Onboarding Workflows

Onboard new clients with repeatable workflows.

What are Onboarding Workflows?

Onboarding workflows let you create structured, step-by-step processes for bringing new clients on board. Instead of chasing emails and tracking progress in spreadsheets, you define the steps once as a template and then launch an instance of that workflow for each new client.

Key Concepts

• Template — A reusable blueprint of the onboarding steps (e.g., "New Client Onboarding" with 8 standard steps)
• Instance — A live version of a template started for a specific client

Creating an Onboarding Template

Go to Onboarding → Templates.

1. Click New Template.
2. Give the template a name and description.
3. Add steps:
   • Step name — What needs to happen (e.g., "Sign Contract", "Complete Intake Form", "Initial Briefing Call")
   • Description — Instructions for completing this step
   • Order — Position in the sequence
   • File upload — If this step requires the client to upload a document
4. Click Save.

Templates are reusable — create one template for each type of engagement you run (e.g., "Standard Project Onboarding", "Healthcare New Patient", "Legal Retainer Setup").

Starting an Onboarding Instance (for a Client)

Go to Onboarding → Instances.

1. Click New Instance.
2. Fill in:
   • Template — Choose the template to use
   • Contact — The client going through onboarding
   • Organization — The client's company (optional)
   • Deal — The deal this onboarding relates to (optional)
   • Assigned to — The team member managing this process
3. Click Save.

The instance is created with all steps from the template, each starting as incomplete.

Managing an Onboarding Instance

Open any active instance to see the full step list.

Completing a Step

1. Open the instance.
2. Find the step.
3. Click Mark Complete.

Updating Step Details

You can edit individual step details within an instance:

1. Open the step.
2. Update the description, notes, or instructions.
3. Save.

Uploading Files for a Step

If a step requires a file upload (e.g., a signed contract):

1. Open the step.
2. Click Upload.
3. Select the file.

Sending Step Reminders

If a client or team member has not completed a step:

1. Open the step.
2. Click Send Reminder.
3. A reminder email is sent to the relevant person.

Forcing Completion

In exceptional cases where you need to mark the entire instance as complete:

1. Open the instance.
2. Click Force Complete.

Who can force complete? Owners and Admins only.

Generating a Secure Access Token

To give a client access to view or contribute to their onboarding instance (without requiring a full account):

1. Open the instance.
2. Click Generate Token.
3. Set an expiry date for the link.
4. Share the generated link with the client.

Filtering Instances

Go to Onboarding → Instances and filter by:

• Status — Active, Complete, etc.
• Contact — A specific client
• Organization — A specific company
• Deal — A specific opportunity
• Assigned to — A specific team member

Frequently Asked Questions

Can clients see and interact with their onboarding steps? Yes, using the secure access token link. Clients can view their steps and upload required documents through that link without needing a full account.

Can I use the same template for multiple clients at the same time? Yes. Templates are blueprints — you can create as many instances as you need from any template, each for a different client.

What happens to files uploaded during onboarding? Uploaded files are stored in your workspace's document library and linked to the onboarding step and instance.

Can I edit a template after instances have been started from it? Editing a template only affects future instances. Existing instances are not changed when you update the template.