AGT-601 · Layer 6 · Customer Lifecycle
Onboarding Orchestrator
Manages the full customer onboarding journey from pre-close preparation through steady-state handoff. Serves as the PM layer for the CSM: milestone sequencing, stakeholder engagement tracking, TTV measurement, and escalation flags. Starts pre-close for eligible deals. Continuously writes OnboardingLog so AGT-501 can score customer health during the onboarding window — no NULL scores for newly closed customers.
New agent
New tables: MutualActionPlan, OnboardingLog, OnboardingMilestoneConfig, ProductValueEvents
L1 ripple: MAP sign-off gates ACV + usage comp
L4 ripple: reads ConvIntelligence + QuoteLog for technical win ingestion
Compensation gate (L1 ripple): If post-sales rejects the deal handoff or MAP sign-off is not obtained within a configurable window post-close, AGT-601 writes a hold record to ExceptionLog with exception_type = 'map_signoff_hold'. AGT-104 Comp Governance picks this up on its next daily run and places the rep's ACV commission AND usage realization payout on hold. Hold lifts automatically when MAP sign-off is recorded. SLM notified immediately on hold activation.
Trigger model — two paths
Pre-close trigger (eligible deals)
Auto-fires when: deal health score ≥ configurable threshold (default: 70) AND stage ≥ Proposal. Eligibility gate checked first — any one of: Segment = Enterprise, ACV ≥ configurable threshold, implementation services line item on quote, SAM value ≥ configurable threshold. AM or CSM can also manually initiate pre-boarding from the opportunity regardless of eligibility gate. Output: onboarding plan draft + kickoff brief + resource flag. No customer contact at this stage — internal only.
Post-close trigger (all customers)
Fires for all segments on deal close (AGT-801 order execution signal). For ineligible pre-boarding deals: AGT-601 starts fresh at close. For pre-boarded deals: AGT-601 transitions from draft plan to active onboarding — pre-close work carries forward. Segment determines milestone set and TTV defaults: SMB 30 days, MM 60 days, Enterprise 90 days (configurable, CSM can adjust at kickoff with inheriting team sign-off).
Pre-close outputs (eligible deals only)
Onboarding plan draft
Milestone schedule with target dates based on deal complexity (segment, products purchased, implementation services flag). Reads OnboardingMilestoneConfig for segment + product defaults. Draft — CSM confirms or adjusts at kickoff; inheriting team must sign off.
Internal kickoff brief
AM + CSM prep document: account context, stakeholder map from Contacts, risk flags from AGT-401 deal health, technical objections from ConvIntelligence and DiscoveryBriefLog/OpportunityBriefLog, and what was demoed/promised from QuoteLog. This is the institutional memory transfer from selling team to post-sales.
Resource requirement flag
If deal complexity signals implementation services are needed (Enterprise, API/consumption SKU, complex integration) but no implementation services line item exists on quote: flag to AM with specific ask to add services to quote before close. Written to ExceptionLog for visibility.
Post-sales risk alert
Surfaces technical objections, unresolved deal risks, and rep commitments to post-sales team before close. Post-sales can formally reject the deal (reject = hold on MAP sign-off, triggers comp hold gate above) or accept with documented risk notes. Human-in-the-loop: escalation requires SLM sign-off to proceed with a rejected deal.
Mutual Action Plan (MAP) — shared L4/L6 artifact
The MAP is created by the selling team during the deal (L4) and inherited by the post-sales team at close (L6). It is the contractual handoff between layers. Both AGT-601 and AGT-602 read and write to it. Post-sales sign-off on the MAP is the comp gate trigger.
Value events + TTV targets
Selling team selects from RevOps-defined ProductValueEvents (first meaningful usage events per product). Target achievement dates set at deal stage. Inheriting team must sign off on selected events and dates — or escalate if targets are unrealistic. TTV clock starts at contract start date.
Technical win details
What was demoed, what was technically validated, unresolved technical objections. Read from ConvIntelligence (competitor mentions, objections), OpportunityBriefLog (deal-stage meeting notes), and QuoteLog (product configuration). Written to MAP by selling team before close.
Selling team commitments
What the rep and SE promised the customer during the deal cycle. Sourced from ConvIntelligence next_steps and rep-logged notes. Post-sales team must be aware of all commitments before taking ownership.
Customer stakeholder map
Customer contacts mapped to onboarding milestones — who owns technical setup, who owns training, who is the executive sponsor. Read from Contacts table and enriched during onboarding.
Implementation resources
Hours, roles, and timeline when implementation services are purchased. Reads from ImplementationSOW (new L0 table). If SOW exists: AGT-602 is activated alongside AGT-601.
Post-sales sign-off
Sign-off status (pending / accepted / rejected), who signed off, timestamp, and rejection reason if applicable. Accepted sign-off lifts comp hold. Rejected sign-off escalates to SLM — deal can proceed only with SLM override.
Onboarding milestones — 7 standard milestones (configurable per segment + product)
M1
Technical setup / integration complete
Environment provisioned, integrations connected, admin access confirmed. Owned by Implementation Engineer (AGT-602 active) or CSM (AGT-602 not active).
M2
Admin training delivered
System administrators trained on configuration, user management, and reporting. CSM-owned.
M3
End-user training delivered
Core user cohort trained on primary use cases. CSM-owned. Completion confirmed by attendance log or assessment.
M4
First value event achieved
Customer achieves first meaningful product usage event as defined in MAP value events. Auto-detected from AGT-804 usage feed where possible; CSM confirms where manual.
M5
Executive sponsor briefed post-go-live
Executive sponsor engaged after go-live with status update. Signals executive buy-in at the most critical early stage. AGT-601 flags if not completed by 50% of TTV window.
M6
Adoption threshold reached
Seat utilization or consumption usage hits configurable threshold (default: 60% of contracted volume). Read from AGT-804 feed or Accounts. Leading TTV indicator.
M7
Formal onboarding close
CSM manually closes onboarding. Manual gate always required — automation cannot close onboarding without CSM confirmation. Triggers AGT-501 to exit onboarding mode.
TTV measurement model
Definition: TTV = first value event date minus contract start date (in days). Composite: both first value event (M4) AND adoption threshold (M6) must be achieved before TTV is marked complete — one alone is insufficient.
RevOps role: ProductValueEvents table defines eligible first value events per product (e.g., "first API call returning data", "first report exported with live data", "first workflow automation triggered"). RevOps owns this table.
Selling team role: Selects specific value events from the ProductValueEvents menu and sets target dates in the MAP during the deal cycle. Not all value events are selected for every deal — selection is deal-specific.
Inheriting team role: Must sign off on selected value events and target dates at handoff. If targets are unrealistic, the inheriting team escalates to SLM before MAP sign-off. Sign-off locks the TTV target — post-sign-off changes require SLM approval.
AGT-501 integration — continuous health during onboarding
AGT-601 writes continuously
Every milestone completion, CSM activity, exec sponsor touchpoint, and escalation flag writes a record to OnboardingLog. Not a closing summary — a running log from day one.
AGT-501 reads OnboardingLog daily
For accounts where onboarding_status = 'active': AGT-501 substitutes OnboardingLog signals for dimensions where live data doesn't exist yet. Health records flagged in_onboarding = TRUE so consumers read them in context.
Dimension substitution during onboarding
| AGT-501 dimension | Normal source | Onboarding substitute (from OnboardingLog) |
|---|
| Exec sponsor engagement | Contacts engagement recency | Exec sponsor briefed milestone (M5) status + CSM engagement log |
| QBR / engagement recency | RepActivity logs | CSM milestone activity timestamps from OnboardingLog |
| Product usage trend | AGT-804 usage feed | Technical setup milestone (M1) + first value event (M4) progress as proxy |
| Seat utilization | AGT-804 usage feed | Adoption threshold milestone (M6) progress |
| NPS / CSAT | Survey data | No proxy — stays data_gap during onboarding. This is honest. |
Escalation triggers
Customer unresponsive
2+ consecutive CSM outreach attempts with no customer reply logged. Immediate alert to CSM + AM. If unresolved after a third attempt: escalate to SLM. Logged to OnboardingLog as escalation_type = 'unresponsive'.
TTV trajectory miss
Agent projects TTV completion based on milestone velocity. If current pace will miss the agreed TTV target: flag immediately to CSM + AM with projected miss date and which milestones are blocking. Escalate to SLM if within 14 days of TTV deadline with no recovery plan logged.
Schema additions (v20)
MutualActionPlan new
map_idPKUnique MAP record
opportunity_idFKReference to Opportunities
account_idFKReference to Accounts
selected_value_eventsJSONArray of value event IDs + target dates from ProductValueEvents
technical_win_detailstextWhat was demoed, validated, unresolved objections
selling_team_commitmentstextRep/SE commitments made during deal cycle
customer_stakeholder_mapJSONContact IDs mapped to milestone ownership roles
implementation_sow_refFKNullable — FK to ImplementationSOW if services purchased
postsales_signoff_statusenumpending / accepted / rejected
signoff_byFKNullable — employee who signed off
signoff_timestampdatetimeNullable
rejection_reasontextNullable — required if status = rejected
slm_overrideboolTRUE if SLM approved proceeding despite rejection
comp_hold_activeboolTRUE when ExceptionLog hold record is active
OnboardingLog new
log_idPKUnique log entry
account_idFKReference to Accounts
log_datedateDate of entry
entry_typeenummilestone_complete / csm_activity / exec_touchpoint / escalation / close
milestone_idvarcharNullable — M1 through M7 if entry_type = milestone_complete
escalation_typevarcharNullable — unresponsive / ttv_miss / other
onboarding_statusenumactive / complete
ttv_days_elapsedintDays since contract start at time of entry
ttv_target_daysintAgreed TTV target from MAP
milestones_completeintCount of milestones completed at this point
milestones_totalintTotal milestones in plan
exec_sponsor_engagedboolWhether exec sponsor has been engaged in last 30 days
in_onboardingboolTRUE — read by AGT-501 to flag health records during onboarding window
notestextCSM activity note or escalation detail
ProductValueEvents new L0 — RevOps owned
value_event_idPKUnique value event definition
product_skuFKReference to PricingConfig product
event_namevarcharHuman-readable event description
detection_methodenumauto_usage_feed / csm_manual / both
detection_signalvarcharAGT-804 field or threshold that auto-detects this event
segment_ttv_default_daysJSONDefault TTV targets by segment {smb:30, mm:60, ent:90}
activeboolRevOps can retire value events without deletion
Accounts extensions extended
onboarding_statusenumpre_close / active / complete / not_started
onboarding_start_datedateContract start date / deal close date
onboarding_complete_datedateNullable — date CSM closed onboarding (M7)
ttv_achieved_daysintNullable — actual TTV achieved in days
ttv_target_daysintAgreed TTV target from MAP sign-off
map_idFKReference to MutualActionPlan for this account