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Template Application Overview

When you create an account and select a template, Thread creates an immutable snapshot of that template’s configuration. This ensures consistency and prevents mid-flight disruptions. [SCREENSHOT: Template selection during account creation] Caption: Choose which template to apply when creating an account

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What Happens When Templates Are Applied

1

Template Snapshot Created

Thread copies the entire template configuration (JSONB) to the account.What’s copied:
  • All milestones (name, sequence, duration, descriptions)
  • All actions within milestones (type, trigger, content, config)
  • Portal visibility settings
  • Automation rules
What’s NOT copied:
  • Template name/description (just references template_id)
  • Future template changes
2

Milestones Instantiated

Each milestone in the template becomes a milestone instance for the account.Created:
  • Milestone records in database
  • Status (all start as “pending”)
  • Sequence order
  • Duration estimates
  • Target completion dates (estimated)
[SCREENSHOT: Account milestones after template application]
3

Actions Created

Each action in the template becomes an action instance.Created:
  • Action records linked to milestone instances
  • Status (pending)
  • Trigger configuration
  • Content templates (not yet populated)
  • Portal configuration
AI drafts are NOT generated yet—they’re created when triggers fire.
4

First Milestone Ready

The first milestone (sequence 1) is automatically set to “pending” or “in_progress” depending on configuration.CSMs can manually start it when ready.

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Template Immutability Explained

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Why Templates Are Immutable

Imagine if template changes affected live accounts: Bad scenario: 
Day 1: Customer starts onboarding with 4-week timeline
Week 2: You edit template, add 2 more milestones
Result: Customer timeline suddenly changes mid-flight (bad experience!)
Good scenario (immutable): 
Day 1: Customer starts with 4-week timeline (snapshot created)
Week 2: You edit template, add 2 more milestones
Result: This customer keeps 4-week timeline. NEW customers get 6-week version.
Template immutability ensures predictability for customers and consistency in their onboarding journey.

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When Template Changes Take Effect

Change TypeExisting AccountsNew Accounts
Edit milestone name❌ No change✅ New name
Add new action❌ Not added✅ Included
Change action timing❌ Old timing✅ New timing
Update email content❌ Old content✅ New content
Remove action❌ Still has it✅ Doesn’t have it

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Viewing Template Version

Each account stores:
  • Template ID: Which template was used
  • Template Revision ID: Exact version at creation time
  • Created At: When snapshot was taken
[SCREENSHOT: Account details showing template version info] Caption: See which template version this account is using

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Customizing After Template Application

While the initial template is immutable, CSMs can customize individual accounts:

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Editing Milestones

What you can change:
  • Milestone name
  • Duration estimate
  • Descriptions (CSM and customer views)
  • Status (pending, in_progress, completed, blocked)
  • Target dates
How:
  1. Navigate to account Timeline tab
  2. Click milestone to edit
  3. Update fields
  4. Save changes
Milestone changes only affect this account, not the template or other accounts.

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Editing Actions

What you can change:
  • Action label/description
  • Trigger timing (delay_hours)
  • Content (email body, form fields, etc.)
  • Portal visibility
  • Recipients (for emails)
How:
  1. Go to Implementation tab
  2. Find action to edit
  3. Click “Edit Action”
  4. Update configuration
  5. Save changes
[SCREENSHOT: Action edit modal]

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Template Selection Guidance

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Choosing the Right Template

Customer Size

SMB: Quick Start (2-3 weeks) Mid-Market: Standard SaaS (6-8 weeks) Enterprise: Full Implementation (12+ weeks)

Product Tier

Basic: Self-serve onboarding Professional: Standard implementation Enterprise: White-glove service

Use Case

Simple: Standard template Complex: Custom template with extra phases

Industry

Regulated: Templates with compliance steps Standard: General templates

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Template Fit Assessment

Before applying template, consider:
Questions:
  • How many integrations needed?
  • Custom development required?
  • Data migration volume?
  • Stakeholder count?
Template selection:
  • Low complexity → Quick Start
  • Medium complexity → Standard
  • High complexity → Enterprise

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Common Customization Patterns

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Accelerated Onboarding

When: Customer needs to go live ASAP Template modifications:
  1. Reduce milestone durations (50% of standard)
  2. Remove optional actions
  3. Combine related actions
  4. Use immediate triggers (no delays)
  5. Parallel track where possible
Example: 
Standard: 8 weeks
Accelerated: 4 weeks

Changes:
- Kickoff: 7 days → 3 days
- Setup: 21 days → 10 days
- Training: 14 days → 5 days
- Launch: 7 days → 3 days
Accelerated onboarding increases risk. Set expectations with customer about trade-offs.

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Enterprise Extended

When: Large, complex customer with many stakeholders Template modifications:
  1. Add discovery/requirements phase upfront
  2. Add UAT and security review phases
  3. Add stakeholder alignment checkpoints
  4. Add training for multiple user groups
  5. Add staged rollout phases
Example: 
Standard: 8 weeks
Enterprise: 16 weeks

Additions:
+ Discovery (2 weeks)
+ Architecture Design (2 weeks)
+ Security Review (2 weeks)
+ Department Rollouts (4 weeks)

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Industry-Specific Compliance

When: Regulated industry (healthcare, finance, government) Template modifications:
  1. Add compliance documentation actions
  2. Add security questionnaire
  3. Add audit trail requirements
  4. Add compliance training
  5. Add certification validation
Example additions: 
+ HIPAA Compliance Form
+ BAA Execution
+ Security Audit
+ Compliance Training
+ Certification Review

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Template Performance Tracking

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Per-Account Metrics

For each account using a template:
MetricInsight
Actual vs Estimated DurationIs template realistic?
Actions CompletedAre actions valuable?
Actions SkippedWhat’s not being used?
Milestone BlocksWhere do customers get stuck?
CSM Edit RateHow much customization needed?
[SCREENSHOT: Account metrics dashboard] Caption: Track how well the template is performing for each account

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Cross-Account Analysis

Compare accounts using the same template: 
Template: Standard SaaS Onboarding
Accounts using it: 47

Average time to value: 52 days (estimate: 56 days) ✅
Action completion rate: 87% ✅
Most skipped action: "Integration Testing Document" (23% skip rate) ⚠️
Most blocked milestone: "Technical Setup" (34% block rate) ⚠️

Recommendation: Simplify Technical Setup milestone, remove or improve Integration Testing Document action
Review template performance quarterly. Use data to improve templates for future customers.

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When to Create New Templates vs Customize

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Create New Template When:

  • ✅ 10+ accounts will use this variant
  • ✅ Structure differs significantly (not just timing)
  • ✅ Segment is predictable at account creation
  • ✅ Customizations are consistent across accounts

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Customize Existing Template When:

  • ✅ One-off customer requirement
  • ✅ Edge case or exception
  • ✅ Minor timing adjustment
  • ✅ Add/remove 1-2 actions
Decision tree: 
Is this a common customer segment?
├─ Yes → How many accounts per year?
│  ├─ 10+ → Create new template
│  └─ <10 → Customize per account
└─ No → One-off? → Customize existing template

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Best Practices Summary

Choose Wisely

Select template based on complexity, timeline, and support level

Customize Sparingly

Only change what’s necessary for this specific customer

Track Performance

Monitor how accounts progress through templates

Iterate Templates

Update templates quarterly based on learnings

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Next Steps

Create Accounts

Learn how to create accounts and select templates

Implementation Tab

Manage milestone and action execution

Template Design

Build better templates from the start

Best Practices

Design high-performing templates