Use Act-On’s pre-built New Customer Onboarding Journey automated program to welcome new customers and guide them through account setup, product education, and key resources. A strong start helps ensure every new customer feels confident, supported, and set up for long-term success.
Quick Reference (Advanced Users) – Click to Expand
- Location: Content > Catalog > Programs
- Template Name: New Customer Onboarding Journey
- Primary Trigger: Deal marked Closed/Won in CRM or “New Customer” field update
- Optional Branch: Confirmed login or setup complete
- Assets Needed: 5 email messages, segments for new customers and confirmed logins
What This Program Does
Just landed a new customer? Congratulations! The first few days after someone signs on are critical for setting the tone and ensuring they feel confident and supported. This automated journey helps you guide new users through account setup, product education, and available resources so they hit the ground running and stick around for the long haul.
You can adjust this journey at any time: add or remove emails, update wait steps, or include additional branches to match your onboarding process. If you’re just getting started, this pre-built program gives you a solid, plug-and-play foundation.
Step 1: Start with the Template
To make setup easier, a ready-made template is available in your account.
- Go to Content > Catalog > Programs.
- Select New Customer Onboarding Journey.
- Choose the folder where you want to save it.
- Click Download.
Step 2: Set Up Your Trigger(s)
Define how contacts enter the journey. The most common trigger is when a deal is marked Closed/Won in your CRM or a contact’s status updates to “New Customer.”
If you use a CRM (e.g. Salesforce or Dynamics)
- Object Type > Equals > Contact
- Stage > Equals > Closed/Won (or your equivalent stage)
- Close Date (optional) > Equals > Current Day
If you’re not using a CRM integration
- Customer Status > Equals or Contains > New Customer
- Lifecycle Stage > Equals or Contains > Onboarding
- Close Date (optional) > Equals > Current Day
Create a Segment for Confirmed Logins: This identifies contacts who have successfully logged in or confirmed credentials.
- Credentials Confirmed > Contains > True
Step 3: Create Your Emails
Prepare and approve all emails before adding them to the Automated Program. Once added, edits to the original email template won’t automatically update the program version.
Recommended email flow:
| Timing | Content Ideas | |
|---|---|---|
| 1. Welcome + Account Setup (Create 2 copies for resend with a different subject line) | Immediately after entry | Account login or setup instructions, overview of next steps. CTA: “Log In Now” or “Set Up Your Account.” |
| 2. How-To Guide or Video Resources | 2 days later | Getting started tips, links to onboarding videos or guides, overview of key features. CTA: “Watch Now” or “Explore the Guide.” |
| 3. Pro Tips + Best Practices | 3 days later | Expert insights, time-saving features, or hidden gems. CTA: “See Best Practices” or “Boost Your Skills.” |
| 4. Community + Support Options | 5 days later | Show how to get help, link to your support center or community hub. CTA: “Visit Support” or “Join the Community.” |
| 5. Feedback Survey or NPS | 1–2 weeks later | Ask for feedback or NPS rating, short survey, open-ended comments. CTA: “Share Your Thoughts” or “Take the Quick Survey.” |
To access matching email wireframes:
- Go to Content > Catalog > Messages.
- Select the templates matching the titles above.
- Choose the folder where you’d like to save them.
- Click Download.
These templates are unbranded so you can easily apply your own design and layout.
Step 4: Build the Automated Program
Once your content is ready, open the saved template and configure your workflow.
- Go to Automation > Automated Programs.
- Click the Templates tab and find your saved “New Customer Onboarding Journey.”
- Hover over the program name and click the paper icon (+ Create Program from Template).
- Click Create Program.
Program Setup
- Under the Settings tab, update your program name and description if needed.
- Click Select Sources and choose your new customer segment.
- Ensure entrants can start immediately or according to your schedule.
- Enable Suppress entrants on suppression lists (recommended).
- Click Save.
Program Flow
- In the Build tab, select Program Messages and add your prepared emails.
- Add your Confirmed Login segment under Lists & Segments.
- Open Program Flow and assign each message to its proper step.
- Adjust wait times between messages to match your timing above.
- Add a branch step: If Prospect Is In ‘Confirmed Login’ Segment to tailor messaging for logged-in users.
- Optional: Add a final step before exit to capture responses or notify your team.
Step 5: Run & Monitor
When everything looks good, select Actions > Start Program.
After launch, monitor engagement rates, login confirmations, and survey responses. Use these insights to refine your timing, branch logic, and ongoing customer success communications.