Proposals can introduce someone who is not yet in your Clients list. OnboardMe and your connected systems do not all update at the same moment. This article explains when a client appears in OnboardMe, and when they appear in Xero, GreatSoft, QuickBooks, FYI, and other connected apps.
Two key moments
Most client and integration updates happen when you send the proposal, or when it is fully accepted (all required signatures complete). What runs at each moment depends on options such as Create bills, Request payment details, and Create FYI jobs.
Key terms
Proposal client
The person or organisation named on the proposal. At first they may exist only on that proposal.
OnboardMe client
The client record in your Clients list. Connected systems link to this record. Until it exists, those systems have nothing to attach to.
Early client record
Sometimes OnboardMe creates a Clients-list record as soon as you send the proposal, for example so billing or payment details can proceed. That does not always mean every connected system has been updated yet.
Full sync
Creating or updating a client in the same way as Clients → Add: OnboardMe saves the client, then updates connected systems according to your practice integrations.
At a glance
When you send
May create an OnboardMe client
May create ledger contacts and payment customers
May create FYI jobs (and the FYI client) for existing clients
Does not push invoices or create XPM / Karbon jobs
When accepted
Creates any remaining OnboardMe clients
Pushes invoices (if Create bills)
Creates jobs and practice-manager clients where configured
Can sync more widely to connected apps
What happens when you send a proposal
Sending invites the client to review and sign. Depending on the proposal options, OnboardMe may also prepare client and billing records.
1. OnboardMe client (when needed)
If the proposal will create bills, request payment details, or include identity verification, OnboardMe creates a client record from the proposal details, or reuses an existing match by name, surname, and email.
2. Billing and payment setup
If Create bills or Request payment details is on, OnboardMe prepares the matching records in your ledger or practice system (for example Xero Ledger contacts, GreatSoft clients, or QuickBooks customers) and payment customers in Pinch or Stripe when required.
3. FYI jobs (optional)
If Create FYI jobs is on, the practice allows FYI jobs when a proposal is sent, and the proposal is for an existing client, OnboardMe creates or updates the FYI client and then creates the FYI jobs.
Not created at send
Sending a proposal does not push invoices. It also does not create Xero Practice Manager clients, Karbon clients, or Karbon work items. Those wait until the proposal is accepted (where your settings allow).
What happens when the proposal is accepted
When all required signatures are complete (or staff mark the proposal accepted), OnboardMe finishes client setup and runs the remaining integrations.
OnboardMe clients
Any proposal clients still missing from your Clients list are created. This fuller create can also update connected systems, similar to adding a client manually.
Invoices and payments
If Create bills is on, invoices are pushed to your billing system (Xero Ledger, or QuickBooks, or GreatSoft depending on what your practice uses). If payment is taken on acceptance, charges run after invoices are prepared.
Jobs and work items
Where enabled on the proposal: Xero Practice Manager clients and jobs, FYI jobs (if not already created on send), GreatSoft tasks, FreeAgent projects, and Karbon work items (only if the client is already linked in Karbon).
Connected systems
What can be created or updated from a proposal. Exact behaviour depends on which integrations your practice has connected and which options are set on the proposal.
System | On send | On accept |
|---|---|---|
OnboardMe Clients | Created when bills, payment details, or ID verification need it | Any remaining clients created; wider sync may run |
Xero Ledger | Contacts prepared if Create bills or Request payment details | Contacts confirmed; invoices (and recurring bills if configured) |
Xero Practice Manager | Not at send | Client created if needed, then jobs |
GreatSoft (MYOB) | Clients prepared if connected and you are not using Xero Ledger for this step | Clients for billing/tasks; invoices if GreatSoft is your billing path |
QuickBooks | Customers prepared if Create bills or Request payment details | Invoices (when not using Xero Ledger) |
FYI | Client + jobs for existing clients when Create FYI jobs and the practice setting allow it | Client + jobs if not already done on send; may also sync when the OnboardMe client is fully created |
Karbon | Not at send | Client may be created when the OnboardMe client is fully created. Work items only if already linked |
KloudConnect | Not at send | Client may be created when the OnboardMe client is fully created. Signed documents upload only if already linked |
FreeAgent | Not at send | Contact may be created with the OnboardMe client. Projects only if Create FreeAgent projects is on |
BGL | Not at send | May update if your practice has BGL client push enabled |
Pinch / Stripe | Payment customers prepared if bills or payment details require them | Used when charging on acceptance |
Create bills, payment details, and FYI jobs
Create bills
On send, prepares the OnboardMe client and ledger or accounting contacts. On accept, pushes invoices. Recurring Xero invoices may also be set up at accept when configured.
Request payment details
On send, uses the same early client and contact setup as billing, even if there are no invoices to push yet, so payment details can be collected against the right customer. This option alone does not push invoices.
Create FYI jobs
When FYI jobs are created, OnboardMe also creates or updates the client in FYI first. Jobs and the FYI client go together.
Timing depends on your practice setting to allow FYI jobs when a proposal is sent. With that setting on, existing-client proposals can create FYI jobs at send. Otherwise they wait until accept. New-client proposals (without onboarding) may not auto-create FYI jobs the same way. Check your practice setup if a FYI client is missing.
New clients vs existing clients
Behaviour differs when the proposal is for someone already in your Clients list versus a new client.
Existing clients can receive FYI jobs at send (when the practice setting allows). New clients more often get OnboardMe and ledger setup at send (if billing or payment details are on), with jobs and wider sync at acceptance.
Bulk proposals and the public API always start from an existing OnboardMe client. Send still prepares billing and payment records when those options are on.
Common questions
Why is the client in OnboardMe but not in Xero or FYI?
An early OnboardMe record can be created so billing or signing can proceed, before every connected system is updated. Check whether Create bills, Request payment details, or Create FYI jobs was on, and whether the proposal has been fully accepted.
Why were invoices not created when I sent the proposal?
Invoices are created when the proposal is accepted, not when it is sent. Send prepares contacts and customers; accept creates the invoices.
Why is there no Karbon work item?
Karbon work items are created after acceptance, and only if the client is already linked in Karbon. Creating work items does not create the Karbon client by itself, though accepting a proposal can create the Karbon client when the OnboardMe client is fully created.
I turned on Create FYI jobs. Where is the FYI client?
The FYI client is created when FYI jobs are deployed. Confirm Create FYI jobs is on, check whether jobs should run at send or accept for your practice, and whether this was a new or existing client proposal.
What about GreatSoft if we also use Xero Ledger?
On send, GreatSoft client setup for billing is skipped when Xero Ledger is connected. GreatSoft can still be used later for tasks, and for billing only when it is your invoice path.
Related actions
If something did not sync after acceptance, use the proposal retry options where available (for example retry acceptance integration, or retry XPM / GreatSoft job creation). Resending a proposal re-runs send-time preparation where options still apply; it does not replace acceptance.
Connected apps vary by practice.
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