Onboarding: New Client Onboarding Sequence Playbook

What This Playbook Does

Within this playbook, you’re able to add checklists, helpful resources, and key information to guide your clients through the onboarding process.

This can include:

• Important documents
• Next steps
• Introductory information about your services

Really, anything you want to share to properly introduce your firm and set expectations.

How to Access the Playbook

To get started:

1. Log into your account
2. Navigate to Playbooks on the left-hand side
3. Select New Client Onboarding Sequence

Editing the Sequence

Once inside, you’ll see that we’ve already provided a pre-built onboarding sequence, so you can activate it immediately.

However, you can fully customize it by:

• Editing existing emails
• Adjusting wait times between steps
• Modifying or removing steps

You can also click “Add Step” to expand your workflow.

Available Actions

When adding a new step, you can choose from actions such as:

• Wait
• Send an email
• Send a text message
• Create a task
• Share or write a blog post

You can also:

• Create intake forms
• Send engagement letters

Everything you need to fully automate your onboarding process is available here.

Trigger Settings

To ensure this runs automatically, head to the Settings section.

By default, the trigger is set to:
When a new client is added to your Client Hub.

This means the moment a new client is created, the onboarding sequence begins automatically.

You can also:

• Apply this to inactive users
• Or switch to a tag-based trigger if you want more control

Using Tags (Optional)

If you prefer using tags:

1. Disable the default trigger
2. Select tag-based trigger
3. Assign a tag to this playbook

Then, in your Client Hub:

• Open any client
• Add or manage tags on the left-hand side

Once the tag is applied, the playbook will trigger.

Sequence Settings

You also have control over how the sequence runs:

• Set your time zone
• Define sending time restrictions
• Choose whether messages send on:
  • Weekdays only
  • Saturdays
  • Or full weekends

You can also enable duplicate prevention, ensuring clients are only enrolled in one playbook at a time.

Tracking and Analytics

Within the playbook, you can track performance, including:

• How many clients entered the sequence
• Step open rates
• Overall completion of the onboarding process

This gives you full visibility into how effective your onboarding is.

Final Step: Activate

Once everything is set up:

Simply switch the playbook status to Active, and you’re ready to go.

Closing

With this playbook in place, your onboarding process becomes fully automated, ensuring every client receives a consistent, organized, and professional experience from day one.