---|
| Thread by subject/header. Each recipient can fork their own thread. | |
| WhatsApp/Telegram/Messenger | A single rolling thread per contact — no branching. |
| Slack/Discord | Sub-threads inside a channel — replies group together. |
| Helpdesk systems | Ticket threads per case — one contact can have multiple open threads. |
Conversation vs. thread
The terms get used interchangeably but can be distinguished:
- Conversation: The active, "open" dialogue — usually with a status like "open," "waiting," "closed."
- Thread: The archived, complete history — even closed conversations remain part of the thread.
In most SMB tools, "thread" = "complete history of a contact on one channel" and "conversation" = the current work state.
Threads in the unified inbox
A unified inbox renders threads across channels:
- Left column: all contacts with their latest messages, sorted by activity.
- Middle column: the selected thread — all messages chronologically, with a channel marker per message.
- Right column: contact profile, tags, custom fields, notes.
The strength of cross-channel threads: an agent sees yesterday's WhatsApp question and last week's email together — without opening two tools.
Thread safety mechanics
- Per-thread assignment: A thread can be assigned to an agent — others can see it but can't reply without handoff.
- Lock during editing: Prevents two agents from typing in the same thread simultaneously.
- Internal notes: Visible inside the thread but not to the contact — a bridge between team chat and customer communication.
- Audit log: Every status change, handoff, tag change is recorded.
Thread lifecycle at SendSeven
In the SendSeven model, every thread moves through these lifecycle stages:
- Open: Active conversation, awaiting reply or action.
- Pending: Reply sent, waiting on the contact.
- Resolved: Handling complete, but reopens if the contact writes again.
- Closed: Definitively wrapped — reopening creates a continuation of the existing thread, not a new one.
The full thread history stays in the contact profile and is retrievable via the REST API — even years later.