/admin/onboarding) is the primary place to update required checks, shared blockers, attendance, identity review, provider updates, and account configuration. Select a client for a concise summary, current call and quick note. Open a task row for its controls, or Actions for owner, hold and stage shortcuts. The Operator’s Onboarding & Setup page contains their own actions and progress; staff controls do not appear there.
See Onboarding connections for the source of each
field, calendar ownership and current rollout limitations. The September 29 audit
found calendar mappings unsaved and general staff CRM writes disabled; enabled KYC
does not enable those separate controls.
See Focused onboarding workspace for the full-screen layout,
account setup controls and saving across sections.
Find the next client
The counted filter tabs above the queue show all clients, attention, assigned clients, holds, calls today, and readiness to advance. Select a tab to filter the queue. Use Needs attention, My clients, Calls today, or On hold. Search by client, linked Location or owner. The Location name appears beneath each client name. Open Filters to combine stage, assigned owner (including Unassigned), Last Active, and Last Credit Pull. Activity filters support within seven days, older than seven or thirty days, no recorded activity, and unavailable data. Clear filters resets the search and filters. Sort by attention, longest in stage, or either activity date. Switch between the compact table and pipeline board. Counts describe loaded clients; use Load more clients to include later pages. The control disappears when CRM pagination metadata proves the final page has been loaded. If the CRM does not provide enough information to confirm the end, the control may remain available so you can check for later records. Yellow tags identify missing information, KYC reviews and holds needing review. Green Ready for QA means all required setup outcomes are complete and the shared blocker is resolved; staff still perform the final review. Missing info lists what is recorded in the CRM Missing Info field; its tag turns red when a call is within 24 hours. It does not infer other call preparation tasks. Call times, including Today and Tomorrow, use each client Location’s business timezone. If the Location timezone is unavailable or invalid, the display explicitly uses UTC. Calls reflect the latest account booking check, so refresh account setup when needed. Last Active is reserved for verified customer activity. Collection is deferred while we establish reliable customer identity for this login surface, so accounts without verified activity show No recorded activity. Legacy login timestamps are kept separately and do not fill this column. Last Credit Pull shows the creation date of the latest successful, non-sample report. Failed and pending requests do not update it. Hover a recorded date for the exact timestamp. No recorded activity means the linked account has no matching event; Unavailable means the account mapping could not be verified. Neither is automatically a blocker. On smaller screens, client cards show the two activity dates together. Ready to advance shows clients whose recorded stage requirements are met. Staff must still review the transition and explicitly approve Final QA before moving Live.Update a client
The shared readiness panel counts every required outcome, including Identity when enabled. Its count can be nine or ten; reopened KYC is no longer complete. The Operator view hides the partner page and website checks from its count, but it only reports setup complete once all of them are done. Final QA uses this shared readiness, while the existing stage requirements and explicit staff approval remain in place. Use the task’s inline editor and the staff update form to explain the next action and choose Operator, Funding Machine team, or External provider. An optional calendar date sets the team’s next review, not a completion promise. Save with Save team update. These fields are visible to the Operator. Keep private case details in CRM notes. Clear the text and save to resolve the blocker; enter a new update to reopen it. Saves are revision-checked and audited. The shared blocker prevents readiness for final approval until resolved. It is separate from CRM Missing Info and does not create tasks, send messages, or change CRM fields. The existing opportunity owner stays responsible for follow-up; choosing External provider does not assign a named staff member. Older updates retain their original meaning of waiting on the Operator unless staff changes it. Select a client to open the stage-aware sidebar. It shows the stage, owner, KYC status, setup progress and next action. New — Paid shows form and kickoff details. Compliance puts its checkboxes and Slack channel first. Setup In Progress shows the setup checklist, website status, FM calls and technical-call dates. Final QA shows readiness checks and explicit staff approval. All requirements reveals all stages’ CRM fields, including owner, Missing Info, Hold Status and Hold Until. View full client adds room without changing the active stage. KYC is read-only; open Identity verification to review it. Calls & notes contains all call slots, manual technical-call completion dates, contact details, tasks and notes. Actions focuses Change owner, Hold / resume, or Review stage. On wide screens the sidebar sits beside the queue; on narrower screens it opens as an overlay. The expand arrow opens the full workspace; the collapse arrow returns to the compact view. Expanding, collapsing and resizing preserve unsaved drafts. The save footer appears only while edits are pending. Account setup forms and notes use their own save buttons; Save submits CRM checklist or technical attendance changes. Close the panel to return to the filtered queue. Unsaved changes prompt you to keep editing or discard; Discard resets field and note drafts. Account setup drafts must be saved or discarded in their own forms. Completion dates represent confirmed attendance; a call ending does not establish attendance. Save automatically syncs changed fields to CRM and checks the result, keeping the current client open. The queue refreshes when you return to the browser or every five minutes while visible, unless you have a draft. Use Open in CRM whenever you need the full record. Opening a client only reads: it shows the last confirmed business website and 1. MAIN Apply For Funding Form and never writes to CRM. Refresh links reads them fresh after the technical call. The form initially uses a working default-domain link with Branding pending. Once the Location has a branded domain, its exact hostname is used with/widget/form/{formId}.
The separate FM Processing Application is never selected here. Duplicate intake names
use a consistent selection, retain the previous valid form ID, and show a staff notice.
Refreshed links sync to the opportunity through the existing audited save when CRM writes
are enabled. With writes disabled, discovery can update account setup but the opportunity
stays unchanged. Failures retain confirmed links and show an error; an uncertain CRM save
must be reconciled before retrying. The website comes from the CRM Location’s business settings; there is no separate onboarding URL override. Correct the source in CRM business settings, then use Refresh links. A successful read of a valid website completes the automatic website check. A successful empty or invalid result clears the website and reopens its check; a failed business-profile read preserves the last confirmed website and readiness with a warning. Form lookup failures do not prevent a successful business-profile read from updating the website.
The website and direct form link need no staff verification; a working default form link
is valid while branding is pending. Expand Partner application page for the separate
check: the technical team connects the apply. subdomain to the funnel with the funding
application embedded for affiliate/partner referrals. In the client panel, enter its
HTTPS URL and select Verify page after checking routing and policy links. Save
without verifying for a draft; Reopen verification undoes confirmation. Changing or
clearing this URL reopens its check. These controls save the local checklist only and do
not change the CRM stage. The funnel stays staff-only and remains one of the nine required
outcomes. Automatic form-link refreshes preserve its verification. Legacy saved apply
URLs are retained separately when the direct form is first discovered.
Select Actions → Review stage to open stage review. The required checks and explicit
confirmation still apply; selecting the control does not move the client.
Changing CRM fields does not mark the Operator’s setup outcomes complete.
If another person changed one of your edited fields, refresh and review your draft
before saving again. An uncertain save stays blocked until Check save result
confirms it. If it remains unresolved, wait five minutes and compare the original
values in CRM. The review control requires an explanation (10–500 characters) before
another save is allowed. If someone changed the same fields in CRM after your save, the
values match neither your original nor your saved values and Check save result says so;
after five minutes you can still release the save with a note describing what you found.
The release is audited with your note and the CRM values observed at that moment.
Account setup administration
Select a client in Admin → Onboarding. Open a task row to review its evidence or edit it directly in the side card. View full client adds room while preserving the active stage and editor. All requirements reveals earlier and future CRM fields; Troubleshooting holds mapping, call assignments and recovery. The header identifies both the business/Location and the verified Operations contact; no separate browser tab is needed. Use it for verified contact mapping, staff-owned outcomes, identity evidence and recovery, shared blockers, provider updates, Slack matching, and appointment or phone recovery. These controls are not part of the Operator onboarding view. If the client mapping needs repair, this section exposes only contact mapping until it matches the opportunity. For a missing Product Location ID, use Connect the SaaS account to derive the contact and opportunity links from the subscription. Conflicting mappings still require review. See automatic account linking for prerequisites, retries and exceptions. An account outside the Operations agency shows its account link as needing review; Provider checks require explicit refresh and their existing permissions. For a Location already Live or without an open onboarding opportunity, use Admin → Locations → the Location → Onboarding. It provides the same staff controls scoped directly to that account, without requiring a queue entry or searching again. Admin → Onboarding remains the primary workspace for active onboarding. Location 360 and client health onboarding indicators use the current account setup checklist, including identity when required. They show Not started when no setup progress exists, even with an active subscription. The dashboard percentage uses all required setup outcomes; the completion date stays empty because the checklist does not record a completion timestamp. Discard setup edits resets only unsaved account-setup fields to their current saved values. It leaves saved changes and other client drafts intact. Use it after abandoning a reschedule or any other setup edit. If another person saved this client’s account setup after you started editing, your save is rejected with “Setup changed in another session” instead of replacing their change. Choose Discard setup edits to load their saved values, then re-enter your edit. The same account panel retains delivery-path selection, partner application verification and reopening (verification needs only a saved partner page URL; the delivery path does not block it), and manual confirmation or reopening of staff-owned setup outcomes. Website readiness remains automatic from CRM business settings. Identity evidence, recovery, and reopening still use the existing checks and audit requirements. Use the identity guide for the customer verification flow.Link an existing Stripe verification
Use Link an existing Stripe verification in the identity controls when the Operator already verified with Stripe outside this flow, for example through a one-off Dashboard verification. Copy the page URL from the Stripe Dashboard address bar, either the verification session (https://dashboard.stripe.com/identity/verification-sessions/vs_…) or the Stripe customer (https://dashboard.stripe.com/customers/cus_…). An account segment (/acct_…/) and a test-mode segment (/test/) are accepted when they match the configured identity account and environment. Other links, query strings, and connected-account pages are refused.
A customer link works only when exactly one verified session is attached to that Stripe customer. If there are none or several, paste the session link instead. Sessions created without a customer do not appear under a customer.
The app links a verified session whose report verified both the photo ID and the selfie. First name and full surname normally match both the reviewed SaaS subscription cardholder and the current Operations contact; middle names may differ or be omitted without manual review. For nicknames or other name differences, staff can review and confirm the same person with a recorded reason. For an earlier document-only verification that did not require a selfie, follow Accept an earlier identity verification.
Linking is unavailable while the Operator’s own verification is processing or unresolved, or while account links need review. If another account already uses the same session, the app shows that account’s name and asks you to confirm before linking. On success, the app sets the CRM KYC Verified field to Verified, confirms the CRM save, and records who linked it and the URL in the audit log. Verified names and documents stay in Stripe.
To undo a link, use Reopen verification. It sets CRM KYC back to Incomplete and detaches the linked session without canceling it in Stripe.
The CRM KYC Verified field remains the source of truth. After Check status, the Operator’s step shows complete when the CRM says Verified, and shows Your team is reviewing your identity verification. when a verified step no longer matches the CRM; staff then see Reopen verification. An unresolved account-link review still holds the step even when the CRM says Verified. Checking status never changes the CRM field.
Use Admin → Settings → Onboarding for the shared kickoff and two FM calendar selections from the operations CRM account.
Operators now join the shared My Funding Machine Support workspace with free Slack accounts. Setup creates their private support channel, saves the returned ID to the exact CRM opportunity, and adds the approved Operator after matching the verified onboarding email. Follow the workspace setup guide for deployment, bot installation, invitation and activation gates.
Use Slack support workspace to refresh connection status, pause/resume automatic setup, or approve a reviewed reconnect. A removed member is never silently re-added. If Slack cannot be read, the status stays Unable to verify; provider errors do not count as a confirmed departure.
To adopt a private channel already created in that workspace, invite FM Bot, then enter its channel link or ID in Compliance before automatic setup reserves a channel. Existing channel membership must contain only the approved Operator and configured staff. The app validates the channel and confirms the CRM save. A reserved mapping cannot be replaced or cleared there; pause setup and escalate a mapping correction. Clearing an unreserved link never deletes the actual Slack channel. Check an uncertain save before retrying.
For an unresolved phone purchase, check the Location’s number inventory and billing. If it succeeded, refresh setup to confirm ownership. If you establish that it did not complete, use Review phone purchase in the client panel’s account setup controls, record your evidence, and allow a new search. This control requires at least five minutes since submission and records an internal audit entry.
When slots share a calendar, refresh setup and use Choose matched appointment to assign a distinct booking to each slot. Dates and statuses help identify each booking; appointments already used by another slot are disabled. An exact CRM appointment ID can also be entered. Save the call and refresh to verify it. Ambiguous appointments need your attention; the app does not guess which call belongs to which step. Use Onboarding search start for the verified onboarding/payment date. Leaving it blank searches the past 180 days and next 90 days. Changing the period keeps explicit assignments; clear or replace those separately when appropriate. An incomplete provider search preserves last-known data with a warning. Manual call overrides require a reason and can be cleared to resume syncing. Technical calls can have manually entered dates until their external booking source is connected. Date/time inputs use the Location’s business timezone. Ambiguous or nonexistent clock times during daylight-saving changes must be corrected before saving.
A cancelled or no-show booking is replaced automatically by the client’s single active rebooking on the same calendar, unless staff assigned that slot’s appointment or the slot shares its calendar. If a staff-assigned appointment is cancelled or marked no-show and the client has rebooked on that calendar, the call shows Verify booking until you assign the new booking with Choose matched appointment. The app never switches it automatically. A cancelled booking with no rebooking still shows as cancelled. If the client already attended a call on that calendar and a later booking was cancelled, the call shows the attended one as completed.
Use Calls & notes → Calls & attendance in the full workspace to record or correct a synced kickoff or FM call’s CRM status. A manual call override changes only the onboarding display; clear it before updating the CRM appointment. Operators cannot record attendance or use staff status controls. The appointment’s Manage disclosure can reschedule or cancel an upcoming booking; its attendance control records the separate attendance decision. Once a client is Live or closed, correct attendance in the CRM directly. Staff appointment changes in either place require the default-off CRM editing setting.
If an appointment change remains unresolved, check the CRM appointment and its
notification history. After at least five minutes, Review an unresolved change
lets staff record that review and allow another change. This does not undo or resend
the original request. Refresh the appointment before editing again. Disabling the
onboarding Labs flag prevents new submissions but cannot undo one already sent.
Account setup controls do not change subscriptions or commercial onboarding stages. Use the client panel’s separate stage review for approved CRM transitions. Zoho migration remains a separate tool.
Change stage
Save field edits first. Forward moves require Active hold status (a blank Hold Status counts as Active) and move one stage at a time. Moving backward requires a reason.
Each unmet requirement lists what is wrong, such as an empty CRM Website URL, an open
setup outcome or the shared team update still being set, with a link to the control that
fixes it. The stage review badge shows Ready or how many requirements remain. When
the move button is unavailable for another reason, such as unsaved edits, the reason
appears beneath it. If CRM links are empty or differ from account setup, use Refresh
links; Refresh setup in Troubleshooting does not write links to CRM.
Phone setup and texting approval are optional for these transitions. Stage changes
can trigger the existing CRM onboarding process. The existing process owns the
retention handoff; this workspace does not create retention records.
If the automated Retention handoff is blocked, verify that the Retention card’s
Product Location ID matches the onboarding account. A shared contact alone
does not establish that match. Missing or conflicting mappings require review
before the automation can finish onboarding.