Staff-managed customer onboarding

Customers do not always finish portal setup on their own—and front desk should not be locked out from helping.

Why we built it

When customer onboarding is enabled and the customer has portal access, the contact detail page shows an Onboarding card with percent complete, a step timeline, and a checklist of configured steps (documents, contracts, payment, mobile app, and more). Staff can Done or Skip each step, or Mark complete for the entire flow. That updates the same progress the customer sees in the portal, so blockers clear without pretending the customer clicked through. If there is no login yet, completing steps can still advance setup using the email on file. Unsigned onboarding contracts are called out so staff know when finishing a step (or marking complete) lifts the portal gate.

Who it is for

Front desk helping owners finish paperwork during intake.
Managers unblocking portal access after paper contracts were signed in person.
Teams using Save as a lead who later send a portal invite and walk the customer through remaining steps.

What you can do

Open a customer with portal access and review the Onboarding section on their contact page.
Use Done when staff verified a step in person (ID collected, card taken, contract filed).
Use Skip when a step does not apply to that customer but should not block the rest of the flow.
Choose Mark complete when every required item is handled and the customer should enter the app without further gates.

Customer contact detail page — The onboarding card appears on the staff contact record when portal onboarding is active and incomplete.

How it fits your day

A collector signs storage paperwork at the desk while you Done the contract and document steps, then hand them an iPad for payment. When they leave without finishing, Mark complete or individual Skip actions prevent them from being stuck on a step they already handled offline.