> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thread.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Handoff Configuration

> Create and manage handoff templates that capture critical context from Account Executives

## 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.

***

## Accessing 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:

1. **Captures deal context** from the AE who closed the deal
2. **Standardizes information** so CSMs get consistent data
3. **Enables AI suggestions** that pre-fill answers based on CRM data
4. **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:

<Steps>
  <Step title="Click Create Template">
    Navigate to **Handoff Templates** → **Create Template**.
  </Step>

  <Step title="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"
  </Step>

  <Step title="Generate Questions">
    Click **"Generate with AI"**. Thread creates relevant questions based on your description.
  </Step>

  <Step title="Review and Edit">
    Review generated questions. Add, remove, or modify as needed.
  </Step>

  <Step title="Save Template">
    Click **"Save"** to finalize the template.
  </Step>
</Steps>

### Option 2: Manual Creation

<Steps>
  <Step title="Click Create Template">
    Navigate to **Handoff Templates** → **Create Template**.
  </Step>

  <Step title="Enter Template Details">
    Set the template name and description.
  </Step>

  <Step title="Add Questions">
    Click **"Add Question"** for each question you need.
  </Step>

  <Step title="Configure Each Question">
    Set the question text, field type, and whether it's required.
  </Step>

  <Step title="Reorder If Needed">
    Drag questions to arrange them in logical order.
  </Step>

  <Step title="Save Template">
    Click **"Save"** to finalize.
  </Step>
</Steps>

***

## Question Types

### Text

Single-line text input for short answers.

**Best for:**

* Customer's primary contact name
* Specific product interests
* Deal source

**Example:** "Who is the primary champion at the customer?"

### Textarea

Multi-line text for longer responses.

**Best for:**

* Deal summary
* Customer goals
* Known risks or concerns
* Implementation context

**Example:** "Describe the customer's primary use case and success criteria."

### Multiple Choice

Select one or more predefined options.

**Best for:**

* Customer segment
* Product tier
* Industry vertical
* Implementation complexity

**Example:** "What is the customer's primary industry?" with options like "Technology", "Healthcare", "Finance", etc.

### Yes/No

Simple binary choice.

**Best for:**

* Feature requirements
* Risk flags
* Qualification criteria

**Example:** "Does the customer have dedicated IT resources for implementation?"

***

## Editing Questions

### Modifying Question Text

<Steps>
  <Step title="Open Template">
    Click on the template to edit.
  </Step>

  <Step title="Click Question Text">
    Click directly on the question text to edit inline.
  </Step>

  <Step title="Save Changes">
    Changes auto-save as you type.
  </Step>
</Steps>

### Changing Field Type

Once created, field types cannot be changed. To change a question's type:

1. Delete the existing question
2. Create a new question with the desired type

<Warning>
  Changing field types on templates that are already in use may cause data inconsistency. Create a new template instead.
</Warning>

### 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.

<Warning>
  Deleting questions from a template doesn't affect already-submitted handoffs. Historical data is preserved.
</Warning>

***

## 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

**Recommendation:** Keep required questions to essential information only. Too many required fields slows down handoffs.

***

## AI Answer Suggestions

When AEs fill out handoff forms, Thread can suggest answers based on CRM data:

### How It Works

1. **CRM data extracted** when account is created
2. **AI analyzes context** - deal notes, company info, contacts
3. **Suggestions generated** for each question
4. **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

<Tip>
  Encourage AEs to keep detailed notes in your CRM. Better CRM data = better AI suggestions.
</Tip>

***

## Template Versioning

When you modify a handoff template:

* **New accounts** get the updated questions
* **Existing handoffs** keep their original questions
* **Historical data** is preserved

This ensures consistency - handoffs submitted with the old version remain intact.

***

## 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:

1. Add a **Handoff Form** node to your workflow
2. Select the appropriate template
3. Template is used when workflow reaches that node

***

## Best Practices

### Question Design

<CardGroup cols={2}>
  <Card title="Be Specific" icon="crosshairs">
    "What are the customer's top 3 goals?" beats "Tell me about the customer"
  </Card>

  <Card title="Keep It Focused" icon="bullseye">
    5-10 questions is ideal. More leads to rushed, low-quality answers
  </Card>

  <Card title="Match Your Process" icon="route">
    Questions should map to your onboarding approach
  </Card>

  <Card title="Consider AI" icon="sparkles">
    Frame questions that AI can help answer from CRM data
  </Card>
</CardGroup>

### Recommended Questions

Most handoff templates should include:

1. **Primary use case** - What problem is the customer solving?
2. **Success criteria** - How will they measure success?
3. **Key stakeholders** - Who are the decision makers and champions?
4. **Timeline expectations** - Any deadlines or urgency?
5. **Known risks** - What could derail the implementation?
6. **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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

***

## What's Next?

<CardGroup cols={2}>
  <Card title="Handoff Process" icon="arrow-right" href="/csm-guide/accounts/handoff-process">
    Learn how handoffs work for CSMs
  </Card>

  <Card title="Workflows" icon="diagram-project" href="/csm-guide/workflows/overview">
    Configure workflows to use handoff templates
  </Card>
</CardGroup>