C
Cody Muncy
### Summary
Add visibility of contact types (VIP, Standard, etc.) directly within the Thread Inbox interface to improve response prioritization and customer service efficiency.
### Current Situation
Currently, Thread users must navigate away from the inbox to ConnectWise PSA to identify a contact's type or VIP status. This creates workflow inefficiencies and potential delays in responding to high-priority contacts.
### Proposed Enhancement
Display the contact type designation from ConnectWise PSA directly in the Thread Inbox, ideally as:
  • A visual indicator (badge, icon, or color coding) next to the contact name
  • A column in the inbox list view showing contact type
  • A prominent field in the conversation header
### Business Value
  • Improved Response Times
    : Instantly identify and prioritize VIP contacts without leaving Thread
  • Enhanced Customer Service
    : Ensure high-value clients receive appropriate attention levels
  • Increased Efficiency
    : Eliminate context switching between Thread and ConnectWise PSA
  • Better Team Awareness
    : All team members can immediately recognize contact importance
### Use Cases
  1. Support team receives multiple tickets and needs to quickly identify which are from VIP clients
  2. New team members handling inbox can appropriately prioritize without memorizing client names
  3. During high-volume periods, managers can ensure VIP requests aren't overlooked
  4. Automated routing rules could potentially leverage contact type for specialized handling
### Technical Considerations
The contact type data already exists in ConnectWise PSA and should be accessible via existing API integration. This would be a display enhancement rather than requiring new data synchronization.