Skip to main content

Agent Onboarding - in closed beta

How agency admins invite agents to Tern with a complete profile, a program, and an optional onboarding fee, and what the agent sees when they join.

Written by Molly Johnson

Overview

Agent onboarding lets you invite a new agent with their profile, program, commission, and fees already set up. The agent then completes the rest when they join. If you are a host agency, you onboard agencies under you the same way.

Before You Start

Onboarding uses the settings from these features. Set them up first.

Step 1: Check Your Profile Settings

  1. Go to Team & Billing in your back office.

  2. Click Actions at the top right of your screen.

  3. Click Manage profile settings.

These settings control onboarding:

  • Member onboarding. This is off by default. Turn it on to use the onboarding experience in this article. You can also choose to get a notification when a member finishes onboarding. Select who gets the notification in the change alerts section below.

  • Require a card on file. If this is on, new members add a card during onboarding. This shows only if you use agent billing.
    ​Note: When you turn this on and save, Tern also prompts all your existing members to add a card.

  • Onboarding fee alerts. Choose to get an alert when an onboarding fee is paid or declined. This shows only if you use agent billing.

  • Bank and legal info. If you set a field to All, the agent enters and manages it during onboarding. If you set a field to Admins only, you enter it. The agent does not see or edit it during onboarding.

  • Identifiers. Any custom field you add shows as a field you can complete when you invite a member.

If you use programs, also go to Actions, click Manage team settings, and check each program. Program defaults fill in the invite.

Step 2: Invite the Member

  1. Go to Team & Billing.

  2. Click Invite.

  3. Click Invite direct member.
    If you are a host agency, you can invite an agency from here.

  4. Enter the profile details.
    Fill in the fields you manage, such as legal name, date of birth, email, and phone number. Leave a field blank if you want the member to fill it in.

  5. Select the member’s role.

  6. Select a program.
    This shows only if you have set up programs. The program fills in its commission split and recurring adjustments. You can change them for this member.

  7. Enter bank details.
    This shows only if bank info is set to Admins only. You can skip it and add it later. Bank details are encrypted.

  8. Review the fees.
    You see the onboarding fee and any recurring fees from the program. You can remove a fee, apply a different fee, and set the start date for a recurring fee. Add a memo if you want the agent to see a note.

  9. Send the invite.

The member shows as invited on the Team & Billing page.

Tip: You can still invite several members at once with the other options under Invite. Those options do not use the onboarding experience in this article.

Step 3: The Member Joins

  1. The member gets the standard invite email from your agency.

  2. The member completes the standard Tern sign-up.

  3. The member completes their profile for your agency.

    • Fields you filled in show pre-filled. The member can edit the ones you allow.

    • Fields the member cannot edit do not show.

    • The member must add at least one emergency contact.

  4. The member pays the onboarding fee or adds a card.

    • If you set an onboarding fee, the member pays it to activate under your agency.

    • If you require a card on file and set no onboarding fee, the member enters their card details to complete sign-up.

    • In both cases, the member must agree to authorize charges to their card.

  5. The member goes to their dashboard. They are all set!

After Onboarding

The member can view their profile at any time.

  1. Click Settings in the top right of the screen.

  2. Click Agency Affiliations.

  3. Click View details.

From here, the member can:

  • Edit the fields you allow, such as phone and address.

  • See their commission, payout history, and fees.

  • Change their card on file. If you require a card on file, the member must keep at least one card saved.

Common Issues

The member did not see the profile or payment steps when they joined.
Member onboarding is off, or you used a bulk invite option. Go to Team & Billing, click Actions, click Manage profile settings, and turn on member onboarding. Then invite with Invite direct member.

The member did not see bank or legal fields during onboarding.
Those fields are set to Admins only. To let members enter them, set the field to All in Manage profile settings.

My existing members were asked to add a card.
This happens when you turn on Require a card on file and save. The setting applies to all members, not only new ones.

I don’t see programs in the invite.
Programs show only after you set them up. See https://help.tern.travel/en/articles/18397109-agent-programs-in-closed-beta

I don’t see the onboarding fee or card settings.
These show only if your agency uses agent billing. See https://help.tern.travel/en/articles/16435536-agent-billing-in-closed-beta

Related Articles
Did this answer your question?