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.Sign Up & Create Organization
Navigate to Thread and sign up with your work email.[SCREENSHOT: Sign up page with Google OAuth and email/password options]
Caption: Sign up using Google or your work emailAfter signing up, verify your email if using email/password authentication.
Complete Setup Wizard
On first login, you’ll see the setup wizard guiding you through initial configuration.[SCREENSHOT: Setup wizard showing checklist of tasks]
Caption: The setup wizard helps you configure Thread for your teamThe 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
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.[SCREENSHOT: Connectors page showing available integrations]
Caption: Connect HubSpot, Slack, Notion, Google Workspace, and moreWhat each integration does:
You can skip this step and add integrations later. Thread works great without any integrations to start.
- 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
Create Your First Template
Templates are the foundation of Thread. They define your customer onboarding workflow.Option 1: Start from Scratch
- Navigate to Templates in the main menu
- Click “Create New Template”
- Give it a name like “Standard SaaS Onboarding”
- Add your first milestone (e.g., “Kickoff”)
- Quick Start Onboarding (2-3 weeks)
- Enterprise Implementation (8-12 weeks)
- Self-Service Activation (1 week)
Add Milestones & Actions
Milestones represent phases of your onboarding (Kickoff, Setup, Training, Go-Live, etc.)Creating a Milestone:
- Click “Add Milestone” in your template
- Give it a name (e.g., “Kickoff”)
- Set estimated duration (e.g., 7 days)
- Add descriptions for “What we’re doing” and “What they’re doing”
- 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
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.
Create Your First Account
Now you’re ready to onboard your first customer!Navigate to Accounts → Manual Upload and enter:
- Company Name (e.g., “Acme Corp”)
- ARR (Annual Recurring Revenue)
- Close Date
- Primary Contact (name, email, role)
- AE Email (for handoff)
- Select Template (choose the one you just created)
- 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
Complete Handoff (as AE)
The AE receives an email with a handoff link. They:
- Review AI-generated handoff answers
- Edit or regenerate with additional context
- Assign a CSM from the team roster
- Submit the handoff
Review & Execute Actions (as CSM)
CSMs manage accounts from the Implementation Tab.
- Navigate to your account from the Accounts page
- Click the “Implementation” tab
- See AI-generated action drafts grouped by milestone
- Review, edit, and execute each action
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
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
Common Questions
Do I need to connect integrations to use Thread?
Do I need to connect integrations to use Thread?
No! Thread works great as a standalone tool. Integrations enhance the experience but aren’t required to get value immediately.
Can I edit templates after applying them to accounts?
Can I edit templates after applying them to accounts?
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.
How does AI content generation work?
How does AI content generation work?
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.
What happens if a customer doesn't respond to an action?
What happens if a customer doesn't respond to an action?
You can manually follow up or create another action. Thread doesn’t automatically nag customers, giving you control over communication frequency.
Can customers see all milestones or just current ones?
Can customers see all milestones or just current ones?
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.