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.”
Save your onboarding experience.
You now have an empty onboarding flow ready for tasks.
Step 2: Add and Configure Tasks
Open your onboarding experience.
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.
Attach optional content such as videos, files, links, or audio.
Configure task behavior
Choose how the task is completed (user-completed or admin-completed).
Set availability for the task (immediate or unlocked after a prerequisite).
Add prerequisites if another task must be completed first.
Adjust content-based requirements if the task includes video, downloads, or links.
(Optional) Add a Due Date
Click Update to save the task.
Repeat this process for each task in your onboarding experience.
Step 3: Assign Your Onboarding Experience to a Specific Product
Open your onboarding experience.
Locate the Audience drop-down and select "Users who have access to specific products." under the Info tab
Select the product(s) the onboarding experience should apply to.
Save your Onboarding Experience.
Once assigned, the onboarding experience automatically appears for new users who gain access to the selected product(s).
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.