Overview
User management allows admins to control who has access to Thread and what they can do. Thread uses a simple two-role system: Admin and User (CSM). [SCREENSHOT: User management table showing team members] Caption: The user management page shows all team members with their roles and statusAccessing User Management
Navigate to User Management from the main navigation. Only users with admin role can access this page.Understanding Roles
Admin Role
Admins have full access to Thread:| Capability | Admin | User (CSM) |
|---|---|---|
| View accounts | ✅ | ✅ |
| Edit accounts | ✅ | ✅ |
| Execute actions | ✅ | ✅ |
| Process queue items | ✅ | ✅ |
| Create templates | ✅ | ❌ |
| Edit templates | ✅ | ❌ |
| Create workflows | ✅ | ❌ |
| Edit workflows | ✅ | ❌ |
| Manage users | ✅ | ❌ |
| Organization settings | ✅ | ❌ |
| Handoff configuration | ✅ | ❌ |
| Branding | ✅ | ❌ |
User Role (CSM)
Users (also called CSMs) can work with accounts and execute actions, but cannot configure templates, workflows, or organization settings.The first person who signs up for an organization automatically becomes an admin. Subsequent users joining via the same email domain become users by default.
Adding Team Members
Automatic Team Formation
When someone signs up with an email matching your organization’s domain:- Thread automatically adds them to your organization
- They receive User role by default
- No admin action required
acme.com, anyone signing up with @acme.com email joins automatically.
Promoting Users to Admin
To give someone admin access:
[SCREENSHOT: Role dropdown showing Admin and User options]
Caption: Change roles with the dropdown menu
Viewing User Information
The user management table shows:| Column | Description |
|---|---|
| User | Name and email (with avatar) |
| Role | Admin or User |
| Joined | When they joined the organization |
| Last Active | Most recent login |
User Status
- Active - User has logged in recently
- Inactive - User hasn’t logged in for 30+ days
- Never logged in - User was added but hasn’t signed in yet
Demoting Admins
To change an admin back to a regular user:Removing Users
Currently, users cannot be fully removed from an organization. However, you can:- Demote to User - Remove admin privileges
- Contact Support - For complete removal, contact team@thread.app
User removal functionality is coming soon. For now, demoting to User role effectively removes administrative access.
Best Practices
Admin Count
Minimum 2 Admins
Always have at least 2 admins to prevent lockout if someone leaves
Limit Admin Access
Only grant admin to those who need to configure templates or settings
Role Assignment Guidelines
| Team Member | Recommended Role | Reasoning |
|---|---|---|
| CS Leader/Manager | Admin | Needs to configure templates and workflows |
| Senior CSM | User (or Admin) | Usually just needs account access |
| CSM | User | Standard account management |
| Ops Team Member | Admin | Often configures templates and integrations |
| AE | User | Only needs queue access for handoffs |
Onboarding New Team Members
Troubleshooting
User Can't See User Management
User Can't See User Management
Cause: They have User role, not Admin.Solution: Have an existing admin promote them if they need access.
New Signup Didn't Join Org
New Signup Didn't Join Org
Cause: Their email domain doesn’t match your organization’s domain.Solution: Verify they used their work email (e.g.,
@yourcompany.com), not a personal email.Can't Demote the Only Admin
Can't Demote the Only Admin
Cause: You’re the only admin in the organization.Solution: Promote another user to admin first, then demote yourself.
User Shows 'Never Logged In'
User Shows 'Never Logged In'
Cause: They signed up but haven’t completed email verification or first login.Solution: Have them check their email for verification link and complete signup.