Onboardings | Pivotal Docs

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.