How Thread works

Thread has a small set of load-bearing concepts. Once you have these, every surface in the product reads the same way.

​

Guides do the work

A guide is a resident agent you author in plain English: the outcome it’s pursuing, what “done” means, the tone to take, how patient to be, and when to bring a human in. You give it channels (a texting number, an email identity on your domain, optionally a voice agent) and tool rows — scoped, read-only connections into systems like HubSpot, Jira, DocuSign, Slack, or your knowledge base. Then you enroll a customer. The guide opens the conversation itself and works the outcome over days or weeks: it wakes on a timer, on an inbound reply, or when you tap it awake; it remembers everything; and it escalates to your team when it’s stuck. One guide, one account, one outcome. Start at Guides.

​

Verification closes the loop

A guide never declares victory on its own. An outcome closes only when:

• the guide cites a fresh read from a connected source — your CRM, warehouse, or product data confirming the thing actually happened, or
• a human on your team explicitly confirms it, when no read tool is attached.

Progress is reported the same way, as a funnel derived from the guide’s own log — enrolled → reached → engaged → verifying → done — never hand-authored. See Outcomes and verification.

​

Motions hold the program

A Motion is a versioned, staged program for accounts that move through a lifecycle — kickoff, setup, go-live. Each stage owns plays (mostly agents that draft and do work) and milestones: plain-English customer outcomes confirmed either by an agent checking connected systems or by a human. Milestones marked required gate the stage advance, and the advance is always proposed to a person, never automatic. See Motions. Use a guide when one account needs one outcome pursued conversationally. Use a Motion when a population of accounts moves through the same staged program. They compose: Motions run agents as plays, and both report against the same verification standard.

​

Workflows route

A workflow reads an account’s state — CRM fields, warehouse facts — and routes it down the right path: into the right Motion, the right stage, the right owner. Triggers fire from your CRM the moment a deal closes or a stage changes. See Workflows.

​

The Inbox is where humans decide

Everything that needs a person lands in one place: approvals for outbound work, proposed phone calls, escalations with the whole story attached, customer replies, exceptions, and wins. You decide in place, and items resolve themselves when they’re addressed elsewhere. Approvals can even go to people outside Thread via a secure link. See Inbox.

​

The floor is always on

A set of rules is enforced in the runtime and never comes off: consent before the first text, quiet hours in the recipient’s local time, STOP ends contact instantly across every guide, every dial clears the same gates no matter who approved it, the agent never verifies its own work, it pages your team when stuck, and every step lands in the log. Add your own rules on top. See Compliance.

​

Your customers see a concierge, not a console

Customers get a white-labeled portal with passwordless sign-in: a plain-language summary of where they are, what your team is doing for them, what’s needed from them, their documents, and a concierge chat. Operator vocabulary never reaches them. See Customer portal.

​

Next steps