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SetupCustomersOnboardingsWorkbenchAsk PiIntegrations
  • Onboardings
    • Overview
    • The phase model
    • Move through phases
    • Target launch dates
    • Phase templates
    • Onboarding states
    • Task completion
    • Subtasks
    • Comments and attachments
    • Audit log
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  • Where to start
Onboardings

Onboardings

Phased journeys that take a customer from signed contract to live and adopted.
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The phase model

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An Onboarding is the phased plan you run with a single customer to get them from signed to live. Each one belongs to a Customer, carries a csm (the owner on your side), a target_launch_date, a current phase, and a state of active, paused, or done. A customer can have more than one onboarding open at a time, which is common when you’re rolling out separate products or regions.

The default phase sequence is Kickoff → Integration → UAT → Launch → Adoption. Phases are workspace-wide, so every onboarding moves through the same stages in the same order. You can rename, reorder, or add phases in Admin > Onboarding phases, and the change applies everywhere.

Inside a phase, work happens as Tasks. Each task has an assignee, a due_date, and a done flag. Tasks can have one level of subtasks, and any task can carry comments and attachments. Everything that happens on the onboarding lands in the audit log.

Where to start

The phase model
Default sequence, custom phases, and the workspace-wide rule.
Move through phases
Who can advance, send back, or skip, and what fires on each move.
Target launch dates
Set the date, shift it with a reason, see slippage in the Workbench.
Onboarding states
Active, paused, and done compared side by side.
Phase templates
Reusable task bundles that pre-populate a phase.
Audit log
Every change on the onboarding, filterable by actor and event.

Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.