Guide: Enrolling an Unmanaged Account into the Automated Onboarding Process
What qualifies as an unmanaged account?
Typically, any account processing less than £5,000 GMV per month is considered unmanaged. However, there may be exceptions like certain franchise accounts.
Process Overview
1. Account Handover
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Once the Sales team completes a sale, they introduce the customer to our Support Specialist via email.
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The customer then schedules a kick-off call with the Support Specialist.
2. Creating the Account
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In Vitally, create a new account for the customer.
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Complete all relevant account information as usual.
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Important: Make sure the following traits are completed:
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“Unmanaged Account” - TRUE.
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"Customer Status" - Pre-onboarding.
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"Onboarding Date" - Completed.
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"Estimated GMV" -> This one should come from Hubspot
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3. Tagging in Intercom
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Open Intercom and locate the customer’s account.
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Add the following tag: Automated Onboarding 2025. This tag automatically enrols the account in the onboarding email series.
Email Cadences
Below is an overview of how the onboarding email sequence is structured:
Monitoring the Accounts
To track the onboarding progress of unmanaged accounts, use the Vitally dashboard. There, you should be able to see:
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The total number of unmanaged accounts currently in onboarding
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Whether Stripe is linked
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Whether the first activity has been created
Once an account completes its onboarding, it will automatically transition to the adoption phase.