> ## 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. # Applying Templates > Understand how templates are applied to accounts and how to customize them ## 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. *** ## What Happens When Templates Are Applied 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 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) 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. The first milestone (sequence 1) is automatically set to "pending" or "in\_progress" depending on configuration. CSMs can manually start it when ready. *** ## Template Immutability Explained ### 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. ### When Template Changes Take Effect | Change Type | Existing Accounts | New 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 | ### 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 *** ## Customizing After Template Application While the initial template is immutable, CSMs can customize individual accounts: ### 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. **When to add:** * Customer needs extra phase * Edge case not in template * Custom requirement **How:** 1. Go to Timeline tab 2. Click "Add Milestone" 3. Set sequence number (where it fits) 4. Configure milestone details 5. Add actions if needed **When to remove:** * Customer doesn't need this phase * Duplicate milestone * Simplified onboarding path **How:** 1. Navigate to milestone 2. Click "Remove Milestone" 3. Confirm (cannot be undone) Removing a milestone also removes all its actions. Make sure nothing critical is lost! **When to reorder:** * Customer needs different sequence * Parallel work streams * Dependencies changed **How:** 1. Go to Timeline tab 2. Drag and drop milestones 3. Or edit sequence numbers manually 4. Save new order Reordering doesn't affect action triggers—they're still based on their parent milestone. ### 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 **When to add:** * Customer-specific requirement * Follow-up needed * Extra document request **How:** 1. Navigate to milestone 2. Click "Add Action" 3. Select action type 4. Configure trigger and content 5. Save action Added actions inherit the milestone's context. Set triggers relative to milestone start. **When to remove:** * Not relevant to this customer * Redundant with another action * Customer request **How:** 1. Go to Implementation tab 2. Find action to remove 3. Click "Delete Action" 4. Confirm removal If the action was already executed (email sent, form created), removal doesn't undo that. It just removes it from the account timeline. **When to reschedule:** * Customer needs more time * Dependency changed * Holiday or blackout date **How:** 1. Go to Implementation tab 2. Click action to reschedule 3. Change delay\_hours or trigger type 4. Or manually set execution date 5. Save changes *** ## Template Selection Guidance ### Choosing the Right Template **SMB:** Quick Start (2-3 weeks) **Mid-Market:** Standard SaaS (6-8 weeks) **Enterprise:** Full Implementation (12+ weeks) **Basic:** Self-serve onboarding **Professional:** Standard implementation **Enterprise:** White-glove service **Simple:** Standard template **Complex:** Custom template with extra phases **Regulated:** Templates with compliance steps **Standard:** General templates ### 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 **Questions:** * Customer's target go-live date? * Their internal resource availability? * Dependencies on external vendors? * Holiday blackout periods? **Template selection:** * Aggressive timeline → Fast-track template * Standard timeline → Normal template * Flexible timeline → Extended template **Questions:** * Contract tier (Basic, Pro, Enterprise)? * Customer's technical expertise? * Expected CSM involvement? * Self-service vs hands-on? **Template selection:** * Low touch → Self-serve template * Medium touch → Standard template * High touch → White-glove template *** ## Common Customization Patterns ### 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. ### 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) ``` ### 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 ``` *** ## Template Performance Tracking ### Per-Account Metrics For each account using a template: | Metric | Insight | | -------------------------------- | ------------------------------ | | **Actual vs Estimated Duration** | Is template realistic? | | **Actions Completed** | Are actions valuable? | | **Actions Skipped** | What's not being used? | | **Milestone Blocks** | Where do customers get stuck? | | **CSM Edit Rate** | How much customization needed? | ### 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. *** ## When to Create New Templates vs Customize ### 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 ### 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 ``` *** ## Best Practices Summary Select template based on complexity, timeline, and support level Only change what's necessary for this specific customer Monitor how accounts progress through templates Update templates quarterly based on learnings *** ## Next Steps Learn how to create accounts and select templates Manage milestone and action execution Build better templates from the start Design high-performing templates