1. Before choosing the option "agents' responses are sent to the thread", it is better to agree with your customers in advance that each question should be fully described within one message. If your customers are used to writing several words in each message and sending them one after another (Hi + I have a question + ... + what should I do?), using logic with threads will not suit you, since different chats are created for each message, which cannot be merged.
2. When the option "agents' responses are sent to the thread" is selected in the bot settings and separate chats are created for each user message,
the logic for splitting chats into different cases continues to work in the agent's chat, that is, if necessary, the agent can detach some messages in a separate chat.
3. If the "agents' responses are sent to the thread" option is selected in the bot settings and the bot is added to the Slack channel, separate chats are created for each message in the channel mentioning the bot, and agent responses are sent to the threads of these messages. At the same time, different users can write within a thread, and all such messages are displayed in one chat in Deskie. That is,
group communication also works in threads.