Commercial flow 03 · Onboarding
A new account is not an active account.
The agent guides every sign-up step by step: documents, setup and first order. It sees where each customer gets stuck and resolves it before they drop off.
The time between contract and activation is where revenue quietly dies.
The welcome email lands in the promotions tab. A customer uploads a blurry ID and never hears back. Someone has a question at step three, nobody answers it, and they just stop.
Meanwhile the back office spends its days chasing documents one by one, and every day an account stays inactive is a day you’re not billing.
- Invisible startThe welcome email lands in the promotions tab.
- Silent rejectionA blurry ID goes in. Nothing comes back.
- Back officeChasing documents one by one, every day the account stays dark.
Activation becomes a guided conversation that doesn’t end until the account is genuinely live.
Documents are read as they arrive, every reminder names the exact item that is missing, and the back office only touches the exceptions.
How Medra runs this flow, step by step
- STEP 1
Welcome instantly.
The moment the contract is signed, the agent opens the conversation: what happens next, what’s needed and in what order.
- STEP 2
Read documents on the spot.
IDs, invoices and proofs arrive as photos in the chat. The agent reads them in real time, confirms what’s valid and explains exactly how to fix what isn’t.
- STEP 3
Guide every step.
Each stage of your checklist is explained when the customer reaches it, with questions answered right there.
- STEP 4
Chase what’s missing, specifically.
When someone goes quiet, the follow-up names the exact pending item. “You’re only missing your bank account” works. “Please complete your onboarding” doesn’t.
- STEP 5
Turn exceptions into tasks.
Documents that need human review become typed tasks with SLAs for your back office, while the agent keeps the customer informed.
- STEP 6
Confirm activation.
The flow closes only when the account is live, and that milestone lands in your analytics and your CRM.
Under the hood
- Document intelligence in chatPhotos of IDs, invoices and proofs read and validated in real time.
- Validation rules per clientYour criteria, not a generic checklist.
- Pending-item follow-upsEvery reminder knows exactly what is missing.
- Typed tasks with SLAsExceptions reach the back office already classified.
- CRM and analytics syncActivation is recorded where your team already works.
More accounts live, sooner, with a back office that only touches the exceptions.
Figures are illustrative, written to look and feel real. Before publishing they are replaced with a client result or kept labeled as illustrative — and we tell you in the first session what your own baseline says.
Activation rate
52%→81%Baseline, then the same metric with the flow running.
Time to first value
14 days→4 daysBaseline, then the same metric with the flow running.
Documents validated without human review
By hand→78%Baseline, then the same metric with the flow running.
Escalation triggers in this flow
Document fails validation repeatedly·Regulated verification step reached·Account inactive beyond threshold·Customer expresses frustration with the process
What it moves
- Activation rate
- Time to first value
- Documents validated automatically
You already won them. Now they are live.
The Turing Test, passed in production.
Onboarding is where people send a blurry photo of an ID and expect someone to read it. At Medra the test runs on every new account, on WhatsApp and by email, in more than 19 countries, with customers who just signed and have no idea they are the judges.
out of 100 people can’t tell Medra from a human.
The other 3 catch us on one detail: we reply at 3 am in four seconds.
The moment a new customer realizes it’s a bot, they stop sending documents and wait for “someone real”. When it feels human, they tell you what they didn’t understand, why the document hasn’t arrived and whether they’re about to give up. That honesty is the difference between signed and live.
How we do it in Onboarding
There’s no single trick. Six mechanisms work together, each one closing a gap that gives other bots away. These three carry the most weight in this flow.
- Native earsVoice notes, photos, screenshots and documents are understood as naturally as text. Nobody is ever asked to “please type your question”.
- Relationship memoryEvery touch remembers the ones before it, in any channel. The customer never starts from zero.
- Invisible handoffsWhen a person from your team steps in, the conversation keeps its tone and its context. The customer doesn’t feel the seam.
Medra next to the usual options
Humans on the loop, not stuck in it
Passing for human doesn’t mean replacing your team.
A document that fails validation twice, a regulated verification step, a customer losing patience: the exception becomes a typed task for your back office while the agent keeps the customer informed, and picks the flow back up when the review is done.
Every intervention feeds analytics, so you know which flows need tuning and why.
We never hide that we’re AI. We just make sure it never feels like it.
Pick an hour. We’ll bring your numbers to it.
A first session is 30 minutes with the people who would build it — not a sales call. Bring one flow you’d like to fix and we’ll tell you, in the session, whether it’s worth doing.
What happens in the session
- 30 minutesWith the people who would build it. Not a sales call.
- One flowBring the flow you would like to fix first, and the numbers behind it.
- A straight answerWe tell you, in the session, whether it is worth doing.
- The inviteYou get the confirmation and the video link by email.