Client onboarding email template
Send this welcome email within a day of the contract being signed. It books the kickoff call, lists what you need from the client and explains how you will work together. Kickoff invitation, kickoff summary and team introduction versions are below too.
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Welcome email (new client)
Send within a day of signing. It books the kickoff call and lists what you need from the client.
Hi [Client Name], Welcome aboard. We're looking forward to working with you on [project/service], and I want to make the first few weeks easy for you. What happens next: 1. Kickoff call: please pick a 30-minute slot here: [Calendar link] 2. Portal access: you'll get an invite to our client portal, where you can see progress, files and invoices. 3. What we need from you by [date]: [brand guidelines, account access shared through [password manager], content, main contact for approvals] 4. Timeline: work starts on [date], and you'll see [first deliverable] by [date]. How we'll communicate: - Day-to-day questions: email or the client portal - Urgent issues: [phone/Slack] - Progress updates: every [weekday], by [email/call] - Response time: within [X] business hours Useful links: - Client portal: [Link] - Project brief: [Link] If you have any questions before the kickoff call, just reply to this email. Best, [Your Name] [Your Company] [Phone]
Hi [Client Name], Really glad to be starting on [project/service] with you. Here's what happens next, so we're on the same page from day one. First steps: 1. Grab a 30-minute kickoff slot here: [Calendar link] 2. I'll send you an invite to our client portal, where you can follow everything as we go 3. Could you send over [brand guidelines and content] by [date], and share any account access through [password manager] rather than email? 4. We start on [date], and you'll see [first deliverable] by [date] How to reach us: - Day-to-day: email or the portal - Something urgent: [phone/Slack] - I'll send you an update every [weekday] - We usually reply within [X] business hours Any questions before we kick off, just reply. Talk soon, [Your Name] [Your Company] [Phone]
Hi [Client Name], Welcome. Below is everything needed to start [project/service] on schedule. Please complete by [date]: 1. Book the kickoff call: [Calendar link] 2. Send these materials: [list of items] 3. Review and confirm the project brief: [Link] Timeline: - Kickoff call: [proposed date] - Work begins: [date] - First deliverable: [date] Communication: - Main channel: email or client portal - Urgent issues: [phone/Slack] - Updates: every [weekday] - Response time: within [X] business hours Access: - Client portal: [Link] - Project brief: [Link] Please confirm you've received this, and tell me if any of the dates above need to move. [Your Name] [Your Company] [Phone]
Kickoff summary (after the meeting)
Send after the kickoff meeting, for a new client or a new project with an existing one. Confirms scope, milestones, contacts, channels and actions.
Hi [Client Name/Team], Thanks for a productive kickoff meeting. Here's a summary of what we agreed, so we're all working from the same plan. Project overview: - Project: [Project Name] - Objective: [what we're trying to achieve] - How we'll measure success: [success criteria] - Budget: $[Amount] Milestones: - Phase 1: [Deliverable], due [Date] - Phase 2: [Deliverable], due [Date] - Final delivery: [Deliverable], due [Date] Who's who: - [Name], [Role], [Email] (main contact) - [Name], [Role], [Email] How we'll communicate: - Status updates: every [weekday] - Check-in calls: [frequency] on [platform] - Day-to-day: [email/Slack/client portal] - Urgent issues: [phone] Action items: - [Your Name]: [task] by [date] - [Client contact]: [task] by [date] - [Team member]: [task] by [date] Project links: - Project folder: [Link] - Timeline: [Link] - Chat channel: [Link] If anything here doesn't match your notes, please let me know by [date]. Otherwise, we're underway. Best, [Your Name]
Hi [Client Name/Team], Great kickoff today. Here's a quick recap of what we covered and what happens next. The plan: - We're building [short description] - Success looks like: [goal] - Budget: $[Amount] Key dates: - Phase 1, [deliverable]: [date] - Phase 2, [deliverable]: [date] - Final delivery, [deliverable]: [date] Your team: - [Name] ([Role]), your main contact: [Email] - [Name] ([Role]): [Email] Staying in touch: - Updates every [weekday] by [method] - Day-to-day questions: [email/Slack/portal] - Something urgent: [phone] Next steps: - [Your Name]: [task] by [date] - [Client contact]: [task] by [date] Project links: - Folder: [Link] - Timeline: [Link] Anything look off? Just reply. Otherwise, we're off. [Your Name]
Hi [Client Name/Team], Below is the kickoff summary for [Project Name]. Please review it and confirm it's accurate. Scope: - Objective: [what we're achieving] - Success measure: [metric] - Budget: $[Amount] Milestones: - Phase 1: [deliverable], [date] - Phase 2: [deliverable], [date] - Final: [deliverable], [date] Contacts: - [Name], [Role], [Email] - [Name], [Role], [Email] Communication: - Status updates: [frequency] on [weekday] - Check-ins: [frequency] via [platform] - Daily: [channel] Action items: - [Your Name]: [task], due [date] - [Client contact]: [task], due [date] - [Team member]: [task], due [date] Please confirm or flag changes by [date]. Work starts on [date]. [Your Name]
Kickoff invitation and agenda (before the meeting)
Send once the scope is signed. Sets the time, attendees, decision makers, agenda and what to bring.
Hi [Client Name], Now that the [agreement / statement of work] is signed, let's hold the kickoff for [Project Name]. When: [Date], [time and time zone], [duration, e.g., 60 minutes] Where: [Video link / address] Who should attend: - From your side: [decision maker who approves scope and budget], [day-to-day contact], [anyone who supplies content or access] - From ours: [Your Name] ([role]), [Name] ([role]) Agenda: 1. Goals and how we will measure success (10 min) 2. Signed scope: deliverables, exclusions and how changes work (15 min) 3. Timeline and the first milestone (10 min) 4. Who approves what, and how quickly (10 min) 5. Channels, update day and access to the client portal (10 min) 6. Questions and next steps (5 min) Please bring or send before the call: - [Brand files, existing content, account access via [password manager]] - Names of everyone who needs to approve work Signed scope for reference: [Link] I'll send a written summary of what we agree within one working day of the call. Best, [Your Name] [Your Company]
Hi [Client Name], Thanks for approving [New Project Name]. Since we already work together on [current work], this kickoff can be short and focus on what is different. When: [Date], [time and time zone], [30 minutes] Where: [Video link] Agenda: 1. What this project covers, and what stays in [current retainer/project] (10 min) 2. Timeline, milestones and how they fit around current work (10 min) 3. Approvers for this project, if different from usual (5 min) 4. Anything new we need: access, content, budget owner (5 min) What stays the same: channels ([email/portal]), update day ([weekday]) and invoices to [billing contact]. What changes: [e.g., new team member, separate invoice, new project board] Signed scope: [Link] Best, [Your Name] [Your Company]
Team change (mid-engagement)
Introduces a new team member on an existing account, with who does what and the handover dates.
Hi [Client Name], I'd like to introduce [Team Member Name], who will be [their role, e.g., "your account manager"] from [date]. About [Team Member Name]: [He/She/They] has [X] years of experience in [relevant area] and has worked on [relevant type of project]. [One specific line, e.g., "They led our last two ecommerce relaunches."] [Team Member Name] will be your main contact for: - [Responsibility 1, e.g., "day-to-day questions and requests"] - [Responsibility 2, e.g., "weekly status updates"] - [Responsibility 3, e.g., "scheduling deliverables and reviews"] I'll stay involved in [your continued role, e.g., "strategy and quarterly reviews"]. Why the change: [short reason, e.g., "As the account has grown, a dedicated account manager means quicker replies for you."] How to reach [Team Member Name]: - Email: [Email] - Phone: [Phone] - Usual response time: [timeframe] [Team Member Name] will be in touch by [date]. If you'd like a short call with the three of us first, just let me know. Best regards, [Your Name] [Your Company]
Hi [Client Name], I'd like you to meet [Team Member Name], who's joining your account as [role] from [date]. A bit about [Team Member Name]: [X] years in [area], and [short relevant achievement]. I think you'll work well together. What [Team Member Name] will handle: - [Responsibility 1] - [Responsibility 2] - [Responsibility 3] I'm still around for [your continued role]. You can reach [Team Member Name] at [email] or [phone], usually within [timeframe]. [Team Member Name] will get in touch by [date] to say hello. Any questions in the meantime, just ask me. [Your Name] [Your Company]
Hi [Client Name], From [date], [Team Member Name] will be your [role] for [account/project]. Background: - [X] years of experience in [area] - [Key relevant experience] Responsibilities: - [Responsibility 1] - [Responsibility 2] - [Responsibility 3] Contact: - Email: [Email] - Phone: [Phone] - Response time: within [timeframe] Who does what: - [Team Member Name]: [scope] - [Your Name]: [your continued involvement] Transition: - [Date]: [Team Member Name] joins the account - [Date]: optional handover call ([Link]) - [Date]: [Team Member Name] takes over day-to-day contact Please send day-to-day requests to [Team Member Name] from [date]. [Your Name] [Your Company]
Team introduction (new client)
Send before kickoff. Introduces everyone the client will work with, their roles and how to reach them.
Hi [Client Name], Before we start, here is everyone you'll work with on [Project Name] and how to reach them. - [Name], [Role]: your main contact for day-to-day questions, updates and scheduling. [Email], [Phone] - [Name], [Role]: leads [area, e.g., design]. You'll see them in review meetings. - [Name], [Role]: handles [area, e.g., development and launch]. - [Name], [Role]: invoices and billing questions. [Email] How to reach us: - Requests and files: [client portal link / email] - Urgent issues: [phone] - Usual response time: within [X] business hours Next: [Name] will send the kickoff invitation by [date]. Could you reply with the names and roles of the people on your side who will review and approve work? Best, [Your Name] [Your Company]
How to use: copy the version that fits, paste it into your email client as plain text, and replace every [bracket] with your details. Delete any line that does not apply.
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When to use this template
Best practices
Set expectations in writing
State the update cadence, the reporting format and the date of the first milestone. A client who knows the next update arrives on Friday is less likely to send "any news?" messages on Wednesday.
Introduce the people, not just the agency
Name the people who will work on the account, their roles and how to reach them. Clients get faster answers when they know who handles design questions and who handles billing.
Give workspace access on day one
If you use a client portal or shared project space, send the invite with the welcome email or straight after it. The sooner the client can see where work will appear, the sooner they stop asking for status by email.
Ask for everything you need in one list
Be specific: "admin access to your Google Ads account" rather than "relevant logins". One complete list with a deadline beats a drip of requests that delays your team and annoys the client.
Quick tips
- Send within one working day of signing, while the decision is fresh
- Put the calendar link for the kickoff call in the first step
- List every login, file and contact you need, with a date
- Say which channel to use for what, and how fast you reply
- Send the portal or workspace invite at the same time
- Follow up after two working days if you have not heard back
What makes this template work
Kickoff call booked in email one
A calendar link in the first numbered step, so the most important next action is the easiest one.
A specific materials list
Asks for logins, brand files and contacts by name and with a date, instead of "send anything relevant".
Communication rules up front
Which channel to use for what, how often you will report, and how fast you reply.
Workspace or portal link
A slot for your client portal or shared folder, so the client knows where work will appear.
Kickoff and team intro versions
Also includes a kickoff summary to send after the first meeting and an email introducing a new account manager.
Short enough to act on
Four numbered steps and three short sections. A long welcome email gets skimmed and the requests get missed.
Frequently asked questions
When should I send a client onboarding email?
Within one working day of the contract being signed, and the deposit paid if you take one. Waiting a week loses momentum and makes the client wonder whether anything is happening.
What should a client onboarding email include?
A short welcome, a link to book the kickoff call, the list of materials and access you need with a date, the start date and first deliverable, how you will communicate, and links to the portal or project brief.
Should onboarding be one email or a sequence?
For most projects, one welcome email plus a kickoff summary after the first meeting is enough. For larger engagements, a short sequence works well: welcome and next steps, then access and setup, then a kickoff agenda, spaced a day or two apart.
What if the client does not respond to the onboarding email?
Follow up after two working days, then again after five. Be specific about the effect: "To start on [date], we need [items] by [date]. Without them, the first deliverable moves to [new date]."
Can I run client onboarding in AgencyPro?
Yes. On every AgencyPro plan you can invite clients to your branded portal when you are ready and set onboarding steps and documents they see after their first login. The invitation email is an editable template with merge tags such as {client_name}.
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