Each person at the client books a setup session with the lead engineer. They book from their portal, or you book for them.
How a client books
They open the link in their welcome email.
They answer four quick questions and give a cell phone number.
They pick a day on the calendar, then a time.
They confirm the time. A confirmation goes to them and to the engineer.
Once booked, the portal offers Add to your calendar, Change the time and Cancel.
Where the times come from
Clients are offered times from the lead engineer’s Session hours, from two hours ahead to two weeks out. Each engineer sets their own on their Profile. Open it from the account menu at the bottom of the left rail.
Set a start and end for each day, and use Add a break for time off in the middle.
Copy Monday to Tuesday–Friday fills the week from Monday.
Tick Blocked off for a day with no sessions. Use Blocked days for single dates.
Select Save hours.
Breathing room keeps time free Before an event and After an event. Clients are offered no time inside it.
Connect your Microsoft calendar under Calendar on your Profile. Clients are then offered none of your busy times, and each booking goes on your calendar.
Choose the lead engineer and session length
Each client’s lead engineer is set on its Setup tab under Team. Sessions are booked with them, and the portal names them as the client’s engineer.
Owners and admins set the usual length in Settings › Workspace under Onboarding session length, from 15 to 90 minutes. A client can have its own length under Session length on its Setup tab. Sessions already booked keep their length.
Teams or a phone call
Owners and admins choose how sessions happen in Settings › Workspace › Onboarding sessions.
Microsoft Teams puts each booking on the engineer’s calendar with a Teams meeting. The engineer must connect their calendar on their Profile.
Phone call means the engineer calls the number the person gave.
Book or move a session for someone
On the People tab, select Schedule on their row, or Move if they are booked.
Pick a day, then a time.
Add a Phone number and their answers to the four questions if you have them. Both are optional.
Select Book this time.
The same emails go out as when the client books. A new time replaces the old one.
When no time is open
If the engineer has no hours or no free time, the client picks a window instead, such as Thursday morning, and says whether they will be at the office or remote. Their row on the People tab reads Requested with that window. Select Schedule to give them an exact time.
A client with no lead engineer can only ask for a window. Choose one on the Setup tab.
Cancellations and no-shows
A client who cancels sees the time open up again and can book another. Their row reads Cancelled until they do.
After a session starts, select Complete or No show on the person’s row. No show emails them a link to book again.
Related guides
People and their status
A client’s onboarding at a glance
Weekly letters