---
title: "Setup Templates"
section: "Catalog & Folders"
order: 24
excerpt: "Define multi-phase onboarding workflows for new folders, assign tasks to the right team members by role, and track service delivery from creation to activation."
alternate_slug: modeles-mise-en-service
alternate_slug_de: einrichtungsvorlagen
---

## 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:

| Domain | Who handles it |
|---|---|
| Sales | Commercial / account manager |
| Sales admin | Administrative sales support |
| Technician | Field or remote technician |
| Technical manager | Technical team lead |
| Manager | General manager |
| System | Automated action (system command) |

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](/en/docs/folders-configuration#folder-templates), 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.