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Every account gets a customer-facing portal: a single page, under your brand, where the customer can see where they are in their journey, what your team and agents are doing for them, and the specific things that need their input. This page describes what your customers actually see — the portal deliberately speaks the customer’s language, never your operator vocabulary.
A customer's portal home under their vendor's brand: the concierge summary, an agent request card, the setup stage carousel, and What we've been doing for you

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Your brand, not ours

The portal is white-labeled: your logo and company name in the top bar, your brand colors on buttons and accents, your name in the browser tab. Customers can reach it on your own domain (for example portal.yourcompany.com) once a custom domain is verified — see Branding. The typography and layout are a fixed editorial system your brand accents sit inside, so every tenant’s portal looks considered rather than templated. A small “Powered by Thread” credit appears in the top bar and footer.

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Passwordless sign-in

There are no passwords. Customers enter through magic links in the emails your motions and team send — clicking the link signs them in and lands them on the page the email pointed at (the home page, or a specific document).
  • Links expire and allow only a few uses, for security.
  • A customer who follows a dead link but already has a valid session on that browser is let through anyway.
  • An expired or used-up link shows a clear message pointing them to the most recent invitation email from your company — with your support email as the fallback contact, if you’ve set one.

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The summary hero: where you are, what’s next

The top of the page is a single short paragraph — a concierge-style summary of where the account is, what’s in motion, and whether anything below needs the customer. It’s AI-written from the account’s real state (stage, milestone counts, open requests, the assigned teammate’s name), passed through a sanitizer that enforces your brand and strips internal vocabulary, and backed by deterministic fallback copy so the hero never fails to render. A quiet sub-line shows the current stage and the day count.

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The stage view, in the customer’s language

Below the hero, a “Your setup” section walks the journey stage by stage — current stage in focus, with what’s done, what’s next, and what’s still locked. Stage names come from the customer-facing display names you author on the motion; where none is set, Thread translates operator stage keys automatically: When everything is complete, the journey view is replaced by a “Setup complete.” celebration with the days-from-kickoff count.

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What your team is doing for them

Two collapsible sections show your side of the work:
  • “What we’ve been doing for you” — a short synthesized narrative of recent team and agent activity on the account, with a few attributed rows (who, what, when).
  • “From your team” — the documents and packets you’ve shared, each opening in an in-portal viewer.

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What your agents need from them

The collaboration surface. Under the heading “What your agents need from you”, each open request renders as a card carrying the requesting agent’s customer-facing name, in the agent’s own words. Two kinds of card ship today:
  • Provide information — a free-text answer, a small structured form, or a file upload.
  • Confirm — a decision or approval, with the choices the agent authored as buttons.
After the customer responds, the card acknowledges it (“Sent — and the agent is watching what you do next”) and the submission is listed under “What you’ve sent.” The response flows straight back to the requesting agent, which resumes its work.
Every string an agent authors for a card is scanned at render time against a deny-list of operator vocabulary — see the render boundary below.

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Metrics and scheduling

  • “Your progress this week” — a rolling seven-day tile row of account metrics, phrased against the customer’s own baseline.
  • “Book time with …” — when a motion stage enables scheduling, a section invites the customer to find a time with their named teammate. Picking a time happens in the concierge chat, which proposes real slots from that person’s calendar.

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The AI disclosure

The portal’s chat is the Account Concierge, and its AI nature is disclosed structurally, not in fine print: the chat header always reads “AI assistant for” your brand, on every open, and anything the concierge forwards to your team is footed with a note that it was composed by your brand’s AI assistant. See Concierge chat.

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The render boundary: what customers never see

The portal enforces a hard vocabulary boundary between your operator surfaces and the customer’s view:
  • “Motion” renders as “journey”; stage keys are translated as above.
  • “CSM” never renders — customers see first names or “your team.”
  • Play, recipe, playbook, verification tiers, and internal account fields (ARR, internal notes, pain points) are never rendered.
  • The boundary is enforced in code — a translation layer plus a runtime scan that fails closed — not by convention.

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The rest of the portal

Concierge chat

A streaming AI concierge that answers from the account’s own documents and hands off to your team.

Documents

Shared documents with real thumbnails, an in-portal viewer, and landing pages for emailed links.

Collection

When you need a set of records from the customer, they get a guided chat-driven flow, not a form wall.