Docs · Agents & Permissions

Onboarding a new agent — the path from invited to producing

Invite, role and permissions, then the two things only they can do: connect their calendar and grant device permissions. Everything else you can prepare for them; those two you can't.

Who this is for

Admins onboarding someone, and new agents working out what's theirs to do.

Steps

  1. Invite them and set their role, portal access and permissions. Grant narrowly — widening later is easy, and 'manage team members' includes granting itself.
  2. Have them connect Google. This is the one setup step nobody can do on their behalf, and without it the AI hands their appointments off as tasks instead of booking.
  3. Have them grant browser microphone permission on the machine they'll dial from, and push notifications on their phone. Both are per-device.
  4. Confirm they have a number to dial from — or, in a captive setup, that they're on the shared pool.
  5. Add them to routing only once the above is true. Adding them to a round-robin first creates a silent hole where routed leads never book.
  6. Walk them through the daily rhythm before they touch a lead. It's the highest-leverage twenty minutes of their onboarding.

The order exists for one reason

Every step before 'add them to routing' is reversible and invisible to leads. The moment you route real leads at someone who isn't ready, the cost lands on the lead — a booking that silently didn't happen, a callback that reached nobody. Get the person ready, then open the tap.

What a new agent should be told on day one

Two things, and they're both counter-intuitive. First: the disposition isn't paperwork, it's the control that decides whether the AI keeps working the lead. Second: read the thread before dialling — the assistant has often already had the conversation, and re-asking makes you sound like a call centre.

Everything else can be picked up. Those two, learned late, cost real leads in the meantime.

In a captive agency

Telecom, compliance and branding are already done centrally — a new rep should never be handed a telecom or A2P instruction, because there's no account of theirs to configure. Their entire setup is: connect your calendar, allow your mic, allow notifications. That's it, and it's worth saying explicitly so they don't go looking for more.

How to check it worked

  • Have the new agent place one real call and confirm two-way audio.
  • Book a test appointment onto their calendar through the AI.
  • Confirm they received the notification for it on the channel they expect.

Common mistakes

  • Routing leads to someone before their calendar is connected.
  • Granting broad permissions on day one because it's quicker than deciding.
  • Assuming a captive rep needs the telecom setup guide. They don't, and sending it wastes their first day.

Related

Adding agents, permissions and lead routingAdding someone is the easy half.Connecting your calendar (and why the AI can't book without it)One Google connection covers both Calendar and Gmail.How to run your day in the CRMFive habits, in order: return every missed call, clear every new reply, recover no-shows, work your follow-up queue, clear overdue tasks.Permissions — what each one really lets someone doPermissions are separate from roles and separate from which portals someone sees.

Where this lives in the app

Open this screenOpens in the app

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