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General Questions

Thread is a customer success platform that automates and streamlines customer onboarding. It provides:
  • Templates for standardized onboarding workflows
  • AI-powered automation for content generation and data processing
  • Customer portal for self-service task completion
  • Workflows for automated routing and orchestration
  • Integrations with CRMs, Slack, and other tools
Thread helps CS teams deliver consistent, efficient onboarding experiences at scale.
Thread is designed for:
  • Customer Success Managers who manage onboarding
  • CS Operations who build templates and workflows
  • CS Leaders who need visibility into onboarding metrics
  • Sales teams (AEs) who hand off customers to CS
Thread works best for B2B SaaS companies with repeatable onboarding processes.
Contact our sales team for pricing information. Thread pricing typically depends on:
  • Number of active accounts
  • Number of team members
  • Features and integrations required
Visit thread.app or schedule a demo to learn more.
Yes. Thread implements enterprise-grade security:
  • SOC 2 compliant infrastructure
  • Row-level security ensuring data isolation between organizations
  • Encrypted storage for sensitive data (tokens, credentials)
  • HTTPS everywhere for data in transit
  • Regular security audits and penetration testing
See our security page for detailed information.

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Getting Started

  1. Visit stitch.thread.app/signup
  2. Enter your work email (personal emails not accepted)
  3. Verify your email address
  4. Complete your profile and organization setup
  5. Start building templates or connect integrations
If you’re joining an existing organization, ask your admin to invite you.
We recommend this order:
  1. Connect integrations - Start with Slack for communication
  2. Create your first template - Map your existing onboarding process
  3. Add a test account - Run through the flow yourself
  4. Invite team members - Get CSMs onboarded
  5. Build workflows - Automate CRM-triggered onboarding
Our Getting Started guide walks through each step.
Yes! Use Manual Upload to bulk-import accounts:
  1. Prepare your data (JSON, CSV, or paste text)
  2. Thread’s AI normalizes the data
  3. Review and edit the preview
  4. Import accounts with templates applied
For ongoing automation, set up CRM integrations to trigger workflows automatically.
Basic setup varies depending on your needs:
  • Quick start (1-2 hours): Create a simple template, add accounts manually
  • Standard setup (1-2 days): Templates, workflows, CRM integration
  • Enterprise setup (1-2 weeks): Custom workflows, multiple templates, full integration suite
Our team provides onboarding support to help you launch successfully.

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Templates

Template changes don’t affect existing accounts. When you apply a template to an account, Thread creates a snapshot (revision) of the template at that moment.This ensures:
  • Accounts have consistent onboarding experiences
  • Template updates don’t unexpectedly change active accounts
  • You can safely iterate on templates
To update an existing account, you can manually add/modify actions or reapply the template (which resets the account).
There’s no limit on templates. Create as many as needed for different:
  • Customer segments (Enterprise, SMB, Mid-Market)
  • Product lines (different products/modules)
  • Use cases (implementation, migration, expansion)
  • Industries (healthcare, finance, tech)
Use workflow routing to automatically select templates based on account attributes.
Yes. On the Templates page:
  1. Find the template you want to copy
  2. Click the menu (•••) → Duplicate
  3. Edit the copy as needed
  4. Save with a new name
Duplication copies all milestones and actions, making it easy to create variations.
Milestones are phases or stages of onboarding (e.g., “Week 1: Setup”, “Week 2: Training”). They group related work.Actions are specific tasks within milestones (e.g., “Send welcome email”, “Collect brand assets”). They have types, triggers, and completion criteria.Think of milestones as chapters and actions as the tasks within each chapter.
Thread’s AI can generate template content:
  1. Create a new template
  2. Describe your onboarding process in the AI prompt
  3. Review and edit the generated milestones/actions
  4. Customize as needed
You can also use AI within individual actions to generate email drafts, form questions, etc.

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Actions

It depends on the action type and configuration:
  • Auto-execute actions (emails with delay triggers): Generate drafts automatically, but require CSM approval before sending
  • Customer portal actions (forms, documents): Become available to customers automatically when milestones start
  • Manual actions (meetings, Slack): Require CSM to trigger
Nothing sends to customers without CSM review unless explicitly configured.
For emails: Once sent, emails cannot be recalled. Always preview carefully before approving.For portal actions: You can edit or remove actions from the customer’s view, but submitted forms/uploads cannot be “unsent.”Best practice: Use the preview feature and test with internal accounts before going live.
Executable actions can be triggered programmatically:
  • SEND_EMAIL, REQUEST_DOCS, COLLECT_INFO, REQUEST_ASSETS
  • Show “Execute” button in CSM dashboard
  • Can be automated via workflows
Non-executable actions require manual completion:
  • SCHEDULE_MEETING, SLACK
  • CSM marks complete after performing externally
  • Useful for tracking tasks done outside Thread
Actions can trigger in two ways:milestone_start: Activates when the containing milestone begins
  • Optional delay_hours for delayed activation
  • Example: Email sends 24 hours after milestone starts
manual: CSM must explicitly trigger the action
  • Useful for conditional or judgment-based actions
  • Shows “Start” button in dashboard
No. You control visibility per action:
  • CSM Dashboard visible: CSM sees it (usually yes)
  • Customer Portal visible: Customer sees it (depends on action)
  • Blocker: Must complete to finish milestone
Internal communications (emails, Slack) typically aren’t shown to customers.

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Workflows

Templates define what happens in onboarding:
  • Milestones and actions
  • Content and configuration
  • Applied to individual accounts
Workflows define how and when onboarding starts:
  • Triggers (CRM events, manual)
  • Routing logic (which CSM, which template)
  • Automated orchestration
Workflows can automatically apply templates to accounts based on conditions.
Not required but recommended for automation:Use workflows when:
  • Accounts come from CRM deals closing
  • You need automated CSM assignment
  • Different segments need different handling
Skip workflows when:
  • Manually creating accounts is fine
  • Simple, single-template setup
  • Just getting started with Thread
You can add workflows later as you scale.
Failed workflows:
  1. Stop at the failed node
  2. Show error details in the run view
  3. Can be retried or manually fixed
  4. Don’t affect other running workflows
Common failures: missing data, integration errors, validation issues. Check the workflow run log for specifics.
Yes! Best practices:
  1. Create workflow in “Draft” status
  2. Use “Run Test” with sample data
  3. Review the simulated execution
  4. Check queue tasks and outputs
  5. Activate only when ready
For CRM triggers, test with sandbox/staging CRM instances first.

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Customer Portal

Two methods:Magic Link (recommended):
  • Customer receives email with one-click link
  • No password required
  • Links expire after use
Password login:
  • Customer sets password in portal settings
  • Can log in directly at portal URL
  • Optional for customers who prefer traditional login
Yes. In the portal:
  1. Go to Team section
  2. Click Invite Teammate
  3. Enter colleague’s email
  4. They receive an invitation
All team members see the same account progress but have their own logins.
Yes, through Branding settings:
  • Logo: Your company logo
  • Colors: Primary/accent colors
  • Custom domain: your-portal.yourcompany.com
Branding applies to all customer portals for your organization.
Customers see:
  • ✅ Actions marked “Portal visible”
  • ✅ Milestone progress and timeline
  • ✅ Their team members
  • ✅ Documents they’ve uploaded
Customers don’t see:
  • ❌ Internal CSM actions
  • ❌ Your notes or comments
  • ❌ Other customers’ data
  • ❌ Workflow details

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Integrations

CRM Integrations (workflow triggers):
  • HubSpot
  • Salesforce
  • Notion (database triggers)
Communication:
  • Slack (messaging, channels)
  • Google Workspace (calendar, email)
  • Microsoft 365 (calendar, email)
Sales Intelligence:
  • Gong (call recordings)
  • Zoom (meeting context)
See Integrations Overview for details on each.
No. You can use Thread without any integrations:
  • Create accounts manually
  • Send emails through Thread (no external connection needed)
  • Use the customer portal standalone
Integrations add automation and context but aren’t mandatory.
Most integrations use OAuth:
  1. Go to Connectors in Thread
  2. Find the integration
  3. Click Connect
  4. Authorize in the popup
  5. Configure settings
Some integrations require admin permissions in the external service.
Yes:
  1. Go to Connectors
  2. Find the connected integration
  3. Click Settings → Disconnect
Note: Disconnecting doesn’t delete data already synced. Active workflows using that integration will fail until reconnected.
Thread follows the principle of least privilege:
  • CRMs: Deals/opportunities, contacts, companies (read)
  • Slack: Send messages to authorized channels (write)
  • Calendar: Read/write events for scheduling
  • Gong: Read call recordings and transcripts
Specific permissions are shown during OAuth connection. We never access more than needed.

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Account Management

Several options:Manual assignment:
  • Open the account
  • Click the CSM assignment field
  • Select a team member
Workflow assignment:
  • Use CSM Assignment node in workflows
  • Assign from queue or directly
During handoff:
  • AE selects CSM when completing handoff
Yes, but one CSM is the primary owner. Other team members can:
  • View the account
  • Complete actions
  • Add notes
Use queues for collaborative work, or transfer ownership when needed.
Currently, accounts can be archived but not deleted:
  1. Open the account
  2. Go to Settings
  3. Click Archive Account
Archived accounts are hidden from default views but data is retained for compliance.For complete deletion (GDPR requests), contact support.

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Troubleshooting

Check these items:
  1. Action status: Is it approved? (drafts don’t send)
  2. Trigger delay: Has the delay period passed?
  3. Milestone status: Is the milestone active?
  4. Email configuration: Is the email action fully configured?
  5. Integration: Is email provider connected?
Check the action history for error messages.
Verify:
  1. Integration connected: Check connector status
  2. Webhook configured: Some CRMs need webhook setup
  3. Trigger conditions: Do they match your CRM data?
  4. Workflow active: Is it in “Active” status?
  5. Stage mapping: Is the correct pipeline/stage selected?
Test with a new CRM record to verify the flow.
Common causes:
  1. Expired link: Magic links expire. Resend invitation.
  2. Wrong email: Verify the email address is correct.
  3. Spam folder: Check customer’s spam/promotions.
  4. Custom domain: If using custom domain, check DNS settings.
Try resending the portal invitation from the account page.
Check:
  1. Action visibility: Is “Portal visible” enabled?
  2. Milestone status: Is the containing milestone active?
  3. Action trigger: Has the action been triggered?
  4. Customer permissions: Is the contact authorized?
Preview the portal as the customer to debug visibility issues.
Try these steps:
  1. Use “Forgot password” on the login page
  2. Check spam folder for reset email
  3. Ensure you’re using your work email
  4. Contact your organization admin
  5. If still stuck, email team@thread.app

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