> ## 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.

# User Management

> Add team members, manage roles, and control permissions in your Thread organization

## 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).

***

## Accessing 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.

<Info>
  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.
</Info>

***

## Adding Team Members

### Automatic Team Formation

When someone signs up with an email matching your organization's domain:

1. Thread automatically adds them to your organization
2. They receive **User** role by default
3. No admin action required

**Example:** If your org domain is `acme.com`, anyone signing up with `@acme.com` email joins automatically.

### Promoting Users to Admin

To give someone admin access:

<Steps>
  <Step title="Find the User">
    Locate them in the User Management table.
  </Step>

  <Step title="Click Role Dropdown">
    Click on their current role (shows "User").
  </Step>

  <Step title="Select Admin">
    Choose **Admin** from the dropdown.
  </Step>

  <Step title="Confirm">
    Confirm the role change. They'll have admin access immediately.
  </Step>
</Steps>

<Warning>
  Be careful when granting admin access. Admins can modify templates, workflows, and organization settings.
</Warning>

***

## 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:

<Steps>
  <Step title="Find the Admin">
    Locate them in the User Management table.
  </Step>

  <Step title="Click Role Dropdown">
    Click on their current role (shows "Admin").
  </Step>

  <Step title="Select User">
    Choose **User** from the dropdown.
  </Step>

  <Step title="Confirm">
    Confirm the change. Their access is reduced immediately.
  </Step>
</Steps>

<Warning>
  You cannot demote yourself if you're the only admin. Ensure at least one other admin exists first.
</Warning>

***

## Removing Users

Currently, users cannot be fully removed from an organization. However, you can:

1. **Demote to User** - Remove admin privileges
2. **Contact Support** - For complete removal, contact [team@thread.app](mailto:team@thread.app)

<Info>
  User removal functionality is coming soon. For now, demoting to User role effectively removes administrative access.
</Info>

***

## Best Practices

### Admin Count

<CardGroup cols={2}>
  <Card title="Minimum 2 Admins" icon="shield-check">
    Always have at least 2 admins to prevent lockout if someone leaves
  </Card>

  <Card title="Limit Admin Access" icon="lock">
    Only grant admin to those who need to configure templates or settings
  </Card>
</CardGroup>

### 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

<Steps>
  <Step title="Share Signup Link">
    Direct them to sign up at your Thread URL with their work email.
  </Step>

  <Step title="Verify They Appear">
    Check User Management to confirm they've joined.
  </Step>

  <Step title="Adjust Role If Needed">
    Promote to Admin if they need elevated access.
  </Step>

  <Step title="Assign Accounts">
    Assign relevant accounts to them as their CSM.
  </Step>
</Steps>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="User Can't See User Management">
    **Cause:** They have User role, not Admin.

    **Solution:** Have an existing admin promote them if they need access.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

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

***

## What's Next?

<CardGroup cols={2}>
  <Card title="Organization Settings" icon="building" href="/admin-guide/organization-settings">
    Configure organization-wide settings
  </Card>

  <Card title="Handoff Configuration" icon="file-edit" href="/admin-guide/handoff-configuration">
    Set up handoff forms for AEs
  </Card>
</CardGroup>