Onboarding Flow

Overview

The onboarding flow is how a new customer goes from a contact in your CRM to an active portal user who has reviewed their scope, signed their contract, and added a payment method. It's designed to be completed in a single sitting on any device — laptop or phone — in under 10 minutes.

The contractor initiates it; the customer completes it. Once onboarding is done, the portal is fully active and the job can proceed.

The 4 Steps

Step 1 — Contractor Sends Invite

The contractor creates the estimate and contract in the CRM, then clicks Send Portal Invite. The customer receives a branded email and/or SMS with a secure link. The link expires in 72 hours; if unused, the contractor can resend it from the contact record.

Step 2 — Customer Sets Up Account

The customer opens the link and creates their account using phone verification, magic link, or email + password. Profile fields: name, address, preferred contact method. Account creation takes under 2 minutes.

Step 3 — Review Scope & Estimate

The customer sees the full scope of work and itemized estimate. They can read line items, see the total, and ask a question via the messages feature. Approval or rejection is one click — approval moves both parties to Step 4.

Step 4 — Sign Contract & Add Payment Method

The customer signs the service contract via e-signature. Immediately after signing, they're prompted to add a credit or debit card. Auto-pay can be enabled at this step. Once both are complete, the onboarding is marked done and a confirmation is sent to both parties.

Status Tracking

Step	Status Label	Contractor View
Invite not yet sent	Pending Invite	CTA: Send Invite
Invite sent, not opened	Invited	Resend available
Account created	Account Active	—
Estimate reviewed	Estimate Pending	Waiting on customer
Estimate approved	Estimate Approved	Proceed to contract
Contract signed + card added	Onboarding Complete	Portal is active

CRUD Reference

Object	Create	Read	Update	Delete
Portal Invite	✅	✅	—	✅ (revoke)
Customer Account	✅	✅	✅	—
Estimate Response	✅	✅	—	—
Contract Signature	✅	✅	—	—
Payment Method	✅	✅	✅	✅
Onboarding Status	—	✅	—	—

Notes

Revoking an invite deactivates the link immediately — the customer cannot complete onboarding after revocation. Onboarding status is visible on the contact record in the CRM and is included in the pipeline view. If a customer rejects the estimate, the contractor receives an in-app notification and can revise and re-send. A new estimate approval resets the onboarding step, not the account.