How to build a customer onboarding flow in Moxo: A step-by-step guide

Onboarding is where first impressions happen. And yet, most teams handle it like a recipe passed down through the years—a little bit of email here, a Google Form there, and somehow clients end up confused about what comes next.

The problem isn't intention. It's structure. Your team knows what clients need to do, what internal approvals matter, and what compliance boxes must be checked. But without a clear, unified system, that knowledge lives in your head, not in your process.

When onboarding is scattered across email threads and separate tools, clients lose confidence, your team burns hours chasing paperwork, and even simple mistakes create friction. Worse, you have no audit trail if something goes wrong.

But here's the thing: you don't need to rebuild your entire operation. You need one clear flow.

In this guide, we'll walk through how to build a complete, repeatable onboarding flow in Moxo—from creating the flow itself to adding actions, controls, and automation. By the end, you'll have a launch-ready system that your clients can see (and follow), your team can manage, and your compliance team can audit.

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Key takeaways

• Clarity beats complexity: A well-designed flow makes it obvious what clients need to do and when, reducing back-and-forth and errors by up to 54% on average.
• Visibility is trust: Showing clients only what they need to see (while keeping internal reviews private) builds confidence and reduces "where's my status?" emails.
• Templates accelerate launch: Starting with pre-built, industry-specific templates keeps you from reinventing the wheel and bakes in compliance best practices from day one.
• Actions own the work: In Moxo, every action has an owner, a due date, and an audit trail—so nothing slips through the cracks.
• Automation handles the noise: Magic Links, reminders, and AI agents eliminate repetitive manual work and let your team focus on relationship-building instead of follow-up.
• Building an onboarding flow in Moxo works because the platform is designed around how real processes actually happen—not how they look on a whiteboard. The result: faster activation, fewer errors, better compliance, and clients who actually feel like their onboarding matters.

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Create a new flow

Most onboarding issues start before a single client is added. Teams jump straight into tools without defining what the client must do, what the internal team must approve, or what leadership needs to monitor. The result is a patchwork of tasks and emails that no one owns end-to-end.

A successful onboarding flow begins with clarity. In Moxo, every process starts in the Flow Builder, a visual workspace that mirrors your client journey from intake to activation. The canvas is built for transparency; you can show clients only what matters to them while keeping internal reviews private.

To get started, go to Flows → Create new flow. Choose between building from scratch or starting with a template.

Templates are pre-configured for industries like finance, consulting, and legal, making them a faster way to launch with compliance and best practices built in. You can modify every field, role, and rule to fit your exact process.

Once your flow opens, name it clearly, such as “Client Onboarding – Q4 – Enterprise”, and write a short description that defines the journey.

For example: “For new advisory clients. Intake → KYC → Compliance → Agreement → Welcome.” This context helps every collaborator understand purpose and sequence.

Moxo lets you decide which steps are client-visible. You can keep internal checks, such as compliance or risk reviews, private while surfacing client milestones like “Documents Received” or “Account Live.” This visibility creates confidence for clients and control for teams.

When you start from a template and customize forward, you keep the structure but avoid reinventing workflows.

Moxo’s templates combine prebuilt steps, compliance-ready defaults, and automation logic, so you can focus on improving the client journey instead of configuring from scratch.

The outcome is a launch-ready onboarding flow that reflects your real process, branded, auditable, and built in hours rather than weeks.

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Add actions

Most onboarding delays come from unclear ownership. Teams wait for forms, clients forget to send files, and approvals stall in inboxes. Actions in Moxo fix this by turning every task into a defined, trackable step. Each action has an owner, a due date, and an audit trail, so nothing slips through.

In Moxo’s Flow Builder, actions are the building blocks of your onboarding process. They represent the concrete tasks that move a client from intake to activation, collecting information, reviewing documents, approving compliance checks, or signing agreements.

Forms collect client data in a structured, auditable format instead of chasing scattered PDFs. Build intake, regulatory, or configuration forms directly in Moxo with conditional logic that adapts to client type or region. Responses feed automatically into the client record and can trigger follow-up steps.

File Requests replaces email attachments with secure, version-controlled uploads. Whether you need IDs, licenses, or supporting exhibits, Moxo’s file requests ensure clients know exactly what to upload and when. You can block progression until required files are received, maintaining compliance without manual reminders.

Approvals turn internal reviews into visible checkpoints. Assign reviewers, define SLAs, and route outcomes automatically to the next stage. Moxo records who approved what, when, and why, eliminating ambiguity and helping teams meet audit standards.

eSignatures complete the process without switching tools. Clients and countersigners can sign agreements or engagement letters directly in Moxo. The platform archives signed documents, updates milestones, and notifies both sides automatically.

These actions create a single, guided journey for clients and staff. Every submission, review, and approval happens in one place, tracked and managed from start to finish. The result is faster onboarding, fewer handoffs, and consistent delivery across every client account.

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Add controls

Manual onboarding breaks when one process must serve many client types. High-risk clients need extra reviews; low-risk clients should move faster. Without built-in logic, teams rely on spreadsheets and judgment calls that lead to errors.

Controls in Moxo make workflows adaptive. You can design one flow that behaves differently for different conditions, without writing code.

Branches let you split the path based on form inputs or decisions. For example, an individual client follows a standard path, while a corporate client triggers enhanced due diligence.

Decisions keep every fork explicit and auditable. When compliance approves or declines an account, the flow automatically follows the correct path. Each decision is logged with timestamps and outcomes, creating a full audit trail.

Milestones make progress visible to everyone involved. Clients see statuses like “Documents Received,” “Compliance Cleared,” and “Account Live,” while managers track each milestone in reporting dashboards.

These controls transform onboarding from a static checklist into a smart, adaptive workflow that stays compliant and transparent as client complexity grows.

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Automate and integrate

Manual reminders and data entry drain productivity. Automation in Moxo eliminates both by turning your flow into a self-sustaining process that moves forward without intervention.

Set triggers such as:

• When a form is submitted, unlock the next action and notify reviewers.
• When an approval is pending beyond two days, send reminders and escalate to a manager.
• When eSignatures are complete, mark the milestone and generate a welcome packet automatically.

Moxo connects to existing tools to sync data. Integrate with Salesforce, HubSpot, or Zoho to update records automatically, or link to OneDrive, Google Drive, or Box to store signed agreements securely. Connect messaging platforms like Slack or Teams so staff are notified instantly when milestones change.

With these automations, your onboarding flow runs reliably in the background, freeing teams from manual coordination and ensuring every client advances without delay.

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Use magic links and notifications

Even the best workflow fails when clients forget to act. Magic Links in Moxo solve that problem by giving clients secure, one-click access to their assigned tasks, no login required. You can set expiry times, limit usage, and revoke access automatically after completion.

Pair Magic Links with automated notifications to keep everyone aligned. Clients receive alerts for new tasks, due dates, and milestone changes. Internal teams receive updates for submissions, approvals, or stalled steps. Managers can opt for weekly summaries to monitor throughput and identify bottlenecks.

Together, Magic Links and notifications turn engagement into momentum. Clients know exactly where to go and what to do, while your team gains visibility without constant follow-ups.

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Add AI agents

AI in onboarding works best as an assistant, not a replacement. Moxo’s AI Agents handle repetitive checks and surface insights so your team can focus on judgment and relationships.

You can enable an AI Review Agent to analyze uploaded documents for completeness or flag missing information. An AI Summary Agent can generate quick overviews for relationship managers after each intake. An AI Support Agent can answer common client questions directly in the chat.

Every AI action remains visible to humans, with complete logs for transparency. By starting small, such as automating summaries or basic document reviews, you build trust and measure real-time savings before scaling further.

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Track KPIs in management reporting

Without data, process improvements become guesswork. Moxo’s Management Reporting turns every step of your flow into actionable insight.

Track key metrics such as:

Time to onboard from invitation to account activation

Stage duration to find where delays occur

Approval SLAs to measure review efficiency

Resubmission rates to identify unclear instructions

Completion funnel to see how many tasks reach closure

Leaders can review dashboards to understand bottlenecks, spot risks, and prove compliance. When data shows consistent delays or rework, you can adjust steps directly in the Flow Builder—no developer required.

This feedback loop ensures your onboarding process improves with every client you serve.

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Import the ready-made template

The fastest way to start is by importing Moxo’s Customer Onboarding Flow Template. It includes prebuilt forms, file requests, compliance approvals, and e-sign steps designed for high-touch industries.

The template also includes default automations, CRM and storage integrations, Magic Links, and performance reporting. Once imported, update branding, SLAs, and integration endpoints to match your business. Run a pilot with a small group of clients, gather feedback, and scale once you confirm success.

With a strong template foundation, you spend time refining the client experience instead of building from scratch.

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Conclusion

Onboarding isn't just the first step of a client relationship—it's a signal of what's to come. When done well, it builds confidence. When done poorly, it erodes trust before the real work even begins.

A structured flow in Moxo doesn't just make onboarding faster; it makes it repeatable, auditable, and scalable. You're not adding complexity—you're replacing email chaos with clarity.

The businesses winning right now aren't the ones with the most features. They're the ones that made onboarding feel simple, even when the actual process is intricate. That's what a well-designed flow does.

Stop letting onboarding happen to you. Design it intentionally. Build it once. Scale it forever.

Start building your first onboarding flow today. Get started with Moxo or schedule a demo to see how you can reduce cycle times, eliminate errors, and build the client experience your business deserves.

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FAQs

How does Moxo use AI to enhance onboarding?

Moxo’s AI Agents automate repetitive tasks such as summarizing client intake forms, verifying document completeness, and answering routine client questions. The AI acts as an assistant—never replacing human judgment. Every AI action is visible, logged, and controllable by administrators.

What reporting does Moxo provide for onboarding performance?

Moxo’s Management Reporting tracks key onboarding KPIs like time to onboard, approval SLAs, and resubmission rates. You can see which stages take the longest, identify bottlenecks, and measure client completion rates. These insights help teams improve cycle times and deliver predictable client experiences.

How does Moxo maintain data security across global client interactions?

Moxo uses end-to-end AES-256 encryption, SAML/SSO authentication, and region-based data hosting options. Every action—uploads, signatures, messages, and approvals, is logged with full traceability. This enterprise-grade security framework makes Moxo suitable for financial institutions, law firms, and healthcare providers handling sensitive data.

Can we white-label the Moxo onboarding experience for our brand?

Absolutely. Moxo supports full white-labeling with your logo, color scheme, and custom domain. You can also embed Moxo into your existing product or client portal using SDKs and APIs, giving clients a seamless branded experience.

What support and onboarding does Moxo provide to new teams?

Moxo’s Customer Success team guides you through setup, integration, and pilot rollout. You’ll receive best-practice templates, training for admins and users, and access to 24/7 technical support. Most teams go live with their first onboarding flow within 30 days.

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