Agency New Client Onboarding Email Template

TL;DR. An agency new client onboarding email is sent the day a new engagement starts. The best agency client onboarding emails introduce the team, set expectations for the first 7 days, and explain how the agency will communicate ongoing.

When to send a new client onboarding email

• The same day the contract is signed (or the project officially begins).
• Before the kickoff call, not after.
• Once per engagement — not per individual contact at the client.

What to include in an agency client onboarding email

• The agency team and their roles, with direct contact info.
• A clear "first 7 days" plan so the client knows what's expected of them.
• A link to the onboarding questionnaire or intake form.
• Communication norms (weekly status, channels, response times).
• Date and time of the kickoff call.

Subject line examples

• "Welcome aboard, {{client_name}} — let's get started"
• "Your first 7 days with {{agency_name}}"
• "{{client_name}}, here's how we'll work together"

FAQ

What should an agency client onboarding email include? An agency client onboarding email should include team introductions, a clear first-week plan, an onboarding questionnaire link, and communication norms. The goal is to remove ambiguity about who does what in the first month of the engagement.

When should an agency send the client onboarding email? Send it the day the contract is signed, before any other deliverable. Clients who go more than 48 hours without contact after signing start to second-guess the decision.

How is a client onboarding email different from a project kickoff email? The onboarding email orients the client to the agency relationship as a whole; the kickoff email starts a specific project. Both belong in a healthy agency-client relationship.