> ## Documentation Index
> Fetch the complete documentation index at: https://docs.myfundingmachine.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Onboarding connections

> Where onboarding information comes from, who maintains it, and how to handle missing connections.

**Admin → Onboarding** is the primary staff workspace. Select the client, then use
the current stage’s task rows for account setup. The Operator's
**Onboarding & Setup** page shows their actions and shared progress. It does not
contain staff controls.

## Where information comes from

| Information | Source | Who maintains it |
| - | - | - |
| Customer account and contact | Customer's SaaS account linked to the Operations contact and payment subscription | Automatic linking when unambiguous; staff resolve exceptions |
| KYC name and result | Operations contact name and that person's Stripe verification | Customer completes verification; compliance resolves mismatches |
| Agreement and card ownership | Team's review of the linked customer/payment records | Sales and compliance; software does not certify this review |
| Website and timezone | Customer Location's business settings | Team updates business settings; no website entry in onboarding |
| Kickoff, FM 1, FM 2 | Operations calendars and the linked contact's appointments | Admin → Settings → Onboarding for calendar mappings; client workspace for review |
| Technical calls | Team-managed bookings and completion | Onboarding team |
| Slack | Private channel in the My Funding Machine support workspace | Setup creates the channel, saves its ID and adds the verified Operator after joining |
| Phone | Customer Location's phone inventory | Operator/team; phone-provider identity is separate from Stripe KYC |
| Required checks and blockers | Shared readiness and CRM checklist | Staff update in Admin → Onboarding |

## Calendar checks

Kickoff, FM 1 and FM 2 need saved source calendar mappings. FM 1 and FM 2 may share a
calendar, but must refer to different appointments. If matching is ambiguous, staff
select the correct appointment rather than accepting the earliest similar booking.

Times use the customer's Location business timezone, with an explicit UTC fallback.
An ended call waits for team confirmation; mark attendance **Showed** after confirming
it happened. FM 2 **Not needed** is a staff waiver, not attendance or cancellation.
Technical calls remain team-managed.

## KYC and payments

Follow the [account linking guide](/staff/onboarding-account-linking) if the account
or contact is missing. The customer must see the correct name before starting KYC.
Missing cardholder names do not block linking; compliance still verifies ownership
and the agreement manually.

Stripe verification completes only after the name/report checks and the CRM result
sync succeed. Returning from Stripe does not prove completion. Use the client's
identity controls to check status or recover an interrupted verification. Do not
send a new one-off link to work around an existing pending verification.

A linked active subscription or trial is not proof of a collected payment. Keep
**Payment Verified** separate from KYC and confirm it through the team's payment process.

## Slack workspace connection

Operators join **My Funding Machine Support** as members with free Slack accounts. They share the Operator community and have private client support channels. Setup uses the verified Operations contact email and exact Product Location ID mapping to match each account. Before a sub-account exists, an independently verified new payment can reserve the channel against its exact Operations contact and opportunity; account linking later adopts that same channel. In both cases, setup never guesses from a display name.

Open **Slack support workspace**, then use **Refresh setup connections** to check the connection. Automatic setup saves the returned Slack channel ID to the verified CRM opportunity and links the account shortcut only after CRM readback. To use a private channel already created in the support workspace, invite FM Bot to it first, then save its channel ID in Compliance before automatic setup reserves a channel. The channel must contain the configured staff roster and the approved primary Operator. Additional customer teammates may participate without individual CRM links; their messages are treated as customer messages after current Slack membership is verified. See [Customer teammates](/staff/slack-workspace#customer-teammates).

**Pause Slack setup** stops automatic access changes for this account. **Resume Slack setup** restarts checks. A confirmed removal remains disconnected until staff reviews it and selects **Approve reconnect**. This does not reactivate a deactivated Slack member or unarchive a channel; restore those in Slack first. A channel reserved by automatic setup cannot be replaced or cleared from Compliance; escalate a mapping correction while setup is paused.

An API error is **Unable to verify**, never proof that the Operator left. If a create or welcome response was lost, inspect the original attempt before retrying. Setup recovers a channel only when its reserved name and bot creator match; it never creates a second channel after an uncertain attempt. An uncertain welcome is left for staff to check, rather than reposted.

Channel recovery only searches private channels visible to the bot; if the bot was removed, manually re-invite it before retrying.

Unresolved automatic checks wait five minutes for the first three attempts, then 30 minutes, then six hours between attempts. A confirmed connection resets that delay; membership events and manual refresh remain available. Staff maintain the community invitation in **Admin → Settings → Onboarding** and replace it when capacity or availability alerts require a new link.

Follow the [Slack workspace setup guide](/staff/slack-workspace) for app installation, Never expires invitations and capacity checks, staff roster and activation. These controls become available after deployment and explicit workspace configuration. Existing calendar, KYC and CRM write gates remain separate.

## When something is blocked

Use the shared team update to state the next action, owner and optional next review
date. Keep private case details in CRM notes. Missing configuration, unavailable
provider data and an incomplete customer action are different problems; do not mark
the requirement complete to remove a warning.

For an interrupted save, check the exact record's current state before retrying.
For identity recovery, follow the staff workspace's recovery instructions. Escalate
configuration and permission errors with the Location, affected step and observed
error—never include API keys, tokens, identity documents or private payment details.

See the [staff workspace guide](/staff/onboarding) for checks, recovery and final QA.
**Ready for QA** still requires staff review before moving a client Live.


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