Channels & threads

Packr keeps your messaging in context. Brand channels hold ongoing conversation for a brand, and threads attach a focused conversation to a specific order, inbound shipment, or task. This page is for everyone who works in a workspace, whether you're on the 3PL operations side or a brand user.

Who is this for?

Everyone. Reading and replying to channels and threads is available to all roles. You only ever see conversations for brands assigned to you.

Overview

Packr has two kinds of conversations:

  • Brand channels — ongoing messaging for a brand. Every brand has a General channel, and your workspace can add more named channels for specific topics.
  • Threads — a conversation pinned to one record: an order, an inbound shipment, or a task. A thread keeps questions and updates right next to the thing they're about.

You only see channels and threads for brands assigned to you. In Packr a brand is sometimes labeled a Group on the Directory screen, but channels and threads always refer to it as a brand.

Screenshot: An order with its thread conversation open. (pending capture)

Start a thread on an order, shipment, or task

A thread lives on the detail page for the record. When no thread exists yet, you see a No thread yet panel with a button to start one.

  1. Open the order, inbound shipment, or task you want to discuss.
  2. In the conversation area, select Create thread (or Convert to thread, depending on the page).
  3. In the participants picker, choose who should get notifications by default, then confirm.
  4. Packr asks Announce new thread? — choose Send to post a heads-up in the brand's General channel, or Don't send to skip it.

Once created, the thread opens and everyone with access to that brand can take part.

Note

Starting a thread is a permissioned action. If you don't see Create thread, your role doesn't allow creating threads — ask a workspace admin or operator to start it. A brand must also be assigned to the record before a thread can be created.

Screenshot: The "No thread yet" state with Create thread. (pending capture)

Open and reply to a thread

How a thread appears depends on your screen size, but replying works the same way in both.

On desktop, the thread shows as an inline conversation on the record's detail page. Type your message in the box at the bottom and send it.

On mobile, the thread collapses into a compact Open thread tile labeled "Tap to view conversation." Tap it to open the conversation full screen, then reply and close it when you're done.

In any thread you can also:

  • Upload a file to attach a document or image to your message.
  • Share a task to drop a task card into the conversation.

Replies are visible to everyone with access to the brand, so the whole team stays on the same page.

Screenshot: The mobile "Open thread" tile. (pending capture)

Find your brand channels

Brand channels are the ongoing conversations for a brand, separate from any record-specific thread. You reach them from the Brand Work Desk (its nav label is Home), where each brand you can access has its General channel plus any extra named channels your workspace has set up.

  • The General channel is always present for a brand.
  • Extra named channels can be added for specific topics and can be archived when they're no longer needed.

Operators

Adding or archiving extra brand channels is a workspace setup task handled by 3PL operators and admins. Most brand users simply use the General channel and any channels that have been shared with them.

Tips

Tip

Use a thread when the conversation is about one record (a single order, shipment, or task) so the discussion stays attached to it. Use a brand channel for general, ongoing back-and-forth that isn't tied to one record.

Tip

When you create a thread, choose Send on the Announce new thread? prompt so brand members see in the General channel that the thread exists. They can jump straight in from there.

Common questions

How do I start a thread on an order? Open the order's detail page and select Create thread (or Convert to thread). Pick who gets notifications, confirm, then choose whether to Send an announcement in the brand's General channel. See Start a thread on an order, shipment, or task.

What's the difference between a note and a thread? A thread is a two-way conversation attached to a record that everyone with brand access can reply to. A note is a written annotation you leave on a record. Use a thread to talk it through; use a note to record information.

Where are my brand channels? Brand channels live in the Brand Work Desk (nav label Home), one set per brand you can access. You only see channels for brands assigned to you.

Why can't I see a thread or channel? You can only see conversations for brands assigned to you. If a thread or channel is missing, you likely don't have access to that brand — check with a workspace admin. See Following and mutes if you're seeing too many or too few notifications.

Which records can have a thread? Threads attach to orders, inbound shipments, and tasks. You start one from that record's detail page.