Guides and outreach
Does the guide really text and call my customers?
Does the guide really text and call my customers?
Yes. Texts come from a real phone number registered to your organization, emails come from your own domain, and calls are placed by a voice agent you built and heard first. You choose whether calls wait for your approval; consent, STOP, and quiet hours are checked before every one either way.Texting is the most mature channel; email and voice are newer. See Channels for what each channel can do today.
Can I try a guide before it reaches a customer?
Can I try a guide before it reaches a customer?
Yes — rehearse it. Rehearsal runs the real guide in a sandbox: you play the customer, skip time forward to see how it behaves days from now, and place a test call in your browser. Nothing is actually sent, and a rehearsed close is labeled as rehearsed, never verified.See Rehearsal.
Trust and verification
What stops a guide from claiming something is done when it isn't?
What stops a guide from claiming something is done when it isn't?
A guide cannot verify its own work — that rule is enforced in the runtime, not the prompt. An outcome closes only when the guide cites a fresh read from your own system of record (a CRM field, a warehouse row, product data), or when someone on your team explicitly confirms it. The customer saying “it’s done” doesn’t close anything; it prompts a check.Every read leaves a receipt in the log, and progress reporting is derived from those logged events — never from the agent’s narration. See Outcomes and verification.
Who approves phone calls?
Who approves phone calls?
Your choice, per guide. By default the guide calls when it judges it’s time, on the same enrollment attestation that already covers its texts and emails. Turn on Ask me before dialing and it proposes the call with its reasoning instead, and waits — you approve the dial while seeing the full phone number it will call.The switch decides who authorizes a dial, not what’s checked: STOP bars a dial across channels, quiet hours refuse one outright, the number comes from the customer’s record rather than from anything the guide says, and an unanswered call is never retried.See Calls and approvals.
Compliance
What happens if a customer replies STOP?
What happens if a customer replies STOP?
Contact ends instantly. STOP is captured before the agent ever sees the message, and the suppression applies across every guide and every channel in your organization — not just the conversation it arrived in. It also outlives the enrollment: a suppressed contact stays suppressed until they opt back in.STOP is one line of the floor — the always-on rules that also include consent before the first text and quiet hours in the recipient’s local time.
Your customers
What do my customers see?
What do my customers see?
A white-labeled portal under your brand, with passwordless magic-link 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 — Motions, plays, milestones — never reaches them, and the portal is honest about AI involvement rather than passing the concierge off as a person. Voice agents disclose that they’re AI on the call.See Customer portal.
Roles, setup, and approvals
What roles exist in Thread?
What roles exist in Thread?
Two: org admins and members. Org admins can author the surfaces that act on customers — Guides, Motions, Voice Studio, Agent Templates, and Workflows — and manage organization settings. Members work from the Inbox, Accounts, Studio, Portfolio, and Broadcast: they supervise, approve, and triage, but don’t author agents.See User management.
What does texting registration involve, and why is my number voice-only at first?
What does texting registration involve, and why is my number voice-only at first?
Carriers require business texting in the US to run through registered campaigns (A2P 10DLC). When you buy a number in Thread it can place approved calls right away, but texting unlocks only after your brand and campaign filing is approved by the carriers — a review Thread submits for you but doesn’t control the timeline of. A status rail in settings shows where your registration stands.See Phone numbers and registration.
Carrier approval times vary and are outside Thread’s control. Plan your first texting launch around the
registration, not the other way up.
How do approvals work for people outside Thread?
How do approvals work for people outside Thread?
Any approval can be routed to someone without a Thread account — an executive, a partner, a customer stakeholder. They receive a secure link by email or Slack DM, verify with a one-time code, and approve or decline right there. No signup, no password, and everyone’s pending items live on one page.See External approvals.
Still have questions?
Glossary
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How Thread works
The core concepts and how they compose
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