# Core Processes
This portion will contain the process guides for the Onboarding department.
# Portal Creation
*This page walks you through the exact steps to create a new client's portal in GoHighLevel — a task that must be completed immediately upon payment and sets the foundation for their entire experience with us.*
## Portal Creation — Step-by-Step Guide
This guide walks Onboarding Specialists and other members of Customer Service through the complete process of creating a new client's portal in GoHighLevel (GHL). This must be completed within at least 30 minutes of a client's payment being received if it is during business hours.
**⏱️ Time Requirement**
Portal creation should take approximately 10–15 minutes per client. Complete this task immediately when you receive a new client notification.
## Before You Begin
Confirm you have the following information from the client's purchase record:
- ✅ Client's full name
- ✅ Client's email address
- ✅ Client's phone number
- ✅ Plan purchased (Essentials/Accelerated/Momentum)
- ✅ Mark the invoice as paid if it is a web purchase or the payment was made through CashApp or Zelle
- ✅ Add any special instructions the Dispute Team must know in Additional Information on DisputeFox
## Step-by-Step: Creating the Client Portal
### Step 1 — Verify Payment in GoHighLevel (GHL)
Once you receive a portal creation request from the closer:
1. Copy the client’s full name
2. Open **GHL (GoHighLevel)**
3. Paste the client’s name into the search bar
4. Verify that the payment has been successfully processed
5. Confirm the membership type purchased:
- Accelerated
- Essential Membership
- Momentum (6-Month Bundle)
**After verification:**
- - Mark the client with a ⭐ (star) on GHL
### Step 2 — Open Client in DisputeFox (DF)
1. Open **DisputeFox (DF)**
2. Navigate to the **Client Tab**
3. Locate the client under **Active Clients**
4. Click on the client's name
### Step 3 — Verify Client Details
1. Go to the **Account Tab**
2. Copy the client’s **First Name** (this will be used for the password)
3. Navigate to **Client Settings**
4. Confirm the membership status:
- For English-speaking clients: Essentials (Slow Delete); For Spanish-speaking clients: Essentials (Spanish Slow Delete)
- All clients: Accelerated (Accelerated)
- All clients: Momentum (6-Month Bundle)
**⚠️ Important** — Ensure this matches the membership purchased in GHL
**If Spanish-Speaking client:**
Assign the correct agreement based on the client’s plan:
[](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/agreement-1.jpg)
- - **Essential (Slow Delete)** → *Spanish Essential Membership*
- **Accelerated** → *Monthly Credit Repair Agreement*
- **Momentum** → *Six Month Premium Bundle*
Portal Settings
[](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/save-111.png)
1. Go to **Portal Settings**
2. Locate **Google Language**
3. Change language to **Spanish**
### Step 4 — Update SMS Settings
1. Locate **SMS References**
2. Click **Opt-Out**
### Step 5 — Update Portal Password
1. Go to **Portal Settings**
2. Click the 👁 (eye icon) to view the current password
3. Update the password using the following format: FirstName123
**💡 Rules**- No spaces
- Use only the client’s first name
- Add “123” immediately after
- E.g. Maria → `Maria123`
### Step 6 — Assign Agent
1. Under **Assigned Agent**:
- If the client is English-speaking → select **MARJORIE MERCADERO**
- If the client is Spanish-speaking → select **GIO MENDEZ**
2. Click **Save Changes**
### Step 7 — Send Credit Tracker Invitation
[](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/assign-autofox.jpg)
1. Scroll to **Credit Tracker App Status**
2. Click **Send Invitation**
3. In the pop-up window:
- Click **Send** or **Save & Send**
### Step 8 — AutoFox Assignment
[](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/assign-autofox.jpg)
1. Click on **AutoFox**
2. Click **Send** or **Assign**This will generate and send the client’s login credentials.
**⚠️ Important** — Double check if the onboarding email is reflected by viewing the conversation with the client on GHL
### Step 9 — Send Portal Creation Message (GHL)
[](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/portal-completion-snipper.jpg)
1. Return to **GHL**
2. Send the prepared **portal creation snippet** to the client
**If Spanish-Speaking client:**
**[](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/spanish-comp.png)**
1. Return to **GHL**
2. Send the prepared **Spanish portal creation snippet** to the client
### Step 10 — Update Closer (Discord)
1. Open **Discord**
2. Reply to the closer’s request
3. Send: Done
# Orientation Call
*This page gives you the full script, checklist, and goals for the Orientation Call — which should be done after onboarding has been completed. This sets the tone for the program and manages expectations early on.*
## Orientation Call — Script & Checklist
The Orientation Call is the time where we can set client expectations early on to avoid any misconceptions about the process, as well as provide some key reminders to make sure the process goes smoothly. Keep it warm, confident, and energizing.
**📋 Call Overview**
**Duration:** 5-10 minutes
**Goal:** Welcome the client, set expectations, build trust, and provide all reminders
**Tone:** Warm, professional, confident — like a trusted advisor, not a call center agent
**Tools Open:** GHL (contact record), SmartCredit (ready but not yet reviewing)
## Pre-Call Checklist
Complete these tasks before dialing:
| Task | Done? |
|---|
| Confirm if onboarding has been completed | ☐ |
| Review the client's GHL contact record — know their name, plan, signup date | ☐ |
| Have the call script open and ready | ☐ |
| Aircall is set to "Unavailable" if you are making an outbound call | ☐ |
**⚠️ Important — "ort-done" Tag:** After completing the orientation call, you **must** add the `ort-done` tag to the client's GHL contact record. This tag stops the onboarding automation from sending reminders to clients who have already completed onboarding and orientation. If you skip this step, the client will receive confusing "complete your onboarding" messages — this causes unnecessary support tickets and a bad client experience.
## Post-Call Checklist
| Task | Done? |
|---|
| Update pipeline stage to "Orientation Call Complete" | ☐ |
| **Add the "ort-done" tag to the client's GHL contact** — This tag tells GHL the orientation is complete and prevents onboarding reminder automations from re-firing. Without this tag, clients will keep receiving "complete your onboarding" messages even after they are fully onboarded. | ☐ |
| Relay any additional concerns to the appropriate agent if there are any | ☐ |
| If the client did not pick up and it went to voicemail, send them the orientation SMS instead | ☐ |