# Post-Consultation Onboarding Callback SOP β€” 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. πŸ“Œ **Created from #customer-support, April 24, 2026** β€” 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 β€” 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 β€” 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 β€” 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 πŸ™Œ Thank you! ## The SOP β€” 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](https://wiki.getcrownedcredit.com/books/onboarding-operations/page/ort-done-tagging-protocol-marking-onboarding-complete-in-ghl). ## Timing Rules
StepOwnerWindow
Closer posts handoffCloserImmediately after call wraps
Specialist claimsOnboardingWithin 2 minutes
Specialist calls clientOnboarding10–15 minutes from closer's post
Specialist posts "all good"OnboardingRight after the call wraps
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](https://wiki.getcrownedcredit.com/books/onboarding-operations/page/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 β€” Appointment Reassignment](https://wiki.getcrownedcredit.com/books/onboarding-operations/page/ai-booking-agent-appointment-reassignment-missing-closer-records) page for the active-client routing rule. - **Outside business hours.** Onboarding is staffed **Mon–Fri 9 AM – 6 PM ET** ([Onboarding Callers β€” Availability and Hours](https://wiki.getcrownedcredit.com/books/onboarding-operations/page/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 β€” Availability and Hours - Day 0–30 Onboarding Process - Client Onboarding Communication Scripts - ORT-Done Tagging Protocol - AI Booking Agent β€” 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.*