Calendar invite sent for the official Day 1 kickoff call with client principal.
👤 V360
○
Kickoff call completed
Live call walking client through the 10-day plan, expectations, and what they must provide.
👤 Both
○
Onboarding intake questionnaire completed
Client completes intake form covering services, pricing, team roster, FAQs, and brand voice (feeds AI training later).
👤 Client
○
Business hours and timezone confirmed in writing
Client confirms exact operating hours and timezone via signed form or email so all routing, sending windows, and reports are correct.
👤 Client
○
Emergency contact and escalation tree documented
Named contacts, phone numbers, and escalation order for outages, hot leads, and compliance issues.
👤 Both
○
MSA drafted
Master Service Agreement customized with client name, scope, term, and industry addenda.
👤 V360
○
MSA sent for signature
MSA sent to client principal via e-signature platform.
👤 V360
○
MSA signed by client
Client principal executes the MSA electronically.
👤 Client
○
MSA countersigned by V360
V360 authorized signer executes the MSA, making it fully binding.
👤 V360
○
Client record created in CRM
Master client account record created in V360's CRM to anchor all subsequent data.
👤 V360
○
Contract start and end dates entered in CRM
MSA effective date and term end date recorded on the client CRM record for renewal tracking.
👤 V360
○
Client portal account created
Client gets their own portal login to view onboarding progress, documents, and reports.
👤 V360
○
Secure document storage folder created
Encrypted, access-controlled folder structure where all client documents live for the life of the engagement.
👤 V360
○
Driver's license uploaded by client principal
Client principal uploads government-issued photo ID for identity verification.
👤 Client
○
Identity verified against driver's license
V360 verifies the principal's identity matches the ID, the MSA signer, and the business registration.
👤 V360
○
EIN collected
Client provides Federal EIN via IRS letter (CP 575/147C) upload.
👤 Client
○
EIN verified via IRS TIN match
EIN and legal business name verified as real and matching via IRS TIN matching / verification service.
👤 V360
○
Business address verified
Physical business address verified as real and matching registration records.
👤 V360
○
Business license collected
Client uploads current business/occupational license.
👤 Client
○
Business license verified active
License confirmed active and in good standing with the issuing authority.
👤 V360
○
BAA executed
Business Associate Agreement signed by both parties covering all PHI handling by V360 systems.
👤 Both
○
HIPAA compliance attestation and staff training confirmed
V360 staff assigned to this account confirm current HIPAA training; PHI-handling rules documented for this client.
👤 V360
○
Data Processing Addendum executed
DPA covering how V360 processes, stores, and deletes client and consumer data.
👤 Both
○
W-9 collected from client
Client's signed W-9 collected for tax and payment records.
👤 Client
○
Business bank account verification
Verify the client has a real business (not personal) bank account via voided check, bank letter, or micro-deposits.
👤 Both
○
Insurance certificate collected
Certificate of Insurance (general liability, plus E&O or malpractice as applicable) uploaded by client.
👤 Client
○
Insurance verified with carrier
COI authenticity confirmed directly with the carrier or agent.
👤 V360
○
OIG/SAM exclusion list check
Verify medical practice and providers are not on federal healthcare exclusion lists.
👤 V360
○
SMS consent language drafted and approved
TCPA-compliant opt-in consent language written and approved by client for all forms and scripts.
👤 Both
○
Privacy policy drafted
Privacy policy written covering data collection, SMS consent, sharing, and consumer rights.
👤 V360
○
Terms of service drafted
Website terms of service written and approved by client.
👤 V360
○
HIPAA marketing and PHI-handling rules documented
Written rules defining what patient info may never appear in SMS, email, reviews, or AI responses.
👤 V360
○
Billing setup — auto-pay configured
Client's payment method for V360 fees captured and auto-pay enabled per MSA terms.
👤 Both
○
First invoice sent and paid
Initial onboarding invoice issued to client and payment confirmed.
👤 Both
○
Phase 2: Discovery
0/18
○
Domain decided
Client and V360 agree on the domain (existing or new) for web and email.
👤 Both
○
Domain purchased or registrar access obtained
New domain purchased, or credentials/delegation obtained for the client's existing registrar account.
👤 Both
○
DNS configured
A, CNAME, and MX records set for website and email hosting.
👤 V360
○
SPF, DKIM, and DMARC configured
Email authentication records set so client email and CRM-sent email land in inboxes, not spam.
👤 V360
○
SSL certificate issued
SSL/TLS certificate provisioned and installed for the domain.
👤 V360
○
Business email created
Professional email inbox(es) created on the domain for the client and system sending.
👤 V360
○
Email deliverability test
Test messages sent to Gmail/Outlook/Yahoo seed inboxes to confirm inbox placement.
👤 V360
○
Email connected in CRM
Business email connected to the CRM for two-way sync and automated sending.
👤 V360
○
Email signatures created
Branded signatures with logo, phone, address, and required disclosures deployed to all mailboxes.
👤 V360
○
Welcome email template built
Branded welcome email template for new leads loaded into CRM.
👤 V360
○
Daily report email template built
Template for the automated daily operations report to the client.
👤 V360
○
Lead notification email template built
Instant new-lead alert email template for the client team.
👤 V360
○
Document request email template built
Template used by the document chase automation to request files from leads/customers.
👤 V360
○
Appointment confirmation and reminder email templates built
Templates for booking confirmations and pre-appointment reminders used by Nico and the CRM.
👤 V360
○
Merchant account application submitted
Client's merchant account application submitted early because underwriting takes 3–5 days (requires verified EIN, bank account, ID, license).
👤 Both
○
NuSo PBX account created
The client's PBX account is created in NuSo — required before any extensions, DIDs, or numbers can exist.
👤 V360
○
NuSo account credentials stored in vault
PBX admin credentials secured in the encrypted credential vault and linked to the client CRM record.
👤 V360
○
Phone number ported or new number assigned
Client's existing number port initiated (LOA signed) or a new local number purchased in NuSo — required before ANY texting setup.
👤 Both
○
Phase 3: Build
0/15
○
Number active and verified
Confirmation that the number is live and controlled by the NuSo account (port complete or new number activated).
👤 V360
○
PBX extension provisioned
Extension(s) created in the NuSo account for the client team and AI receptionist.
👤 V360
○
DID assigned to extension
The live phone number mapped to the correct extension/routing object.
👤 V360
○
E911 registered
Verified physical business address registered for E911 on the DID/extension.
👤 V360
○
Business hours configured in PBX
Open/closed schedules built in the PBX using the client's written hours and timezone from step 4.
👤 V360
○
After-hours routing configured
Calls outside business hours route to Nico/voicemail/on-call per client's escalation tree.
👤 V360
○
Voicemail configured
Voicemail box set up with PIN, email-to-voicemail notification enabled.
👤 V360
○
Custom greeting recorded and uploaded
Professional branded greeting recorded with client-approved script and loaded into the PBX.
👤 Both
○
Call recording disclosure added to greeting
Two-party consent recording notice ('this call may be recorded') added to the greeting — required in Florida.
👤 V360
○
IVR menu configured
Press-1-style menu built with client-approved options routing to correct destinations.
👤 V360
○
Caller ID / CNAM registered
Outbound caller ID name registered so calls display the business name, not 'Unknown'.
👤 V360
○
Call recording enabled
Recording enabled on the extension with secure storage and retention policy.
👤 V360
○
Call forwarding rules configured
Forwarding/failover rules set (e.g., to owner's cell, ring groups, no-answer failover).
👤 V360
○
SMS capability enabled on number
SMS provisioned on the DID at the carrier level (prerequisite for 10DLC linking — messages will NOT flow until campaign approval).
👤 V360
○
Extension credentials stored in CRM/vault
All extension SIP credentials and web logins stored in the vault, linked from the client CRM record.
👤 V360
○
Phase 4: Launch Prep
0/1
○
HIPAA CRM configuration (BAA + PHI field controls)
Confirm a signed BAA covers the CRM vendor, restrict PHI fields to authorized roles, enable audit logging, and enforce MFA for all users with PHI access.
👤 V360
○
Phase 5: Integration
0/1
○
HIPAA web intake review
Verify the landing page form collects no PHI (or routes PHI-collecting forms through a HIPAA-compliant form tool under BAA) and link the practice's Notice of Privacy Practices.
👤 V360
○
Phase 6: Automation
0/1
○
HIPAA SMS template review (no PHI)
Audit all SMS templates and workflows to confirm no PHI (diagnosis, treatment, medication) is ever sent by SMS; templates use neutral language ('regarding your upcoming appointment').
👤 V360
○
Phase 7: Go Live
0/3
○
Nico HIPAA-safe voice scripting
Configure Nico to never state or request PHI beyond appointment scheduling minimums, verify caller identity before discussing appointments, and leave HIPAA-safe voicemails (name and callback number only).
👤 V360
○
Configure daily report content and metrics
Define which KPIs appear in the auto-generated daily report: calls handled, leads captured, appointments booked, SMS sent/received, pipeline movement, revenue collected, and missed-call recoveries.
👤 V360
○
Configure daily report auto-delivery schedule
Set the automated delivery time (e.g., 7:00 AM local), delivery channel (email and/or SMS summary), and recipient list confirmed by the client.
👤 V360
○
Day 8
0/11
○
Verify first live auto-delivered daily report
Confirm the first scheduled (not manually triggered) daily report arrives on time with accurate data from the previous 24 hours.
👤 Both
○
Define hot lead criteria with client
Agree on what qualifies as a 'hot lead' (e.g., requested quote, asked about pricing, high-intent keywords, booked consult, lead score threshold) so alerts fire only on genuinely urgent opportunities.
👤 Both
○
Configure hot lead alert channels and recipients
Build the automation that sends instant SMS/email/push notification to designated staff the moment a lead meets hot criteria, including lead name, source, and reason flagged.
👤 V360
○
Configure document chase automation sequence
Build the automated follow-up sequence (SMS + email cadence) that chases clients/leads for required documents, with escalating reminders and a stop condition when documents are received.
👤 V360
○
Load industry-specific document checklist - medical
For medical clients: configure chase list for intake forms, insurance card, ID, referral letters, and consent forms, with HIPAA-compliant secure upload links.
👤 V360
○
Configure pipeline auto-progression rules
Set trigger-based rules that move contacts through pipeline stages automatically (e.g., appointment booked → 'Scheduled', payment received → 'Won', no response after full sequence → 'Nurture').
👤 V360
○
Verify pipeline auto-progression against client sales process
Walk the client through the automated pipeline flow to confirm stage names, transition logic, and ownership assignments match how they actually sell.
👤 Both
○
Connect Google Business Profile and review platforms
Integrate the client's Google Business Profile (and Facebook/industry-specific review sites) so reviews can be monitored, requested, and responded to from one place.
👤 Both
○
Configure automated review request campaign
Build the automation that sends a review request via SMS/email after a completed job, appointment, or closed deal, with client-approved messaging and timing.
👤 V360
○
Configure negative feedback routing
Set up the gate that routes unhappy customers (low internal rating) to a private feedback form and staff alert instead of a public review link, protecting the client's public rating.
👤 V360
○
Confirm merchant account approval
Verify the client's merchant account application (Stripe/authorized processor) is fully approved, identity verified, and bank payout account connected.
👤 Both
○
Day 9
0/17
○
Integrate payment gateway with Vision 360 platform
Connect the approved merchant account to the platform so invoices, payment links, and text-to-pay all process through the client's account with correct fee configuration.
👤 V360
○
Run live test transaction
Process a real small-value transaction (e.g., $1) through the live gateway to verify end-to-end payment capture, settlement queue, and dashboard recording.
👤 V360
○
Verify receipt and payment confirmation flow
Confirm the customer-facing receipt (email/SMS) sends automatically after payment, is branded correctly, and the internal payment notification reaches client staff.
👤 V360
○
Brand invoice templates
Apply client logo, colors, business address, tax/license numbers, and payment terms to all invoice and estimate templates.
👤 V360
○
Configure automated payment reminders
Build the overdue-invoice reminder sequence (e.g., due date, +3 days, +7 days, +14 days) via SMS and email, with automatic stop when payment is received.
👤 V360
○
Deliver admin user training session
Live training for the client's admin/owner covering dashboard navigation, lead management, pipeline, reporting, payment tools, and how to pause/adjust automations.
👤 V360
○
Deliver staff user training session
Training for day-to-day staff on responding to conversations, handling hot lead alerts, updating pipeline stages, and requesting reviews.
👤 V360
○
Deliver training materials and quick-reference guides
Send the client the training portal access, recorded sessions, one-page cheat sheets, and support contact/escalation instructions.
👤 V360
○
QA test: inbound call
Place a live inbound call to the tracking number and verify correct routing, ring group behavior, call recording, and automatic contact creation with call logged.
👤 V360
○
QA test: outbound call
Place an outbound call from the platform and verify correct caller ID displays, call connects, and the call logs against the contact record.
👤 V360
○
QA test: Nico voice agent
Call in during/after hours to trigger the Nico AI voice agent; test greeting, intent handling, appointment booking, message taking, and transfer/escalation paths.
👤 Both
○
QA test: landing page form submission
Submit the landing page form with test data and verify contact creation, correct tagging/source attribution, automation enrollment, and instant auto-response.
👤 V360
○
QA test: SMS outbound
Send an outbound SMS from the platform to a test number and verify delivery, correct sender number, and message logging on the contact timeline.
👤 V360
○
QA test: SMS inbound
Text the business number from an outside phone and verify the message appears in the unified inbox, triggers notifications, and threads to the correct contact.
👤 V360
○
QA test: STOP keyword
Text STOP from a test number and verify the contact is immediately opted out (DND enabled), receives the compliant opt-out confirmation, and no further automated SMS sends.
👤 V360
○
QA test: START keyword
Text START from the opted-out test number and verify opt-in is restored, confirmation message sends, and the contact can receive messages again.
👤 V360
○
QA test: HELP keyword
Text HELP from a test number and verify the compliant auto-response with business name, support contact info, and opt-out instructions sends correctly.
👤 V360
○
Day 10
0/11
○
QA test: payment flow end-to-end
Send a text-to-pay link, complete a small live payment, and verify checkout branding, receipt delivery, staff notification, and pipeline auto-progression to paid status.
👤 V360
○
QA test: daily report
Verify the scheduled daily report generated overnight contains the day's QA test activity (calls, SMS, leads, payment) accurately reflected in the metrics.
👤 V360
○
QA test: hot lead alert
Create a test lead meeting hot lead criteria and verify the alert reaches all designated staff within the SLA with correct lead details.
👤 Both
○
QA test: document chase
Enroll a test contact in the document chase sequence, verify the first reminder fires, upload a test document, and confirm the sequence stops and staff are notified.
👤 V360
○
Resolve QA defects and re-test failures
Fix any items that failed the QA pass and re-run the failed tests until all 13 QA items show PASS. Onboarding cannot proceed to sign-off with open defects.
👤 V360
○
Conduct client sign-off walkthrough
Live session walking the client through every delivered component — numbers, Nico, landing page, automations, payments, reporting — demonstrating each works as promised.
👤 Both
○
Obtain formal client sign-off
Client signs the onboarding completion document confirming all deliverables are live, tested, and accepted, marking the official transition from onboarding to active service.
👤 Client
○
Activate post-launch monitoring period
Begin the enhanced monitoring window (first 14 days live): daily checks on call routing health, automation error logs, SMS deliverability, Nico performance, and payment processing.
👤 V360
○
Set post-launch escalation and response protocol
Confirm the client knows exactly how to report issues, the response-time commitment, and who their point of contact is during the monitoring period.
👤 V360
○
Schedule 30-day check-in
Book the 30-day performance review meeting on both calendars to review results (leads, bookings, revenue, review growth), gather feedback, and identify optimization opportunities.
👤 Both
○
Mark onboarding 100% complete
Close the onboarding project: archive all documentation, transition the account to the ongoing success team, and update client status from 'Onboarding' to 'Live'.