# Client onboarding template pack

By Kashif Rehman | BizThrivers | October 15, 2026
https://bizthrivers.com/resources/client-onboarding-template-pack/

Free to adapt. Use sample values; do not place credentials or customer records in this worksheet.

## Planning decisions

### First useful outcome
Example: route a website enquiry to an accountable owner and offer the agreed next step.
Your decision: 

### Included scope and exclusions
Example: one form, one pipeline and one calendar. A full historical migration and paid campaign management are separate work.
Your decision: 

### Decision maker and delivery owner
Record the client approver, agency builder and fallback owner. Use role names or sample names here.
Your decision: 

### Access status and asset owner
Record status only: CRM, website/DNS, calendar, sender domain, phone account and brand assets. Use invitations or a secure password manager for access.
Your decision: 

### Routing, availability and exceptions
Agree the timezone, response window, lead owner, booking rules and handoff for unanswered or failed actions.
Your decision: 

### Acceptance evidence and handover
Name the controlled test, expected result, evidence location, client approver and review date.
Your decision: 

## Intake questions
- What is the first useful client outcome?
- Where do enquiries enter, and what happens next?
- Who owns a reply, a booking, an exception and an after-hours request?
- Which channels, sender, calendar and timezone are approved?
- What should stop automated follow-up?
- What evidence will the client accept?

## Access-status checklist
Status: Not needed / Requested / Invited / Verified / Blocked
| Asset | Status | Asset owner | Due date |
| --- | --- | --- | --- |
| CRM | | | |
| Website / DNS | | | |
| Calendar | | | |
| Sender domain | | | |
| Phone account | | | |
| Brand assets | | | |

Record access status only. Use account invitations or a secure password manager for access.

## Kickoff agenda
1. Confirm the first outcome and scope.
2. Walk the current enquiry and handoff.
3. Assign the approver, builder and operating owner.
4. Check access and remaining assets.
5. Agree acceptance tests and evidence.
6. Record actions, owners, due dates and next review.

## Owner matrix
| Decision or action | Responsible role | Approver | Fallback |
| --- | --- | --- | --- |
| Scope and release | | | |
| Build and controlled tests | | | |
| New enquiry and reply | | | |
| Booking or exception | | | |
| Monitoring after release | | | |

## Observed test record

### 1. Agree the first delivery
Action: Read the proposed first workflow with the client, including exclusions.
Expected: The client can describe the first outcome and distinguish included work from later requests.
Observed: 
Evidence location: 
Responsible owner / fix: 
Result: Untested / Needs work / Passed

### 2. Confirm access without collecting passwords
Action: Check approved invitations and the asset owner for every required account.
Expected: The builder has the access needed for this scope, with an owner for anything still blocked.
Observed: 
Evidence location: 
Responsible owner / fix: 
Result: Untested / Needs work / Passed

### 3. Assign the next step and fallback
Action: Walk a sample enquiry through ownership, booking and an unanswered-message case.
Expected: Each handoff has a named role, communication window and visible exception path.
Observed: 
Evidence location: 
Responsible owner / fix: 
Result: Untested / Needs work / Passed

### 4. Observe a controlled end-to-end test
Action: Submit a sample enquiry and inspect the contact, owner, message, calendar and pipeline result.
Expected: Observed behavior matches the written acceptance criteria; evidence is retained.
Observed: 
Evidence location: 
Responsible owner / fix: 
Result: Untested / Needs work / Passed

### 5. Get the agreed release decision
Action: Review outstanding fixes and the approved communication rules with the client.
Expected: The approver accepts the tested scope or records specific fixes before release.
Observed: 
Evidence location: 
Responsible owner / fix: 
Result: Untested / Needs work / Passed

### 6. Leave an operating handover
Action: Show the team how to monitor the workflow, handle exceptions and request a change.
Expected: The operating owner knows what to check, how to pause a problem and whom to contact.
Observed: 
Evidence location: 
Responsible owner / fix: 
Result: Untested / Needs work / Passed

## Release and handover
Outstanding fixes: 
Operating owner: 
Approver and decision: 
Review date: 
Where to monitor and how to pause a problem: 
Change-request route: 

## Sources checked October 15, 2026
https://help.gohighlevel.com/support/solutions/articles/48001239875-workflow-settings-overview/

A completed log records your observations. It does not automatically verify the CRM or agent.
Independent HighLevel affiliate: I may earn a commission through referral links on BizThrivers.