What Is an Onboarding Experience?
An onboarding experience is a guided sequence of tasks that appears in a user’s dashboard when they log in. It walks users through the key actions they should take first—such as watching a welcome message, choosing a learning path, or completing a quick-start task.
Onboarding experiences trigger on every login until all tasks are completed.
Why Onboarding Experiences Matter
A well-built onboarding experience helps you:
Guide users through a clear first-time journey
Reduce confusion and overwhelm
Increase early activation and engagement
Deliver consistent results across all new users
Improve retention and long-term success
Your onboarding experience defines how effectively new users get started.
Step 1: Create Your Onboarding Experience
Go to the Onboarding Experiences area in CustomerHub.
Click the + button to create a New Onboarding Experience.
Enter a clear, recognizable name such as “New User Quick Start” or “Course Onboarding.”
You now have an empty onboarding flow ready for tasks.
Step 2: Add and Configure Tasks
Go to Tasks Click the + button to create a New Onboarding Task.
Enter a clear, action-focused task name such as “Watch the Welcome Video.”
Add short instructions that help users understand what the task is and why it matters.
Choose who the onboarding task is assigned to (either an Admin of your CustomerHub app, or your user/customer).
Specify when the task can be completed (either 'immediately' or 'only when prerequisites are completed'), along with any prerequisites if applicable.
Specify how the task is completed ('Completed by')
Add task-specific content (for example, if the task is completed by watching a video, then the video will need to be selected as well)
(Optional) Add a Due Date, and specify the # of days until the task is due
Click Update to save the task.
Repeat this process for each task in your onboarding experience.
Step 3: Set the Audience for Your Onboarding Experience
Once your onboarding experience has been created, you'll need to specify the audience (this determines who will get access to it on login). Follow these instructions to set your audience:
Open your onboarding experience.
Locate the Audience drop-down and select from the following options:
All users - this means that all users of your CustomerHub site would see this onboarding experience.
Only users who have been given access - this means you will have to individually add users to this onboarding in order for them to see it
Users who have access to specific products - this means that users with access to specific products will automatically get access the onboarding experience (example below)
Save your Onboarding Experience.
Once assigned, the onboarding experience automatically appears for applicable users who log in to your CustomerHub site.
Step 4: Publish Your Onboarding Experience
Once you have added all tasks and set the Audience, you may Publish the onboarding experience by changing the publish toggle from DRAFT to LIVE.
Important note: Once the onboarding experience has been published, all users included in the selected audience will see the onboarding experience, and will continue to until all of their tasks have been completed.
Best Practices
Use short, simple tasks users can complete quickly
Keep the total number of tasks between 3–7
Use one action per task
Begin with confidence-building quick wins
Avoid long videos or complex instructions
Use prerequisites only when they improve clarity
Assign one onboarding experience per product
FAQ
Can I reorder tasks?
Yes. Drag tasks into any order inside the onboarding experience editor.
Can one onboarding experience apply to multiple products?
Yes. You can assign the same experience to multiple products.
Can a product have more than one onboarding experience?
CustomerHub uses the specific experience you assign. Assign the correct one for each product.
What happens when a user completes all tasks?
The onboarding experience stops triggering at login and the user proceeds directly into your content.
Can I update tasks later?
Yes. You can modify names, instructions, behavior, and task order anytime.