Onboarding board
The Onboarding board is where you track new customers from the first phone call to a working connection. Each customer is a card, and each stage of your sign-up process is a column. You drag a card from left to right as the work moves along.
Open it from Sales & Promos → Onboarding (/dashboard/onboarding).
Use it when installations take more than one visit: someone takes the enquiry, a technician surveys the site, stock is requested, the installation happens, and the customer is on trial before being signed off. Everyone on the team can see where each customer is.
The stages
Section titled “The stages”A new business starts with these columns:
| Stage | Typical use |
|---|---|
| Leads | A new enquiry. Every new card starts here. |
| Account Setup | Create the customer’s account and pick their package. |
| Site Visit | A technician checks the location. |
| Awaiting Inventory | Waiting for equipment such as a router or cable. |
| Installation | The connection is being installed. |
| Trial | The customer is connected and trying the service. |
| Completed | Done. |
Each column header shows how many cards are in it.
Add a lead
Section titled “Add a lead”- Click New Lead.
- Fill in Customer name, and optionally Account number, Phone, Location / address and Lead source (for example “Referral” or “Facebook”).
- If your business uses branches, choose the Branch.
- Save. The card appears in Leads and is assigned to you.
Work a card
Section titled “Work a card”Click a card to open it. From there you can:
- Edit the details: name, account number, phone, location, Pending action (e.g. Awaiting cable), Priority (Low, Normal, High, Urgent) and Notes. Click Save.
- Reassign the card to another team member, if you’re a manager.
- Request inventory for this customer: pick an item type and the number of units. The request shows on the card with its status (Pending, Approved, Rejected or Cancelled) and goes to your inventory team for approval. See Inventory.
To move a card, drag it to another column.
The card face shows the customer name, priority, account number, any pending action (highlighted), inventory requests and who it’s assigned to, so you can scan the board quickly.
Create the customer from the card
Section titled “Create the customer from the card”When you’re ready to give the customer a real account, click + Create Customer on the card. You can create:
- a PPPoE Customer: pick a PPPoE package, and optionally an account number and branch; or
- a Hotspot Customer: pick a hotspot package, and optionally the device’s MAC address and branch.
The new customer is linked to the card. The card then shows a PPPoE: or Hotspot: link that opens the customer’s page, and the + Create Customer button goes away.
Filters
Section titled “Filters”Use the bar above the board to narrow it down:
- Search: customer name or account number.
- Priority: show only one priority.
- Branch: when your business uses branches.
- Assigned to me: only your own cards.
Who can do what
Section titled “Who can do what”Everyone with access to the board can see every card. A team member can edit and move a card only if it’s assigned to them. Managers (owners, admins, operators, and people with the customers or onboarding admin roles) can edit any card and reassign cards to others. Cards you can’t edit appear locked.
Roles such as technician, sales_rep and branch_manager include onboarding access and are a good fit for field staff. See Team members and roles.