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Thread Guides

A Guide for the account.
A helping hand for the customer.

From the first message to the work that follows, a Guide stays with each customer. It reaches out, answers questions, and uses Sidekick to help them get set up.

See how it works
One customer. One continuing conversation.Email, text, and a call lead into a Sidekick setup session. The context stays with the account. Illustrative example

01 / Stay with the customer

One conversation.
Every way to move forward.

A customer replies to a text, asks for a call, then opens a setup link. The Guide keeps the context through it all. When it’s time to do the work, that same conversation leads into Sidekick.

Text

A reply starts the next step.

Reach out with the account’s goal in mind. Answer the customer’s question and keep the follow-up personal.

The detail stays with them.

Send the explanation, a useful link, or a recap. Replies stay in the same account history.

Voice

Talk it through when it helps.

When a call is approved, the Guide can talk through the task and bring the summary back to the account.

Then help them get it done

02 / Sidekick

Less explaining the steps.
More getting them done.

The customer opens a link. Sidekick works in a browser on our side and asks for what’s theirs: a sign-in, a choice, or consent. They can watch the browser while it works.

The Guide does the setup. The customer keeps control.Sidekick works in the browser, waits for the customer’s sign-in, then finishes the connection. Illustrative example

03 / Verify the goal

The result is checked.
The customer can move on.

After the setup, the Guide reads the connection status. Only a matching source result earns “Done — verified.” If the goal is still unmet, the account stays open.

A completed task still needs a check.The Guide reads the source before closing the account and telling the customer it’s done. Illustrative example

04 / Keep your team in the picture

See what happened.
Know where to help.

The account history brings together the customer’s replies, the Guide’s actions, and what it is waiting on. Your team can step in with the context already there.

See which accounts need a hand.A Guide follows through on setup; your team sees the work and the verified result. Illustrative example

Inside the Guide

One account.
All the moving parts.

The conversation, the browser work, and the source checks come back to one account history. Here’s how the pieces fit together.

Text · Email · Voice · Sidekick · Runbooks · Connected tools One continuing account history

With your customer.

A Guide cursor and a customer cursor. Shared work, with distinct roles.

Behind your team.

A browser does the task on a saved team login, within the Runbook’s guardrails.

Checked at the source.

A fresh read connects the work to an outcome your systems can confirm.

Explore the reusable library

Make the next step
an easier one.

A Guide that keeps the context. Sidekick that does the work. A result your systems can confirm.

Talk to the team