Whitlingham Wealth / BG-Demo – Onboarding
Callcompleted
Whitlingham Wealth · 9 Jan 2025 13:00
Callie Brennan walked Daisy Howes and Felicity Gurney through setup on the 9 Jan 2025 onboarding call. Daisy is the single primary admin, Felicity a power user. A fourth connector was mentioned but not agreed.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan walked Daisy Howes and Felicity Gurney through setup on the 9 Jan 2025 onboarding call. Daisy is the single primary admin, Felicity a power user. A fourth connector was mentioned but not agreed.
What happened: Callie set out the onboarding plan for Salesforce, email and the ticketing system. She asked for service account credentials and said the first full sync would finish that night or early the next day.
Customer view: Daisy and Felicity were accepting and asked practical questions about timing, email history and what happens if something breaks. Felicity confirmed the roles work for them.
Commercial: A fourth connector was discussed but left outside the agreed scope. That is a possible later connector add-on, not a commitment.
Watch: Daisy is the only admin named, so the account depends on one person. Ticketing connector setup waits on API credentials and a test environment from Daisy.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector setup
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to plug in credentials once Daisy sends them, ideally the next day.
- Callie to check in with Daisy and Felicity in about a week.
- Callie to send the checklist covering the steps before the first refresh.
Risks
As at Fri 9 Oct 2026- Daisy Howes is the only primary admin named, so day-to-day running depends on one person.
- Ticketing connector setup depends on credentials and a test environment that Daisy still has to supply.
Opportunities
As at Fri 9 Oct 2026- A fourth connector was discussed and could be added later as a connector add-on.
Transcript
Callie BrennanMorning Daisy, Felicity. I'm Callie, I'll be running your onboarding. The plan for the next hour is to walk through the setup, make sure your connectors are live, and get you confident to run things yourselves. Sound okay?
Felicity GurneyGreat, yes.
Daisy HowesI've got my notes here. We're supposed to be connecting Salesforce and our email, is that right?- Callie BrennanYes, exactly. You'll also have your ticketing system and we discussed a fourth connector, but let's walk through the ones you've agreed first.
- Daisy HowesOkay. And I've got credentials for all of them?
- Callie BrennanYou should. Before we switch on the refresh, let me just check, Daisy, you've got the service account logins for each system?
- Daisy HowesYes, they're all in my vault.
- Callie BrennanPerfect. That's the most important thing. Right, let me share my screen. So what you're seeing is your configuration dashboard. This is where you manage which systems we're connected to, who has access, all of that. Daisy, you'll be the primary admin.
- Daisy HowesWhat does that mean in practice?
- Callie BrennanYou're the one who can add and remove users, change connector settings, that sort of thing. Felicity will be a power user, she can use all the features but can't change the configuration.
- Felicity GurneyThat works for us.
- Callie BrennanGreat. Right, so Salesforce. I need you to give me the service account credentials and I'll plug them in. Once that's done, the system will start pulling your CRM data.
- Daisy HowesHow long does that take?
- Callie BrennanDepends on your data volume. Your Salesforce, it's probably three or four thousand records?
- Felicity GurneyAbout that, yes.
- Callie BrennanRight, so that'll take maybe an hour to pull in completely. Then it needs to be indexed, which is maybe another couple of hours. So the full sync will be done by tonight, ideally, or early tomorrow.
- Daisy HowesAnd then what?
- Callie BrennanThen the data's live in the brain. Your team can search and ask questions. But it won't refresh the Salesforce data until tomorrow night, we do a full refresh every night, ready for the morning.
- Felicity GurneyAnd we can use it in the meantime?
- Callie BrennanYeah, absolutely. You'll have all the Salesforce records you're bringing in, plus any historical email, and you can start asking questions straight away.
- Daisy HowesWhat about email?
- Callie BrennanEmail is similar. I'll plug in your account credentials: again, service account, and it'll start pulling your mail history. Usually a couple of hours for that.
- Felicity GurneyHow far back does it go?
- Callie BrennanThat depends on what you have stored. The system will index everything it can access. Most customers have two or three years' worth.
- Daisy HowesOkay. And the ticketing system?
- Callie BrennanWhat I need from your side is the API credentials and a test environment if you've got one. That's so we don't accidentally cause problems in your production system.
- Daisy HowesI'll sort that out.
- Callie BrennanPerfect. Once I've got those, I can run through the field mapping, which fields from your ticketing system we're indexing, and check that everything makes sense.
- Felicity GurneyWhat's field mapping?
- Callie BrennanIt's just making sure the data that comes into the brain is labelled correctly. So your ticketing system might call something 'assigned_to', but the brain needs to know that's a person's name. It usually maps cleanly, and if there's anything odd, we'll fix it.
- Daisy HowesAlright. So after today, what happens next?
- Callie BrennanSo what I need from your side is the credentials for each system. Once you've sent those, ideally by tomorrow, I'll get them plugged in and running. You'll see a setup note arrive in your email with instructions for your team on how to use the brain. And then in about a week I'll check in with you to make sure everything's running smoothly and see if you have questions.
- Felicity GurneyThat sounds good.
- Daisy HowesWhat if something breaks?
- Callie BrennanYou've got my email. If anything looks wrong: data not refreshing, an error message, whatever, you reach out and I'll sort it. We're all on it until you're confident to run things yourself.
- Felicity GurneyRight. And Daisy will handle the day-to-day?
- Callie BrennanThat's the plan. Daisy's the primary admin, you'll support her if she needs to escalate something. Once you get past the first few weeks, it's pretty hands-off.
- Daisy HowesOkay, I'm happy with that.
- Callie BrennanGreat. Let me send over a quick checklist of what we're doing between now and the first refresh. Make sure we've got everything sorted.
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