Frequently Asked Questions

Threads can only connect using IMAP and so please ensure this has been enabled in your mail client settings.

Once you have created your Threads trial account, we can send you a bespoke link that automatically adds your email to Threads using Microsoft’s OAuth: please contact sales@threads.cloud.

We have created a step by step guide to help you configure your gmail account so that emails can be fed into your Threads message hub. If you have any questions regarding these steps please reach out to our support team directly at sales@threads.com.

Watch our Full Set Up Guide here on how to create your Threads Trial and how to add email accounts.

Each email account will need to be added using email credentials. However we are 2FA compatible and your team can create app specific passwords that can be shared and added by one team member.

No, your Threads core subscription is for an unlimited number of users. This could be users who need to make and transcribe calls or users who need to be able to access recordings and transcriptions.

Watch our user guide here here.

If you are based in the UK then you will no doubt be aware that the General Data Protection Regulation (GDPR) came into force in May 2018. A call recording could fall within GDPR if the call recording captures personal information such as name, addresses, phone numbers etc.

In order to justify the recording of calls, businesses must demonstrate that at least one of the following conditions are met:

• The participant has given consent to be recorded for one or more specific purposes;
• Recording is necessary to fulfill a contract to which the participant in the call is a party;
• Recording is necessary for fulfilling a legal obligation to which the recorder is subject;
• Recording is necessary to protect the vital interests of one of more participants;
• Recording is in the public interest or in the exercise of official authority vested in the recorder;
• Recording is in the legitimate interests of the recorder, unless those interests are overridden by the interests of the participants in the call which require protection of personal data.

The rules on call recording vary from country to country so you should check the rules in your home country before deciding whether to opt for this feature.

In principle, Threads can feed call recordings and transcriptions to any CRM, but not all CRMs provide the necessary access for Threads to be able to do this. HubSpot is one CRM that is supported by Threads but check with us if your CRM is compatible.

All data is encrypted at rest on the database server we use, which is hosted on the Amazon Web Services (AWS) infrastructure. Our workflow uses AWS platform tools and encryption protocols in compliance with GDPR and you can read more below:

Privacy Policy

Threads Privacy Settings and Security

Encryption at rest is a method of protecting data stored on a disk or in backup media by scrambling it so that it can only be accessed with a key. This prevents unauthorized access, data leakage, and theft.

If you require your data to be deleted please contact support@threads.cloud.

Threads accesses calls by means of an Application Programming Interface (API) provided by the manufacturer. This connection to your PBX is set-up once at the time of beginning your trial or subscription with us and then will continue to run automatically.

Threads is able to transcribe digitised or VoIP phone calls which it picks up from a telephone system (PBX). FreePBX is an example of a telephone phone system that is supported by Threads, please get in touch to find out if your PBX is compatible.

At the moment we only integrate with HubSpot but if you are interested in integrating your CRM with Threads then please get in touch!

Yes, as long as you have access to the email accounts. Your IT Department should be able to assist with this.

This is no problem at all – Please email your list or requirements to sales@threads for a bespoke quote.

We cannot guarantee a completion date on your migration as this will vary customer to customer but typically the migration will be completed in 2-4 days.

The total time taken will be influenced by how many accounts you are migrating and how far back in time you wish to go. It can also be influenced by how many sub folders in your email folder structure and also by throttling limits imposed by third parties e.g. Gmail.

We will keep you up to date with regular updates throughout your migration.

All migrations are started manually by the Threads Team. Once payment has been received please allow 48 hours for the team to reach out.

Yes. If you decide at the end of the trial you do not wish to proceed we can remove any imported mails from your HubSpot account as long as Threads is still connected. Simply email sales@threads.cloud and we can arrange this.

If you terminate your subscription to Threads then any emails that were logged by Threads since the date that you subscribed will remain in HubSpot. However any attachments to those emails will no longer be visible as we will no longer be storing a copy of those attachments for you.

Typically any new emails sent or received will be synced to Hubspot within a few minutes but this can vary on throttling imposed by mail clients and also on the size of data being sent/ received and ingested by Threads.

If you don’t see your emails appearing in Threads this could be because we are no longer able to access your email account e.g. because you have changed your password. If so, please contact support@threads.cloud who will be able to assist you further.

Our trial account is limited to the last 30 days of historic email. If you want to go back further than this then you will need to subscribe to Threads or purchase a one off migration package. Once you have purchased a migration, we will send you a questionnaire where you can specify the date range for which you would like the data to be migrated.

No. Threads will only import emails where a contact in HubSpot already exists. If there are other email addresses/ domains that you want to exclude just let us know and we can also make sure they are not imported into HubSpot. Just let us have a list of any ‘excluded’ emails/ domains before you start your HubSpot sync. Please note that as standard Threads will not ingest emails from the same internal domain.

If you need help adding contacts to Hubspot we can create a CSV file of your contacts that are included in the Threads migration for a one-off fee of $250.

To sync your Threads and HubSpot accounts, first log in to your Threads account using your unique Threads website (Hint: It will look something like yourcompany.threads.cloud).

Then hover over your initial in the top right hand corner and click the “Link to HubSpot” button.

Once connected pleases allow 10-15 minutes to start seeing emails appearing.

No. Threads will only log emails that are associated with contacts that already exist in HubSpot. Threads does not create new contacts in HubSpot.

We are UK based and have support available typically 9am-5pm Monday to Friday. If you send a message during these hours you can expect to receive a response within 48 hours although this is usually much faster. If you send a response outside of business hours we will aim to get back to you the following business day.

Any transcription hours that you use over your 10 hours included will be automatically invoiced for at the end of the calendar month. Please refer to our pricing pages for our transcription costs.

You will be invoiced at the end of each calendar month for the number of transcription hours you have used, if you would like to check this mid month, please send us an email at sales@threads.cloud and we will be able to give you an update on your usage. Hours will not run out and you will be able to continue using Threads transcription services unless your account has outstanding charges. If you would like help estimating the cost of your monthly usage please send us an email to sales@threads.cloud