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Onboarding journeys

CleverOps runs every new customer through a single Lead-to-Live journey — one record that tracks a prospect from an accepted quote through paperwork, installation and go-live to their first 30 days as a live monitored site. CleverSales shows a rep where a journey is and hands the customer their one-page Getting Started link — it is deliberately read-only beyond that: approving a hold, verifying a customer's paperwork, or forcing a journey to the next stage are operations moves and stay in CleverOps.

This whole area only appears when your company has switched the onboarding module on — if you don't see it, ask your admin.

Starting a journey​

On a lead's detail screen, an ONBOARDING section shows Start the onboarding journey when the lead doesn't have one yet. Tapping it opens a sheet to pick:

  • What kind of work — Takeover, Alarm link, New install, CCTV + CCU, Panic only, Add-on, Reconnect, or Relocation.
  • Segment — Residential, Business, or Estate.

Start journey mints it. Starting is idempotent — tapping it again on the same lead just opens the journey that already exists, so there's no way to create a duplicate by accident.

Where you'll find a journey​

  • Lead detail — the ONBOARDING section becomes a single row: the current stage, how long it's been there, and who it's waiting on. Tap it to open the full journey screen.
  • Home — an ONBOARDING section lists up to four running journeys, the one parked longest in its stage first, with an "N on us" badge when any of them are waiting on your company rather than the customer.

The journey screen​

  • A progress bar across the nine stages — Enquiry, Contact, Assessment, Proposal, Onboarding, Prepare, Install, Live, First 30 days — with the current stage named and how long it's been sitting there.
  • A waiting-on pill: Waiting on us, Waiting on the customer, Booked — waiting for the date, Nothing outstanding, or Not tracked yet when the journey has never recorded it.
  • An on hold banner when a journey is genuinely stuck, naming the reason and who clears it — your operations team, the customer on their own Getting Started page, or nobody (a booked date just needs to arrive).
  • Getting Started — the one link the customer uses for everything: quote review, signing, keyholders, the debit order. Copy link puts it on your clipboard; Send link (or Resend link once it's already gone out) opens the same company message sheet described in Contacting a prospect, preset to the Getting Started message. If your company has switched off messaging for onboarding journeys, Send is disabled with a note to copy the link and send it from CleverOps instead, or ask an admin to switch it on. Once sent, "First sent to the customer" shows the date.
  • Customer tasks, grouped by what they hold up — Blocks the install, Blocks go-live, After go-live — each group showing a tally like "3 of 7 done". Every task shows its kind (Form, Signature, Debit order, Upload, Payment, App install) and status (To do, Submitted, Done, Waived). These are completed by the customer on their own Getting Started page — there is nothing here for a rep to tap or verify.
  • Milestones — Welcome sent, Quote accepted, Tasks completed, Credit vetted, and Live, each with its date once it happens, or "Not yet".

What a rep deliberately cannot do here​

  • Clear or approve a hold.
  • Verify or waive a customer's task.
  • Force or skip a stage.

These stay operations-only actions in CleverOps. A sales rep's job on a journey is to see where a deal is stuck and nudge the customer along — not to wave it through.

See also​