Client Onboarding
A structured checklist to take every new client from signed engagement to fully set up — without anything falling through the cracks.
Overview
Onboarding a new client involves more than opening a matter. Before a firm can properly act for a client, several steps must be completed: the conflict check must be cleared, the engagement letter must be signed, the initial retainer must be received, a portal account must be set up for secure communication, a welcome message must go out, and — for clients in regulated industries — identity verification (KYC) must be completed.
The Client Onboarding module tracks every new client through this process using a structured checklist with a real-time progress indicator. Each step is either completed manually (you mark it done after confirming) or automatically (FRITH detects completion from other modules — for example, when an engagement letter is signed via the e-signature workflow, that step auto-completes). The module prevents clients from falling into a grey zone where the matter is open but essential pre-conditions have not been met.
The Onboarding Checklist
Every onboarding record tracks the following six steps. The progress bar shows the percentage of steps completed:
Conflict Check
Verify that the firm has no conflict of interest in acting for this client in this matter. Must be completed and returned "clear" before the matter can proceed. If the check finds a conflict, the matter is placed on hold for partner review.
Engagement Letter Signed
The client has signed the firm's engagement letter confirming the scope of the retainer, fee structure, and terms of engagement. FRITH auto-completes this step when the DocuSign or e-signature workflow is completed for the engagement letter document.
Retainer Received
The initial retainer payment has been received and receipted. For matters billed on a fixed-fee basis, this is the first payment. For matters billed on time, this is the trust account deposit. Completes automatically when a qualifying payment is receipted in the Billing module.
Portal Access Created
A client portal account has been created so the client can securely exchange documents, messages, and invoices with the firm. Click Create Portal to provision the account — FRITH sends an invitation email to the client.
Welcome Email Sent
A welcome email has been sent introducing the client to the firm, their responsible attorney, and how to use the client portal. Send from within this checklist or mark complete if sent via a separate email system.
KYC Completed
Know Your Customer identity verification has been completed for this client. Required for clients in regulated industries, high-value transactions, or as required by the firm's anti-money laundering obligations. This step only appears if KYC is flagged as required for this client.
Onboarding Statuses
One or more checklist steps are incomplete. The onboarding record remains active until all required steps are done.
All required checklist steps have been marked complete. The client is fully onboarded. The record is archived but not deleted — it is retained as evidence of proper onboarding process.
The matter was withdrawn before onboarding was completed, or the client did not proceed. Cancelled records are retained for file management purposes.
Completing an Onboarding
Locate the client
Open Client Onboarding from the sidebar. Use the search bar to find the client by name or contact number. Filter by status (In Progress, Complete, Cancelled) to see only active onboardings. Overdue onboardings — those where the matter has been open more than 7 days with incomplete steps — are highlighted.
Review the checklist progress bar
Click the client's name to open their onboarding record. The progress bar at the top shows what percentage of steps are complete. Incomplete steps are shown in grey; completed steps show a green tick.
Complete each step in order
Work through the checklist from top to bottom. Steps that auto-complete (engagement letter signed via e-signature, retainer received via billing) update automatically. Steps that require manual confirmation have a Mark Complete button — click it and add a note confirming the action.
Create portal access
For the Portal Access step, click Create Portal rather than simply marking it complete. This provisions the client portal account and sends the invitation email in a single action. The step auto-completes once the portal is provisioned.
Send the welcome email
Click Send Welcome Email to send the firm's standard welcome message. The email includes the client's portal login instructions, the responsible attorney's contact details, and an overview of how the firm will communicate with them. Once sent, the step auto-completes.
Mark onboarding complete
When all steps are green, the onboarding record auto-transitions to Complete status. If a step cannot be completed (e.g., KYC is not applicable for this client), it can be waived with a reason recorded, which counts toward 100% completion.
Overdue Onboarding Alerts
The Client Onboarding module automatically flags onboarding records that are taking too long. Records that have been In Progress for more than 7 days appear in the Overdue list, accessible from the Onboarding module header. Each overdue record shows which steps remain incomplete and how many days it has been open.
Administrators can configure the overdue threshold and notification recipients under Organisation → Onboarding Settings. For practice areas with strict regulatory requirements (e.g., AML-regulated work), set the threshold to 3 days to ensure KYC is completed promptly.
Onboarding discipline for a compliant practice
- • Create the onboarding record the moment the matter is opened — not after the engagement letter is signed. The checklist exists to catch incomplete pre-conditions, not to confirm what has already been done.
- • Do not start billable work before the engagement letter is signed and the retainer received. The Onboarding module makes this visible — use it.
- • Set up KYC as required for all corporate matters, trust formations, and any matter involving large cash transactions. Anti-money laundering obligations apply regardless of client relationship history.
- • The portal invitation email should go out on the same day the retainer is received. Clients form their impression of a firm's organisation from onboarding — a prompt, professional welcome builds confidence.
- • Review the Overdue list every Monday morning. An onboarding that has been stuck for two weeks usually means something has gone wrong — the client has not signed, the retainer has not been paid, or the matter was opened prematurely.
Frequently Asked Questions
Is an onboarding record created automatically when I open a matter?
Not automatically by default. You create an onboarding record manually by going to Client Onboarding → + New Onboarding and linking it to the contact. Administrators can configure FRITH to auto-create an onboarding record whenever a new matter is created under Organisation → Onboarding Settings → Auto-create on matter open.
What happens if a required step cannot be completed?
Each step can be waived by an administrator with a written reason. For example, if a client is an existing long-term client and KYC was completed under a previous matter, you can waive the KYC step and record the cross-reference. Waived steps count as complete for progress calculation purposes.
Can the checklist steps be customised?
The six core steps represent standard legal practice onboarding requirements and are present on all onboarding records. Administrators can add custom steps (e.g., "Retainer agreement countersigned by partner", "Matter budget agreed with client") under Organisation → Onboarding Settings → Custom Steps.
Where does the onboarding record appear once complete?
Completed onboarding records are archived and accessible from the Completed tab in the Client Onboarding module. Each contact's profile also shows their onboarding status. Completed onboarding records are retained permanently as evidence of proper process.