Routing and Metadata

Thread routing in ThinkWork is driven by the thread record plus its channel-specific metadata.

Metadata as routing context

Threads carry a metadata JSON field for source-specific details.

Examples include:

• EMAIL: fromAddress, toAddress, subject, messageId, inReplyTo
• SLACK: channelId, messageTs, teamId, userId
• GITHUB: repoFullName, issueNumber, eventType

That metadata is available in the thread record and can be included in agent context.

Why metadata matters

Metadata lets ThinkWork keep one thread model while still preserving where the work came from.

It supports patterns like:

• replying back to the correct Slack thread
• linking an answer to the right GitHub issue
• distinguishing inbound email from an internal automation run
• tailoring behavior based on source channel

Routing model

At a high level, routing follows this shape:

Inbound message or event
  → thread created or updated
  → channel + metadata captured
  → agent selected
  → context assembled
  → response written back to the thread

Connector-originated work uses the same thread path as direct user work. That keeps auditability and downstream automation behavior consistent.

Related pages

• Threads Overview
• Lifecycle and Types
• Connectors