Quick start
From zero to your first playbook running: the 8 steps of the onboarding assistant, grouped into 4 phases.
This guide takes you from creating your account to having your first playbook running. The assistant is 8 steps grouped into 4 phases, and the app estimates around 21 minutes in total.
| Phase | Steps | Estimate |
|---|---|---|
| Welcome | Welcome | 1 min |
| Connect | Email, WhatsApp | 8 min |
| Portfolio | Products, Import customers | 7 min |
| Engine | Health model, Playbooks, Invite team | 5 min |
You do not have to do them in one sitting. The assistant saves your progress, you can skip a step and come back, or delegate it to someone on your team if that part is not yours.
Before you start
Have on hand:
- Google Workspace or Microsoft 365 account (to connect email and calendar).
- Customer list — CSV or access to your current CRM. If you don't have one, LealUp includes demo data to test with.
- Logo and domain of your company (optional, for workspace branding).
- 5 minutes for each CSM you want to invite.
1. Create your account and workspace
Go to app.lealup.com and sign up with your corporate email. When signup completes:
- Your workspace is created (an isolated environment with its own subdomain
your-company.lealup.com). - Your user is automatically an Admin.
- 5 default playbooks are seeded (At-Risk, Renewal, Expansion, Onboarding, Win-Back).
One email can only belong to one workspace. If you're already invited to another, signup redirects you to that workspace.
2. Connect your email
Critical step — without email, the timeline stays empty.
- Gmail — OAuth with your Google account. LealUp syncs bidirectionally: emails sent from your email client show up in the timeline, and those you send from LealUp land in Gmail. No extension required.
- Outlook / Microsoft 365: available. An admin enables it first under Settings → Integrations → Email. See Outlook and Microsoft 365.
When you authorize, LealUp indexes the last 7 days of email. Ongoing sync is real-time via Pub/Sub.
3. Connect WhatsApp
Optional, but it is the step that changes the day-to-day most if your team talks to customers there. It connects at organization level, not per person, so an admin does it once. See WhatsApp.
If your team does not use WhatsApp with customers, skip this step.
4. Define your products
If you sell more than one thing, define them here. It is what lets you attribute events, subscriptions and capacity to a specific product later, instead of having everything lumped at account level.
With a single product this step is quick: create it and move on.
5. Import your customers
Two options:
CSV (recommended to start) — download the template, fill in the minimum columns (name, domain, arr, status, owner_email), and upload it. The wizard matches columns to your fields.
Ingestion API — if your tech team already implemented it, events arrive via POST /v1/ingest/events with the workspace API key.
If you want to test without real data, turn on Load sample data (50 fictional customers with timelines).
6. Configure the health model
LealUp starts with the Balanced preset (usage 40%, engagement 30%, support 20%, sentiment 10%). You can:
- Leave it as-is and tune later when you have more data.
- Pick another preset — Usage Heavy, Engagement First, Support Critical.
- Customize dimensions, weights, and thresholds. See Health model.
If you're just starting, leave it on Balanced. It's better to iterate on real data than tune in a vacuum.
7. Review the seeded playbooks
The 5 default playbooks are already active. Open Playbooks in the menu and review:
| Playbook | Triggers when... | Generates tasks like... |
|---|---|---|
| At-Risk | health drops below 50 | "Schedule retention call", "Review open tickets" |
| Renewal | renewal within <60 days | "Prepare proposal", "Confirm champion" |
| Expansion | health ≥80 + growing usage | "Identify new stakeholder", "Propose upsell" |
| Onboarding | new customer (first 90 days) | "Kickoff call", "Technical setup" |
| Win-Back | churned customer | "Follow-up email at day 90" |
You can disable, edit, or clone any of them. See Playbooks and tasks.
8. Invite your team
Admin → Team → Invite. Enter the email and role:
- admin — full access.
- csm — their assigned portfolio, all playbooks.
- director — aggregate view, dashboards, no customer editing rights.
- viewer — read-only.
Each invite generates an email with a unique link to your workspace's subdomain. The user accepts and is active immediately.
Done
We send you a summary by email. From here, next steps depending on your role:
- CSM → Daily workflow
- Admin → Configure your workspace (tune health, create fields, connect more integrations)
Something failed?
- Invitation email didn't arrive → check spam; if it persists, see FAQ.
- CSV throws errors → make sure the first row is the header and the separator is a comma.
- Gmail doesn't sync → revoke permissions at Google Security and reconnect.
If none of the above works, email [email protected] with your workspace (subdomain) and the step where you got stuck.