The Inbox is where you work through your reviews. Every review from every connected location arrives here as a Thread — and the Inbox is built so you can get to "all handled" quickly, even across many locations.
What's in a Thread
A Thread bundles everything about one piece of guest feedback: the review (text, rating, reviewer, source, location), the reply ThreadWork drafted, any edits your team made, and what was published. Open a Thread to see the full picture.
Thread statuses
Each Thread is in one of three states:
Open — there's something for you (or ThreadWork) to do: a draft to review, a reply to approve, or a reply on its way out.
Closed — the Thread is done: the reply was published, or you decided no reply is needed.
Escalated (coming soon) — something needs attention before the reply can go out (for example, a connection problem with the review source).
One editor at a time
Only one person can edit a Thread's draft reply at a time. If you open a Thread and can't make changes, check the bottom of the draft reply box — if someone else got there first, you'll see "[Name] editing now..." there. Wait until they're done, or reach out to them directly if it's urgent.
Search and filters
To work through a big Inbox, narrow it down:
Location — show one location or all.
Search — find Threads by review text, reviewer name, or location name.
Time range — last 7 days, last 30 days, last 12 months, all time, or a custom range.
More filters
Rating — for example, only 1–2★ reviews.
Replied/Unreplied only — show only reviews that haven't received a reply yet. This is the fastest way to make sure nothing slips through.
Closing and reopening Threads
When a Thread is handled, it's closed — automatically when a reply is published, or manually if you decide no reply is needed. You can reopen a closed Thread at any time if something changes. Closing and reopening are both recorded in the Activity Feed, so the team always knows who decided what - see Replying to reviews: edit, approve, publish.
Response-time indicators
If you've set a reply speed target (for example, "answer within 4 hours"), Threads show whether the target was met. Your overall hit rate appears in Insights. You can change the target in your reply rules — see Reply rules, reply speed and automation levels.