Setup Templates

What Is a Setup Template?

A setup template is a reusable workflow blueprint that defines the onboarding process for a new folder. When applied to a folder, it generates a structured task list — broken into phases — that guides your team from order entry through to service activation.

Typical use cases include:

• New telephony line provisioning (carrier order, number porting, equipment delivery, configuration, testing)
• IPBX installation (site survey, hardware delivery, on-site installation, user training)
• Contract termination (cancellation notice, number porting out, equipment retrieval, final billing)

Structure: Phases and Tasks

A setup template is organised in two levels:

Phases represent the major stages of the process (e.g. "Order placed", "Delivery", "Installation", "Testing"). Phases run sequentially — a phase can be configured to unlock only after a previous phase is completed, with an optional delay in days.

Tasks are individual actions within a phase, each assigned to a specific role:

When a setup is launched on a folder, tasks are automatically assigned to the team member occupying that role on the folder. If no one is assigned to a role, the task remains unassigned until a team member picks it up.

Task Activation Rules

Tasks within a phase do not all have to start at the same time. Each task can be configured with an activation rule:

• Immediate — the task is assigned and due as soon as the setup is launched
• After a phase completes — the task unlocks once a designated phase is marked done
• After a specific task completes — the task unlocks once a prior task is checked off, with an optional delay in days
• Blocking — the task must be completed before the next task in the sequence is activated

This allows you to model real-world dependencies: a technician cannot configure equipment before it has been delivered; a number cannot be ported before the carrier confirms the order.

Email and SMS Notifications on Task Completion

Any task — regardless of its domain (sales, technician, system…) — can be configured to automatically send an email and/or an SMS when it is marked as complete by its actor.

A single task can trigger both an email and an SMS simultaneously.

The notification is defined by attaching a pre-configured email template or SMS template to the task. These templates specify:

• The message content (with dynamic variables: customer, folder, organisation…)
• The recipients, chosen from the folder's internal team members (sales, sales admin, technician, technical manager, manager) and the customer's contacts (billing contact, technical contact, legal representative, collect contact)
• Optionally, a user confirmation prompt before sending: the platform shows a confirmation screen to the actor completing the task and only dispatches the notification if they confirm

Example use cases:

• Send a confirmation email to the customer's billing contact as soon as the sales admin marks the carrier order task as complete
• Notify the technician by SMS when the delivery confirmation task is completed
• Send both a welcome email and an SMS to the customer's legal representative and technical contact when the service activation task is completed
• Alert the manager by email as soon as a blocking task is resolved

Pre-Billing Tasks

Tasks can be flagged as pre-billing. A folder with an active setup containing incomplete pre-billing tasks will be held back from the billing cycle until those tasks are resolved. This prevents invoicing a client for a service that has not yet been activated.

Creating a Setup Template

1. Navigate to Configuration → Setup Templates
2. Click New template and fill in:
   • Name — a clear label (e.g. "Standard VoIP Line", "IPBX Installation", "Line Termination")
   • Estimated duration — total days expected for the full workflow
   • Category — classifies the template (delivery, installation, termination, etc.)
   • Checklist — optionally attach a pre-launch checklist that the user must confirm before the setup starts
   • Promotes to customer — if checked, the prospect record is automatically upgraded to a customer when the setup is completed
3. Save the template, then add phases to it from the template detail page
4. Within each phase, add tasks with their title, instructions, domain (role), activation rules, and optionally an email and/or SMS template to send on completion

Launching a Setup on a Folder

There are two ways to start a setup workflow on a folder:

Manual launch: From the folder, select a setup template and confirm. If the template has a pre-launch checklist, you must tick all items before proceeding. The setup is created immediately with all phases and tasks populated.

Auto-launch: In a folder template, you can designate a setup template to launch automatically whenever a folder is created from that folder template. This removes the manual step entirely for standardised provisioning workflows.

Monitoring Progress

Once a setup is active on a folder, team members can see their assigned tasks and mark them as complete. Tasks locked by activation rules appear greyed out until their trigger condition is met.

A global view of all active setups across all folders is available at Setup → Active setups, giving operations managers visibility into every ongoing provisioning process, outstanding tasks, and expected delivery dates.

Example — Standard VoIP provisioning: A "Standard VoIP Line" template has three phases: (1) Carrier order — the sales admin submits the order, and the task is configured to send a confirmation email to the customer's billing contact on completion; (2) Delivery — the technician confirms receipt of hardware, triggering an SMS to the technical contact to signal the upcoming installation; (3) Activation — the technician configures the line and runs a test call, then a final task (flagged pre-billing) sends both a welcome email and an SMS to the customer upon completion. The folder will not be invoiced until that last task is marked complete.