Wattlebrook Insurance Services / BB-Demo – Onboarding
Callcompleted
Wattlebrook Insurance Services: documents · 2026-04-17 10:00
Technical onboarding for Wattlebrook on Starter with 15 users and two live connectors, CRM and ticketing. Brodie Kennedy took the admin session and Jess Mitchell accepted Starter's all-or-nothing permissions. No concerns were raised.
What was said
What this says
Current to 11 Oct 26Technical onboarding for Wattlebrook on Starter with 15 users and two live connectors, CRM and ticketing. Brodie Kennedy took the admin session and Jess Mitchell accepted Starter's all-or-nothing permissions. No concerns were raised.
What happened: Hamza Akhtar walked Brodie Kennedy and Jess Mitchell through the admin panel, connector status, user management and the status page on 17 Apr 2026. Both connectors, CRM and ticketing, showed as live.
Customer view: Brodie asked what happens if a connector stops and how it is monitored. Jess confirmed that Starter's lack of granular permissions is fine because everyone works with the same data.
Commercial: Hamza mentioned Growth's team-level access control, but Jess did not pick it up. No price, rival or renewal sentence came up.
Watch: Starter's four-hour first-response SLA was stated to the customer, and connector breakage is the main failure mode they asked about. Training with Marcus was set for early May.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the admin panel link, status page link and admin guide the same day.
- Marcus to run team training in early May once the data looks good.
Risks
Current to 9 Oct 26- A broken connector is the failure the customer asked about, and Starter carries a four-hour first-response SLA.
- Only two connectors are live, so the brain's depth depends on CRM and ticketing data staying healthy.
Opportunities
Current to 9 Oct 26- Growth's team-level access control was offered but not needed yet; it becomes relevant if more teams join.
Transcript
Hamza Akhtar NoneMorning, Brodie. Jess, good to see you again. How are things?
Brodie Kennedy NoneAll right, thanks. Had a good week.
Jess Mitchell NoneGood. We've been getting the connectors sorted on our end.- Hamza Akhtar NoneBrilliant. So we're here to walk through the technical onboarding, the connectors are built, so let me show you what's happening on the BB-Demo side. Brodie, this is your main technical session. I'll walk you through the admin panel, how to monitor each connector, user management, and what to do if something goes wrong. Sound good?
- Brodie Kennedy NoneYeah, let's do it.
- Hamza Akhtar NoneRight. So the admin panel is where you'll live once we go live. You log in, you see your Starter account, 15 users, two connectors live, CRM and ticketing. Each connector has a status. Right now, both say 'live', which means they're pulling data. The CRM connector is syncing your submissions, the ticketing connector is syncing claims queries. Every night at 07:00 Sydney time, we pull fresh data, index it, and your users can search. You follow me?
- Brodie Kennedy NoneYep. And if one stops working?
- Hamza Akhtar NoneThe status changes to 'error' and you'll see a message, usually something like 'API credentials expired' or 'field not found'. If that happens, you ping Marcus and me, and we'll debug it. Could be your system changed, could be our side. We'll figure it out.
- Jess Mitchell NoneHow long does that usually take?
- Hamza Akhtar NoneIf it's something simple like credentials, a few hours. If it's more complex, a day or two. We'll prioritise it though, you're on Starter, you get a four-hour first-response SLA.
- Brodie Kennedy NoneFair enough.
- Hamza Akhtar NoneNow, user management. You can add users in the admin panel. You've got 15 slots. You add them by email, they get an invite, they log in, job done. You can revoke access anytime, say someone leaves, and you can reset their password if they forget. Any questions on that?
- Brodie Kennedy NoneWhat about permissions? Can I limit what certain users see?
- Hamza Akhtar NoneOn Starter, everyone sees everything. No granular permissions. If you upgrade to Growth, you get team-level access control. For now, it's all or nothing.
- Jess Mitchell NoneThat's fine for us. We're all working with the same data.
- Hamza Akhtar NoneGood. So the last bit, if something goes down, how do you know? There's a status page. I'll send you the link. You can bookmark it, check it anytime. It shows both connectors, whether the overnight refresh completed, any alerts. If there's an issue, you'll see it there first.
- Brodie Kennedy NoneAnd you monitor it from your end too?
- Hamza Akhtar NoneYeah, we've got monitoring on the platform. If something breaks, I get an alert. But having you check the status page means you're not blind on your end, and it helps with troubleshooting.
- Brodie Kennedy NoneGot it.
- Hamza Akhtar NoneRight. So after this call, I'm going to send you the admin panel access link, the status page link, and a guide to the admin interface. You'll have everything you need. Next week, assuming the data looks good, Marcus will do the training with your team. That'll be early May.
- Jess Mitchell NoneLooking forward to it.
- Hamza Akhtar NoneBrilliant. Any final questions?
- Brodie Kennedy NoneI think we're good. Thanks for the walk-through.
- Hamza Akhtar NoneCheers. I'll send everything over today. Speak soon.