The Onboarding Settings screen lets you define and customize the stages, tasks, and rules that govern your customer onboarding workflow. When a deal closes, the customer enters onboarding — and these settings determine what that journey looks like. Get it right, and your new customers will be set up for success from day one.
Getting There
Navigate to Operations → Sales → Deals, then access the Onboarding tab and look for the settings or configuration option.
Key Features
Onboarding Stage Configuration
Define the stages that new customers move through during onboarding. Common stages might include “Kickoff,” “Setup,” “Training,” and “Go Live.” Each stage can have specific tasks and completion criteria.
Task Templates
Create template tasks that are automatically assigned when a customer enters onboarding. This ensures consistency — every customer gets the same foundational experience, regardless of which team member handles the onboarding.
Assignment Rules
Configure rules for who gets assigned to new onboarding customers. You can assign based on territory, product, or round-robin to balance workload across your CS team.
File Requirements
Define which files or documents need to be collected during onboarding. This could include signed agreements, setup questionnaires, or technical documentation.
Step-by-Step: Configuring Onboarding
- Define your stages — Map out your onboarding process from deal closure to go-live.
- Create task templates — For each stage, define the tasks that need to be completed.
- Set assignment rules — Configure how new customers are assigned to team members.
- Configure file requirements — Specify any documents that need to be collected.
- Test the flow — Close a test deal and verify the onboarding process works as expected.
💡 Tips & Best Practices
- Keep stages clear and sequential — Each stage should have a clear entry and exit criteria.
- Don’t over-complicate — Start with 4-6 stages and refine over time based on feedback.
- Automate where possible — Task templates and assignment rules reduce manual work and increase consistency.
Frequently Asked Questions
Can I have different onboarding flows for different products?
The current onboarding flow applies to all new customers and does not differentiate based on product type.
What triggers the onboarding process?
Onboarding begins when a deal is marked as closed-won in the Deals pipeline. The customer automatically appears in the Onboarding tab.
Related Articles
- Deals — Manage your sales pipeline
- Customer Hub — Customer-facing portal