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Client Onboarding lets MSP staff build reusable onboarding templates, launch a client portal for each company, and track every step from discovery through go-live. This page is for MSP staff. Company users should start with Open your onboarding portal.
Each onboarding portal is linked to a project, and onboarding settings live under Settings > Projects. Older Settings > Client Onboarding and company Onboarding links open the matching Projects page.

Before you start

  • Client Onboarding must be turned on for your organization. Ask your MSPortal administrator to enable it.
  • You need onboarding access in your role. See Permissions.
  • Creating or changing templates and portals also needs an active subscription.

How onboarding works

Client onboarding has three layers.
  1. Templates are reusable blueprints with phases, tasks, documents, forms, and approvals.
  2. Portals are copies of a template made for one company. Each portal has its own contacts, progress, and key dates.
  3. The client portal is the secure page where clients complete tasks, upload files, sign agreements, and follow progress. Clients open it from an emailed link and do not need an account.

Quick Start

Build a template, create a draft portal, preview it, and go live

Templates

Build reusable onboarding blueprints with phases, tasks, and automation

Client Pages

Reusable client-facing reference pages, shared with your Documentation Hub

Onboarding Forms

Structured forms with typed fields and optional Hudu and IT Glue mapping

Managing Portals

Launch portals, track progress, and manage the onboarding lifecycle

Custom Dates

Milestones and the portal countdown

Retrieve credentials and files

Reveal a credential handoff or download a secure file

What clients see

The client portal and the guides your clients can follow

What you can do

14 task types

Task, Text Response, Document Upload, Document Link, Approval, Signature / Contract, Meeting / Call, Training, Form / Questionnaire, Email, Report, Credential Handoff, Secure File Drop, and Access Verification

AI Onboarding Designer

Describe your onboarding process in plain language and review the phases and tasks AI proposes

Reusable forms

Build a form once with typed fields and map answers into Hudu or IT Glue

Client pages

Share reference pages in the portal, unified with your Documentation Hub

Project and PSA linking

Link a portal to an MSPortal or PSA project, create tickets from tasks, and log time

Activity feed

Recorded portal activity with search and type filters

Communication

Task summary and reminder emails, task comment threads, and an Ask a Question button for clients

Dashboard widgets

An Active Onboarding widget and a My Onboarding Tasks widget on your MSP dashboard

Where things live

Get started

1

Turn on Client Onboarding

Ask your MSPortal administrator to enable Client Onboarding for your organization.
2

Create a template

Go to Settings > Projects > Templates > Templates and select New Template. See Templates.
3

Create a portal

Go to Projects, select New project, choose an onboarding template, and finish the wizard. This creates a draft portal and its linked project. See Managing Portals.
4

Preview and start the portal

Use View as to check what the client sees, then select Start Portal on Overview > MSP Dashboard. See Quick Start.
5

Track progress

Follow tasks under Project Plan > Tasks, review uploads under Files & Forms > Documents, and watch the Active Onboarding widget on your dashboard.

Permissions

One permission covers projects and client onboarding: Projects & Client Onboarding on an MSP staff role, under Settings > Users & Roles. Each level includes the one before it. Onboarding access applies to MSP staff only. A Company role with Projects access sees its own projects but never onboarding templates or settings, and neither does staff impersonating a company user. Roles created before 2026-11-12 may still hold the older onboarding permissions (read_, write_ and manage_settings_onboarding). They keep working, but the role editor no longer offers them.

Frequently asked questions

Start with Quick Start. Then use Managing Portals for day-to-day work.
No. Launch Center helps MSP staff set up their own MSPortal rollout. Client Onboarding manages onboarding for your clients.
No. Clients use the portal you share with them. MSP staff manage templates, contacts, and access.
No. When you link a project, choose MSPortal Projects to track the work in MSPortal. PSA options appear when the company is mapped to an active PSA integration.
No. View as shows the portal as a contact or role would see it, and nothing you enter is saved. To test real access, start the portal and use a real invitation.