FinRev Onboarding

FinRev clients have two onboarding options:

  • Self-onboarding
  • Guided onboarding with a Crypto Coach

After a customer signs their FinRev contract, they are sent a Welcome Email which includes a link to request Self-Onboarding. This link triggers an email notification in HelpScout to activate the client's account for self onboarding.

If the client does not click the self-onboarding link, they will be sent a second Onboarding Invitation email approximately one hour later after their Welcome Email is sent. This invitation includes a link to book an onboarding call with a Crypto Coach.


Self-Onboarding

There are two main ways a customer can request self-onboarding:

  1. Clicking on a link in their Welcome Email which sends a notification to HelpScout and cancels their Onboarding reminders in Ontraport.

  2. Writing a manual email to support@finrev.trade

    Note: if a customer sends a manual request, we need to cancel their onboarding reminders from their Ontraport profile. To do this, delete their FinRev Onboarding automation from their contract record, as follows:


When a self-onboarding request is received in HelpScout, follow these steps:

  • Look up the client's Deal(s) in Ontraport by searching for their email address (obtained from HelpScout)
  • Confirm the client has an active Deal with a signed contract
    • Temporary Check 1: due to an automation conflict when a contact triggers multiple onboarding requests simultaneously (e.g. for supplementary accounts), we need to double-check unsigned contracts.
      • If there is more than one deal available, and if the contract appears to have not been signed, please open the contract link to see if contract has been signed. If it has been signed, we need to check the ‘Contract signed’ box and add the signed date (which we can see on the contract) in 2 fields on the Deal.

    • Temporary Check 2: Check the clients FinRev permissions on their Deal record > FinRev tab
      • If the client's primary package is a 'All Enhancements' or 'Top 100 ($5k)' package, they are entitled to receive 'All Enhancements' as their FinRev permissions
      • If the 'Trend Following only' box is checked, uncheck it and check the 'All FinRev Enhancements' box

  • Search for the client's onboarding workflow in Process St.
    • If it's not there yet and there is a signed contract, it's most likely still being generated and may take up to an hour to be added to Process St (this happens when a customer clicks on the self-onboarding link in their Welcome Email immediately upon receiving it.
  • Follow the steps in the onboarding workflow run

For a full walk-through of the self-onboarding process, watch this video.



Guided Onboarding With A Coach

FinRev customers are provided with a round-robin Calendly booking link in their Onboarding Invitation email to book an onboarding call with the next available coach.


  • FinRev Trial customers ($299, $399 and $499 trials) receive ONE complimentary call.
    • Their onboarding link takes them to a checkout page where they enter a one-time coupon code to receive their complimentary call.
    • If they need more than one call, they need to purchase additional calls. We encourage clients to complete as much of their onboarding as possible before their call, so they only need one call.
    • If a client misses their call without providing more than 24 hours notice, they need to purchase a new call, if they need one.

  • FinRev VIP customers (full-priced: $6500, $9500 and associated payment plans) receive complimentary onboarding calls.
    • If a VIP client misses two calls without providing more than 24 hours notice, they will need to purchase any subsequent calls needed.

Once a call is booked through Calendly, our Support team will search for the client's onboarding workflow in Process St and assign the workflow to the coach who received the call booking.

The coach will complete the onboarding call with the client and ask the client to send an email to support@finrev.trade if additional calls are needed. We then need to check the client's eligibility as per the trouble-shooting steps below.

Once the coach has completed the onboarding process with the client, the final step of the onboarding workflow is to send a 'Setup Complete' notification to Support (in HelpScout). We automatically file and close these notifications after selecting 'Financial Revolution' as the product.

The client's completed onboarding workflow will then move to a 'FR Onboard. - Closed' report view in Process St.


Trouble-Shooting

If a client says they did not receive their onboarding invitation:

  • Use the client's email address to find their profile in Ontraport
  • Check their Contact Log and look for their onboarding email
  • If the email is there, copy the contents and re-send it in HelpScout. Be sure to check that the unique onboarding URL has been copied correctly.
  • If the email is NOT there, in the first instance, tag Rhod for further investigation
  • Rhod may escalate (tag Aaron) or take any of the following actions as required:
    • Send a manual invitation from HelpScout using the following Saved Reply: FinRev Onboarding Email (resend). Use the troubleshooting steps below to determine which Calendly link to include.
    • Cancel their onboarding reminders from their Ontraport profile. To do this, delete their FinRev Onboarding automation from their contract record (see image above under Self-Onboarding).

If a client contacts Support to request an additional call, we need to determine their eligibility for a free or paid call:

  • Use the client's email address to find their profile in Ontraport

    Go to their 'Deals' tab and review the subscription package purchased

    • Trial clients (low cost): send the checkout page to purchase a call. After purchasing, they will be directed to a Calendly booking page: https://op.finrev.ai/onboarding-call
      • If the client specifically mentions that their coupon is not working and they have not received a free call, please tag Aaron or Caroline to check if either of the following links can be sent:

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