Action Types Reference - Thread Documentation

Overview

Actions are the building blocks of templates. Each action type has specific configuration options, execution behavior, and completion criteria. This reference covers all available action types in detail.

Action Categories

Actions are organized into three categories:

Category	Description	Action Types
Communication	Messages sent to customers	SEND_EMAIL, SLACK
Customer Tasks	Actions customers complete in portal	REQUEST_DOCS, COLLECT_INFO, REQUEST_ASSETS
Meetings	Scheduling and meeting coordination	SCHEDULE_MEETING

Common Configuration

All actions share these configuration options:

Basic Settings

Setting	Description	Required
Label	Display name shown to CSMs and customers	Yes
Description	Detailed explanation of the action	No
Trigger	When the action activates	Yes

Trigger Configuration

Trigger Types:
├── milestone_start    # When milestone begins
│   └── delay_hours    # Optional delay (0-720 hours)
└── manual             # CSM triggers manually

Trigger Type	Description
milestone_start	Activates when the containing milestone starts
manual	CSM must manually trigger from dashboard

Delay Configuration:

delay_hours: 0 - Immediate (default)
delay_hours: 24 - 1 day after milestone start
delay_hours: 168 - 1 week after milestone start

Visibility Settings

Control where actions appear: CSM Dashboard Settings:

Setting	Description
visible	Show in CSM implementation tab
label	Custom label for CSM view
section	Group under specific section

Customer Portal Settings:

Setting	Description
visible	Show in customer portal
label	Customer-facing label
blocker	Block milestone completion until done

Blocker Configuration

When blocker: true, the action must be completed before:

The milestone can be marked complete
The customer sees “completed” status
Progress percentage reaches 100%

SEND_EMAIL

Send templated emails to customers with variable interpolation. [SCREENSHOT: Email action configuration panel] Caption: Configure email subject, body, and recipients

Configuration

Field	Type	Description	Required
subject	string	Email subject line	Yes
body	string	Email body (HTML supported)	Yes
to	string[]	Primary recipients	Yes
cc	string[]	CC recipients	No
bcc	string[]	BCC recipients	No

Variable Interpolation

Use variables in subject and body:

Available Variables:
├── {{company_name}}      # Customer company name
├── {{contact_name}}      # Primary contact name
├── {{contact_email}}     # Primary contact email
├── {{csm_name}}          # Assigned CSM name
├── {{csm_email}}         # Assigned CSM email
├── {{milestone_name}}    # Current milestone name
└── {{custom_field}}      # Any custom field value

Example:

Subject: Welcome to Thread, {{company_name}}!

Body: Hi {{contact_name}},

I'm {{csm_name}}, your Customer Success Manager.
I'm excited to help {{company_name}} get started with Thread.

Execution

Draft Generation: AI generates initial draft based on template
CSM Review: CSM reviews and edits in implementation tab
Approval: CSM approves the email
Sending: Email sent via configured email provider

Completion

Type: Manual
Criteria: CSM marks action as complete after sending
Status Flow: draft → approved → sent → completed

Best Practices

Personalize Early

Include contact name in subject for better open rates

Clear CTAs

One clear call-to-action per email

Mobile-Friendly

Keep subject under 50 characters

Test Variables

Preview with real data before sending

REQUEST_DOCS

Request document uploads from customers through the portal. [SCREENSHOT: Document request configuration] Caption: Configure document types and requirements

Configuration

Field	Type	Description	Required
document_types	array	Types of documents to request	Yes
instructions	string	Instructions for customer	No
allow_multiple	boolean	Allow multiple files per type	No

Document Type Configuration

{
  document_types: [
    {
      name: "Logo",
      description: "Company logo in PNG or SVG format",
      required: true,
      accepted_formats: [".png", ".svg", ".jpg"]
    },
    {
      name: "Brand Guidelines",
      description: "Brand style guide if available",
      required: false,
      accepted_formats: [".pdf", ".doc", ".docx"]
    }
  ]
}

Execution

Activation: Action appears in customer portal
Upload: Customer uploads requested files
Validation: System validates file types and sizes
Notification: CSM notified when files uploaded

Completion

Type: Automatic
Criteria: All required documents uploaded
Partial Completion: Shows X of Y documents uploaded

File Restrictions

Restriction	Default	Configurable
Max file size	10 MB	Yes
Accepted formats	Per document type	Yes
Max files per type	5	Yes

COLLECT_INFO

Collect structured information from customers via forms. [SCREENSHOT: Form builder interface] Caption: Build custom forms with various field types

Configuration

Field	Type	Description	Required
intro_text	string	Introduction shown before form	No
fields	array	Form field definitions	Yes
completion_message	string	Message shown after submission	No

Field Types

Available Field Types:
├── text           # Single-line text input
├── textarea       # Multi-line text area
├── select         # Dropdown selection
├── multi_select   # Multiple choice selection
├── checkbox       # Boolean checkbox
├── date           # Date picker
├── email          # Email with validation
├── phone          # Phone number
└── number         # Numeric input

Field Configuration

{
  fields: [
    {
      id: "primary_use_case",
      type: "textarea",
      label: "What is your primary use case?",
      placeholder: "Describe how you plan to use our product...",
      required: true,
      validation: {
        min_length: 50,
        max_length: 1000
      }
    },
    {
      id: "team_size",
      type: "select",
      label: "Team size",
      options: ["1-10", "11-50", "51-200", "200+"],
      required: true
    }
  ]
}

Execution

Activation: Form appears in customer portal
Completion: Customer fills out all required fields
Validation: Client and server-side validation
Submission: Data stored and CSM notified

Completion

Type: Automatic
Criteria: Form submitted successfully
Validation: All required fields must pass validation

Quick-Fill Feature

Customers can use AI-powered quick-fill:

Paste relevant text (emails, documents)
AI extracts information
Fields auto-populated
Customer reviews and submits

REQUEST_ASSETS

Request brand assets combining document uploads and form fields in a unified flow. [SCREENSHOT: Asset request configuration] Caption: Configure combined asset and information request

Configuration

Field	Type	Description	Required
asset_types	array	Documents/images to request	Yes
form_fields	array	Additional information fields	No
instructions	string	Overall instructions	No

Asset Type Configuration

{
  asset_types: [
    {
      name: "Primary Logo",
      description: "Main company logo",
      type: "image",
      required: true,
      dimensions: {
        min_width: 500,
        recommended: "1000x1000"
      }
    },
    {
      name: "Brand Colors",
      description: "Primary and secondary brand colors",
      type: "color_picker",
      required: true,
      count: 3
    }
  ],
  form_fields: [
    {
      id: "tagline",
      type: "text",
      label: "Company tagline",
      required: false
    }
  ]
}

Combined Flow

REQUEST_ASSETS combines:

Document uploads (like REQUEST_DOCS)
Form fields (like COLLECT_INFO)
Special asset types (colors, dimensions)

Use Cases:

Brand kit collection
Design asset gathering
Marketing material requests

Execution

Activation: Combined interface appears in portal
Upload: Customer uploads images/documents
Form Fill: Customer completes additional fields
Submission: All data submitted together

Completion

Type: Automatic
Criteria: All required assets and fields submitted
Progress: Shows completion percentage

SCHEDULE_MEETING

Coordinate meeting scheduling with customers. [SCREENSHOT: Meeting configuration panel] Caption: Configure meeting details and scheduling options

Configuration

Field	Type	Description	Required
meeting_type	string	Type of meeting	Yes
duration	number	Duration in minutes	Yes
agenda	string	Meeting agenda	No
attendees	array	Required attendees	No

Meeting Types

Common Meeting Types:
├── Kickoff Call       # Initial onboarding meeting
├── Training Session   # Product training
├── Check-in           # Regular touchpoint
├── QBR                # Quarterly business review
└── Executive Sync     # Leadership meeting

Configuration Example

{
  meeting_type: "Kickoff Call",
  duration: 60,
  agenda: "1. Introductions\n2. Goals review\n3. Timeline walkthrough\n4. Q&A",
  attendees: {
    internal: ["csm", "implementation_lead"],
    external: ["primary_contact", "executive_sponsor"]
  }
}

Execution

Activation: Meeting action becomes active
Scheduling: CSM shares scheduling link or books directly
Confirmation: Calendar invites sent to all parties
Meeting: Meeting occurs
Completion: CSM marks complete after meeting

Completion

Type: Manual
Criteria: CSM marks complete after meeting held
Notes: CSM can add meeting notes on completion

Calendar Integration

When connected to Google Calendar or Microsoft:

Availability checking
Auto-generated meeting links (Meet/Teams)
Calendar invites sent automatically

SLACK

Send messages to Slack channels (requires Slack integration). [SCREENSHOT: Slack message configuration] Caption: Configure Slack message content and channel

Configuration

Field	Type	Description	Required
channel	string	Target Slack channel	Yes
message	string	Message content	Yes
formatting	object	Message formatting options	No

Message Configuration

{
  channel: "#customer-{{company_slug}}",
  message: "Welcome to Thread! Your CSM {{csm_name}} will reach out shortly.",
  formatting: {
    include_logo: true,
    include_links: true
  }
}

Variable Support

Same variables as SEND_EMAIL:

{{company_name}}
{{contact_name}}
{{csm_name}}
Custom fields

Execution

Channel Setup: Shared Slack channel must exist
Draft: Message prepared with variables
Review: CSM reviews message
Send: Message posted to channel

Completion

Type: Manual
Criteria: CSM marks complete after sending
Verification: Message delivery confirmed

Prerequisites

Slack integration connected
Shared channel with customer
Bot has channel access

Comparison Table

Action Type	Auto-Complete	Portal Visible	Executable	Category
SEND_EMAIL	No	No	Yes	Communication
REQUEST_DOCS	Yes	Yes	Yes	Customer Tasks
COLLECT_INFO	Yes	Yes	Yes	Customer Tasks
REQUEST_ASSETS	Yes	Yes	Yes	Customer Tasks
SCHEDULE_MEETING	No	Optional	No	Meetings
SLACK	No	No	No	Communication

Best Practices

Choosing Action Types

When to use SEND_EMAIL vs SLACK

Use SEND_EMAIL for:

Formal communications
Content customers need to reference later
External stakeholders not in Slack

Use SLACK for:

Quick updates
Casual check-ins
Time-sensitive notifications

When to use REQUEST_DOCS vs REQUEST_ASSETS

Use REQUEST_DOCS for:

Single document type requests
Compliance documents
Contracts and agreements

Use REQUEST_ASSETS for:

Brand kit collection
Multiple related assets
Combined file and form data

When to use COLLECT_INFO

Best for:

Structured data collection
Survey responses
Configuration preferences
Technical requirements

Trigger Timing

Scenario	Recommended Delay
Welcome email	0 hours (immediate)
Follow-up check-in	48-72 hours
Document request	24 hours
Training scheduling	72-168 hours

Blocker Strategy

Mark as blocker when:

Action is critical to milestone success
Downstream actions depend on completion
Customer commitment is required

Don’t mark as blocker when:

Action is nice-to-have
CSM can proceed without it
Action is informational only

Next Steps

Creating Templates

Build templates using these action types

Action Execution

Learn how actions are executed

Template Best Practices

Design effective onboarding flows

Getting Started

Customer Portal

Admin Guide

Reference

​Overview

​Action Categories

​Common Configuration

​Basic Settings

​Trigger Configuration

​Visibility Settings

​Blocker Configuration

​SEND_EMAIL

​Configuration

​Variable Interpolation

​Execution

​Completion

​Best Practices

Personalize Early

Clear CTAs

Mobile-Friendly

Test Variables

​REQUEST_DOCS

​Configuration

​Document Type Configuration

​Execution

​Completion

​File Restrictions

​COLLECT_INFO

​Configuration

​Field Types

​Field Configuration

​Execution

​Completion

​Quick-Fill Feature

​REQUEST_ASSETS

​Configuration

​Asset Type Configuration

​Combined Flow

​Execution

​Completion

​SCHEDULE_MEETING

​Configuration

​Meeting Types

​Configuration Example

​Execution

​Completion

​Calendar Integration

​SLACK

​Configuration

​Message Configuration

​Variable Support

​Execution

​Completion

​Prerequisites

​Comparison Table

​Best Practices

​Choosing Action Types

​Trigger Timing

​Blocker Strategy

​Next Steps

Creating Templates

Action Execution

Template Best Practices

Overview

Action Categories

Common Configuration

Basic Settings

Trigger Configuration

Visibility Settings

Blocker Configuration

SEND_EMAIL

Configuration

Variable Interpolation

Execution

Completion

Best Practices

REQUEST_DOCS

Configuration

Document Type Configuration

Execution

Completion

File Restrictions

COLLECT_INFO

Configuration

Field Types

Field Configuration

Execution

Completion

Quick-Fill Feature

REQUEST_ASSETS

Configuration

Asset Type Configuration

Combined Flow

Execution

Completion

SCHEDULE_MEETING

Configuration

Meeting Types

Configuration Example

Execution

Completion

Calendar Integration

SLACK

Configuration

Message Configuration

Variable Support

Execution

Completion

Prerequisites

Comparison Table

Best Practices

Choosing Action Types

Trigger Timing

Blocker Strategy

Next Steps