A well-designed onboarding experience is crucial for user retention and engagement. This guide shows you how to set up a personalized, multi-visit onboarding journey that educates users contextually — without disrupting their flow.
Available on all Recurly plans
- You must have Company, App Administrator, or App Member permissions in Recurly Engage.
Unlike traditional tours, this approach delivers prompts only for features the user hasn't yet seen. Traditional onboarding often relies on a step-by-step homepage tour with highlighted callouts across various features — that can work for B2B, but B2C users often find it disruptive. Recurly Engage's Journey guide lets you predefine a sequence of prompts linked to key site elements. Each prompt fires only if the user hasn't completed the associated action, and you can schedule them across multiple visits for a more user-friendly onboarding flow.
Contextual guidance
Prompts appear only when a user interacts with a new feature, providing relevant guidance at the right moment.
Multi-visit flexibility
Spread onboarding steps across multiple sessions, preventing overload and respecting the user's learning pace.
Higher engagement
A streamlined, non-disruptive experience drives higher engagement with your key features.
ImportantCreate usage trackers for your key features and content, then reference those trackers in your onboarding guide to target only first-time interactions.
1
Make sure you're an active Recurly Engage user with Company, App Administrator, or App Member permissions.
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2
Access the Recurly Engage management console — known as Pulse — via Login. Pulse is your central interface for configuring applications, user traits, segments, prompts, guides, and integrations.
- Go to Guides in the main navigation.
- Select the pre-configured Default Personalized Onboarding Guide.
4
The pre-configured guide opens to a dashboard showing its Segments, Limits, Status, Schedule, and any Daypart settings, plus a chart of Users, Clicks, and Conversion Rate. Edit these to fit your customized guide.
5
Select a prompt from the guide.
6
In the Details section, set your trigger — the page on your site that fires the prompt when visited. For example, step 1 could fire when the user clicks a button on your site.
7
In the Actions section, set your action and values to trigger customized flows based on the user's input — for example, if the user clicks the prompt's primary button, direct them to a specific page or serve another prompt in the sequence.
8
From the Details section, click Edit prompt design to open the prompt customization window.
Customize the title, message, size, and styling to fit your messaging — make sure the message is clear and compelling, and configure the prompt for both Desktop & Mobile.
If you'd like, adjust the prompt's visibility settings in the User Interaction section to show it again after specific button clicks within your guide.
9
Additional prompts might present the actions tied to a user's response to an earlier prompt in the sequence, and each needs its own design and configuration. Be sure to set criteria for when the guide should continue or exit.
10
After customizing your prompt, click Live Preview to see how the design appears on your site. Live Preview doesn't test the actual flows.
Test the flow on Live: add your own user ID to the Test Users segment under Settings > Users > Test Users.
Add Test Users to the guide: add Test Users as the segment so only test users see the prompt.
Reset clicks during testing: if you need to relaunch the guide while testing, reset the user's clicks under Settings > Users > Test Users > Reset Clicks.
Use the built-in preview tool: alternatively, use the Preview Tool in the Live Preview section and set the user ID to the one you want to test.
Once you're satisfied with your flow, remember to update your segments to target live users instead of test users, then set your guide's status to Live.
Every churn is lost revenue — and this flow can help you get it back.
Losing users isn't just a number, it's a direct hit to your bottom line. If you're losing 1,000 users a month at $10 each, that's $10,000 in lost revenue every month.
Recovering even a fraction of that can make a real difference to your business. By proactively re-engaging users, you can recover meaningful revenue and build a more sustainable subscriber base.
Want to see how you could turn churned users into recovered revenue?
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