Post-Consultation Onboarding Callback SOP — 10–15 Minute Handoff

Overview

When a client books a consultation and the call wraps successfully (sale closed or services accepted), some clients ask for live onboarding help by phone instead of going straight to the self-serve onboarding flow. This page documents the standard handoff so closers, CSRs, and onboarding callers all use the same words and the same timing.

📌 Created from #customer-support, April 24, 2026 — Heinz Aldana documented the live use of this SOP after wrapping a call with Natalie Lehmann who requested a callback for onboarding assistance.

The SOP — Closer / CSR Side

After the consultation/sale call ends, if the client requests onboarding help via phone:

1. Confirm the request on the call. Repeat back: "Got it — you'd like one of our onboarding specialists to walk you through setup over the phone, correct?"
2. Set the expectation: 10–15 minutes. Say exactly: "An onboarding specialist will call you in the next 10 to 15 minutes."
3. Post in #customer-support tagging the onboarding role with:
   • Client full name
   • That you just wrapped the call
   • That the client requested onboarding assistance via call
   • End with a thank-you to the team
4. Do not promise email-only onboarding when the client asked for a call. The phone callback is the commitment.

Example post (use this format)

     @Onboarding Team — just wrapped up my call with [Client Name], she would like onboarding assistance via call as well. As per the new SOP, I advised her that an onboarding specialist would call her in the next 10–15 minutes 🙌 Thank you!

The SOP — Onboarding Specialist Side

When a callback request lands in #customer-support:

1. Claim it fast. Reply "on it" in-thread within 2 minutes so the team knows it's covered and the closer can move on.
2. Call the client within the 10–15 minute window the closer promised. The clock starts at the closer's post, not when you read it.
3. If you can't make the window, immediately tag another onboarding specialist who can. Do not let the window slip silently.
4. After the call, post "all good" (or a brief outcome note) in the same #customer-support thread. This closes the loop and signals to the closer that the client was served.
5. Tag completion in GHL per the ORT-Done Tagging Protocol.

Timing Rules

If the client doesn't pick up:

• First miss: wait 5 minutes, call again.
• Second miss: SMS via GHL with the standard onboarding text, log the attempts, post outcome in #customer-support.
• Do not consider the handoff closed until the SMS goes out or the call connects.

Why This Exists

Before this SOP, closers sometimes told clients "someone will reach out" with no time window, and onboarding callbacks could lag 1–4 hours. That created:

• Clients calling back into Aircall confused about who was supposed to call them
• Closers being asked for status mid-shift, breaking their pipeline focus
• Unclear ownership between closer, CSR, and onboarding teams

The 10–15 minute window plus a single Discord post plus an "on it" claim eliminates all three problems. Stick to the script.

When NOT to Use This Flow

• Self-serve clients. If the client says "I'll do the portal myself," skip the callback request and follow the Day 0–30 Onboarding Process automated flow.
• Active-client re-onboards. Existing clients re-engaging are routed to the CSR team, not onboarding. See the AI Booking Agent — Appointment Reassignment page for the active-client routing rule.
• Outside business hours. Onboarding is staffed Mon–Fri 9 AM – 6 PM ET (Onboarding Callers — Availability and Hours). For after-hours requests, log in #customer-support and the next-shift specialist returns the call at start of shift.

Related Pages

• Onboarding Callers — Availability and Hours
• Day 0–30 Onboarding Process
• Client Onboarding Communication Scripts
• ORT-Done Tagging Protocol
• AI Booking Agent — Appointment Reassignment & Missing Closer Records
• Speed-to-Call Protocol

Created 2026-04-24 from live #customer-support handoff (Heinz Aldana / Natalie Lehmann). SOP source: customer-support channel observed practice, April 2026.