How Thread works & Support

For clients

Clients primarily use the Thread iPhone app to journal between sessions using voice or text. A client web experience is also available, but the iPhone app is the main way to capture everyday experiences.

Your journal remains yours and under your control. You can connect to a participating professional, but they receive access only after you explicitly permit the relationship. An invitation or App Store link alone does not grant journal access.

You can disconnect a professional at any time. Once disconnected, that professional can no longer access your current or historic journal information through that relationship in Thread. Disconnecting does not delete your journal.

For professionals

Professionals use Thread through the secure web portal, not the client iPhone app. Thread prepares a report from the client’s journal for each reporting week, using the reporting-week start day and timezone configured for that client relationship.

Each report selects material relevant to that professional’s relationship with the client. Together, the weekly reports form an ongoing, source-linked pre-session brief to support normal preparation and professional judgement. Reading the client’s entire journal is not the intended everyday workflow; professionals can inspect the authorised sources behind report material.

Different professionals see different things

Different professionals may receive different relevant material from the same client’s journal. For example:

The unrelated kettle detail would normally be omitted because it is not relevant to either relationship. The original client journal remains unchanged: Thread selects relevant material and grounds each professional report in its sources, rather than rewriting the client’s history.

AI can make mistakes or miss relevant context. Reports support, rather than replace, the professional’s judgement and review of the linked evidence.

Focus and Query

Focus looks forwards

Professional Focus lets a professional tell Thread about something they particularly want future reports to pay attention to. A counsellor could ask Thread to notice occasions when shopping appears to affect mood. Future reports can consider that focus alongside the usual relevance to the relationship.

Adding or substantially editing a focus can also prompt a one-off, bounded review of earlier material. Focus does not rewrite old journal entries or retrospectively alter the client’s history.

Query looks backwards

A professional can ask a question about previous reports, for example:

Has hip mobility improved over the past six months?

Thread uses the client’s previous reports, alongside authorised source evidence, to help answer the question. Answers depend on the available material and may have incomplete coverage; they do not silently change the underlying journal.

Privacy and control

Journal entries, accepted transcripts and reports are encrypted by Thread before durable storage. Authentication, database access controls and authorised server-side decryption work together to protect content. Professional access is controlled through explicit, active client-professional relationships, which clients can end.

Organisation or platform administration alone does not grant routine journal-content access. Thread is designed so the service can be operated without administrators casually reading clients’ journal content. Authorised server-side services process the material needed for functions such as transcription and reports; this is not a claim that Thread can never process or access content.

Read Privacy and your data for details about processing, service providers, retention and your choices.

Support

For help with Thread, email support@makemythread.com. You can also send feedback through Help inside Thread. You do not need to sign in to email support. Please avoid including sensitive journal content in a support email.

Thread does not provide therapy, diagnosis or treatment, and does not replace professional judgement. It is not a client-professional messaging service or an emergency/crisis service.

Thread is not monitored for emergencies. Do not use feedback or support email to request urgent help. Contact your professional, NHS 111, emergency services or another appropriate support route when needed.