> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thread.app/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ

> Frequently asked questions about Thread

## General Questions

<AccordionGroup>
  <Accordion title="What is Thread?">
    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.
  </Accordion>

  <Accordion title="Who is Thread for?">
    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.
  </Accordion>

  <Accordion title="How does Thread pricing work?">
    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](https://thread.app) or [schedule a demo](https://stitch.thread.app/signup) to learn more.
  </Accordion>

  <Accordion title="Is my data secure?">
    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.
  </Accordion>
</AccordionGroup>

***

## Getting Started

<AccordionGroup>
  <Accordion title="How do I sign up for Thread?">
    1. Visit [stitch.thread.app/signup](https://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.
  </Accordion>

  <Accordion title="What's the best way to get started?">
    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](/introduction/getting-started) walks through each step.
  </Accordion>

  <Accordion title="Can I import existing customers?">
    Yes! Use [Manual Upload](/admin-guide/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.
  </Accordion>

  <Accordion title="How long does setup take?">
    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.
  </Accordion>
</AccordionGroup>

***

## Templates

<AccordionGroup>
  <Accordion title="Can I edit templates after applying to accounts?">
    **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).
  </Accordion>

  <Accordion title="How many templates can I create?">
    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.
  </Accordion>

  <Accordion title="Can I duplicate templates?">
    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.
  </Accordion>

  <Accordion title="What's the difference between milestones and actions?">
    **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.
  </Accordion>

  <Accordion title="How do I create AI-powered templates?">
    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.
  </Accordion>
</AccordionGroup>

***

## Actions

<AccordionGroup>
  <Accordion title="Do actions send automatically?">
    **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.
  </Accordion>

  <Accordion title="Can I undo sending an action?">
    **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.
  </Accordion>

  <Accordion title="What's the difference between executable and non-executable actions?">
    **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
  </Accordion>

  <Accordion title="How do action triggers work?">
    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
  </Accordion>

  <Accordion title="Can customers see all actions?">
    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.
  </Accordion>
</AccordionGroup>

***

## Workflows

<AccordionGroup>
  <Accordion title="What's the difference between templates and 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.
  </Accordion>

  <Accordion title="Do I need workflows?">
    **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.
  </Accordion>

  <Accordion title="What happens if a workflow fails?">
    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.
  </Accordion>

  <Accordion title="Can I test workflows before going live?">
    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.
  </Accordion>
</AccordionGroup>

***

## Customer Portal

<AccordionGroup>
  <Accordion title="How do customers access the 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
  </Accordion>

  <Accordion title="Can customers invite their teammates?">
    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.
  </Accordion>

  <Accordion title="Can I customize the portal appearance?">
    Yes, through [Branding settings](/admin-guide/branding):

    * **Logo**: Your company logo
    * **Colors**: Primary/accent colors
    * **Custom domain**: your-portal.yourcompany.com

    Branding applies to all customer portals for your organization.
  </Accordion>

  <Accordion title="What can customers see in the portal?">
    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
  </Accordion>
</AccordionGroup>

***

## Integrations

<AccordionGroup>
  <Accordion title="Which integrations are available?">
    **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](/integrations/overview) for details on each.
  </Accordion>

  <Accordion title="Are integrations required?">
    **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.
  </Accordion>

  <Accordion title="How do I connect an integration?">
    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.
  </Accordion>

  <Accordion title="Can I disconnect an integration?">
    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.
  </Accordion>

  <Accordion title="What data does Thread access from integrations?">
    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.
  </Accordion>
</AccordionGroup>

***

## Account Management

<AccordionGroup>
  <Accordion title="How do I assign a CSM to an account?">
    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
  </Accordion>

  <Accordion title="Can multiple CSMs work on one account?">
    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.
  </Accordion>

  <Accordion title="How do I delete an account?">
    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.
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="My email actions aren't sending">
    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.
  </Accordion>

  <Accordion title="Workflow isn't triggering from CRM">
    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.
  </Accordion>

  <Accordion title="Customer can't access the portal">
    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.
  </Accordion>

  <Accordion title="Forms aren't appearing in customer portal">
    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.
  </Accordion>

  <Accordion title="I'm locked out of my account">
    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](mailto:team@thread.app)
  </Accordion>
</AccordionGroup>

***

## Still Have Questions?

<CardGroup cols={2}>
  <Card title="Sign In" icon="right-to-bracket" href="https://stitch.thread.app/login">
    Log in to your Thread account
  </Card>

  <Card title="Support" icon="envelope" href="mailto:team@thread.app">
    Email our support team
  </Card>

  <Card title="Documentation" icon="book" href="/introduction/getting-started">
    Browse the full documentation
  </Card>

  <Card title="Glossary" icon="list" href="/reference/glossary">
    Look up Thread terminology
  </Card>
</CardGroup>