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

# Roll Thread out across your business

> The owner's rollout plan for Thread: change management, the phased onboarding journey, and launching to clients in waves — no big-bang required.

export const MarkComplete = ({id, signalDone = false}) => {
  const KEY = "thread-onboarding-completed";
  const read = () => {
    try {
      return JSON.parse(localStorage.getItem(KEY) || "[]");
    } catch (e) {
      return [];
    }
  };
  const [localDone, setLocalDone] = useState(false);
  const done = signalDone || localDone;
  useEffect(() => {
    const sync = () => setLocalDone(read().includes(id));
    sync();
    window.addEventListener("thread-onboarding-updated", sync);
    return () => window.removeEventListener("thread-onboarding-updated", sync);
  }, [id]);
  const toggle = () => {
    if (signalDone) return;
    const list = read();
    const next = list.includes(id) ? list.filter(x => x !== id) : [...list, id];
    try {
      localStorage.setItem(KEY, JSON.stringify(next));
    } catch (e) {}
    setLocalDone(next.includes(id));
    window.dispatchEvent(new Event("thread-onboarding-updated"));
  };
  return <button onClick={toggle} style={{
    width: "100%",
    padding: "0.7rem 1rem",
    marginTop: "1.5rem",
    borderRadius: "8px",
    border: "1px solid " + (done ? "#00B398" : "rgba(128,128,128,0.35)"),
    background: done ? "rgba(0,179,152,0.12)" : "transparent",
    color: done ? "#00B398" : "inherit",
    fontWeight: 600,
    fontSize: "0.95rem",
    cursor: "pointer",
    display: "flex",
    alignItems: "center",
    justifyContent: "center",
    gap: "0.5rem"
  }}>
      <span aria-hidden="true">{done ? "✓" : "○"}</span>
      {done ? "Completed" : "Mark as complete"}
    </button>;
};

export const ByRoleProgress = () => {
  useEffect(() => {
    const KEY = "thread-onboarding-completed";
    const TEAL = "#00B398";
    const BASE = "/start-here/roles/";
    const DONE_ICON = '<svg class="thread-rc-doneicon size-4" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="#00B398" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg" aria-hidden="true">' + '<path d="M22 11.08V12a10 10 0 1 1-5.93-9.14"/>' + '<polyline points="22 4 12 14.01 9 11.01"/></svg>';
    const COURSES = [{
      slug: "technician",
      steps: ["why-thread", "get-around-inbox", "day-one-setup", "daily-workflows", "ai-toolkit", "notifications-and-customers"]
    }, {
      slug: "dispatcher",
      steps: ["why-dispatch-in-thread", "read-the-board", "assign-and-schedule", "ai-for-dispatch"]
    }, {
      slug: "service-ops-manager",
      steps: ["set-up-the-desk", "sla-and-dispatch", "analytics-and-qa", "roll-out-and-adopt"]
    }, {
      slug: "csm-account-manager",
      steps: ["client-intelligence-and-health", "qbrs-and-reporting", "retention-and-expansion"]
    }, {
      slug: "security-compliance-owner",
      steps: ["security-work-in-thread", "data-and-compliance", "security-runbooks"]
    }, {
      slug: "sales-business-development",
      steps: ["the-ai-service-pitch", "quote-and-handoff"]
    }, {
      slug: "msp-owner-leadership",
      steps: ["the-rollout", "outcomes-and-analytics", "scale-ai-service"]
    }, {
      slug: "automation-engineer",
      steps: ["flows-and-intents", "thread-mcp-and-api", "build-with-super-magic"]
    }];
    const COURSE_SLUGS = new Set(COURSES.map(c => c.slug));
    const readLocal = () => {
      try {
        return JSON.parse(localStorage.getItem(KEY) || "[]");
      } catch (e) {
        return [];
      }
    };
    const isDone = (done, id) => done.includes(id);
    const decorate = () => {
      const done = readLocal();
      const scope = document.getElementById("sidebar-content") || document;
      const links = [...scope.querySelectorAll('a[href*="' + BASE + '"]')].filter(a => !a.closest("main"));
      links.forEach(a => {
        const m = (a.getAttribute("href") || "").match(/\/start-here\/roles\/([^/?#]+)\/([^/?#]+)/);
        if (!m) return;
        if (!COURSE_SLUGS.has(m[1])) return;
        const id = m[1] + "/" + m[2];
        const d = isDone(done, id);
        const has = a.querySelector(".thread-rc-check");
        if (d && !has) {
          const s = document.createElement("span");
          s.className = "thread-rc-check";
          s.textContent = "✓ ";
          s.style.color = TEAL;
          s.style.fontWeight = "700";
          a.insertBefore(s, a.firstChild);
        } else if (!d && has) {
          has.remove();
        }
      });
      COURSES.forEach(course => {
        const li = scope.querySelector('li[id="' + BASE + course.slug + '"]');
        if (!li) return;
        const row = li.querySelector(":scope > button") || li.querySelector(":scope > a") || li.firstElementChild;
        if (!row) return;
        const nameSpan = [...row.querySelectorAll("span")].find(s => s.textContent.trim() && !s.classList.contains("thread-rc-coursecheck"));
        if (!nameSpan) return;
        const allDone = course.steps.length > 0 && course.steps.every(s => isDone(done, course.slug + "/" + s));
        const has = nameSpan.querySelector(".thread-rc-coursecheck");
        if (allDone && !has) {
          const s = document.createElement("span");
          s.className = "thread-rc-coursecheck";
          s.setAttribute("aria-hidden", "true");
          s.style.display = "inline-flex";
          s.style.alignItems = "center";
          s.style.verticalAlign = "-0.2em";
          s.style.marginRight = "0.35em";
          s.innerHTML = DONE_ICON;
          nameSpan.insertBefore(s, nameSpan.firstChild);
        } else if (!allDone && has) {
          has.remove();
        }
      });
    };
    decorate();
    const iv = setInterval(decorate, 600);
    window.addEventListener("thread-onboarding-updated", decorate);
    window.addEventListener("storage", decorate);
    return () => {
      clearInterval(iv);
      window.removeEventListener("thread-onboarding-updated", decorate);
      window.removeEventListener("storage", decorate);
    };
  }, []);
  return null;
};

<ByRoleProgress />

Rolling out Thread isn't a software install — it's a change-management project. It works when your techs trust the AI before customers ever see it, and when customers experience it as an upgrade, not a replacement. Get the sequence right and adoption compounds; get it wrong and your team quietly bypasses the AI back into the PSA. This lesson is the plan.

## The rollout in four stages

Thread lands the same way whether you're launching for the first time or expanding into a new product like Voice AI. Four stages, in order:

1. **Start internal.** Techs see the AI work — Contact Intelligence surfacing history, the Triage Agent gathering scope — before a single customer is switched on.
2. **Roll out in waves.** A controlled set of clients beats a big bang. Pilot on one or two, refine, then expand.
3. **Define AI vs. human ownership.** Make it explicit what the AI handles, what a tech handles, and what triggers a handoff — so nobody's confused about who owns what.
4. **Share proof quickly.** Pull the response-time and auto-resolution numbers early and put them in front of your team and your clients.

<Card title="Thread Partner Change Management Guide" icon="clipboard-list" href="/get-started/thread-partner-change-management-guide">
  The full playbook: the wave table with timing, the AI-vs-human ownership matrix, the escalation matrix, internal email templates, and the metrics worth pulling. This is your rollout reference — don't rebuild it, run it.
</Card>

## Start internal — earn tech trust first

If engineers don't trust the AI, they bypass it, and that degrades service. So the first stage is entirely internal:

* Stand up the workspace, connect your PSA (ConnectWise, Autotask, or HaloPSA), and turn on assistive AI — Auto Title, Auto Categorization, Auto Prioritization.
* Run internal test tickets to verify PSA sync end to end.
* Let the team watch Contact Intelligence surface a returning contact's history, and experience a Triage Agent handoff firsthand.
* Review early auto-categorizations for accuracy before you flip anything customer-facing.

<Tip>
  Make **"live in Inbox, not the PSA"** the standard from day one. Everything a tech does in Inbox syncs to the PSA automatically. If your team treats Inbox as home base, the AI learns from every resolution; if they keep working in the PSA, it never does. Tech adoption is the whole ballgame for ROI.
</Tip>

## Follow the onboarding journey

You don't have to invent the sequence. The **AI Service Unleashed onboarding journey** is the staged rollout your Thread Customer Success Manager runs with you — from creating the workspace to going live with AI, chat, and voice. Each stage is a set of short lessons your team can self-serve alongside the CSM's calls.

<Card title="Your onboarding journey" icon="rocket" href="/onboarding/overview">
  The ten stages, from "Set up your workspace" to "AI Service Unleashed." Your CSM drives the timeline; this is the companion your team works through.
</Card>

Your role across the journey isn't to click every setting — it's to set the standard, unblock decisions (which boards, which pilot clients, which brand name for the bot), and keep the team moving to the next stage.

## Launch to clients in waves

Once your team trusts the workflow, expand to customers in controlled waves rather than all at once. Pilot clients should be tech-savvy, low-complexity, and communicative — save mission-critical, change-resistant accounts for later waves.

For each wave: brief the team, configure that client's Messenger branding and routing, send the announcement, then watch the AI closely for the first 48–72 hours before moving on.

To make the customer-facing side turnkey, Thread gives you white-labeled rollout assets your clients see:

<Card title="Craft your white-labeled rollout campaign" icon="bullhorn" href="/adoption/craft-your-white-labeled-thread-customer-rollout-campaign">
  Generate a branded Quick Start Guide and marketing rollout email so each client understands the new support channel and adopts it faster.
</Card>

<Info>
  Transparency builds trust — don't hide the AI from customers. Position it as an upgrade that benefits them: faster responses, 24/7 availability, a tech who already knows their history. Lead with the outcome, never the technology.
</Info>

<MarkComplete id="msp-owner-leadership/the-rollout" />

## Next

Your rollout is only as good as the proof behind it. See how leadership reads the outcomes and turns them into a weekly rhythm.

<Card title="Prove the outcomes" icon="chart-line" href="/start-here/roles/msp-owner-leadership/outcomes-and-analytics">
  Magic Analytics for leadership, the ROI story, and your weekly scorecard ritual.
</Card>


## Related topics

- [MSP Owner / Leadership](/start-here/roles/msp-owner-leadership.md)
- [Roll out & drive adoption](/start-here/roles/service-ops-manager/roll-out-and-adopt.md)
- [Welcome to Thread](/index.md)