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Quick Start Guide

This guide will help you set up Thread and create your first customer onboarding template. You’ll go from zero to your first automated workflow in under 10 minutes.
1

Sign Up & Create Organization

Navigate to Thread and sign up with your work email.
Use your company email domain (e.g., you@company.com). Thread automatically creates or joins your organization based on your email domain.
After signing up, verify your email if using email/password authentication.
2

Complete Setup Wizard

On first login, you’ll see the setup wizard guiding you through initial configuration.The wizard will walk you through:
  • ✅ Inviting team members
  • ✅ Connecting your first integration (optional)
  • ✅ Creating your first template (or using a starter template)
  • ✅ Setting up handoff questions
3

Connect Integrations (Optional)

Connect Thread to your existing tools to enable powerful automation.Recommended First Integration: HubSpot or SlackNavigate to Connectors in the main navigation and click Connect on your preferred integration.
You can skip this step and add integrations later. Thread works great without any integrations to start.
What each integration does:
  • HubSpot - Auto-sync customer data from CRM
  • Slack - Send notifications to customer channels
  • Notion - Trigger account creation from database updates
  • Google Workspace - Access calendar and documents
4

Create Your First Template

Templates are the foundation of Thread. They define your customer onboarding workflow.Option 1: Start from Scratch
  1. Navigate to Templates in the main menu
  2. Click “Create New Template”
  3. Give it a name like “Standard SaaS Onboarding”
  4. Add your first milestone (e.g., “Kickoff”)
Option 2: Use a Starter TemplateThread provides starter templates you can customize:
  • Quick Start Onboarding (2-3 weeks)
  • Enterprise Implementation (8-12 weeks)
  • Self-Service Activation (1 week)
Start simple! Create a template with 2-3 milestones and a few actions. You can always add complexity later.
5

Add Milestones & Actions

Milestones represent phases of your onboarding (Kickoff, Setup, Training, Go-Live, etc.)Creating a Milestone:
  1. Click “Add Milestone” in your template
  2. Give it a name (e.g., “Kickoff”)
  3. Set estimated duration (e.g., 7 days)
  4. Add descriptions for “What we’re doing” and “What they’re doing”
Adding Actions to a Milestone:Actions are the tasks that happen during each milestone. Common actions:
  • Send Email - Welcome emails, status updates, reminders
  • Request Docs - Collect contracts, technical specs, assets
  • Collect Info - Forms for gathering customer details
  • Schedule Meeting - Kickoff calls, training sessions, check-ins
  • Slack Message - Send updates to customer Slack channels
Set meaningful trigger delays! For example, send a follow-up email 48 hours after milestone start to give customers time to complete initial tasks.
6

Configure Handoff Questions

Handoff questions capture critical context from Account Executives when passing customers to CS.Navigate to Settings → Handoff Form and add questions like:
  • “What is the customer’s primary use case?”
  • “What are their top 3 goals?”
  • “Are there any risks or blockers to be aware of?”
  • “Who are the key stakeholders?”
Thread uses AI to generate draft answers to these questions based on CRM data. AEs can review and edit before submitting.
7

Create Your First Account

Now you’re ready to onboard your first customer!Navigate to Accounts → Manual Upload and enter:
  1. Company Name (e.g., “Acme Corp”)
  2. ARR (Annual Recurring Revenue)
  3. Close Date
  4. Primary Contact (name, email, role)
  5. AE Email (for handoff)
  6. Select Template (choose the one you just created)
Click “Create Account” and Thread will:
  • Generate handoff Q&A drafts using AI
  • Send handoff link to the AE via email
  • Instantiate milestones from your template
  • Prepare action drafts for CSM review
8

Complete Handoff (as AE)

The AE receives an email with a handoff link. They:
  1. Review AI-generated handoff answers
  2. Edit or regenerate with additional context
  3. Assign a CSM from the team roster
  4. Submit the handoff
The assigned CSM receives a notification and can start managing the account.
9

Review & Execute Actions (as CSM)

CSMs manage accounts from the Implementation Tab.
  1. Navigate to your account from the Accounts page
  2. Click the “Implementation” tab
  3. See AI-generated action drafts grouped by milestone
  4. Review, edit, and execute each action
Thread generates drafts automatically but never sends anything without CSM approval. This keeps your quality high while saving time.
Action Workflow:
Milestone Starts → Thread Generates Draft → CSM Reviews → CSM Edits (optional) → CSM Executes → Customer Receives
10

Customer Portal Experience

Once actions are executed, customers receive their portal invite.In the portal, they can:
  • View their full implementation timeline
  • See current and upcoming milestones
  • Complete actions (upload docs, fill forms)
  • Track progress with real-time updates

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What’s Next?

Learn Key Concepts

Understand templates, milestones, actions, and automation in depth

CSM Guide

Complete guide for Customer Success Managers using Thread daily

Template Best Practices

Learn how to design effective onboarding templates

Connect Integrations

Link HubSpot, Slack, Notion, and Google Workspace

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Common Questions

No! Thread works great as a standalone tool. Integrations enhance the experience but aren’t required to get value immediately.
Yes, you can edit templates anytime. However, changes to templates don’t affect existing accounts. When a template is applied, the entire config is copied as an immutable snapshot for that account.
Thread uses OpenAI GPT models to generate email drafts, handoff answers, and content based on customer data, template context, and your organization’s patterns. CSMs always review before sending.
You can manually follow up or create another action. Thread doesn’t automatically nag customers, giving you control over communication frequency.
Customers see all milestones in their timeline. Completed milestones are marked as done, current milestones are highlighted, and future milestones show as pending. This gives them full transparency.

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