What is Onboarding in CustomerHub?
Onboarding is the process you create to help new members get oriented and start using your membership effectively. It guides members through their first steps, reduces overwhelm, and makes it clear how to move forward.
CustomerHub offers two onboarding methods:
A simple in-membership Get Started module
A more advanced Onboarding Experience that launches automatically on first login
You can use either method or both, depending on how your membership is structured.
Why Onboarding Matters
A strong onboarding experience helps your members:
Know exactly where to start
Understand how your membership works
Feel welcomed and supported
Reach quick wins early
Stay engaged longer
Avoid confusion or overwhelm
Clear onboarding is one of the biggest drivers of member retention and satisfaction.
Simple Setup: Get Started Module
A Get Started module is a section inside your membership that serves as the member’s first point of contact. It introduces the membership, explains how to navigate the content, and outlines the first steps.
This is ideal for creators who want a fast, simple way to guide members.
When to Use a Get Started Module
Your membership is simple or a single content area
You want onboarding inside the membership itself
You do not need automated onboarding emails
You want onboarding that members can revisit easily
You want course-level onboarding for included products
How to Add a Get Started Module
Go to Admin → Products → [Your Membership]
This opens your membership product.
Open the Content tab
This is where you create internal sections and pages.
Click Add Section and name it “Get Started” or “Start Here”
Place this section at the top of your content list.
Edit the Welcome page or Add a Page inside the section
The top page is your welcome page.Name the new page or select Edit on the Welcome page
If creating a new page select a page template
Add a welcome message or video
Introduce your membership and set expectations.
Provide clear first steps
Examples include joining the community, watching the first lesson, or downloading a resource.
Publish the section and page
Published items are visible to members with product access.
A Get Started module is simple, effective, and works well alongside course-level onboarding.
Advanced Setup: Onboarding Experience
The Onboarding Experience is an interactive flow that launches automatically when a new member logs in for the first time. It can include multiple steps and optional email follow-up.
This is ideal for more complex memberships or when you want a polished, guided onboarding journey.
When to Use an Onboarding Experience
Your membership has multiple sections, products, or features
You want guidance delivered before a member sees the content
You want onboarding to start automatically
You want to include email reminders
You want consistent onboarding for every new member
How to Set Up an Onboarding Experience
Go to Admin → Onboarding Experiences
This is where advanced onboarding is configured.
Click the + button to create a New Onboarding Experience
This begins your onboarding sequence.Name Your Onboarding Experience
Edit the Info tab steps
Select the Assigned Admin
Select your Notification options
Add optional email reminders
These can reinforce onboarding outside the platform.
Go to Tasks and add your welcome step
Include a message or video that welcomes members to the entire membership.
Add the steps you want members to complete
These may include joining the community, viewing key pages, or starting a specific module.Name the Onboarding Task
Give clear instructions on the task
Select when the task can be completed
Select How the step will be completed and optional Due Date
Click Update
Toggle Draft to Live to activate the flow
Once enabled, the flow runs automatically when new members log in.
The Onboarding Experience is ideal for higher-touch, guided onboarding.
When You Might Use Both
Using both methods works well when your membership includes multiple products or courses.
Example
A membership might offer:
Membership-wide onboarding through an Onboarding Experience
Course-specific onboarding through Start Here modules inside individual products
This creates two layers of onboarding:
Top-level onboarding for the overall membership
Content-level onboarding for each included product or course
Both can work together without creating confusion.
Examples of Effective Onboarding Approaches
A simple Get Started section at the top of the membership
A full Onboarding Experience with 3–5 steps and a welcome video
A combination of membership onboarding plus Start Here modules for included courses
A Get Started module paired with weekly posts for ongoing guidance
Troubleshooting / FAQ
“Which should I use: a Get Started module or an Onboarding Experience?”
Use a Get Started module for simple memberships or course-level onboarding.
Use an Onboarding Experience for membership-level onboarding or when you want automation.
“Where do members see the Onboarding Experience?”
It launches automatically on their first login.
“Where do members find the Get Started module?”
Inside the membership content, usually at the very top.
“Do I need both?”
You only need both if your membership contains multiple products or courses that benefit from their own orientation.
“Can I change onboarding later?”
Yes. You can edit or replace either onboarding method at any time.