Onboarding, days 0 to 2

Start with what is unique, not the scheduler. Order: connect, voices, Holly, approvals, rules, first drafts. Calendar last.

• Full path (PENDING D31): accounts of 3 or more seats, and any Spark account that wants it. A 45-minute set-up call, day-7 and day-14 calls, and day-30, day-60 and day-90 reviews. About three hours of calls per account over 90 days.
• Light path (PENDING D31): 1 or 2 seats unless they take the offered call. Welcome email, set-up call offered, day-7 and day-14 checks by email, day-30 and day-90 calls only. About 75 minutes.

Never promise a customer either path's timings.

The set-up call#

45 minutes, customer driving. People remember what their own hands did.

Say

"In 45 minutes we'll connect your LinkedIn, build your voice, set up Holly and approvals, and leave you with three drafts in your own voice. Stop me if anything doesn't make sense. Sound fair?"

Say: "Each person connects their own LinkedIn from a link. No one shares a password, including with us."

Voices are built from LinkedIn posts, a representative sample of pasted writing, or the five-minute guided interview (best for people who have never posted, and for a sceptical partner). Show everyone pause voice learning and "don't learn from this" on day one.

Say

"Your voice gets better the more you approve and edit. If anything doesn't sound like you, tell it, or tell me, and we'll fix the voice rather than you fixing every post."

Holly's tier#

Four levels, set per person: Observe, Suggest, Auto-draft, Auto-publish. The customer chooses and can always move back. You explain the recommendation and record the choice; you never refuse one. Most teams: Suggest. Regulated firms (law, financial services, accountancy, and any firm that asks): Observe (D8).

Say

"You decide what Holly can do on its own, person by person. We recommend starting at Suggest, where Holly does the work and you make every decision. You can move someone up when you trust it, and back any time. On LinkedIn we recommend a person approves every post, whatever the setting."

If they want Auto-publish on LinkedIn:

Say

"That's your call. We recommend a person approves every LinkedIn post, because it goes out under their name. Let me check with the team how Auto-publish works on today's build before you set it for anyone."

Until Dom Watts confirms Auto-publish is live at launch, never tell a customer they can switch it on: refer the request to John Cooper, and record it in the CRM. You may say Holly identifies itself as AI and every action is logged; not "Holly explains what it did" until D10. If a screen says "Pulse": "Pulse was Holly's working name; you'll see it disappear as screens update."

Approvals, rules and first drafts#

Set approvals before anyone drafts.

• Owner-led, 2 to 10 people: everyone except the owner needs approval; the owner or an operations lead approves.
• Marketing lead: the lead approves; anything the rules check flags goes to a second approver.
• Law firms: a chain from fee earner to the compliance lead. The SRA's generative AI warning notice (August 2026) says solicitors remain accountable for AI output (may be quoted, source said aloud), so Observe plus that chain gives a COLP a named person answering for every post.
• Agencies: a workspace per client; client sign-off by link, no login; nothing goes out until the agency's approver also agrees.

Law and regulated firms upload their policy only after the data processing terms are in place; until then, type house rules. If there is no policy, do not write one for them. Type five to ten house rules together: never name a client or candidate without written permission; never comment on live matters; never disclose fees or salaries; never criticise a competitor by name; never give advice a reader could rely on personally.

For the first three drafts the admin types: "Write me three posts for this week from today's news in my feed." The admin marks up lines to keep, cut or change, applies the notes in one pass, then approves or schedules. That is the first win, on the call. If they say it is too big:

Say

"You don't need to learn the menus. Ask Holly for what you want and it will build it."

Essential by day 14: news feeds and the morning list; ideas from meetings (law firms agree with their compliance lead which meetings to connect first); Watch risk level and 30-day trend, never alert multipliers. Platforms: "LinkedIn first; ask us about other platforms." (D13)

Say (rough edges)

"You're on a founding rate because you're using Maktura early and helping shape it. There will be rough edges. When you hit one, tell us: you've got a direct line to the team, and what you report goes to the people who build it. We'd much rather hear about something small today than find out you'd quietly stopped."

Before relying on posts with links, publish a test post with a link and check the preview: a reported link display fault is not confirmed fixed.