What is Comment Threading?
Comment threading automatically groups together consecutive messages from the same sender when they're sent within a specified time window. For example, if a customer sends multiple messages in quick succession, or if an agent provides several updates in a row, these will be grouped together for better readability.
Admin Only: Configuring Comment Threading
Comment threading settings can only be configured by MaestroQA Admins.
Navigate to Settings > Feature Toggles
Find the "Enable threaded comments" option
Check or uncheck the box to enable/disable the feature
Set your preferred "Max time to thread comments" value:
Minimum: 0 minutes (disables threading)
Maximum: 90 minutes
How Threading Works
Messages are only grouped if they're from the same sender (e.g., same customer or same agent)
Messages from different senders are never grouped together, preserving the natural flow of conversation
When set to 0 minutes: Each message appears separately, with no threading
When set to any value between 1-90 minutes: Messages from the same sender will be grouped if sent within your specified timeframe
Examples:
If a customer sends three messages within 5 minutes, they'll be grouped together
If an agent responds with multiple updates but are not within the Comment Threading time window, those messages will not be grouped
Messages between the customer and agent will always remain separate, making it clear who said what and when
Tips
Choose a shorter duration (1-5 minutes) for more granular message grouping
Use longer durations (15-90 minutes) if you want to group messages across longer work sessions
Set to 0 minutes if you prefer to see each message individually
Consider your team's SLA requirements when setting threading duration to help highlight if agents are following up with customers within the required time window