Overview
Handoff templates define the questions AEs answer when passing accounts to CSMs. Well-designed handoff questions ensure CSMs have the context they need to deliver excellent onboarding. [SCREENSHOT: Handoff templates list page] Caption: Manage multiple handoff templates for different customer segments or use casesAccessing Handoff Configuration
Navigate to Handoff Templates from the main navigation. Only users with admin role can manage handoff templates.Understanding Handoff Templates
What Is a Handoff Template?
A handoff template is a structured form that:- Captures deal context from the AE who closed the deal
- Standardizes information so CSMs get consistent data
- Enables AI suggestions that pre-fill answers based on CRM data
- Includes CSM assignment so the AE specifies who should handle the account
Template Components
| Component | Description |
|---|---|
| Name | Template identifier (e.g., “Enterprise Handoff”, “SMB Quick Handoff”) |
| Description | What this template is for |
| Questions | Ordered list of questions with field types |
Creating a Handoff Template
Option 1: AI-Generated Template
Thread can generate questions based on your business context:Describe Your Needs
Enter a description of what information you need from AEs. For example:
- “Enterprise SaaS deals with complex integrations”
- “SMB self-serve customers with quick onboarding”
Generate Questions
Click “Generate with AI”. Thread creates relevant questions based on your description.
Option 2: Manual Creation
Question Types
Text
Single-line text input for short answers. Best for:- Customer’s primary contact name
- Specific product interests
- Deal source
Textarea
Multi-line text for longer responses. Best for:- Deal summary
- Customer goals
- Known risks or concerns
- Implementation context
Multiple Choice
Select one or more predefined options. Best for:- Customer segment
- Product tier
- Industry vertical
- Implementation complexity
Yes/No
Simple binary choice. Best for:- Feature requirements
- Risk flags
- Qualification criteria
Editing Questions
Modifying Question Text
Changing Field Type
Once created, field types cannot be changed. To change a question’s type:- Delete the existing question
- Create a new question with the desired type
Reordering Questions
Drag questions using the handle on the left to reorder. Questions appear to AEs in the order shown.Deleting Questions
Click the trash icon on a question to delete it. Confirm the deletion when prompted.Required vs Optional Questions
Mark questions as required to ensure AEs provide critical information:- Required - AE cannot submit without answering
- Optional - AE can skip if information isn’t available
AI Answer Suggestions
When AEs fill out handoff forms, Thread can suggest answers based on CRM data:How It Works
- CRM data extracted when account is created
- AI analyzes context - deal notes, company info, contacts
- Suggestions generated for each question
- AE reviews and edits before submitting
Enabling AI Suggestions
AI suggestions are enabled by default for all handoff templates. The quality of suggestions depends on:- Amount of data in CRM
- Deal notes and descriptions
- Contact information
- Company profile data
Template Versioning
When you modify a handoff template:- New accounts get the updated questions
- Existing handoffs keep their original questions
- Historical data is preserved
Using Multiple Templates
Create different templates for different scenarios:| Template | Use Case |
|---|---|
| Enterprise Handoff | Complex deals with custom requirements |
| SMB Quick Handoff | Simpler deals with standard onboarding |
| Partner Handoff | Deals coming through partners |
| Renewal Handoff | Existing customers expanding or renewing |
Selecting Templates in Workflows
Workflows can specify which handoff template to use:- Add a Handoff Form node to your workflow
- Select the appropriate template
- Template is used when workflow reaches that node
Best Practices
Question Design
Be Specific
“What are the customer’s top 3 goals?” beats “Tell me about the customer”
Keep It Focused
5-10 questions is ideal. More leads to rushed, low-quality answers
Match Your Process
Questions should map to your onboarding approach
Consider AI
Frame questions that AI can help answer from CRM data
Recommended Questions
Most handoff templates should include:- Primary use case - What problem is the customer solving?
- Success criteria - How will they measure success?
- Key stakeholders - Who are the decision makers and champions?
- Timeline expectations - Any deadlines or urgency?
- Known risks - What could derail the implementation?
- Technical requirements - Integrations, data migrations, etc.
What to Avoid
- ❌ Questions answered in CRM (duplicate data entry)
- ❌ Yes/No when you need context (use textarea instead)
- ❌ Too many required fields
- ❌ Vague questions that get vague answers
Troubleshooting
AE Can't Find Handoff Form
AE Can't Find Handoff Form
Cause: They may not have the handoff link.Solution: Handoff links are sent via email when accounts are created. Check if the email was sent and received.
AI Suggestions Are Low Quality
AI Suggestions Are Low Quality
Cause: Insufficient data in CRM.Solution: Encourage AEs to add detailed notes in CRM before closing deals. More context = better suggestions.
Wrong Template Used for Account
Wrong Template Used for Account
Cause: Template selection happens in workflow configuration.Solution: Update the workflow to use the correct handoff template, or create the account with the correct workflow.