A
Agent Template
A reusable agent definition from the catalog that you configure and run as a play inside a Motion. Templates carry the agent’s instructions, tools, and safe defaults; you can customize a copy and promote it for reuse across your org. See Agents in Motions.C
Cohort
A group of customers enrolled with one guide together — typically pasted in as a CSV — and tracked as a single population across the stage funnel. See Cohorts.Collection
The portal’s chat-driven way of gathering information and files from your customers: the concierge asks for what’s needed in conversation instead of presenting a form. See Collection.Concierge
The customer-facing assistant inside the portal. It summarizes where things stand in plain language, answers questions, and collects what’s needed. See Concierge chat.Consent attestation
The record captured at enrollment of who attested that the customer agreed to be contacted, and when. A guide will not send its first text without one — it’s part of the floor. See Enrolling customers.Customer portal
The white-labeled, passwordless site where your customers see where they are, what your team is doing for them, what’s needed from them, and their documents. See Customer portal.E
Enrollment
Putting one customer under a guide’s care: name, contact details, and a consent attestation. Enrollment is the guide’s first wake — it opens the conversation itself. See Enrolling customers.External approval
An approval routed to someone outside Thread — an executive, a partner, a customer stakeholder — via a secure link delivered by email or Slack DM. They verify with a one-time code and decide without ever creating an account. See External approvals.F
The floor
The set of rules enforced in the runtime that never comes off: consent before the first text, quiet hours in the recipient’s local time, STOP honored instantly, every dial clearing the same gates whoever approved it, no self-verification, disclosure, and a complete log. See Compliance.G
Guide
A resident agent assigned to one customer account to drive one outcome over text, email, and voice. You author it in plain English; it works the account patiently and brings your team in when a human is what’s needed. See Guides.H
Handover Brief
A structured set of questions about a new account whose answers Thread drafts from your CRM and call context, then routes to the account’s owner through a secure link for review and sign-off. See Handover Briefs.I
Inbox
The one place everything needing a human lands: approvals, proposed calls, escalations with the whole story attached, customer replies, and wins. You decide in place. See Inbox.M
Milestone
A plain-English customer outcome inside a Motion stage. Agent-confirmed milestones close when an agent verifies them against your connected systems; manual milestones close on a person’s explicit confirmation. Milestones marked required gate the stage advance. See Milestones and verification.Motion
A versioned, staged program for accounts moving through a lifecycle — kickoff, setup, go-live. Each Motion holds the goal, the context, the plays each stage runs, and the milestone criteria for advancing; accounts stay pinned to the version they entered. See Motions.O
Org admin
The role that can author Guides, Motions, Voice Studio agents, Agent Templates, and Workflows, and manage organization settings. Members work from the Inbox, Accounts, and Studio. See User management.Outcome
The concrete result a guide is driving toward — the onboarding completed, the integration connected, the add-on live. An outcome closes only on the read or an explicit human confirmation, never on the agent’s say-so.P
Packet
A named bundle of related documents in Studio that you assemble and share as one unit.Per-action autonomy
The per-action switch on an agent’s outbound work. Actions set to Already sent go out autonomously and appear in the log; actions set to Needs your OK pause in the Inbox until someone approves them. See Agents in Motions.Play
A unit of work a Motion runs inside a stage — most often an agent, sometimes a workflow or an email. See Motions and Email plays.Q
Quiet hours
Windows in the recipient’s local time when a guide will not text or call, enforced in the runtime. Outreach attempted during quiet hours waits for the next open window; a proposed call during them is refused. See Compliance.R
The read
A fresh, logged check of the customer’s own system of record — a CRM field, a warehouse row, product data — made by the agent through a scoped read tool. The read is the only agent-side way an outcome closes, and every read leaves a receipt in the log. See Outcomes and verification.Rehearsal
A sandboxed run of a guide before it ever touches a real customer: you play the customer, skip time forward to trigger future wakes, and place a test call in the browser. Outbound is shadowed, and a rehearsed close is labeled as rehearsed — never verified. See Rehearsal.Resident agent
What a guide is: an agent that lives on one account with its own memory and a single outcome it pursues, rather than a one-shot automation. See Guides.S
Saved view
A filtered slice of the Inbox you name and return to — for example, everything waiting on you for one segment of accounts. See Triage.Stage
One phase of a Motion, with its own plays, milestones, and exit criteria. Advancing an account to the next stage is always proposed to a person, never automatic. See Motions.STOP
The opt-out keyword. A customer reply of STOP ends contact instantly — across every guide and every channel — and the suppression outlives the current enrollment. See Compliance.Studio
Your organization’s document library: AI-generated, branded documents and decks, packets, and chat over your documents. See Studio.V
Voice Studio
Where org admins build, hear, and publish the voice agents that guides use on calls. A guide dials on its own judgement unless you ask it to check with you first; either way the dial clears the same gates, and the agent discloses that it’s an AI when asked. See Voice Studio.W
Wake
One turn of a guide’s loop. A guide wakes when a customer replies, when a timer it set for itself fires, or when you act on it — and each wake is recorded on the watch page. See The watch page.Watch page
The per-customer page showing a guide’s complete log — every send, reply, source-read receipt, and wake, each entry naming what woke the guide — plus a plain-language summary of where things stand and one-tap operator actions. See The watch page.Workflow
The routing layer inside a Motion: it reads each account’s state from your connected systems and sends the account down the right path — the right stage, the right plays, the right owner. See Workflows.FAQ
Common questions and answers
How Thread works
How these pieces compose