Customer Onboarding Automation (AI Prompt)

## Onboarding Journey Map

**Phase 1: Activation (Day 0-7)**
Goal: First value realized
Milestones:
1. Account created ✓ (automatic)
2. Profile completed
3. First project created
4. Team member invited
5. First task completed

Success Metric: 80% complete all 5 milestones by Day 7

**Phase 2: Adoption (Day 8-30)**
Goal: Habit formation
Milestones:
6. 3+ projects active
7. Integration connected
8. Template used
9. 5+ completed tasks
10. Team weekly active

Success Metric: 60% reach "habit" stage by Day 30

**Phase 3: Expansion (Day 31-90)**
Goal: Full adoption
Milestones:
11. Advanced feature used
12. Reporting activated
13. Additional seats added
14. Workflow created
15. Admin trained

Success Metric: 40% ready for expansion conversation

## Welcome Sequence

**Email 1: Instant Welcome (Trigger: Account created)**
Subject: You are in! Here is your first step, [Name]
Timing: Immediate

---

Hey [Name],

Welcome to [Product]! 🎉

I am [CSM name], and I will be helping you get the most out of your account.

But first, let us get you a quick win. The fastest teams complete this step in under 3 minutes:

**→ [Create Your First Project]**

Once you do, you will see why 2,000+ teams trust us with their most important work.

If you hit any bumps, just reply to this email - I read every message.

Talk soon,
[CSM name]

P.S. Here is a 2-minute video walkthrough if you prefer: [link]

---

**Email 2: Progress Check (Trigger: 24 hours, project NOT created)**
Subject: Quick question, [Name]

---

Hey [Name],

I noticed you signed up yesterday but have not created your first project yet.

Totally normal - here are the top 3 things that slow people down:

1. **Not sure what to call it?** Just use "Test Project" - you can rename it later
2. **Want to explore first?** Here is a sample project to play with: [link]
3. **Need help setting up?** Let me know and I will send a personalized Loom

Which one is you? (Just reply with 1, 2, or 3)

[CSM name]

---

**Email 3: Celebration (Trigger: First project created)**
Subject: Nice work! 🎉 You unlocked step 2

---

[Name], you did it!

Your first project is live. You are officially ahead of 40% of new users who never get this far.

Now let us make it even better. Your next unlock:

**→ [Invite Your First Team Member]**

[Product] really shines when your whole team is in. This takes about 30 seconds.

Keep the momentum going!

[CSM name]

## Progress Tracking Automation

**Customer Progress Dashboard (via Customer.io + Segment):**

```
[Customer: Acme Corp]
[Plan: Professional | Signed: Jan 15]

Onboarding Score: 7/15 milestones (47%)

✓ Account created (Jan 15)
✓ Profile completed (Jan 15)
✓ First project created (Jan 16)
✓ Team member invited (Jan 17)
✓ First task completed (Jan 17)
✓ 3+ projects active (Jan 22)
✓ Integration connected (Jan 25)
○ Template used
○ 5+ completed tasks
○ Team weekly active
○ Advanced feature used
○ Reporting activated
○ Additional seats added
○ Workflow created
○ Admin trained

[Status: On Track | Next milestone due: Feb 1]
[CSM: Sarah | Last touch: Jan 18]
```

**At-Risk Detection Logic:**

```
IF days_since_signup > 7 
   AND milestones_completed < 3
   THEN risk_score += 30

IF days_since_last_login > 5
   THEN risk_score += 20

IF team_invites_sent = 0
   AND days_since_signup > 3
   THEN risk_score += 15

IF risk_score > 50
   THEN trigger_intervention_playbook
```

**Intervention Playbook (risk_score > 50):**

1. Immediate: Send "Is everything okay?" email from CSM
2. Day +2 if no response: Trigger Calendly link for setup call
3. Day +5 if no booking: CSM phone call task created
4. Day +10 if no engagement: Move to re-onboarding sequence