Onboard a client workspace

Start with an existing workspace

First create the client workspace. Open Organization > Onboarding to find its launch checklist. The list combines shared steps with any steps added only for that client.

Onboarding tracks readiness. Creating a checklist or marking a manual task complete does not itself provision a number, publish an agent, or activate billing.

Configure your shared checklist

1. Open Manage steps

   Select Manage steps at the top of Onboarding. Shared steps apply across your clients, so review the scope before changing or deleting one.

2. Name the task and choose how it completes

   Use Manual for work a person confirms. Choose a tracked signal for work the platform can detect, such as a phone number assignment.

3. Set a target day and owner

   Target days count from workspace creation. Enter a day from 1 to 365, or leave it blank for no timeline. Choose the team member responsible for the task, or leave it unassigned.

4. Save the step

   Use the checkmark button to save an edited row. For a new row, complete its fields and select Add.

/org/onboarding

Understand automatic and manual steps

Steps marked Auto update from platform activity and have no manual completion checkbox. Assign an owner even for an automatic step so someone follows up when the signal is missing.

Work through a client's checklist

1. Find and open the client

   Search for the workspace, then select its row to open Client onboarding checklist. Review progress, the current stage, and overdue tasks.

2. Assign responsibility

   Choose an owner beside each task. A client-specific owner overrides the shared owner for that client.

3. Record the work

   Complete the setup in the relevant workspace or Organization page. Check completed manual tasks. Use Add a note for decisions, handoff information, and outstanding questions.

4. Add client-specific work

   Add a step for work unique to this client. Enter the task name, what you are waiting for, who or what completes it, and an optional target day.

5. Handle a step that does not apply

   Waive the shared step for this client. It moves to Waived for this client and no longer counts toward completion. Select Put it back to restore it.

Find clients that need attention

Sort by overdue time, progress, time in onboarding, or workspace name. A task with no target day has no individual overdue deadline. The checklist's latest target day determines its overall target; if no task has a target, the overview uses 14 days.

Complete the client handover

Check the client's brand, member access, provider connections, assigned number, and billing state. Review a real call and any required recording, then finish the owner sign-off task. Live describes checklist completion; confirm the workspace is also active before handing it over.