Onboarding a new agent to the shared CRM inbox
A first-week checklist for new reps joining a texting CRM, covering accounts, numbers, scripts, compliance and shadowing.
·2 min read
New reps learn fastest when the first week has a clear plan. For a texting-first team, that plan should cover tools, rules and live practice.
Use this checklist as a starting point.
Day one: access and rules
Set up the account, assign a number and walk through the compliance policy. Make sure the new rep understands consent, quiet hours and how to handle STOP before sending anything.
Days two and three: learn by watching
Have the new rep read strong past conversations and shadow a colleague. Review saved replies and your follow-up cadence.
- ✓Read ten good conversations.
- ✓Practice with test contacts.
- ✓Learn the pipeline stages and tags.
Days four and five: supervised sending
Let the rep send real messages with a manager reviewing a sample. Give quick, specific feedback and end the week with a short review of what to improve.
Putting it into practice
Pair the checklist with a short written guide that new reps can return to when something comes up. Include how to find a conversation, how to apply a tag, how to schedule a message, what to do when someone says stop and whom to ask for help. Ask each new rep for feedback at the end of the first week: what was confusing, what was missing and what they wish they had known on day one. Update the guide with their answers while the experience is fresh. Over time, onboarding becomes faster and more consistent, and the questions that used to interrupt your best reps are answered before anyone has to ask.
Key takeaways
- →Cover compliance before the first send.
- →Learn from real conversations.
- →Practice with test contacts.
- →Review the first week together.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
How long until a new rep works independently?
Many teams allow independent sending after the first week, with periodic reviews afterward.
Who should supervise?
A manager or experienced rep who can give timely feedback.