Onboard a Company & User

Use this checklist when a new customer needs both a company record and portal access. Only an Admin can create companies and user accounts. An Admin or Supervisor can connect an existing Customer account to a company.

The three records are separate:

1. Company — owns calls, playbook, inbound numbers, and billing settings.
2. User — the person's login and platform-wide role.
3. Company membership — grants that Customer user access to one company and marks them as a Member or Owner there.

Creating a user does not automatically add them to a company. Complete all three sections below.

1. Create the company

1. Open Companies (opens in a new tab).
2. Click Create new company (opens in a new tab).
3. Complete the form:
   • Name — the customer-facing company name. Required.
   • Trades — select every service category that applies.
   • Billing mode — choose Per minute or Leads to revenue according to the contract.
   • Invoice product — choose Shared service or VIP service.
   • Rates and fees — enter the contracted per-minute, weekly, onboarding, booked, dispatched, and non-bookable amounts. Use 0 only when the customer is exempt from that charge.
   • Organization — select the billing parent when several companies bill together; otherwise leave it blank.
   • Poc (Point of Contact) — enter the primary contact's name or contact details.
   • Active — leave enabled for a live customer.
   • Five9 campaign — enter the campaign name exactly as it appears in Five9. Required and unique.
4. Click Save.
5. On the company page, verify the name, organization, billing mode, rates, status, and Five9 campaign before continuing.

Saving also creates an empty playbook for the company. Inbound numbers, payment methods, and users are added separately.

If a Five9 sync encounters an unknown campaign first, it can auto-create the company with the campaign as its name. Search Companies before creating a record manually so you do not make a duplicate; edit and complete the auto-created record instead.

2. Create and invite the user

1. Search Users (opens in a new tab) for the email address first. If the account already exists, do not create another one; continue to section 3.
2. Click Invite new user (opens in a new tab).
3. Complete the form:
   • Email — required and used to sign in. Verify it carefully before sending.
   • Name — the person's display name.
   • Active — leave enabled so the user can sign in.
   • Role — choose Customer for a contractor owner or employee. Use Supervisor, Admin, or Agent only when their job requires platform-wide access.
   • Time zone — choose the user's local time zone, or leave blank to use the portal default.
4. Click Invite.

The portal creates the account and sends an invitation email. The user follows the email link to set their password. If the email does not arrive, open the user's page and click Resend Invite.

Do not confuse the user's platform role with their company role. A contractor normally has the platform role Customer; whether they are a company Member or Owner is set in the next section.

3. Add the user to the company

1. Return to the new company's page.
2. Click Members.
3. Click Add users.
4. Find the user and click Add. Only users with the platform role Customer appear in this list.
5. The user is added as a Member by default. Back on the Members page, click Edit role when the person should be an Owner.
6. Select the company role and click Save:
   • Member — regular access to the company's data.
   • Owner — owner-level company access, including managing the payment method when the company or its organization is billable, and receiving relevant billing notices.

The same Customer account can be added to more than one company. Repeat these steps for each company the person should access.

To revoke access to only this company, click Remove on the Members page. This removes the membership but leaves the user account and any other company memberships intact. Use Discard on the user's page only when the entire account must be disabled.

Final verification

Before handing off the account:

• Company name and Five9 campaign are correct and unique
• Billing mode, invoice product, rates, and organization match the contract
• Company is Active
• User email, platform role, status, and time zone are correct
• User appears under Company → Members
• Company role is Member or Owner as intended
• Invitation was sent; resend it if necessary
• Owner can reach Payment methods when billing is enabled

Related

• Companies at Scale — company maintenance and Five9 mapping
• Users & Impersonation — account maintenance and support access
• Organizations — parent billing setup