> ## Documentation Index > Fetch the complete documentation index at: https://docs.withchanneled.com/llms.txt > Use this file to discover all available pages before exploring further. # Introduction > A guide to managing threads in Channeled ## Team inbox for customer conversations Channeled automatically tracks external customer activity in connected channels. [Watch a demo of how threads are organized and managed by Channeled in Slack](https://www.loom.com/share/561119a0a4ed40febced9c36ffb564e9?sid=e3358756-ebfa-4247-a9d7-77e3bbd9237a). `Threads` are automatically captured/updated when an external customer starts a new message (e.g, new thread in Slack) or replies to an existing message. Threads are **automatically grouped** when Channeled detects similarities in topic and timing. For instance, if a specific contact posts two messages in quick succession, Channeled will detect that they're likely part of the same message, and will store them automatically as part of one `thread group`. When created or updated, threads can be accessed in the team inbox, which is configured with default views by assignee or status. Users can create additional filters/views or search to find specific threads in the inbox. #### Triaging customer threads in Slack The `live feed` in Slack provides your team a dedicated channel in Slack that operates like a unified inbox for all threads connected in Channeled. Newer installations to Channeled will set up a live feed in Slack during onboarding. If you have an older instance of Channeled, you can create a live feed channel using the steps below. #### Capturing historical threads To save threads that were created in Slack channels before Channeled was installed, you can run a bulk scan for historical channel activity, or selectively save older threads individually. Once saved, older threads are searchable and filterable within the team inbox. ## Updating threads #### Thread statuses Channeled uses 7 primary statuses to organize threads. | Status | Definition | | ------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | **New** | The default status for threads where no internal owner has responded to a customer message. | | **Waiting for Customer** | Channeled will automatically set this status to threads previously in `New` or `Open` status once internal owners have replied to a customer message. | | **Open** | Channeled will automatically set this status to threads previously in `Waiting for Customer` status once customers owners have replied to an internal user. | | **Escalated** | Threads can be manually marked `Escalated` by internal team members. | | **Snoozed** | Threads can be manually marked `Escalated` by internal team members. | | **Completed** | Threads that are closed and count towards responsiveness/resolution metrics. | | **Dismissed** | Threads that are closed and don't count towards responsiveness/resolution metrics. | You can update threads in either the live feed or web inbox. #### Routing threads Channeled can automatically route customer threads to internal channel/customer owners, along with a fallback internal owner for any customer channels that do not have a designated owner. Slack `usergroups` can be used to assign threads/channels. When `usergroups` are assigned as thread owners, Channeled uses the first user in the group at any given time for notifications/routing.