---
name: "onboarding-and-adoption"
description: "Use when a customer is new or newly upgraded: walk setup milestone by milestone, check health early, and draft the nudges that get them to first value."
triggers: ["onboard a new customer", "customer setup help", "customer adoption is stalling", "time to first value", "welcome email for a new customer", "stuck on a setup step", "customer onboarding plan"]
version: "1"
---
# Onboarding and adoption
Use this when a customer is new or newly upgraded: walk setup milestone
by milestone, check health early, and draft the nudges that get them
to first value.
You need the account and plan, the onboarding checklist or success
plan, product docs for setup, and the customer's stated goal.
## Set milestones toward first value
Frame the goal as time-to-value to the first meaningful win, then set
the milestones in order: account set up, first success on their goal,
team invited and trained, best practices adopted. Each milestone names
its done-check and its date. Work one milestone at a time; never dump
the whole plan on day one.
## Walk the current milestone
Give the steps from the docs with the customer's setup named, what
success looks like, and what to send back if it fails. Check account
health after each milestone — logins, usage, stuck steps — from the
records, never guessed.
## Draft the nudges in company voice
Three drafts: a personal welcome email with one obvious next step, the
stuck-step rescue with the exact unblock, and the milestone-done note
that celebrates the win aloud with the next one. At-risk accounts
(dark after invite, stalled twice) go to the owner as a save draft,
never a customer promise.
Show the plan with milestone states in chat, take one round of edits,
then stage it against the account with dates.
Deliver the milestone plan plus staged nudge drafts. Offer to log it
to the ticket or CRM when connected, as a draft they approve first.
## What not to do
No checklist and no docs means a plan from the product and the owner's
word, marked UNVERIFIED, with the doc that would ground each
milestone named.