Support

The basics of Thread

What is Thread, and how does it help sellers?

Thread is a SaaS platform designed for B2B sellers to seamlessly present content, recommend relevant materials based on prospect conversations, and guide sellers in asking the right questions to complete sales process reporting. It streamlines sales interactions, ensuring reps always have the right resources and insights to close deals effectively.

What platforms does Thread support?

Thread is available on both Mac and Windows, ensuring compatibility across different operating systems for seamless access and collaboration.

What types of content can I upload to Thread?

You can upload slides, PDFs, images, and videos. This allows sellers to present a variety of content formats to prospects, ensuring engaging and informative sales conversations.

Can I customize my sales process inside Thread?

Yes! You can fully customize your sales process, including the questions sellers should ask and the exit criteria for each stage. This ensures that your sales team follows a structured, data-driven approach tailored to your organization’s needs.

How does Thread recommend content?

Thread analyzes ongoing conversations with prospects and suggests relevant content based on keywords, topics, or objections raised. This helps sellers deliver the right materials at the right time to drive engagement.

What video platforms does Thread support?

Thread works seamlessly with all your favorite video platforms, including Zoom, Microsoft Teams, Google Meet, Slack, and Byond. Whether you’re presenting in a live meeting or sharing content asynchronously, Thread ensures a smooth experience across all major collaboration tools.

Security & Privacy

How we handle security, data, and privacy

Does Thread use my data to train AI models?

No, we do not use your data to train AI. Your content, conversations, and insights remain completely private and are only used to improve your own experience within Thread.

How is my sales data secured within Thread?

Thread uses enterprise-grade security protocols, including data encryption and access controls, to ensure your information remains protected and accessible only to authorized users.

Content & collaboration

How does Thread work at your company

Can multiple sellers in my organization access the same content?

Yes! Thread allows sellers to build and share playlists within an organization. This ensures that all reps have access to the best-performing content, reducing redundancy and maintaining consistency in messaging.

Can I create curated content playlists for different sales scenarios?

Absolutely! You can create and share customized playlists with different pieces of content grouped by sales stage, industry, or prospect needs. This helps streamline presentations and ensures reps always have the right materials on hand.

Can Thread integrate with my existing sales tools (CRM, email, etc.)?

While Thread doesn’t replace your CRM, it complements it by ensuring all necessary sales data is captured. CRM integration capabilities may be available depending on your setup—reach out to us for details.

Working with video calls

How does Thread work with different video call providers

How does Thread work with Zoom?

Thread works with Zoom via the Thread Copilot Zoom app. Read more on how to use Thread with Zoom here.

How does Thread work with Google Meet?

Once Thread is synced with your calendar or given a meeting ID, Thread will attempt to join the meeting like any other participant. Once it is admitted, Thread can start sharing content & making content suggestions.

How does Thread work with Microsoft Teams

Getting started

Getting started with Thread is VERY easy!

How do I onboard my team onto Thread?

Getting started is easy! Simply sign up, upload your content, customize your sales process, and invite your team. We also offer onboarding support to ensure a smooth transition.

What kind of support does Thread offer?

We provide dedicated customer support, including onboarding assistance, training resources, and responsive help for any issues or questions.

Contacting us

Our commitment to fast support and sustained excellence

Contacting Thread support

The Thread team is small but mighty and cares deeply about your experience with both the Thread desktop app AND the Thread Copilot in Zoom. If you ever run into any issues with features or functionality, please don't hesitate to reach out to us at:

team@thread.cam

Our commitment to customers: Thread's SLA (Service-level agreement)

This Service Level Agreement (SLA) outlines the service commitments and support guarantees for customers using Thread. This SLA applies to all paid subscriptions and defines the levels of service, uptime commitments, and response times for support requests.‍

‍Thread is committed to providing a highly available and reliable service. We strive for a 99.5% uptime availability for the platform per calendar month, excluding scheduled maintenance and force majeure events.
‍Exclusions: Downtime caused by scheduled maintenance, force majeure events (e.g., natural disasters, internet provider failures), or customer misconfiguration is excluded from this commitment.
‍Credit Policy: If uptime falls below 99.5%, customers may request a service credit equal to a percentage of their monthly subscription fee.

Support Services: Thread provides customer support based on the following response time commitments (during business hours)

Critical: Service is completely unavailable or major functionality is broken, preventing business operations. 1 hour
High: Major issue impacting multiple users, but partial functionality is available. 4 hours
Medium: Moderate issue affecting a single user or minor features. 24 hours
Low: General inquiries, feature requests, or cosmetic issues. 48 hours

Support hours

‍‍Support Hours: Standard support is available Monday – Friday, 9 AM – 6 PM (Pacific Standard Time).
Emergency Support: Critical issues reported outside of business hours will be addressed as soon as possible via email correspondence.

Maintenance & Updates

Scheduled Maintenance: Customers will be notified at least 48 hours in advance of any planned downtime.
Unscheduled Maintenance: If an urgent fix is required, we will make reasonable efforts to notify customers.