Onboarding and workflows

Before you start

• The group exists, with the members the work applies to.
• The adviser who will run the workflow has connected their mailbox if client emails should come from them. Otherwise client emails come from a generic no-reply address.
• Any discovery, risk profiler or Terms of Engagement templates you want to use are set up.

Where to find it

• All workflows: left sidebar → Workflows (switch between Pipeline and List).
• One group: open the group → Workflows → New Workflow.
• New prospects: left sidebar → Prospects → a prospect's actions → Start onboarding.

Start a workflow

1. 1

   Step 1: Open the group → Workflows → New Workflow

2. 2

   Step 2: Choose workflow type

   Client Onboarding, KiwiSaver Advice, Investment Advice, Insurance Advice, Multi-Stream Workflow, Annual Review or Insurance Claim.
3. 3

   Step 3: Who is this for?

   Select the group and member. Choose the Assigned Adviser: client emails are sent from this adviser's mailbox and workflow tasks are assigned to them.
4. 4

   Step 4: Configuration

   Optionally set a workflow name and assign document templates. For a multi-stream workflow, choose at least two streams. For a claim, choose the claim types and claim details.
5. 5

   Step 5: Choose how the client is contacted

   • Silent workflow: sends the client nothing (no emails or portal invite). Documents and links are still generated for you to send yourself.
   • Send discovery booking invite (onboarding): emails the client a link to book the discovery meeting when the workflow reaches that phase.
   • Send forms before the discovery meeting (onboarding): the discovery form and risk profile go out first, with the booking link at the end. Off keeps the usual order: meeting, then forms.

Follow a workflow through its phases

1. 1

   Step 1: Work the current phase's tasks

   Each phase has a task. Complete it when the work is done; completing a phase task moves the workflow to the next phase.
2. 2

   Step 2: Let client actions move it on

   When the client completes or signs a document attached to a phase task, such as a discovery form, risk profile or Terms of Engagement, that task can complete and move the workflow on.
3. 3

   Step 3: Watch what is waiting on the client

   A workflow waits while the client has something to do. The group's Overview lists what is Waiting on client, and the Document Library's awaiting view shows documents the client has not completed.
4. 4

   Step 4: Bring workflows up to date with the assistant

   The assistant can step your workflows forward from the evidence on file. Steps that contact the client, and completing a task that moves a workflow on, always ask you first. See Assistant controls.

Rework or reassign

1. 1

   Step 1: Move a workflow to a different phase

   If a phase needs to be redone, ask the assistant to move the workflow to the named phase. It asks you to confirm first, because re-entering a phase can email the client. You can ask for the workflow to be made silent at the same time so nothing more is sent.
2. 2

   Step 2: Change the assigned adviser

   Open the workflow and change the Assigned adviser, or ask the assistant to reassign it. Future client emails and tasks follow the new adviser.
3. 3

   Step 3: Cancel a workflow

   Cancel it from the workflow view. You are asked to confirm before it is cancelled.

Phases by workflow type

• Client Onboarding, meeting firstIntroduction → Discovery Meeting → Data Gathering → Disclosure & Engagement → Review & Verification
• Client Onboarding, forms first (used for website enquiries, or when you turn it on)Introduction → Data Gathering → Discovery Meeting → Disclosure & Engagement → Review & Verification
• KiwiSaver AdviceAnalysis & Scenario Modelling → Strategy Development → Advice Presentation → Implementation → 30-Day Check In
• Investment AdviceAnalysis & Scenario Modelling → Strategy Development → Presentation → Implementation → 30-Day Check In
• Insurance AdviceNeeds Analysis & Product Research → Strategy Development → Presentation → Implementation → Policy Issued → 30 Day Policy Check-in
• Multi-Stream Workflow: combines KiwiSaver, Investment and Insurance streams. It starts at analysis and runs one implementation phase per stream at the same time.
• Annual ReviewInitial Setup → Pre-Review Email → Client Response – Follow Up → Client Review Meeting
• Insurance Claim: see Claims and complaints.

What you should see

• The workflow appears on the group's Workflows page and in the Workflows pipeline, showing its current phase.
• Tasks for the current phase are assigned to the assigned adviser.

What is saved or sent

• Unless the workflow is silent, Wealthie sends the client the emails, forms and booking links each phase needs, from the assigned adviser's mailbox when it is connected.
• A silent workflow sends nothing to the client. You send any documents or links yourself.
• Phase changes and task completions are recorded on the workflow.

If something goes wrong

Client emails are coming from a no-reply address

The assigned adviser has no connected mailbox. Connect it under Settings → Calendar & booking. See Connections.

A workflow is stuck

Check the group's Overview for anything Waiting on client, and whether the document the phase needs is attached to the phase task. Send the client a reminder, or complete the task yourself if the step happened offline.

A client was sent something by mistake

Ask the assistant to make the workflow silent so nothing further is sent, then contact the client directly. An email that has already been sent cannot be recalled.