New operators fail when training is a screen-share of vibes. Onboarding should be a sequence they can repeat without the senior person on the call.
Accounts, runbook location, where archives go, and a 20-minute shadow of a real room with no typing privileges. Watching is cheaper than a mistaken ban.
They handle alerts on a secondary room while a senior owns the primary. Debrief for fifteen minutes. Write down the two mistakes that actually happened.
Grant the least access that still lets them work. Admin on day one is how credentials leak into screenshots.
If the host’s room has a specific voice, give three example replies—not a brand manifesto. Operators copy examples. They do not memorize essays.
Revoke tokens the same day someone leaves the roster. Rotate webhook URLs if they had them. Onboarding without offboarding is half a security program.