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Audience: MSP staff configuring and managing client onboarding. Company users should start with Open your onboarding portal.

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Before you begin

Your organization must have Client Onboarding enabled. Viewing requires onboarding read access; creating or changing templates and portals requires onboarding write access and active billing. Convert to Client requires onboarding management access. Your role and company scope can limit what appears. Follow these six steps to prepare and launch a client portal. Decide who should receive invitations before activation, and review any configured onboarding automation before creating the draft.

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1. Build a Template

1

Go to Settings > Onboarding > Templates

Click New Template. Enter a name and optional description and estimated duration, then click Create Template. Create the template before manually adding phases or items.
2

Use the AI Designer

Open Assistant in the template builder (or the AI Designer control where shown). Describe your onboarding process in plain language — e.g., “Onboard a 20-person company migrating to M365 with discovery, setup, migration, training, and go-live phases.”Review the suggested additions, updates, and removals, then use Apply to save the accepted changes. AI is optional; you can add phases and items manually.
3

Edit as needed

Adjust phase names, task descriptions, ownership (MSP vs Client), priorities, visibility, and dependencies. These structure and item controls save separately as you work; wait for changes to finish. Use Save Changes for template details such as the name and description.
Review every generated requirement, recipient, dependency, and linked form. An accepted AI proposal changes the saved template; it is not a client preview.

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2. Create Checklists

1

Switch to the Checklists tab

Still in Settings > Onboarding, click the Checklists tab, then New Checklist.
2

Add items quickly

Use AI Generate to describe what you need, or Import a bulleted list. Save the checklist, then go back to your template and link it to any relevant tasks.

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3. Launch a Portal

1

Open the company

Navigate to the company you want to onboard and click the Onboarding tab. Click Start Onboarding.
2

Select your template and add contacts

Select one or more Template Modules. Review the Portal Name, optional description, and Portal Language. Add each client contact with their name, email, and an available role, or leave contacts empty while preparing a draft.Click Create Portal.
The portal is saved in Draft status before the Link Project step. Choose a project system and an existing or new project if needed, or click Skip. Linking or creating a project persists immediately; continuing with ticket creation selected can create project tickets. Closing this later step does not undo the saved portal or project link. If creation reports that a module or some configuration could not be copied, inspect the existing draft before retrying. A warning can mean the portal already exists.
Draft status prevents normal client entry. It does not make project actions or configured automation a simulation. Keep invitation links private, and use View as for a preview.

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4. Configure Tasks

1

Open the Tasks tab

Review each phase and task. Make sure descriptions, evidence types, visibility, and dependencies are correct. Portal tasks are copied from the template; changing the original template does not rebuild this draft. Correct the template and prepare a fresh draft if its structure needs changing.
2

Assign every MSP task

Click the assignee area on each task and select a team member. Use Reassign in the toolbar for bulk assignment.
Unassigned tasks won’t appear in anyone’s dashboard. Assign everything before going live.

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5. Review and Preview as a Client

Switch to the Overview tab and verify:
  • All contacts have correct email addresses
  • All phases are present and in order
  • No MSP tasks are unassigned
Then see the portal through your client’s eyes before anyone else does:
1

Click View as

On the Overview tab, click the View as dropdown and pick a contact. If you haven’t added contacts yet, pick a role instead.
2

Check the client experience

The portal opens in a new tab with a Preview mode banner. Inspect branding, visible tasks, pages, and documents. This MSP preview uses the selected contact or role context; it does not prove that a real client can sign in or save a response.
View as works on a Draft portal and simulates client interactions without saving responses. Use it to review presentation. Separately verify a real client access and submission path when you are ready to launch.

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6. Go Live

1

Activate the portal

Click Start Portal on the Overview tab. Review or skip project linking, then review the contact count and any project-ticket option. Click Start & Send Invites only when the portal and recipients are ready.
2

Clients get emailed

Activation queues invitation emails for the portal contacts. A started portal is not proof that every invitation was delivered. Check the result and contact details; use the contact invite action to recover a missing invitation. Clients follow the onboarding access steps.
Once active, correctly authorized contacts can open the portal and work on available tasks. Dependencies and visibility settings still apply.

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What’s Next

  • Monitor progress from the company’s Onboarding tab
  • Send reminders via email for overdue tasks
  • Review submissions — approve documents, check credentials, verify signatures
  • Complete the portal when everything is done, then optionally Convert the client

Templates

Task types, AI designer, and advanced configuration

Client Pages

Reusable reference pages for the portal

Onboarding Forms

Structured forms with field mapping

Managing Portals

Lifecycle, communication, and task management

Client Portal

What your clients see

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Frequently asked questions

No. Create the template, add phases and items manually, and configure their requirements. AI is an optional way to propose changes that you review before applying.
No. It saves a draft, then offers project linking. Activation is a separate Start Portal workflow.
Yes. Select the required Template Modules and review the resulting draft. If a selected module fails to copy, inspect the saved portal before creating another.
No. Draft status prevents normal client access, but configured automation and explicit project or communication actions can still have effects. Review those settings before creating test drafts.
No. It is an MSP preview with simulated responses. Real invitation access and saved client submissions require a separate check.
Portal phases and tasks are copied when the portal is created. Review the template changes in a fresh draft; shared Client Pages can follow different update behavior.
First check the contact address and portal status, then use the contact invite action and investigate any delivery error. Recreating the portal can duplicate work and is not a delivery check.