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How to set up client onboarding

Welcome new clients with an onboarding page on their dashboard: pick a template, add videos, tips and links, or use your own HTML.

Written by Gabriel Lecointere

Use case: You want new clients to feel welcome and know what to do when they log in to your portal, without sending them a long email. An onboarding page on their dashboard walks them through the first steps: a welcome video, tips and the links they need.

Only one onboarding page is live at a time: one of the three templates, or your own custom code. Onboarding is in the sidebar for portal admins.

Step 1: Choose a template

  1. In the left sidebar, go to Settings > Onboarding.

    Settings menu with Onboarding highlighted and the onboarding templates

  2. Pick one of the three templates:

    • Template step: a list of steps, each with a title, a description and an optional video. Click Add step to add more.

    • Template document: steps, plus a Helpful tips section and a Quick links section.

    • Template download: steps, plus a section of documents clients can download, and quick links.

  3. Click Use template under it. If you haven't set the template up yet, the editor opens. The live template has a green check mark and a Disable template button. To look at a template first, hover over its picture and click the eye icon; the pencil icon opens the editor.

    Onboarding templates with the Use template button highlighted

Step 2: Edit the content

Click any text in the editor to change it: the page title at the top, section titles, and each step's title and description.

Template document editor with the page title and the first steps

Add or remove a video

  1. Click the video thumbnail on the right of a step. The Insert video window opens.

  2. Paste your link in Video URL (leave empty to disable).

  3. Optionally, click Upload under Thumbnail image to add a preview picture (recommended: 390x190 px).

  4. Click Save.

Insert video window with a video URL in the Video URL field

To remove a video, for example from a template you set up earlier that already has one: click the video thumbnail, delete the link in Video URL (leave empty to disable) so the field is empty, and click Save. Then publish your changes. When a step has no video URL, your clients no longer see its video, its thumbnail or its Watch video button.

Rename the Watch video button (optional)

  1. Click the Watch video button of a step. The Edit button window opens.

  2. Type the new label in Button text and click Save.

Edit button window with a custom Button text

Clients only see the button when the step has a video URL.

Add tips, links and documents

In Helpful tips and Quick links (Template document), each item has a title, a description and a link:

  1. Click the title or description to edit it.

  2. Click the blue link text (Anchor text on a new item). In the Edit link window, type the clickable text in Anchor text and paste the address in URL. It can be a page of your portal or any website.

  3. Click Save. Click Add item to add more.

Edit link window with Anchor text and URL filled in

In Template download, click Insert document on an item to give it a Document name and click Upload document to attach the file.

Step 3: Publish

When you are done, click Publish at the bottom of the editor. The template goes live and replaces any other template. Save as draft saves your changes without making the template live, and Cancel leaves without saving.

Editor footer with Cancel, Save as draft and the Publish button highlighted

Use custom code instead (optional)

To design the page yourself in HTML:

  1. On Settings > Onboarding, turn on Custom code at the top right.

  2. Write your HTML in the Editor tab, and check the result in the Preview tab.

  3. Use these variables to personalize the page for each client:

    • {{email}}: the client's email address.

    • {{name}}: the client's name.

    • {{ref}}: the client organization's reference.

  4. Click Save changes. Your custom page goes live and replaces the active template. Click Back to templates to return to the templates.

Custom code turned on, with the Editor and Preview tabs and the available variables

The page structure and class names of the portal may change as we update the app, so keep your custom code simple and check it from time to time.

What your clients see

The onboarding page appears at the top of the client's dashboard. It is open while the client has no requests yet. Once they have requests, it is folded so it doesn't take up space, and they can click its title to open it again.

Client dashboard with the onboarding page opened

Good to know

  • To stop showing onboarding, click Disable template under the live template.

  • Clicking Use template on another template you already set up makes it live straight away and turns off custom code.

  • Publish doesn't turn off custom code. If your custom code is live, clients keep seeing it until you click Use template on a template you already set up. Turning the Custom code switch off on its own doesn't change what clients see.

  • To check what clients see, log in as a test client or impersonate a client from Users > Clients.

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